complaint escalations & procedures!! - Page 4

First of all, let me tell you all, there is no divide between a dev team member and a member. In IF we all are members first and then dev team members. So we are all bound by the same IF COC code.

We are growing in leaps and bounds everyday and along with that our work load and responsibilities also is expanding.

I would say we are still evolving and at times we also make mistakes just as a member does.

However, we aim to rise above all that and try our level best to deliver the services we were entrusted with.All we seek in return is your cooperation and support.

First let me applaud Kat you on some very nice questions.👏 It will help many others who had similar questions but never got a chance to ask. Let me see if I can throw some light on your questions and do some justice to your questions :😳

My replies in BOLD RED for Kat's questions :

Now that I have answered your questions, now I want to tell you something. I have seen some posts here talking about a GM and her actions recently when there were some issues. Now let me clarify some things here :

1. The article in spotlight was very suspicious, as it had too much of IF information in it which only IF members here were privy to. I don't have to remind you of the great love that the two "groups" have for one another and to what extent one can go against the other to score..😆 Copy pasting articles, spreading rumors, bashing, insulting, cursing, scoring one over other, well the game was played by both sides while we tried our best to judge impartially and sometimes got embroidled in it as well.
   

1. The GM did the what the situation warranted at that moment of time based on information that came in as evidence from different sources. Some may have been directly involved, some became a victim of circumstances since your name was listed in the evidences as well. So it got posted. But as soon as it came to our notice of the non involvement of the person, in bold red the apology was made and the persons name cleared. The said GM also apologized. We spoke about that and we sorted it out.

Then why are we bringing it again and again? In the "famously infamous section",😉 the amount of mud slinging that the two warring factions has done on one another is unfortunate. Now who started it, who continued it, who was right, who was wrong, these things don't matter. What matters is all groups participated in it and have stooped really low to score. All have made mistakes, but shall we go postmortem the mistakes until eternity or take them as lessons learnt and rise above all that and move ahead. Let's bury the hatchet once and for all. Let's turn over a new leaf now, shall we? 😛 So its a request NO more discussion here on that issue. That issue has now been replied to by me so its now a closed chapter.

And those of you who have been hurt, again we sincerely apologise. It was not intentional and we hope you will hold no hard feelings.

So now that we have in detail answered your questions on how you can reach out and complaint against a Dev Team member, I think we can now close this topic. Its time to reach out to some other issues which need attention as well…☺️😆 Any further query and you all can send me PM. I promise to reply to you all on the matter....

Can I close it now Kat???😳

Originally posted by: Sujalthegreat

Hey guys! Just give the Dev Team Members a break will you. They are not machines that work 24 hours a day. You put yourselves in their positions and keep in mind how many members there are on IF. And they all or most of them PM you with requests/complaints, would you instantly be able to deal with every PM. I don't think so...... Dev Team Members also have a life of their own as well

e.g. some have their studies/exams to deal with, so you would be expecting them to be putting important things in life first, like studies and jobs etc.

So please I beg all of you, please please try and be more understandable and patient. If they don't reply that doesn't mean they don't care.

Take me for example, there are times, when I say I will do this or I will do that, but I still tend to forget to do things, because of other important things in life.

So please remember that Dev Team Members are humans and not machines.....!!!!!!!!

omg Sujalthegreat 😆 LOL im not saying they are machines?? I wanted to know if such a procedure was in place for normal IF members to make a complaint about a member of the Dev team?? which is not documented anywhere on the forum...😕 which in the 2 years i have been here need to be addressed.... with the uncurrent climax of promotions and expansion means that need addressing... im sure many would want to know who is policing the police? (so to speak) where does a member go to get such things addressed?

Now Im not having a go and the dev members and they are coming back with go to answer my questions

Kat😳

Originally posted by: Thakur Saab

First of all, let me tell you all, there is no divide between a dev team member and a member. In IF we all are members first and then dev team members. So we are all bound by the same IF COC code.

We are growing in leaps and bounds everyday and along with that our work load and responsibilities also is expanding.

I would say we are still evolving and at times we also make mistakes just as a member does.

However, we aim to rise above all that and try our level best to deliver the services we were entrusted with.All we seek in return is your cooperation and support.

