This would also be great to have. In my friends situation he could’ve understood the PayPal issue instead of being left without answers for 3 weeks.
Terrible Support
- Thread starter Cade
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Honestly, for the most part, management level tickets generally don't take that long. It's only been very recently that I've gotten behind them. I am most of the time on top of them. That being said, there's a bunch like I said earlier that I really can't do right now or it's not practical for me to do right now.
We just recently opened staff applications and that's when we promoted Xander, Ally, and Twinight, they have been doing an amazing job as well. With that said, I continue to not be a big fan of applications. I much rather continue to handpick staff members whenever it is possible.
I don't disagree. In this specific case, the payment issue is something we don't have a lot of information on ourselves. There isn't a definite timeline I could even provide because I'm not 100% sure myself.
My friend has his receipt and all, why can you guys not provide his rank?
me knowing its going to take 1-2 months for scam resolvers to just review these 
https://gyazo.com/ec4970d2247271431ba37466867b9ca1
https://gyazo.com/ec4970d2247271431ba37466867b9ca1
The information we do have is in the account upgrades page for anyone to see.
That is the some information we have. Ads and upgrades aren't working and we are working to get it working as soon as possible. Anything else we give wouldn't be information but speculation that's just inappropriate to give.
The only logical solution would be to scale down the website as to make it easier to moderate. Focusing on the Minecraft aspect of the website would make the most sense and stop supporting the sale of products unrelated to Minecraft. It would certainly lower the number of scam reports. However, people would complain like they always do. Nobody is ever satisfied, there will always be another problem.
Well, it's been a long and cruel ride since I opened my support ticket for my unreceived rank upgrade. I never thought I would have to do this, doing this was not what I wanted to do but I simply can not tolerate this terrible support.
August 2nd: I saw a sale on the rank upgrades and I figured why not, I use this platform why not support it and I can get those cool perks such as the dark theme. I paid for the rank and it told me it went through. I saw my rank was not added initially which I did not mind, I will wait for it to be added.
August 3rd: Time passes by and I post this in a group chat between close friends, one of my friends Varner who made this thread, told me to make a ticket, he furthered this and he asked a staff member in shoutbox who told him that I needed to open a support ticket now to get it resolved faster. I did just that.
August 4th: I got a reply from Ally who alerted me that she had moved this ticket to "Requires Management". This did not offer much, we joked about it as well.
August 11th: As the reply to the ticket shows, I grew increasingly restless of how long this support ticket is taking. Ally replies again, telling me that Kram has been assigned this ticket.
August 14th: Around this time, this notice started to show up, still did not offer much.
August 23rd: After a long time with no support from Kram, administrators, or another update on the issue I decided enough was enough. I replied to the ticket stating an ultimatum that is legitimately valid to give.
August 24th: Varner grew furious along this time and decided to put a spotlight on the issue by creating this thread "Terrible Support". Notably, when this thread picked up some steam, Kram did reply to this thread with information that should have been given a long time ago. I would like to note that Varner's email alerts of Kram's response were edited on the site, this is not a big deal but indeed odd.
September 3rd (final): At the most inconvenient time, Kram replies to my support ticket very late on a school night. By the time I have even seen the ticket, Paypal automatically closed the dispute (which was escalated to a claim by PayPal) in my favor because Mick did not bother to reply to the dispute at all. To add insult to injury, this reply asks me for the details of the payment because they can not find any logs... this can not be real! the payment I made on MY account on THEIR website even shows my mcm profile name on the payment receipt.
In conclusion...
This has absolutely been the worst support I have ever received from any product, at least that Family owned restaurant gives me a whole new entree very quickly when they mess up on my order. I am posting this because I will be inevitably be banned from this website for "Chargeback" when they "get their logs in order" even though I am 100% in the right to have done so. Thanks to all those I have met and had a great time with since being on this platform, have a great day everyone!
This has absolutely been the worst support I have ever received from any product, at least that Family owned restaurant gives me a whole new entree very quickly when they mess up on my order. I am posting this because I will be inevitably be banned from this website for "Chargeback" when they "get their logs in order" even though I am 100% in the right to have done so. Thanks to all those I have met and had a great time with since being on this platform, have a great day everyone!
We have never and will never ban a user from our platform for charging back on a product that they never received. The reason you didn’t get your upgrade was due to faults with our payment processor. There is no reasonable person who would believe it’d be fair to blame a member of our community for that. You are the victim here, along with everyone else who didn’t receive their upgrades/ads/etc while payments were down. You deserve your money back as well as an apology at the very least, and appreciation for the patience that you did express while payments weren’t being handled and our support was backlogged.
I’m sorry for the excessive patience that was being required of you. It should never have been.
Thank you for handling it so well, and hanging in there with us while we scuttled about trying to resolve everything for everyone. It was really cool of you.
I detect sarcasm
I have nothing but gratitude and respect for anyone who displays more patience than should have been necessary.
This user definitely displayed that patience, even if he did, understandably, end up charging back in the end.
Completely disregards this this thread is calling out your team for "terrible support"
lol mcm staff is seriously a joke, its just they know that no matter what they do they know there isn't a true competitor forum so that is how they get away with it, which unfortunately we can't do anything about.
It is all good showing gratitude and respect to them, however, that does not fix the underlying problem.
