So you are telling me that there is no automation in place but the support staff that is banning people in under 20 seconds after a comment is made is also unable to answer an appeal in under 24-48 hours (if ever?)
“Can vouch, let me touch his chest”
Very questionable and so offensive! I don’t even think highly religious moderators would ban for such a comment.
This isn’t your game, you signed a TOS. Nothing dictates your freedom here
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TLDR: Bans appear automated: 2 24hr bans received within 20s and 30s of making the comment. Same support staff can’t respond to appeals in under a 24-48 hour window (although neither appeal has been responded to.
There should not be bans handed out in such a hasty/automated manner if they can’t respond to appeals in a reasonable time frame.
No actual context is provided for why you are banned, just the reason i.e “Abusive Behavior”, “Botting”, “Cheating” etc.
In more serious matters where companies have been brought to court over ToS things the court has tossed out the ToS as you make the purchase prior to agreeing to the ToS. The ToS is very broad and I would argue that my comment does not violate the ToS. If you could let me know how it was violated by my comment please let me know.
Unfortunately it seems that chat bans have very different criteria than Botting/Cheating bans. If those players said anything in chat they would be easy to remove. Unfortunately they remain silent.
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It’s a community that I choose to participate in due to a number of factors. Thank god that companies do generally consider reasonable input from their stakeholders (which customers are) rather than the dictatorship you seem to happily subscribe to. Have you heard of UX design?
The problem with bots is that they can’t understand nuance in a multi-strand series of comments, especially when the thread has interrupts like global chat does. The same issue may apply to customer service employees from a different cultural/language background who are directed to respond to each incident in a small maximum timeframe.
While it would be nice to be able to clean chat of inappropriate comments automatically, the cost of inaccuracy in applying bans is too high in the current model. I find report/block works well for gold sellers and could be used for the same purpose on bad actors in chat, without adding an instant ban that can be abused for griefing purposes.
I disagree.
Overhauling it will prevent me/us/we to be able to randomly mass ban anyone we feel like banning, just because.
so get out of here with your ‘reasonableness’ or something…
Me and the bois are actually thinking to reinstall this garbage again and see if we can have better fun playing the banning game
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Here’s the thing – what does “automated” mean? If they have a customer support representative (CSR) sitting at their computer watching their screen, and a message pops up “Player X has 17 reports for _____, what action do you want to take?”
Then the CSR has to hit a button:
Press 1 to review details of the reports.
Press 2 to institute a 24 hour ban.
Press 3 to institute a 48 hour ban.
Press 4 to ban permanently.
And then the CSR hits 2 – no evidence review, just a ban.
That would not be automated because it would require human interaction after the reports, But it also sure as hell would not be a fair system that considers the evidence before implementing a ban.
Now my example is extreme, but it is interesting that AGS has simply asserted repeatedly that the system is not automated, without providing details of the system or an indication of the level of human involvement in the decision-making process. Because it sure as heck doesn’t feel like a high level of human decision-making has been involved in many of the CSR decisions that we have experienced since launch.
No I am not telling you that. Rich Lawrence, Studio Head at AGS is telling you that in the video.
Maybe he is lying to us. Maybe you are lying or are mistaken. Who knows. You are some anonomous guy on a forum and he is sitting in person explaining how the system works.
Did you even read my comment regarding what leads me to my belief? Does it seem likely to you that the support queues are so empty and they are so efficient at their duties that they can receive a report, analyze the situation and determine the correct course of action to take is a ban in under 30 seconds of a comment being made but then this same support staff can’t respond to appeals in under 24-48hrs (although I have never received an appeal response to my first ban over 2 weeks ago and it is now about 60hrs since my 2nd one?).
How do you know that you got banned for a specific comment in chat within 30sec?
You said this was your second ban so maybe you had collect a bunch if reports for all kind of comments and a Game Master was monitoring you. Maybe you got banned for some other older comment and behaviour and it happened close to that other comment. Who knows. I have no idea how the system works. All I know is that AGS specifically claim that a human are behind all bans.
Highly suspicious that you can get banned by being mass reported, but bots being mass reported just keep botting day after day.
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I mean the forum moderation is automated for crying out loud. Doesn’t seem like a stretch that the in-game moderation would also be moderated.
Of course admitting to that would not look good, and GMs cost $$$$$
As I said, it is very likely that botting / cheating reports are handled via a different system. You can see the same thing in league where players who say things that are toxic get their chat muted immediately in a game after reporting them whereas people who intentionally feed over and over are about to do so for hundred of games in some cases before they are banned. It is very easy to automate a chat ban whereas it is much more difficult to do so with botting/cheating. Also, many companies choose to ban botters/cheaters in waves.
It’s simple, outside of advertisement chat (buying Asmo CDs, selling jewelry) I don’t talk in global chat other than very benign things, i.e looking for groups for dungeons, portals, giving people information on something they asked about that are 100% not bannable. I’m not some toxic player that is upset that I got banned because I was insulting someone and finally crossed the line for banning. In both cases that I was banned it was for making very mild jokes with people I was friends with.
ya, it def looks like certian types of reports are acted on quicker. I got a 24 hr ban yest for using the word pansy, then said its a hearty flower, a company mate was banned same day for calling yellow roaches. Its obvious its a keyword thing that gets a auto ban. from the time i got banned to the appeal, and then to another email saying it was upheld, was a total of 15 min. there is zero chance this was even looked at in any context of the convo. Im assuming pansy is a auto word, and if even just 1 reports a keyword, its gonna ban you, and based on the so called manual review of my ban, in 15 min, there is prob zero chance of getting anything near a fair look.
on a side note, if you say something in chat that gets reported, shouldnt it be a chat ban? I mean tons of games offer mute an offender and allow them to still play. implementing a chat ban would honestly stop the mass report prob.
You had a response to your appeal? That is absolutely amazing! As I stated, I have had 2 24 hour bans, I appealed both, in both cases I received 4 emails for each occurrence stating my appeal was received in the course of 1.5 hours after making the appeal. I have NEVER received any additional communication from Amazon regarding the appeal.
ya, got a confirmation within seconds of appealing, and a bs auto mail 15 min later saying it was upheld. Again, a chat offense, or whatever it was, since they dont provide any context, should apply to chat, not a game ban, its silly that they cant seperate the 2