Chess.com and where It is headed

Hello everyone

As you know we're lucky enough to play the game in a time in which chess is actually popular. Which means more tournaments, more attention, more players. which is all good.

But to be honest with you, I dont like where chess.com is headed at all. It appears chess.com management has failed to cope with this new influx of players, namely in support department.

You would be a lucky person if they get back to you inside 10 days after contacting them. The problem with cheaters, Also ever so present. They're approach: Report them and we investigate. That is it. Dont expect feedback, dont expect early action(In some cases it takes MONTHS for them to ban someone you rightfully reported) and most importantly DO NOT TALK ABOUT IT.

Which honestly I dont get. How is that fair to not talk about bad experiences you have on their platform? how does that solve anything? Why dont they bother themselves with providing any feedback to reports you submit? 

They're response: we're busy, things are hectic right now.

Cherry on top: they are quick to ban, delete and mute anyone who talks about what they shouldnt talk about. Turns out being busy is like flipping a switch. Talking about the cheating is the disease that is plaguing chess.com, surely, not cheating itself.

they want to insist that only experts and masters can determine someone was cheating, meanwhile we have the best experts, better than best Grandmasters of the planet, in our phones, in our computers.

"No, just because someone is playing 99% for 30 games straight doesnt prove anything, maybe they were lucky or they had a big cup of coffee" If you think like that, fine. But say that at least. dont leave me in limbo.

In the latest development, I got muted for a day for reasons unknown to me. I've sent an email to support a few days ago, but maybe the mailman hasnt reached their door yet.

maybe it was because I talked about cheating, or maybe because I was busting on my friend, whom I know IRL, in the chat while we were playing, saying: "Your *** is grass" 

To be fair, not very elegant. But I wasnt harassing him, We are friends from the army days and it was a private chat. He hasnt reported me so why chess.com cares to ban me for what I said in private to my friend?

Thats neither here nor there. Their quick action was what worried me though. How can they mute people in seconds but cant respond to emails in a week?? Are they short-staffed or not in the support department? why dont they hire more people already? 

Sorry for the long rant.
Hope to see chess.com change for the better

Help and support is not currently helpful or supportive. It wasn't always like this. 

This isn't a discussion allowed in the main forums.

There is a dedicated Fair Play team and when you report, it goes directly to them. If an account isn't closed within a few days after a report, then it's either the player is clean, or there isn't sufficient evidence of violations and they'll continue to monitor.

If you want to discuss, join the following club: https://www.chess.com/club/cheating-forum

As to the discussion on mutes, that can be done by moderators, auto-mod tools, or staff. Moderators don't due tickets and can be responsive to what they see in the community