Hilarious WotC Customer Support Incident (or: Is This Fail?)


Pathfinder First Edition General Discussion


This might get a bit long, thus: spoilers.

So I was on the WotC forums, and I saw a thread called "What Book Should I Buy Next?". Being the helpful gentleman that I am (and not at all a troll), I replied, and the following exchange took place:

Thread Excerpt:
Me: The Pathfinder Core Rulebook!

Some Other Guy: Why don't you take your 3rd edition chatter elsewhere?

Me: Becaaause... I don't have to?
Because these are the Wizards of the Coast Boards, and I'm a WotC fan?
Because I've been on these forums since 2005?
Because D&D is my hobby, and I'm very interested in the directions, trends, and attitudes that will be shaping the next edition?
Take your pick. : )

The next morning, all of my posts (my reply to the OP and my reply to the jerk who told me to sod off) were absent from the thread, and I had an e-mail from WotC Customer Service. Over the next several days, the following correspondence took place:

Customer Service Incident Log:
Online Response Crew: In our online communities we strive to create a safe and fun environment for all of our members. We have set up a Code of Conduct to be as fair as possible. You can find our Code of Conduct by clicking here .
In participating in our games and services you will encounter thousands of other members who come from different backgrounds and have many different experiences. Certain languages, information and images may not be offensive to you, but may have an effect on someone else.
We found content you posted on the Wizards Community that violates section 3, Baiting of the Code of Conduct.
"Becaaause... I don't have to?
Because these are the Wizards of the Coast Boards, and I'm a WotC fan?
Because I've been on these forums since 2005?
Because D&D is my hobby, and I'm very interested in the directions, trends, and attitudes that will be shaping the next edition?
Take your pick. : )"
We have taken the necessary steps to remove this content. Further violations may result in deactivation or termination of your account. We appreciate your cooperation.

Me: To quote one of my favorite webcomics: "fukkin' lol".
What on God's green earth was 'baiting' about the content that you removed? Another poster told me to get lost, and I informed him that I didn't have to do that, and I didn't use any of the language prohibited in section three of the Code of Conduct.
I'm not sure how I could have responded more politely (or honestly). Please do advise.

Online Response Crew: We cannot provide you with direct advice on how to follow our Code of Conduct. I am sorry if you do not understand how your post can be viewed as soliciting a negative response, but it falls well within our guidelines of such behavior.
I understand your frustration and am sorry I cannot help you further.

Me: lol... not frustration. Confusion.
Could you describe or explain in some way, what was 'baiting' about the content that you removed? Thank you.

Online Response Crew: The tone of your post is the issue in this case. You are expressing a concept which is generally fine (freedom of discourse), in a tone that implies both disrespect and rudeness, which in turn will prompt other posters to respond to you in a like negative manner.
I hope this information is useful.

Me: Rudeness? And you cannot advise me as to what exactly was rude about the 'content' in question?
Hm. May I ask, then, what the appropriate response to "take your chatter elsewhere" is?
Also, I notice that the entire exchange has now been removed from the thread, to include my reply to the OP's question.
Is it the policy of the moderators or the Online Response Crew to remove or modify content without notifying posters?

Online Response Crew: When a post is moderated as a result of violating our user agreements, a message is sent to you along with any action taken. If a post is moderated as a result of continuity (that is, a non-violating response to a violating post) then there is no notification.
Take Care!

Me: Sooo... that being the case, why wasn't I notified that my original reply to the OP (the post for which I was told to "go elsewhere") was removed?

Online Response Crew: Because you were not warned for the post, in short. Our processes are not fully transparent by design, and we have provided you with as much information as we are able to about this matter.

At this point, they closed the incident and changed it's status to "Solved".

So is it just me, or is this pretty funny? :D

Also: does "our processes are not fully transparent by design" sound like "we don't have to tell you" to anyone else?

Also, also: do I continue to harass the poor Online Response Crew? :D

Paizo Employee Senior Software Developer

This really isn't what our messageboards are for, so I'll close this up now.

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