Lack of transparency on penalties/appeals
Understanding the messaging received when an account has had a penalty applied can be difficult and we realize that the categories are too broad, and may not provide enough information to players as to what they did that triggered the penalty. There are some steps we are going to take to address this. First, we will be publishing some support articles that better address and provide insight into the categories and how these categories are tied to the code of conduct and terms of services. This will also provide insight into the penalties, duration and the appeal process. Next, we are looking at the appeal process, to provide more timely and better communication from acknowledgement that the appeal was received and time expected for a reply. Next, we are revamping the penalty messaging that is seen in-game. The goal will be to provide additional clarity into the player actions that violated the code of conduct.
From the Dev Blog found here: [Dev Blog] Update on Current Issues #3
I would like to make some feedback and suggestions in regards on what, as a player, would like to see for transparency in appeals.
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The ability to reply to an appeal with more information. One thing I have seen posted frequently, is the inability to add more information after an appeal has been made. Sometimes a player might remember something at a later time, such as the case which happened to a member of our company who was banned. The ability to add more information after an appeal was made is quite important.
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The ability to receive information about the ban and why. The steps listed in the Dev Blog are a good beginning, but I wanted to clarify something (IMO) about them. When a player is banned, they get an e-mail about the section that was violated. Expanding of that is a plus. But also, the player needs to be able to gather more information about it in the sense of, for example, a player is banned for allegedly "farming materials’. Now, this in itself is a broad subject. A player would want to know what materials they were. What zone. Were they mass reported as acting like a bot. Was it during a time they had to AFK alot and were standing next to a node. Those types of things.
Also, placing the link to ask for more information is needed. Those being below:
https://www.amazon.com/gp/help/customer/display.html?nodeId=GXPU3YPMBZQRWZK2
Rights for those in EU: Data protection and online privacy - Your Europe
Players need to feel they have more than one avenue to defend themselves and get a ban appeal correctly looked at.
- Clearer steps on the appeal process. If the steps above are done, this one may not be needed. But another thing I have seen posted is how some players don’t understand or know what to do for an appeal and after. Posters have called and contacted CSR who, of course, tell them they can’t help them and (in some cases) hang up on the player. Being very specific about how to make an appeal, what steps during it, and what to do if you don’t agree with the conclusion, need to be made clear.
If anyone else would like to add somethng (constructive if you please, I do understand bans can be frustrating in the form they are now) feel free to post below.