Livejournal customer relations: 2007 edition

[matgb]

At the beginning of last year during the Bantown cracking incident, I posted about the sucky LJ customer relations. For those wondering why I, and a lot of other unaffected people, are pissed of this time, liz_marcs has done a very similar explanation, thus saving me the effort. Summary:

• The fans who posted the pics were idiots
• LJ/6A still haven't clarified their policies
• The policies have been implemented badly, in a very cack-handed manner
• The Powers that be still haven't managed to understand the way the LJ fen can and will network and react

Key point:

However, LJ/6A continues to treat us (the customers) with contempt, or like we were drama queens with entitlement issues. To be fair, some people are acting like drama queens with entitlement issues, but it's not good customer service for LJ/6A to lump everyone into the same drama queen category. It's really bad customer service to act like that's the case. It's horrendous customer service to not respond to questions and repeated requests for clarification or to respond with vague statements that could be interpreted any number of ways.

I have other posts planned, on real world meaty issues. But I'm reading my new books, and wrestling with install scripts, and screaming at idiots. So they can wait until I'm in the mood.

Comments

[miss-s-b.livejournal.com]

And, of course, posting in a community taking the piss out of the whole thing whilst simultaneously ignoring customer questions is a spectacularly bad move.

[matgb]

The thing that bothers me about that is that Abe is involved in this side of things at all. He's a tech, and a good one, and he's good at communicating tech stuff.

What he's not, and shouldn't be, is a PR/ abuse guy, they must be screwed for staff if he's got roped into this; I know that D recused herself from the whole thing way before she left, so that might indicate some of the friction going on.

But yeah, that comment was just a quickk, venting aside, but it was bound to get blown up by certain elements. We have an attack of the screechy monkeys now, half of fandom is pissed by 'censorship', which is such a non-issue.

OTOH, it's started the ball rolling; I know of at least 4 WP installs set up over the weekend as a result.

[miss-s-b.livejournal.com]

But I'm too LAZY to move... You have to come and hold my hand and help me. After we've been to Manchester.

[davegodfrey.livejournal.com]

That's pretty much my take on things. To be honest it was pretty much inevitable that someone was going to banned eventually. It surprises me that any community involved in this kind of artwork would be anything other than friends-only.

[matgb]

Especially given that they (and the moderators) knew that they were being watched by the loons like WFI, anything likely to trigger a complaint should've been locked down.

The comm got suspended during strikethrough because the loons reported it; yet there are loads of comments bitching about 6A watching for stuff; they're not, they're responding to complaints. Ah well.

[el-staplador.livejournal.com]

Hi Mat,

It's got to the point where my mother is desperately trying to fill space in the magazine, and she was wondering if she could lift some of the material from our recent, ah, discussion. For a start, it's very good for the midwives to know what they're dealing with in terms of public perceptions of maternity. Would you mind if she were to glean some bits, and checking with your Friends that that's OK? No names would be named, of course.

Cheers,
K

[matgb]

No problem from me at all, but I can't speak for others that commented.

It was an interesting discussion anyway, pleased I decided to post it up now.