First let me applaud Kat you on some very nice questions.👏 It will help many others who had similar questions but never got a chance to ask. Let me see if I can throw some light on your questions and do some justice to your questions :😳

My replies in BOLD RED for Kat's questions :

Catwoman wrote: 1. If a normal IF member see a post made by a Dev team member ...which is against the if rules. How does one complain about it and to whom? You have quite a few choices actually. Most have been listed out by the others so i will touch upon another option. a. You will do exactly what you do when you see a post by a member who has broken the IF COC code. You will simply "Report" the post and bring it to the attention of the Dev team. Just click on to the "report" button at the right hand side of the post and it will reach the Dev team and action will be taken ASAP. b. You can also follow the conventional procedure – Follow the hierarchy of how you can reach a dev team member…many have explained before me, so I wont get into details. A section usually has atleast two viewbies. So if one has erred and you are complaing against him/her , simply send the other one or the MOD of the section. If they are unavailable reach out to your Channel Moderator and if she is also unavailable , a GM is always there. If not then Reach the Admin. You simply choose who you want. 2. If a normal IF member see a group of members favoured by a dev team member who get away with braking the codes of coducted set out by Dev team... How does one complain about it and to whom? The Dev Team tries to be as impartial as possible. When we are moderating, personal preference really does not play a role there. It so happens that if a section of the members have done something wrong, and an action is taken against them, many a time they claim that there has been partiality and they have been victimized. But tell me, is it not our job as Moderators to ensure right action has been taken as the case demanded? Tomorrow some other group of members may do something wrong and that time similar action will be taken against them as well and then they claim we are partial to them too. So who really defines partiality. We MODS believe in one thing, if a situation warrants action, then we will take regardless of whether the person is a friend or unknown. Descipline will not be compromised at any level at any time. However, if you still feel there has been partiality, you are most welcome to report the action to the concerned authority citing the exact reasons with valid proofs and it will surely be looked into; 3. Does the Dev team have a group of Dev team members who are looking just complaints regarding dev team members? If so names and document should be made available. Dev Team does not have a group of members who are looking just at complaints, but every single " sensitive complaint" is looked into by most Dev team members of that rank, the situation is discussed in detail and a consensus is taken before a final verdict or decision is endorsed. There may not be any stipulations or guidelines laid out to members to show how the Dev Team operates. But just to inform you, we have our own communication systems through which we try to keep things moving . Most of the complaints that we receive whether be it against a DEV team member or any dicey issue, we let each and every such important PM go through some rounds of discussion between ourselves in the Viewbie/MOD section as the case warrants and only when we are sure of a suitable action we take it. And let me tell you, we just cannot warn or ban someone just like that. Everytime we warn a member on thewarning meter, we have to explain the reason for giving the warning ..and a warning meter is given when warnings by PM fall to deaf ears and rules still get broken. The warning also increases insteps of 20%,40%,60% ,80% and at 100 % the member is finally BANNED. 4. PM when not responded to it can feel dishearting to members... we all are human and can not get round to looking into each and every pm me recieve...But a simple ...hi thanks for your pm i will get back to you is not difficult. Yes, I agree it can be frustrating when one does not receive a PM reply back.😆 We try our level best to respond to each and every PM to the best of our ability. Sometimes depending on the workload, it may not be possible to reply straight away especially if the complaint requires some back up check up. But we surely respond. However, we will surely look into your suggestions and try to be faster in response in future.

Now that I have answered your questions, now I want to tell you something. I have seen some posts here talking about a GM and her actions recently when there were some issues. Now let me clarify some things here :

1. The article in spotlight was very suspicious, as it had too much of IF information in it which only IF members here were privy to. I don't have to remind you of the great love that the two "groups" have for one another and to what extent one can go against the other to score..😆 Copy pasting articles, spreading rumors, bashing, insulting, cursing, scoring one over other, well the game was played by both sides while we tried our best to judge impartially and sometimes got embroidled in it as well.
   

1. The GM did the what the situation warranted at that moment of time based on information that came in as evidence from different sources. Some may have been directly involved, some became a victim of circumstances since your name was listed in the evidences as well. So it got posted. But as soon as it came to our notice of the non involvement of the person, in bold red the apology was made and the persons name cleared. The said GM also apologized. We spoke about that and we sorted it out.

Then why are we bringing it again and again? In the "famously infamous section",😉 the amount of mud slinging that the two warring factions has done on one another is unfortunate. Now who started it, who continued it, who was right, who was wrong, these things don't matter. What matters is all groups participated in it and have stooped really low to score. All have made mistakes, but shall we go postmortem the mistakes until eternity or take them as lessons learnt and rise above all that and move ahead. Let's bury the hatchet once and for all. Let's turn over a new leaf now, shall we? 😛 So its a request NO more discussion here on that issue. That issue has now been replied to by me so its now a closed chapter.

And those of you who have been hurt, again we sincerely apologise. It was not intentional and we hope you will hold no hard feelings.

So now that we have in detail answered your questions on how you can reach out and complaint against a Dev Team member, I think we can now close this topic. Its time to reach out to some other issues which need attention as well…☺️😆 Any further query and you all can send me PM. I promise to reply to you all on the matter....

Can I close it now Kat???😳

Naina, Thakur and Dev team thank you for your comments.

Now i would like to suggest a few thing please if i may.

1. A procedure is made public to everyone regarding the escalation process to everyone... like Naina mentioned in her post. So everyone is clear

2. Dev team set up a group of Dev team members to look at the incidents once they are dealt with as a review of where we went wrong and as a learning curve for the future.

