Support doesn't respond to anything

I found this information from an article recently posted on Chess.com:

Fair Play

The Fair Play team, as always, kept Chess.com a safe and fair place to play last month.

Fair Play stats for November:

• 54,949 Fair Play closures (including 3 titled players)
• 80.3K mute actions
• 71K accounts muted
• 109.8K abuse closures

Support

November was another super-productive month for the Support team, who handled over 89,000 requests.

• Average Time to First Response: 1 day, 5 hours
• Total Requests Received: 89,097 <-------- @userman75
• Average Quality by Member Rating: 95%
• Total Ratings: 6,647

@userman75 Just because you did not receive a response does not mean that Chess.com is not addressing your issue. If the "issue" has already been reported and they are working on it, why should they waste time, money, and human resources to respond to each and every report of the same issue.

And just to be clear, Chess.com reponded to 89,097 support requests during the month of November. That is a lot of people who asked for (and received) help. Your assertion that they don't "respond to anything" is false.

There was a problem with the iOS app and was caused by an issue on the back-end. That was resolved over the weekend.

Let's try this again. From a recent Chess.com public update:

Support

November was another super-productive month for the Support team, who handled over 89,000 requests.

• Average Time to First Response: 1 day, 5 hours
• Total Requests Received: 89,097
• Average Quality by Member Rating: 95%
• Total Ratings: 6,647

Do you really expect a company to respond to 89,097 service issues each month AND provide 89,097 personalized responses to each and every person who submitted a ticket? That doesn't seem like a good use of time and money.

89,097 service requests is nearly 300 requests per day; 100 requests per 8-hour shift.

We don't know how many people Chess.com has allocated to handle these tickets. I can only guess that each employee must 1) receive the ticket, 2) compare it to known issues, 3) compare it to issues already submitted and addressed, 4) determine if the "issue" is not really an issue, but a lack of understanding by the user, 5) send the ticket to the appropriate technology group, and then 6) it goes through another round of evaluation by the tech group.

Are you asking the tech group to communicate with the support group on 89,097 reports, and then send another personalized email to the user regarding their issue? Your request to be intimately informed of each and every step in the process is unreasonable and creates an unnecessary workload.

According to the Chess.com update, the "Average Time to First Response: 1 day, 5 hours". That's a pretty good response time for any customer service department in any company.

Of the 6,647 users who responded to a survey, the "Average Quality by Member Rating: 95%", and that is an excellent indication of customer satisfaction regarding a particular issue. That means 82,450 users did not respond to the survey. What does that mean?

I agree that your "news feed" idea has merit, but now you are asking for another department to interface with the the Support and Tech people, and then craft an update on each and every issue that was submitted. Wow... 89,097 news stories to keep you updated on each and every issue that Chess.com received just in the month of November?

Have you ever used an application of any sort that has not had periodic "bugs"? Every program that I have ever used since I first plugged-in a Commodore 64 computer had bugs. It is a part of life; a part of programming; a part of improving platforms; it happens all the time, so get over it.

With regards to your "live chess" issue, do you think that Chess.com is just not addressing the issue? With so many people submitting support tickets and complaining on this forum, do you think that they are ignoring an entire segment of the user base?

@userman75, my fellow Chess.com user and chess addict, I think you are being unreasonable. Take a step back and consider the bigger picture.

Okay, you did not come here to tease, but your posts come across as angry and venting.

I have submitted a my share of "suggestions" via the HELP/MAKE A SUGGESTION link. I try to follow their requested format, but often simply identify the perceived problem, how the problem impacts me and others, and then I offer a solution.

Sell them your case; convince them that there is a real problem; ask them for help; offer a solution; offer to help; give them a reason to want to help you and others.

Neither you nor I know what their "attitude" is like. We can only draw conclusions and make assumptions, but we really do not know what they are doing or thinking behind the scenes. It's a business, and businesses often have problems that are not discussed on an open forum. Yes... we would like to know what is happening, but they are not going to share their dirty laundry in an open forum.

As for the "statistics" that I posted from one of Chess.com's updates... if you read between the lines on those numbers and statistics, I think those statistics tell everyone that 1) Chess.com is aware of problems on the platform, 2) they receive reports from users about problems on the platform, 3) they address problems on the platform, 4) customer satisfaction by those who submitted reports about the platform is high, and 5) they address tens of thousands of user emails/reports on a monthly basis.

Just because your issue is not being addressed in as prompt a fashion as you desire, does not mean that Chess.com is doing something behind the scenes.

I'll end with this: I think it is unreasonable for any platform to address each and every issue on a public news feed. I think that would be an irresponsible use of time and money. I can be happy with an automated receipt that acknowledges my receipt and know that they will look into it at some point in the future.