Moderation seems to be a massive issue on Habbo

[Slowpoke]

I no longer use Habbo anymore. But I still view the Habbo sections on here and a lot of the threads in the 'Bobba' section have had me thinking.

Sulake's profits are up this year, that's correct right? You'd think that -because of this - plus the fact that many hotels have merged meaning there are less hotels to police, that Sulake would be able to afford have a greater number of moderators on the hotel meaning they'd have more time to be able to properly deal with reports and queries, not just relying on automated systems. Customer satisfaction should be of greater priority and it seems that over the last two years, the quality of moderation on the hotels has declined significantly

[Demi]

I've a pending ticket in to them, been 4 days... Just says enough.

[james,]

I'm still waiting to be un-banned however nothing yet.

[Demi]

They do take their time... Stupid Sulake

[MKR&*42]

Customer Satisfaction should be the priority, but it doesn't work like that xL

Most businesses aim for profit as their goal - not customer satisfaction, Habbo are doing exactly the same thing - they're no longer a 'fun game for teens' they're now a 'profit-making, unhelpful and child-targeted game'. And yeah, they are up this year, but they weren't up the year when they merged, they went down.

Basically- everyone hates the moderators (as you've seen in the 'Bobba' sub-forum) and Sulake obviously aren't going to do anything about it. There's posts about it on the uservoice forum, I'm sure it was discussed at soapbox and they've seen people complain many times - fact is, they're not going to improve. They fired English, Canadian, American and Australian mods - leaving Sinagaporian mods who speak limited English x_X but are 'cheap'.

Yes, everyone thinks 'Customer Satisfaction should be the priority' but it rarely is - Habbo Hotel is the 5th most popular website on the internet, and for every 1 user they lose, I expect about 3 more join :L

It's a tough "E-world", don't expect Sulake to put customer satisfaction first, over profit.

----

Considering people are giving examples. I got hacked like, when I was a complete newbie and didn't find out how to recover my account for quite a while (it was on the same e-mail so it wasn't terminated) but when I found out, I emailed them of course explaining that I was hacked and they advertised scam sites leading to a ban.

I got a reply in 2 days (unusally quick) and they said 'You were not accessed by another IP address' when I must have been, unless I hacked myself? x_X. So I contacted them again and they asked me to give some details about the account to prove it was mine (e.g. Name 3 friends on your account) so I did, and got the same response 'Not accessed by another IP address'.

I contacted them a FURTHER 2 times and same reply again. I Just gave up tbqh - Poor moderation and customer service.

I just learned to not even give a **** about mod's anymore - considering I've banned for swearing? LOL. and 100 other ridiculous reasons.

[Red]

There absolutely are useless. Mods just dish out unfair bans without checking etc or just ignore calls when someone actually is breaking the rules. Customer service is equally bad. 11 days and I still haven't been assigned to a help desk operator.

[Slowpoke]

Most businesses aim for profit as their goal - not customer satisfaction

Should the quality of moderation and customer support continue to decline (if that's even possible), it's likely players will start to question whether the site is even worth using anymore and may stop playing altogether. Who wants to play a game with a poor standard of customer support and a lack of communication between staff and users? Do you see what I'm getting at here?

[MKR&*42]

Should the quality of moderation and customer support continue to decline (if that's even possible), it's likely players will start to question whether the site is even worth using anymore and may stop playing altogether. Who wants to play a game with a poor standard of customer support? Do you see what I'm getting at here?

I did consider that and think 'oh, they might counter-act with each other' but the fact is, so many people complain about the Mod's and they all play Habbo still XL - Habbo's like a drug to them

Also, yes the customer support system and moderation system is appalling - but they still manage to please people by releasing these new furniture lines and pets and competitions. So, that sort of makes up for the poor customer support.

If they stopped releasing 'appealing items' and Moderation stayed poor, then I do think that many people would simply get fed up of playing Habbo and just quit.

I do see where you're coming from :L

---------- Post added 22-10-2011 at 04:24 PM ----------

There absolutely are useless. Mods just dish out unfair bans without checking etc or just ignore calls when someone actually is breaking the rules. Customer service is equally bad. 11 days and I still haven't been assigned to a help desk operator.

11 days?!

Jeez, that's awful o.O - when they do contact you, 'Rage type' at them

[Slowpoke]

Hmm, I'm not so sure. Habbo has declined in popularity quite substantially in recent years and I'm sure the absymall state of the moderation and customer support has played a role in this. A good example is when a "rich" player is banned, it's likely they will be so pissed about losing all that furni that they question whether it's worth giving it another go if they're unable to get their account back. What do you think?

[Red]

yip 11 days and its question about an appeal I submitted months ago, they said they would look into it but never got back to me ;l