Feedback: Revoked Trading Pass Customer Service Policy

[Exasperant Dissonance]

Gaia, this is absolutely unacceptable.

This thread has been created as a place for users to express their opinions regarding gaia's procedure for handling "locked account" situations.

Namely, that: A. The user is NOT. notified that their pass has been revoked, not that it has been reinstated.

Customer service stated that "You will be informed when it is restored."
This proved to be false.

B. Many cases last for months, there is NO. system for appeal, and they do not handle many cases in a timely fashion.

C. The mods and customer service reps are not allowed to give the user ANY. information; not so much as a "You have received an item from a compromised account."
By the looks of things, mods and customer service reps are required to give a canned, useless frustrating "Your account is under investigation. We can give no timeline, we will get to you when we get to you, you will be informed when it is reinstated. Please be patient."

There are two apparent lies. A. that they get to cases in order: My pass has been reinstated.
But what of those who have waited more than a year? Surely this can NOT. be fair.

B. That the user is notified when it is revoked or reinstated. I have yet to find a user who was notified either way.

I will NOT. spend money on gaia until they change how they handle these issues.

They clear some quickly and others are never cleared.
I cannot bring myself to spend money on items on a site that has such an unreasonable, unfair customer service policy.


Petition link:

[url=http://www.gaiaonline.com/forum/petitions/trading-pass-disabled-hire-more-mods/t.56752403_1/][IMG]http://i550.photobucket.com/albums/ii423/YoarashiDiabolus/petition.gif[/IMG][/url]

The guild
TTrading Pass Disabled Users Guild

[url=http://www.gaiaonline.com/guilds/?guild_id=255965]Trading Pass Disabled Users Guild[/url]

[shadowkiller boy]

Signed

I agree this is not how a site should be run. I for one can understand that gaia has lots of users and there can be many that are many that may be the gold farmer or bot variety but one should take into account the relevance of what the user is posting. For example if they go into a long post and it's not generic by any means most likely not a bot or gold farmer. I would imagine that these types just want to get the gold sell it and get out.
my two cents but I hope this is solved.
Also just a side not why not start a petition?

[Exasperant Dissonance]

shadowkiller boy

Signed

I agree this is not how a site should be run. I for one can understand that gaia has lots of users and there can be many that are many that may be the gold farmer or bot variety but one should take into account the relevance of what the user is posting. For example if they go into a long post and it's not generic by any means most likely not a bot or gold farmer. I would imagine that these types just want to get the gold sell it and get out.
my two cents but I hope this is solved.
Also just a side not why not start a petition?

I hear that there is a petition already.

In any case, I think this is better. I want this to be feedback thread:

A place where people can tell those who run the place what their customers think/feel about this, not just a list of signatures. smile

[shadowkiller boy]

Unified_Splintered

shadowkiller boy

Signed

I agree this is not how a site should be run. I for one can understand that gaia has lots of users and there can be many that are many that may be the gold farmer or bot variety but one should take into account the relevance of what the user is posting. For example if they go into a long post and it's not generic by any means most likely not a bot or gold farmer. I would imagine that these types just want to get the gold sell it and get out.
my two cents but I hope this is solved.
Also just a side not why not start a petition?

I hear that there is a petition already.

In any case, I think this is better. I want this to be feedback thread:

A place where people can tell those who run the place what their customers think/feel about this, not just a list of signatures. smile

Not a problem I'm intrigued as to what causes them to even flag someone.

[Exasperant Dissonance]

shadowkiller boy

Unified_Splintered

shadowkiller boy

Signed

I agree this is not how a site should be run. I for one can understand that gaia has lots of users and there can be many that are many that may be the gold farmer or bot variety but one should take into account the relevance of what the user is posting. For example if they go into a long post and it's not generic by any means most likely not a bot or gold farmer. I would imagine that these types just want to get the gold sell it and get out.
my two cents but I hope this is solved.
Also just a side not why not start a petition?

I hear that there is a petition already.

In any case, I think this is better. I want this to be feedback thread:

A place where people can tell those who run the place what their customers think/feel about this, not just a list of signatures. smile

Not a problem I'm intrigued as to what causes them to even flag someone.

