What is happening?

[wdesr]

Something is up with the site and I've noticed a lot of people are having problems cashing out or getting emails responded to. I noticed delay in my payments being processed and emails not responded to. Is their administration undergoing through a lot of changes?

 

[punker barbie]

Something is up with the site and I've noticed a lot of people are having problems cashing out or getting emails responded to. I noticed delay in my payments being processed and emails not responded to. Is their administration undergoing through a lot of changes?

Please provide your username or ticket number so I may pass it along to our Support team

 

[wcs]

Something is up with the site and I've noticed a lot of people are having problems cashing out or getting emails responded to. I noticed delay in my payments being processed and emails not responded to. Is their administration undergoing through a lot of changes?

Hello.

This is what I am noticing also. Going back years ago, the response time to my occasional, simple CB Support requests used to be in a few hours to 1 day. Reading posts in this forum, my observation is that the response time to even simple CB Support requests responses are commonly from at least 1 day to several days or longer.

Many of posts in this forum are from models who do not understand why they were banned or suspended. They may have received a generic notification about a TOS infraction, with limited details and no subsequent details follow-ups. I think this process tends to cause the submission of CB Support requests and posts in this forum for escalation that may consume even more CB resources.

I also think that the CB Support policy of responding to emails in the order that they are received does not optimize quality of service, nor use of resources and tends to cause simple requests that require little or no investigation to be in queue for a longer time.

Please note that this post represents my own opinions only from having been a Chaturbate user for approx. 8 years, my experiences with CB Support, having managed a support organization and used many support services in other companies.

 

[Vixxen81]

Hello.

This is what I am noticing also. Going back years ago, the response time to my occasional, simple CB Support requests used to be in a few hours to 1 day. Reading posts in this forum, my observation is that the response time to even simple CB Support requests responses are commonly from at least 1 day to several days or longer.

Many of posts in this forum are from models who do not understand why they were banned or suspended. They may have received a generic notification about a TOS infraction, with limited details and no subsequent details follow-ups. I think this process tends to cause the submission of CB Support requests and posts in this forum for escalation that may consume even more CB resources.

I also think that the CB Support policy of responding to emails in the order that they are received does not optimize quality of service, nor use of resources and tends to cause simple requests that require little or no investigation to be in queue for a longer time.

 

[wcs]

Yes. of course. Just like all posts.

 

[Vixxen81]

Yes. of course. Just like all posts.

They aren't really in the habit of addressing customer support criticism. I understand venting about it, of course. It's not going to change the system, though. I don't think someone who submitted a ticket 30 seconds ago deserves more urgency than someone who submitted a ticket two weeks ago and some of this is probably punitive on their part, as I said in another thread, they aren't exactly tripping over themselves to resolve issues for banned accounts.