How long does support chat take these days?
Hosette-ING
Posts: 3,151 ✭✭✭✭✭
I dropped a well-documented abuse report into the support chat about a week ago and haven't received a response yet. I can't remember waiting for more than a day for a response until now. It's ticket # 25598752 if that helps.
I have something else to request but can't do so while I'm waiting for the previous one to complete, yes? If I lose that browser window is there a way to see the response to a report?
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@NianticAaron Perhaps you can help? I know they are very busy.
@Hosette-ING if you use the new form you can do multiple reports.
@Elijustrying-ING Mis-tag, but thank you for the info.
The background is that there's a large and ever-growing collection of photoshop fakes in my area. I submitted about a dozen of them to the help chat about a week ago along with links to the sources of the images that were used for the fakes. I've reviewed more since then including one a few minutes ago... I've gotten to the point of being able to identify these fakes immediately and the creator does something that makes it very clear that it's from the same source.
I would love to get them shut down so that they don't keep polluting the database with fakes, but new ones are popping up regularly. They are definitely high-quality forgeries and it's easy to see how they can get past reviewers.
Thanks for the further information it will help Aaron and their team to know that context.
PS corrected the tag it is a very annoying little glitch on these forums.
I see that your report has been added to the pipeline to be reviewed. Please be patient and you will receive a response once the report has been reviewed.
You can submit more reports using the new abuse form. Please refer to this link for more information: https://community.wayfarer.nianticlabs.com/discussion/44400/update-to-our-abuse-report-process-help-center-abuse-report-form
Thanks,
@NianticAaron Is there any way to see the results of my support chat when it's processed? I got logged out of Wayfarer and now all I have is a shiny new chat window for reporting.
I see that your report is still unprocessed. Please follow-up in a few days and I'll share the results through DM.
You can try to keep report open in separate tab, and regular wayfarer in another tab. When you expect forced logout, refresh the regular wayfarer tab, login, and after that check the report tab.
@holdthebeer-ING I was doing exactly that but then my computer decided that it needed to reboot.
@NianticAaron Can you check on my report please?
This is part of a multi-pronged cleanup of systemic abuse, with two separate reports from me and two others from a different player. They are all photoshop fakes where we have either verified in-person that the artwork does not exist or identified the online source of the artwork that was stolen for the fakes. I've been getting more of them to review, including one last night, so the systemic issue has not yet been addressed.
I was wondering the same.
I filed a report for abuse for the first time almost two weeks ago and I still didn't get a response. Don't know what is my ticket number since I was expecting an e-mail with all that information, just like the ones we receive every time we submit a new stop or a photo to an existing stop.
The guy who told me how I could file a complaint about review abuse said I would get a response the next day.
I used the support chat last week to report a fake wayspot on PRP with some pretty comprehensive evidence and it was actioned within 90 minutes, so for me it was incredibly short turnaround. On the other hand, I used the abuse form for another report a couple of days ago, just got an update today thanking me for my patience while they look into the report and will follow up once they review everything.
Previously when I used the support chat, I've always had a turnaround of within 24 hours. I've learnt to always keep the ticket number wen using support chat, as sometimes attaching screenshot causes my browser to lock up and I'd lose conversation history.
@AeriTheBOFH-PGO How do you use the ticket number to get further information?
I actually never needed the ticket number to get more information, the only time I used it was when uploading screenshots, browser locked up and I had to restart Firefox then logging a new ticket referencing the old ticket. I do my wayfinding (and Internet browsing in general) in virtual machines so it's pretty easy to keep it open.
Agreed that support chat should be better at keeping sessions though, I've always saved the ticket number just in case I need to use it for follow up on the forums. Learnt after the first time that no emails are generated from support chat tickets.