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Conservative Ladykiller

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Don't get me wrong, I understand why this is done. I just think that there should be a different way of handling the reactivation of these closed accounts; namely, something more efficient (though I don't have something specific in mind).

Presently, to reactivate an account, one must file a ticket. The generic "expect a personalized response in 14 business days" is received.
I don't know about you, but 14 business days seems a bit long for someone who just wants to log into their account after being away for a while.

Now let's factor in how long it actually takes for a ticket to be handled. I haven't been on for a few years now so I don't really know what it is, but apparently 30 days is the average from what others say. If this is true, this should be reflected in the ticket itself. I'm sure this will reduce the many exchanges of: "it's been 14 business days, why haven't I gotten a response yet?" "The average response rate is actually 30 days!"
(Though from my experience, 30 days doesn't make much of a difference when you still don't get a response in that time. It's almost been 3 months myself.)

Evidently, the issue is with customer service and the speed with which it deals with inquiries. Can there not be a different way for users to reactivate their accounts? It's hardly motivating to become a member of this site once again when I'm asked to wait so long just to log in.

If you're going to close my account due to inactivity, I'd rather not have to wait months for its reactivation.

Perfect Saint

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The sad part is that you don't even know who to PM to check up on the ticket progress as opposed to PMing moderators with report progresses.

Conservative Ladykiller

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Myrielle
The sad part is that you don't even know who to PM to check up on the ticket progress as opposed to PMing moderators with report progresses.

Even more confusing as someone who hasn't been on the site in ages.

I just followed what people were saying in the q&a section and PM'd a mod about my ticket after a month passed with no response. They just told me they couldn't do anything and to continue waiting (unsurprisingly).
Then someone else suggested to me I try contacting an admin about it; I decided against it since they're obviously flooded with messages and I thought my issue wasn't too pressing and would be dealt with soon anyway. I guess not. /shrug.
But after some point it just gets a little ridiculous.

Fashionable Businesswoman

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Something should really be done about this. I'm locked out of four accounts because of the way this is handled and I would really appreciate a quicker response. Or at least something a little less weird than "make a secondary account (and drive up the amount of data we have to store) to MAYBE restore your account within a month."

Conservative Ladykiller

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EternallyAnna
Something should really be done about this. I'm locked out of four accounts because of the way this is handled and I would really appreciate a quicker response. Or at least something a little less weird than "make a secondary account (and drive up the amount of data we have to store) to MAYBE restore your account within a month."

It's worse now, too -- I'm sure the tickets are clogged -- since they fixed that one glitch regarding the closures that ended up closing a bunch of accounts again though people had only just logged in the other day.
I filed my ticket a little before then so I can only imagine how long it'll take for those inquiries to be attended to.

Unholy Spark

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I don't see why you can't just put in the answer to your security question and open the account again. That would've been a better solution. It makes me wonder why Gaia made this much work for itself by doing it the way they did.

Fashionable Businesswoman

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As far as I can tell (from this), there is only one person who has any ability to respond to these issues at all. With a memberbase as large as Gaia's, that is absolutely ridiculous. Gaia really should assign others to deal with this kind of issue as well.

Demonic Bookworm

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Adnama Lavode
I don't see why you can't just put in the answer to your security question and open the account again. That would've been a better solution. It makes me wonder why Gaia made this much work for itself by doing it the way they did.


The reason they didn't use security questions is because too many users were being hacked BECAUSE of security questions, they caused more harm than good.

Tipsy Prophet

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I had the same issue. Got lucky and had a mod help me. Waited only about a week or two.
Maybe you just need to get the right person's attention.

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Totally agree. I'm sure some people contemplating rejoining gave up because of the stupid process.

Caring Vet

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EternallyAnna
As far as I can tell (from this), there is only one person who has any ability to respond to these issues at all. With a memberbase as large as Gaia's, that is absolutely ridiculous. Gaia really should assign others to deal with this kind of issue as well.


Actually, more than one. It may say in the description that omni moderators are primarily responsible for account issues, but they do not handle tickets or account reactivations--that's the admin's job, and there are other admins on Gaia besides the two mentioned on that page.

Additonally, that person isn't the only omni mod on Gaia. Take a look at the moderator list for CB, and you'll see 3 other omni mods listed.

Also, you cannot just become a global mod or an omni mod. In order to become a global mod or an omni mod, a site mod has to work their way up the ladder.

Fashionable Businesswoman

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Light Soprano
EternallyAnna
As far as I can tell (from this), there is only one person who has any ability to respond to these issues at all. With a memberbase as large as Gaia's, that is absolutely ridiculous. Gaia really should assign others to deal with this kind of issue as well.


Actually, more than one. It may say in the description that omni moderators are primarily responsible for account issues, but they do not handle tickets or account reactivations--that's the admin's job, and there are other admins on Gaia besides the two mentioned on that page.

Additonally, that person isn't the only omni mod on Gaia. Take a look at the moderator list for CB, and you'll see 3 other omni mods listed.

Also, you cannot just become a global mod or an omni mod. In order to become a global mod or an omni mod, a site mod has to work their way up the ladder.
Okay, that's good to know. Even though there isn't actually an easily accessible complete page that give that information, apparently. So there is a decent amount of people who have the capability- is there such a high volume of issues that these don't get addressed in a timely manner? If that is the case and the workload is that high, then they should be looking for additional people to help with that. That's a standard model for any website.

Conservative Ladykiller

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Souverain
I had the same issue. Got lucky and had a mod help me. Waited only about a week or two.
Maybe you just need to get the right person's attention.

Oh, that's really nice!
But the majority is still stuck waiting a fair amount of time for something to be done.

Should I be jumping through hoops trying to get my account back when it's not under any immediate threat and the only crime I've committed is not having logged in for some time? I'd like to think not. Personally, I was surprised and annoyed when I saw that the site had closed it during my absence. The process of reactivation hasn't exactly aided in any of this.
The moment I can officially say I've waited 1/4th of a year for something to be done is the moment it all just gets pathetic for me.

Tipsy Prophet

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crystal cascades
Souverain
I had the same issue. Got lucky and had a mod help me. Waited only about a week or two.
Maybe you just need to get the right person's attention.

Oh, that's really nice!
But the majority is still stuck waiting a fair amount of time for something to be done.

Should I be jumping through hoops trying to get my account back when it's not under any immediate threat and the only crime I've committed is not having logged in for some time? I'd like to think not. Personally, I was surprised and annoyed when I saw that the site had closed it during my absence. The process of reactivation hasn't exactly aided in any of this.
The moment I can officially say I've waited 1/4th of a year for something to be done is the moment it all just gets pathetic for me.



Yeah I was RAGING all over the place about it. I was so pissed off. There's a million other ways to prove your account is yours and they chose the hard way.

Mega Mage

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I put in an ticket to reopen my inactive account...about 2-3 months ago and haven't heard a word since. I understand you can talk to a mod, but honestly it's pretty bad customer service if you have to go to a mod to get a ticket serviced instead of having the ticket system actually working. I understand there are a lot of tickets and most likely not enough people to service them, but honestly this is absurd. Either drop the "14 days" bull and be more honest about the wait or actually hire people to get the job done.
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