I feel like I should preface this by saying that I understand the site's more or less a hobby for staff at this point rather than a main source of income. But, having said that, it shouldn't take months for somebody to get back to me. The ticket I'm talking about is from October and it still hasn't been answered. It was escalated to a supervisor on the 28th of October and then nothing.

So, about a week ago I asked if there were any updates and still nothing. Not even a generic: "We're looking into it." kind of thing. My question was about a rule. Why someone's post was allowed to stay up even though it seemed to go against a rule or two. That shouldn't take the better part of a year to answer.

Jan/2021 update: After a month of being ignored again I took a nice long break. From 7/3 to 9/3 I got nothing, but when I came back Dill had been assigned to my ticket and had closed it because I didn't reply within 3 days. A two month gap in replies after they let a transphobic article stay up most of a year until I finally came here to complain about it...but the ticket gets closed because I didn't reply within 3 days. Unbelievable.

And my question wasn't even answered lmao. Apparently they don't talk about their moderation policies. [link]https://imgur.com/a/vxgJAy5[/link]

This is not acceptable.

There was a thread about this just a few months ago and a few people had to beg for ticket attention (myself included).

Previous thread.

Disappointed to see this wasn't resolved at all. I am wondering if just the people who were public about it got help =/

Well, at least I know it's not just me I guess. It's kind of shocking that this happened for people who were paying though.

@ Taffy (Edited to remove the info about the thread, so stealthy.)

..I don't wanna get got for targeting

EDITED 6/26: I received this event and was told in a ticket it was because I alluded to the transphobic thread in this post before I edited the info out. The “targeting” info was only up for 10 minutes eyeroll “Notice from Staff: Your community guideline was reset due to the message sent on June 17th targeting another user. Please remember to respond to the topic rather than the person. Thank you.”

It sounds like we're talking about the same one. It was really surprising to see that here in the first place, but to be kind of brushed off initially and then flat out ignored about it has kind of killed the site for me. I took a nice long break after masq and I'm not really doing anything here now that I'm "back" either.

I don't want to make this thread be about that post, but I'd be lying if I said that it wasn't part of what has me so disappointed in the lack of response here. It should've been an easy answer.

Yeahh they just don't seem to care beyond "keeping the peace" which basically amounts to everyone having to keep quiet about stuff like that. Ironically replying to someone directly about an issue is a bigger offense on here than initially posting something awful!

Pretty worrying that this is still happening 5 months on.

f it were me I think I would go ask questions about it on the official facebook page or twitter account or tumblr account. No one likes being called out in public.

Maybe. I don't like saying anything negative about a smaller company like this out in public though. I wouldn't have even made a topic on the forum except they say not to make a ticket about a ticket.

usually it never takes long for someone to respond, but since your ticket there have been many problems here, maybe it was just "swallowed". I've been here for a long time and mine has always been answered, I've heard that it sometimes takes longer than a few days, but that was also rare. don't despair, just ask again friendly.

Okay. I guess I just don't feel like asking something like "How long do I wait for a ticket?" to be negative.

It's not, but it can go that way really quickly; especially with this being an ongoing problem.

I've never complained about a wait time of a day or two and certainly not an hour. This is eight months and I'm not even the only one it's happened to. It may not be typical and I hope it isn't, but it's happening. Telling me that tickets are not live chat isn't helpful and, honestly, kind of rude here. If I were that sort of person I'd have popped three or four more tickets before getting myself warned or frozen or whatever for abusing the ticket system. I didn't. I waited and thought that someone would get back to me eventually. When I came back I added a response to the ticket asking if there was any news and then I waited a week before posting this.

I know I'm not exactly increasing the chances that whoever ends up responding to my ticket will listen to me, but this is a pretty serious problem and I get a big long excuse and a reminder to be patient? Come on, now.

"Clearly" it would've been better to message me directly then. Because all that talk about being patient and all that is really out of place here. In context it's easy to look at that post and feel like another staff member is treating me like a nuisance for voicing a concern about transphobic content being posted on the site.

The thread's only just been removed today. It's been visible on the first page of the current events subforum all this time and none of you saw any reason to get rid of it. And I know that you saw it because you commented in it. That's why I jumped to the conclusion that I did. Regardless of what you specifically indicated.

Edit: Whew. And this is why I didn't post it on facebook, folks.

It's June 28th as I post this. Has this ticket been answered yet??

I've never had a long wait on a ticket before, so I'm wondering just what the hell happened here. Are the forum rules not clear? Now that the ticket's been brought to staff attention, what on earth is the holdup now? It would be one thing (I guess) if there was some question about a CSC refund or something like that, but a question about a forum rule shouldn't take months to answer.

Okay this entire situation just sounds messed up. months for a question about a forum rule, staff commenting on transphobic topics(???)(just assuming based on what's here, i don't go to that part of the forums) but not doing anything about it until months later after being called out about it here, the response that, at least to my autistic self, reads as pretty condescending and dismissive and makes no division between what's to you and what's "to everyone else" then putting the onus on you for "misreading", being told to deliberately break clearly stated rules to solve your issue, and after all that the ticket STILL not being answered?

I really expected better of staff, this is all a big mess that really doesn't reflect well on the site at all. that's my impression of it anyway, and this is a feedback forum so I feel this is appropriate to post what it looks like to an outsider with no dogs in the race, so to speak.

(to clarify for mods/whomever, i am not targeting or attacking the staff here, just stating what it reads as to an outside observer. maybe they had a bad day? i won't judge if so, i certainly have them myself, days when you try and say once thing and it comes across completely different to what you intended. it sucks, but owning up to it is always the respectable choice imo. again, i mean no offense, and cannot reiterate that enough.)

To be fair, Dill's original response said:

Emphasis mine because apparently people are missing it. So to me it was clear what applied to this situation and what was general. However, that is not the issue I have: what I'm very concerned about is the length of time it's taken to answer the actual ticket and why. This thread was made 11 days ago, and apparently the reported thread with the questionable content was removed a few days after that, soooo...I'm assuming that meant the thread did in fact break the rules? If that was the case, why did no one get back to Taffy's ticket and say so, and close it? Especially since a thread was made specifically to bring attention to this issue and a staff member saw it and said they would hear a response soon??

I don't have a dog in this fight either, nor am I here to bash staff members, I'm just genuinely baffled by the handling of what appears to me (admittedly an outsider) to be a relatively simple case. It's not a good look, y'all.