We wanted to give you a little heads up as to why you may not be seeing Muldar and myself as frequently right now.
Currently, we are both focused on helping to get our Customer Support team caught up from the holiday break. That is in the in-game tool, emails, Facebook, etc!
Why are you focused on this instead of answering all of us!?
There are a couple of goals here:
1. We all want faster support responses right?! If we're constantly playing catch-up, then we'll never get to the point in which we can start to get ahead. If we can get these caught up now, hopefully, we will be able to keep response times down in the future. Additionally, we will look at streamlining some process and tightening up policies to help with this as well. You may see updates to policies coming in the future.
2. The forums are for discussions needed to the many. The forums are not here to circumvent the support or appeals processes. Additionally, by submitting the same ticket across many channels, there is more room for error as communication may not be received or actions that needed to happen may be reversed since it was taken care of by another staff member. While we understand sometimes a PM is necessary, PMs should not be taking up the bulk of a CMs day. We are here for the many, not the few. Also, if we're spending 80% of the time in our PMs, that is less time to develop new programs, events, contests, etc.
Don't worry; we're still reading all the forum posts here and the team is still very active. We will be answering and paying attention. We hope you understand and thank you for your patience.
and not ban actual offenders lol.