If the argument is being made that more staff can't be hired to help clear the backlog, why? If the reason for it is money, how much are they being paid? It cannot be much as I have been told by multiple staff members that it is more of a thank you than a wage.
Even if money was an issue here, there are many people in this community that would volunteer.
Another reason that was made is that you cannot trust people, and that is a fair reason, however, you can never truly trust someone on the internet.
If there are reasons that the staff team is as small or slow as it that I haven't talked about here, reply or just send me a message. I'll be happy to discuss.
Just a quick note, I thank the Staff Team for what they are doing, the problem is not the bottom-line, it is with the way the staff team is structured, the amount of staff, mostly just things out of their control.
I believe my reply here still applies:
Additionally, the percentage of our ex staff members who have been banned for scamming is already far higher than I would have ever considered acceptable. We’re committed to ensuring that number doesn’t increase, and a huge part of that is ensuring that we’re vetting the people we choose. Not promoting people who are risky, or behave in a way which would indicate that there may be issues with their character later down the line. You need only look at how many reputable members of this community have been banned for scamming to realize how difficult it is to foresee. Not that scamming is the only concern. There have been other betrayals of trust that we would be neglectful to allow to repeat.
Ultimately the issue comes down to the fact that our community is mostly children. Our confident options are very small in number, and when we do find people who we’re willing to take a risk and invest training time into, they are highly motivated and active only initially, then end up quickly realizing that the red name color they thought would be an easy boost to their credibility isn’t worth the stress, relentless criticism, high expectations and always demanding responsibilities. They resign, or are demoted after becoming demoralized and unmotivated, and we have to set aside more time trying to locate and train additional chat mods who will remain dedicated beyond their initial month of activity.
We’ve had so many cases of poor mental health within the staff team that it’s scary, and I want to clarify that I don’t blame those who resigned or dropped off and were demoted for their lack of activity. Even if it wasn’t caused by, but rather inflamed by your positions here, I understand. I know as well as anyone what you guys have gone through, and I only want the rest of the community to understand. This isn’t the position most people think it is.
Nevertheless, we continue looking for more people almost every month. We continue to go through the training process, and we try to make the team as welcoming of a place to them as possible. We’ve been better at holding onto people lately, and I credit that to how tight-knit our long term members have become. It’s difficult to leave people you consider your family, especially when knowing you’ll be making things harder on them when you go.
I don't really appreciate this speculation about our mentality when it comes to performing our staff duties on MC-Market - because that's what it is; speculation. Every single one of us try our best to carry out our duties at any given time we're free for it. You have to take into consideration life circumstances too, which Justis very much touched on. Sure, there can be a few staff members inactive at any given time. They're just as affected, if not more, by the the goings-on of life as the rest of us are. (With that said, I'm not getting into a debate about why they remain staff during their period of inactivity; it's none of your business.)
If we went by mentality that "hey I'm being paid, let's do bare minimum to earn some money" (which I'd like to point out the ridiculousness of by the way) or "there's no forum that compares to us, let's do bare minimum" or variations of that sentiment thereof (that is, do bare minimum at any point), I can assure you that your experience would not be nearly as pleasant. I also don't see what you have to gain by saying any of that, and it's disappointing that you'd try and undermine us on such a petty level.
At this point I've heard so many people make similar speculations about our processes, our ideals, our mentality, whatever that it's not funny - and I've had the honour of being staff for merely a month and a fraction. I urge you to attempt to truly consider what it would mean if we did bare minimum for a moment.
You might not appreciate a lot of what we do, you might not like the dysfunctional components of our work here - and that's completely fine. You can't see everything we do, so a lack of appreciation on the first point is understandable. There will also be flaws and issues in nearly every system; our roles on MC-Market is no different and we all strive to improve, always, where we're able. We do take on board criticism where constructive. We're people too, we do make mistakes and every one of us know it. We're reminded of that daily.
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As the above comment, I don't have time to write an essay in response but I just want to point out a few things here.
The MC-Market staff has done nothing to contribute to my experience on here. Any assistance I need comes from mcm users, not staff. My only negative reputation is from a staff member who didn't like me messaging him on discord. I would have more money if mc-market staff didn't have as much control, so don't say you have enhanced my experience online.
The only thing I can think of where I have received help from mcm is when I need resources transferred to different accounts, but then I remember that a month ago I was banned for a month for uploading the wrong file (and it was a clear accident, the staff member even agreed and still banned me)... so no still no benefit there.
When multiple mcm users have solid proof that the service here is subpar, including the op of this thread, you don't get the right to disregard our claims as "speculation".
Perhaps a key reason in why the mcm staff get called out for poor support is because of the secrecy you guys try to uphold. What's the point in saying it's none of our business to know? Like its most likely something family related or irl, and to be frank we don't care and never even asked. (We don't care about why they're staying staff, obv we care if they have irl issues). But small things like this where you guys try to stay stay private and not include the community is where your reputation comes from.
Okay this is the last thing I am going to point out... The biggest problem with mcm staff is that you guys think you're always right and even at some times refuse to listen to other opinions. And that's where I come from when I say you guys do whatever you want because there is no competitor marketplace, there is nobody who is going to check your team so even when you're in the wrong we have to deal with it.
Staff are paid.
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