3. You set up a single mailbox for such Dev team complaints which are investigated by senior members of the Dev team.

Now Thakur Saab what have i brought up??? 😕.... chk this thread very carfuly i have mentioned nothing here... I have had lenght discussion on the matter with Naina and i have seriously moved on.. rest assure.... BUT alot of Fellow IF members have NOT and this will be brought up time and time again... as one of DEV teams BIGGEST mistakes.... I would also like to point out i follow the rules and have never scoped to such a level as some you have mentioned.

Now i hope you find these suggestions useful.. as now they are required on the forum .... don't you argee... See a newbie would not know what the procedure is if such an incident arised.... until you get involved in such an incident you really dont know the process....

Now once i get a response to this i will request closure

Kat😛

Originally posted by: sum2005

Sum ...myself and Naina have discussed the language used during this incident in great lenghts during this incident ... even i found it offence to be spoken to in such a manner... it was disgusting never in my professional career or personal have i even been spoken to in such a way and i have never spoken to an individual is such away either.... We were not the only individual during that time spoken to in such away many were and they all sent me the comments....

I have addressed this issue and many with Naina and others Dev members regarding how they should have handled this incident.. So let it go honey! As the senior members and the adults here "lets just take the mature opinion and hope they have learnt alot from this incident"... many of them are just kids and we learn from our mistakes to be better people in life....

Please on my request!😳

Edited by Catwoman - 18 years ago

" My responses in red below"

Originally posted by: Catwoman

Naina, Thakur and Dev team thank you for your comments.

No Problem..... aap hukum karae aur hum reply na de.... itni himmat kaha humare paas.😉😆

Now i would like to suggest a few thing please if i may.

1. A procedure is made public to everyone regarding the escalation process to everyone... like Naina mentioned in her post. So everyone is clear

Thats really a good suggestion, will surely forward it to Admin for consideration.

2. Dev team set up a group of Dev team members to look at the incidents once they are dealt with as a review of where we went wrong and as a learning curve for the future.

Generally the GM/ Admins do this and keep a history of similar cases for future reference. The threads where we discuss the "issues" are all saved in the database in the MOD section and can be pulled out of archive any time.

3. You set up a single mailbox for such Dev team complaints which are investigated by senior members of the Dev team.

That is what the "report " button does. Takes all the reported or complaints to a common destination from where we pick it up for action. That is our designated complaint mailbox.😛

However, will put forth your suggestion to Admin for consideration

Now Thakur Saab what have i brought up??? 😕.... chk this thread very carfuly i have mentioned nothing here... I have had lenght discussion on the matter with Naina and i have seriously moved on.. rest assure.... BUT alot of Fellow IF members have NOT and this will be brought up time and time again... as one of DEV teams BIGGEST mistakes.... I would also like to point out i follow the rules and have never scoped to such a level as some you have mentioned.

Well my response was specifically to your questions and these comments were for you personally (wherever applicable) and to others who had made some comments as well. When I said you, I meant you all, the others who had some issues and reservations as well. So, please rest assured that if you haven't raised the questions addressed then the "you" doesn't include you...😊 and you also encompassed all those members who haven't laid to things to rest. Bitterness brings bitterness, unless we make a fresh start nothing can happen.

I wish all follow your path and take all past mistakes or experiences as lesson learnt and move on.😊

Now i hope you find these suggestions useful.. as now they are required on the forum .... don't you argee... See a newbie would not know what the procedure is if such an incident arised.... until you get involved in such an incident you really dont know the process....

That's why I thanked you at the onset for bringing forward this questions.Really appreciate it.😊

Now once i get a response to this i will request closure

😆 OK, So now can I close ?😡😆

Kat

Originally posted by: Thakur Saab

" My responses in red below"

😆😆 for some reason u like bold and red! im blue 😳

Again Dev members thank you for responding and i hope we all can make this place great as it is!😛

Kat

Originally posted by: sum2005

kat i dont want this issue again to be discuused but some dev members were happliy saying ho kaa issue i think it was sloved and the members happily accepted apology so to throw them some facts which they dont know how the persons accused r feeling so i digged it again.

from now i hope they wont make any other innocent people as sapegoats to make some of their dearones prove innocent.

thakuur saab u r a very good dev team member who acts neutral with the members . 👏 relly if u r not there ao many members like me had left this forum.

once again thanku so much for uR services as a GM for IF.hope the new GMs take u as role model .

thanks sum for being the grown up here and letting it go...

Must say i learn a valuable leason from it all... never knew i had so many IF members who supported me through out the whole incident.. which i was shocked by! but goes to show in this place you are who u are by your posts. 😛

Naina and Aji hardwork throught the crissis helped everyone calm down and just let them handle the situation and they have now idea how much respect they have on the forum because of it... 👏👏

Now i can say this sort of thing will never happen again and if it does we have the right Dev team members to deal with such an incident... 😛

Kat😊