♥♥♥♥ers, Clash need a better report system?

[PyroXIII]

I mean, do you really expect someone to type individual unique messages for every report? That's never going to happen and shouldn't happen because there aren't enough hours in the day to handle every complaint directly. In the world of Customer Care/Service in general, they will always send an automated response to the initial complaint. If your complaint (or in this case report) is valid, then a representative will look into the issue, solve it, and send you a more personal response.


OP point about sharing replays may be valid. His call-out of putting a "fear of straight ban" is already in place.

This

I contacted SC when I lost my mini account due to being too dumb to think of linking it to my spare G+ account. I contacted them, got the automated response followed by a very friendly helpful response resulting in the recovery of my account. They even linked the account for me.

Back on topic I have also been attacked by people clearly using nefarious means/advantages. However the amount of times it appears to happen makes me really not care. I think most people moan about more than is realistically called for. The automated systems are annoying and ruin the game but the most common one, in my personal opinion, is way less destructive and I don't, in my personal opinion, believe it merits such attention/moaning/frustration. It's become boring reading about it.

My 2.5c.
Lakker

[AxionXD]

I mean, do you really expect someone to type individual unique messages for every report? That's never going to happen and shouldn't happen because there aren't enough hours in the day to handle every complaint directly. In the world of Customer Care/Service in general, they will always send an automated response to the initial complaint. If your complaint (or in this case report) is valid, then a representative will look into the issue, solve it, and send you a more personal response.


OP point about sharing replays may be valid. His call-out of putting a "fear of straight ban" is already in place.

There should be no expectancy of a secondary response once the issue of a reported exploiter has been dealt with.

You might get an automated response to a report of an exploiter, but that does not mean that account hasn't been flagged for review and it does not mean that account will not get it's just desert.

They just aren't obligated to, nor are they willing to, tell you and everyone that reports an exploiter what has happened to those they reported. It may not be immediately, it may not be tomorrow, but they will get banned. They may get a two day warning, a seven day warning, a 30 day warning or be banned out right.

Which of the above will happen to those you report is not up for public discussion much less to the individual doing the reporting. Just because you don't get to see a list of those being banned does not mean they aren't being banned....

Of course there's also the possibility that those you are reporting are innocent players and nothing will happen to them.

[trevman1213]

Same happened to us our past war. Nearly exact same actually.

As as you can see here, it was the first attack on the base (attack on #10). http://m.imgur.com/c4PpKzP

And there are so many possible spots for giant bombs that it would be near impossible to get so lucky to guess them, and I don't believe this is a popular base. http://m.imgur.com/0sf0qQk

Yet this guy easily found them with 2 giants and 2 hogs. I understand finding the one by the cc lure, but not the other two.. http://m.imgur.com/opneJ06

So how could you report this? You can only include one picture in the in-game report feature, and I've heard that supercell only uses that anymore and not email/forum

[AxionXD]

Same happened to us our past war. Nearly exact same actually.

As as you can see here, it was the first attack on the base (attack on #10). http://m.imgur.com/c4PpKzP

And there are so many possible spots for giant bombs that it would be near impossible to get so lucky to guess them, and I don't believe this is a popular base. http://m.imgur.com/0sf0qQk

Yet this guy easily found them with 2 giants and 2 hogs. I understand finding the one by the cc lure, but not the other two.. http://m.imgur.com/opneJ06

So how could you report this? You can only include one picture in the in-game report feature, and I've heard that supercell only uses that anymore and not email/forum

How does someone determine it's a user using an exploit from that screen shot? Could easily have been someone who wanted to take out the two mortars out first, and like any smart Hog Rider user, only dropped one Hog at each to check for Giant Bombs.

That's also the problem with everyone's insistence for stricter anti-exploiting policy. Does Customer Service even have the ability to actually judge, even from ALL THREE screenshots posted, whether or not a H@ck was actually used? They should have access to replays on their end but probably not at Tier 1 support, which is why you get a generic response from Tier 1 support while a Tier 2 support would need to work on it further.

[DOOM2U]

It is my understanding the terms of service violators cannot see traps teslas or cc troops since first airsweeper update and to this date.

[BluBest]

dude, either he watched a war replay and saw where they are, he knew the base, or you were dumb enough to let one of the members of their clan into yours and they scouted your traps, either way, they did nothing wrong so reporting him would be pointless.

This^
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[DOOM2U]

Mods are patched.

Nope i think you are wrong. i don't have 1st hand info but every time this comes up i go to the chief terms of service violators facebook page and read some posts to the page, the tears are still delicious. but i could totally be wrong too, there may be something else I've never heard of for all i know.

[kbergou21]

There should be no expectancy of a secondary response once the issue of a reported exploiter has been dealt with.

You might get an automated response to a report of an exploiter, but that does not mean that account hasn't been flagged for review and it does not mean that account will not get it's just desert.

They just aren't obligated to, nor are they willing to, tell you and everyone that reports an exploiter what has happened to those they reported. It may not be immediately, it may not be tomorrow, but they will get banned. They may get a two day warning, a seven day warning, a 30 day warning or be banned out right.

Which of the above will happen to those you report is not up for public discussion much less to the individual doing the reporting. Just because you don't get to see a list of those being banned does not mean they aren't being banned....

Of course there's also the possibility that those you are reporting are innocent players and nothing will happen to them.

The fact that you think there should be no secondary response raises the question of whether or not you've ever had customer care experience or worked in an industry where customer care is required. A secondary response can also be automated but is necessary to confirm to the customer that their complaint has been resolved. That's all it needs to say. If you don't do this sort of confirmation in customer care, then your customers have no idea if you are truly working on their behalf. It doesn't need to state the result, I don't think anyone is implying that it should.

[KletusfromEvilQueso]

I agree it would be nice to have the ability to report suspicious behavior in an efficient manner.

[AxionXD]

The fact that you think there should be no secondary response raises the question of whether or not you've ever had customer care experience or worked in an industry where customer care is required. A secondary response can also be automated but is necessary to confirm to the customer that their complaint has been resolved. That's all it needs to say. If you don't do this sort of confirmation in customer care, then your customers have no idea if you are truly working on their behalf. It doesn't need to state the result, I don't think anyone is implying that it should.

It's a secondary response based on something that is a company policy not to reveal.

Even on this forum, you are not allowed to discuss any punitive actions that you've been issued. Likewise, I'm sure their Customer Support team is also not allowed to discuss punitive actions that have been issued to players other than the player being punished.

You may not discuss publicly any (disciplinary) actions taken by staff, moderators or support such as banning, closing forum threads, deleting forum posts / threads etc. This also includes posting publicly any private messages / emails you have received from either staff, moderators or support. *NEW*

http://forum.supercell.net/showthrea...les-%2ARead%2A

If it is a normal customer support issue, absolutely, there should be secondary follow ups. That's not the question.

The topic of discussion here is reporting suspected exploiters. Since Supercell has a policy not to name and shame anyone, guilty or innocent, what would a secondary response consist of in the case of reporting a player who is exploiting the game?

"I can't tell you what happened, but something happened, have a great day!"

While that may make you feel warm and fuzzy inside, I bet their Customer Support is buried deep enough that this would be considered a bit wasteful. Also, in the grand scheme of it, ny saying that "something happened" doesn't that imply that they banned the user?

So how would you respond as a secondary follow up without revealing what punitive actions befell on the reported user, that wasn't covered by the initial response?