for staff, a must read

please remove heads from behinds and focus on the functionality of the site, instead of useless things like flair and emojis.
i’m recently off mute. here is what happened (i'm certain none of you know, because no one ever responded to my email). i quoted a guy who wrote “i am an idi*t because…”. this resulted in the red banner, so i adjusted the ‘offensive word’ that the other had written. i then wrote that some staff here must be idi*ts to allow this to go on. 
this resulted in an automute. the irony is that i was helping the person i quoted, but, he'll never know unless he were to mistakenly somehow go back to posts from seven days prior. 
this mute was for a week. 
for writing the word idi*t. how stupid.
the issue of a person getting the red banner for quoting another has been going on for a year. it makes no sense at all, and it appears zero effort has been put forth to fix it. this also predates the alleged flood of new cc members, so, the excuse that you’re too busy is bs.
so, staff, you are idi*ts for allowing this. 
also of note is that i emailed cc immediately after the mute, expressing my displeasure succinctly. right away I received the boilerplate response of “we’ll get right back to you…”. they never did. 

so, bots that don't work as they should along with absoliutely zero customer service.
i will never, ever, pay money for my limited time on this site. i’ll donate to lichess instead.

I was muted for 24 hours because of quoting someone who used that same word. I didn't get a warning, just an automatic mute. That was the first time in ten years I had been muted and it was because of something someone else had said. The fact that you can get around the autobots and say any disgusting thing you want if you use the app instead of the computer, is a problem that has to be addressed and fixed. I don't know if I will come back if I'm ever muted like that again. 

Support has been experiencing a very high number of tickets and has been working through them. That high load means it's taking an extended amount of time for getting a response.

They've been hiring additional support staff but it takes time to get new people up to speed as well. My understanding is they've made a lot of progress on the backlog, but it can still take time to get back with you.

@Martin_Stahl

It is a clear flaw in the site’s programming that a bot will flag some of us for quoting someone else using certain language, but it did not flag the poster who used the term in the first place. Two years ago, I was given a seven day mute for two such infractions six months apart. It is not a new problem. I contacted support and had the mute lifted the next morning. Nonetheless, all my content—blogs, posts, threads—were gone for twenty hours because someone else called himself a jacka(not lope) and I quoted him in response.

i will bump this thread until staff responds. martin, you provide ample answers at times, but this is not one. writing that there are a high number of tickets as a probable answer is still unacceptable. 

you make it sound as if training to be a mod or staff is intense! that is nonsense, as far as i'm concerned. in my opinion, it's as if the powers that be simply consider the members morons. 

there is also this very annoying bug where a mute seems to reset some alerts from months past. 

it's a complete pain in the as*. i receive alerts, i go to them, and they're from a year ago. 

this whole system of muting needs to be restructured.

again, staff, looking at you.

Training takes time in pretty much any job. Learning software, policies, how to answer different types of tickets so they are done fairly consistently, learning where things are and how things work, etc.

You don't have to believe it, but it's the truth.

How do you train automute? The bot is clearly incompetent.

Auto-mod is a simple text matching system, as far as I'm aware. It's trained by adding new filter options an by modifying how the code handles actions on filtered text

The inconsistency is the problem.

I’ve had two warnings in the past two years that were not from quoting something that already got past the bot. I have dozens that were from quoting an existing post.

My two warnings that were not from quoting a post:

”The Soviets kicked the world’s ash at chess.”

A quote from the University of Washington concerning IQ that used the words maroon, idear, and ibecil.

Spelling changed in both examples.

All these words have been used by others. The one about the Soviets led to my mute when I repeated the offending word by quoting a post where a poster referred to himself as a donkey.

i received a response from a staff member! ten days after receiving a one week mute. 

first, i think we can all agree this timeframe is unacceptable. 

second, the response stated this- " I see that you are currently in good standing, but I would like to remind you that if you use those same words or any other "offensive" or "abusive" word, you will be muted again"

well done, staff. you have reinforced my extremely low opinion of you. 

there was no mention of improvements to the sh*tty ai cc uses where we are muted for quoting another. just this: "Unfortunately, this is an AI so it can't tell when someone is just using regular language we all use every day".

no sh*t. that is the issue.

i copied this topic in my response to the staff member. anyone care to guess if any one of them will provide adequate answers?

I can confirm that red banners and eventual mutes do occur from quoting posts that already made it past the filters, and that this bug has been around for years. I would assume this is due to not keeping the filter lists in sync on various platforms, so that a word makes it through one filter but triggers a different filter...browser vs. app, iPhone vs. Android, etc.

If filtering is done only on 'post', then it should be done on the server for uniform experience across platforms. If not, then client side filtering should be performed at 'quote' and warn the user without penalties, so the app user still gets away with it but the web user isn't penalized for it.

Too much work? Then just remove the filters.

   ---   Yes I also got a forced break once a few months ago. Nothing but fun around here  lol.  

can you see if you can get sophia

staff! where are you? two weeks and not one can be bothered to answer?

i will continue to bump this topic until someone gets off their a** and fixes this.

Another miss by the bots: https://www.chess.com/forum/view/general/what-do-you-think-gm-hikaru-iq-is?newCommentCount=1&page=35#comment-84507685

The way the quoting system works, all quotes are simply formatted text that are put in when you click the "quote" button on a comment. This means that you can slightly change the comment you are quoting (at least, in your comment). But I think a way to reply to comments would work much better, so that you can't get muted for something someone else said. You can still copy and paste text from the comment into quotes so that people know that you are replying to, for example, just the first half of a comment.

Matching text is a very advanced area of programming. They clearly can't afford such fancy professionals.

But seriously, I gave up on assuming competence a long time ago.

They're good at marketing, and attracting a horde of underage 800 rated players... so they're good at making a lot of money... so that's something, I guess.