1. Buying something on the marketplace that was sold from a scammed/hacked account. Innocent or not, first offense or not, your account will be locked until they're done straightening it out.

2. Buying/selling too much, making too much gold too fast, or like me, I transferred almost all of the stuff I had on my two other accounts, Aecy and Wraithgirl, onto this one because I created the account as my new main. In these cases, no one flagged your account, it is automated, so there is really no way of knowing if/when they'll EVER get around to it.

It's not right, especially when in a case like mine, it's disgustingly obvious that I am NOT a hacker, scammer or bot just by looking at the post histories and friendlists and such on the accounts in question. It would take them about 15 minutes to say "Whoops, that was they system's mistake."

they should either tweak the system or set up some way for honest, disgustingly uncomplicated accident cases like mine to get the right to a quick appeal because, honestly, no one has any idea of just how much or what it takes to set it off.

If it WAS that. It may be a case 1 situation. I just don't know because they refuse to tell the users ANYTHING.

This is basically what anyone working for Gaia will say:
Your account is involved in investigation.
We can give no timeframe.
We can give no information.
Please be patient.
That is all.

[KeatonNinja]

In any case of picking up a botted/hacked item.. would it make sense to just clear my inventory and have it replaced with "clean" items... and have the others investigated while my pass gets re enabled?

that way im not waiting over a year just to be able to use my pass

[crazy_blonde_chicky]

that's bull!!! if i can do anything to help just tell me!!

[Rya Dracosin]

Well if they have a system that catches these items, why not soulbind that particular item? I mean, there has to be something that catches their little hackier/botter catching thingamajig, right? So why not just soulbind the items that are suspected, instead of everything? Wouldn't that make more sense?

Either that or there's something i'm not getting here.

BTW i've never had a trading pass issue...i hope i never do...

[Andre Salgado]

Let me be happy...

Hope you get it straight

...And your dreams will come true

[Watsonia]

's really sad to see that this has been happening more and more frequently

But I've heard that if you happen to accidently buy a botted item all they simply need to do is take it away from your inventory, nothing as bad as taking away your pass :/

Try contacting an admin or making an account inquiry :3

[Exasperant Dissonance]

Watsonia

's really sad to see that this has been happening more and more frequently

But I've heard that if you happen to accidently buy a botted item all they simply need to do is take it away from your inventory, nothing as bad as taking away your pass :/

Try contacting an admin or making an account inquiry :3

I made an account inquiry.

It was only after sending that that he suggested creating a feedback thread.

however, this IS a continuing problem. I don't want it back, I want their way of handling these situations overhauled.

I just cannot pay for items on a site knowing that this could happen at any time, knowing that if it does, I will be treated like s**t.

Like you said. It wouldn't be too hard; remove the item/gold, or if it's someone caught by the automated system, they should have the right to be informed and some way to get it straightened out in a timely fashion.

[Torus Ragnarok]

I think they definitely need a better process as to how they deal with suspicious activity. But how they keep things under control during said process is just unacceptable.

They treat the innocent in the exact same manner as they do the guilty.

It's ridiculous.

[DoktorPhil]

Are you sure they'll automatically flag you for moving large amounts of stuff from account to account? Because I usually wait until I have 100K in my main, and then switch it to my mule for safe keeping, and I've never heard boo about it. And I as well as others have been raking in gold pretty fast via Booty Grab, so how exactly could they determine what is too much too fast?

But I do agree, the customer service could use a boost.

[haligonian]

I feel for you.

But I have to say, stating how much you've bought is kind of...pointless.

A piss off for you, but pointless.

@DoktorPhil:

Large amounts being millions of gold pixels. Not 100k. I do believe they are flagged too.

[Torus Ragnarok]

DoktorPhil

Are you sure they'll automatically flag you for moving large amounts of stuff from account to account? Because I usually wait until I have 100K in my main, and then switch it to my mule for safe keeping, and I've never heard boo about it. And I as well as others have been raking in gold pretty fast via Booty Grab, so how exactly could they determine what is too much too fast?

But I do agree, the customer service could use a boost.

100K is hardly anything to worry about, as I've moved several hundred-thousands several times, even hundred-thousands in items. I would say that, as far as gold goes, several millions would probably trigger their auto-enforcement stuff.