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Update How to submit a complaint: new procedures for PABs

Discussion in 'Forum Suggestions, Announcements, & Feedback' started by maxd, Jan 11, 2018.

    Jan 11, 2018
  1. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    HEADS UP! : The PAB system is now GDPR compliant and back online.

    Ok, so, we've had a few growing pains setting up a new PAB system to work within our new forums but we've finally got that sorted.

    The new system is based on Tickets, like you see in most customer service facilities across the web.

    Here is the "new and improved but old fashioned" procedure for submitting a PAB:

    The first step is easy peasy: click the "Submit PAB" tab in your nav bar:

    How to submit a complaint: new procedures for PABs: xenforo-pabs-submitpab_tab.jpg,Jan 11, 2018

    [​IMG]

    Read all the good and highly informative stuff on that page -- please don't ignore the PAB Policies & Procedures -- and when you're ready to give us your details click the link at the bottom:

    How to submit a complaint: new procedures for PABs: xenforo-pabs-pab_link.jpg,Jan 11, 2018
    [​IMG]

    Now you're looking at your Tickets page. Any Tickets you've created before are listed there but we're interested in creating a new one for your new PAB:

    [​IMG]
    How to submit a complaint: new procedures for PABs: xenforo-pabs-open_new_ticket.jpg,Jan 11, 2018

    There are, or will be, several type of Tickets but we want to do a PAB so select "PAB: New" from the drop-down box:

    How to submit a complaint: new procedures for PABs: xenforo-pabs-category_pabnew.jpg,Jan 11, 2018
    [​IMG]

    Fill in the info requested and at the bottom there's a text box where you can describe the problem you are having:

    How to submit a complaint: new procedures for PABs: xenforo-pabs-pab_desc.jpg,Jan 11, 2018
    [​IMG]

    Finally click that "Create Ticket" button at the bottom and -- if all is well -- you're done!

    Let me anticipate something that many of you are likely to encounter: an error pop-up complaining about too much text in the problem description area:

    How to submit a complaint: new procedures for PABs: tickets-how-to-7.jpeg,Jan 11, 2018
    [​IMG]

    The bottom line is that text box is enforcing a 500 character limit -- roughly 100 words -- on your problem description. We've always asked that people provide BRIEF problem descriptions, hopefully the text limit here will help encourage that.

    Finally, you'll see that there is an "Upload a File" button at the bottom. Please don't. If we need further material from you we'll ask for it.

    Ok, that's pretty much it. Needless to say if you have any questions, concerns or problems please don't hesitate to say so here.
     
    Last edited: May 29, 2018
    miso, mcgameboy, dpp00 and 11 others like this.
  2. Jan 11, 2018
  3. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Not sure about others, but none of your images are showing up for me.
     
  4. Jan 11, 2018
  5. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Bummer! That was pretty much the point of my post. Gotta look into that, we need those images.
     
  6. Jan 11, 2018
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Ok, I think I've fixed it. Please let me know if those images are NOT showing.

    PS. thanks for the heads-up on this, much appreciated.
     
  8. Jan 11, 2018
  9. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    yeah loading fine now :)
     
  10. Jan 11, 2018
  11. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
  12. Jan 11, 2018
  13. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    I think this new procedure will make it much easier for players to submit a PAB which is a great thing. Although the old system was good this new one seems less daunting. Well done CM team and Max :thumbsup:
     
    maxd likes this.
  14. Jan 11, 2018
  15. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    This one is an actual ticketing system where the members will be receiving alerts on the status of the PAB. Not so much leg work is involved in this one. :D
     
  16. Jan 11, 2018
  17. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Yeah, I think this new system is bringing us into the 21st. My guess is that over time PABers will be much happier with this new process.
     
  18. May 11, 2018
  19. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Quick update of the complaints/PAB process: the new system seems to be working quite well. I think complaints are being processed noticeably quicker, largely because we can now track them directly on the site via the ticketing system.

    So now it's time to clean up some other PAB-related issues. GourdFollower and I will be redoing the PAB FAQ in the coming week or so to make it more "user friendly" and less of a slog. Hopefully we can come up with something less daunting than its current "Jabba The Hut" format.

    If you have comments, suggestions or requests please let me know.
     
    OldManX, pereblue and Betreels Casino like this.
  20. May 24, 2018
  21. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    HEADS UP! : The PAB system is temporarily suspended while I update the FAQ to be GDPR compliant. We should be back in business within a day or two.
     
    OldManX and Casinomeister like this.
  22. May 28, 2018
  23. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    OK, the new and improved PAB Policies and Procedures ("PAB P&P"? :) ) are live: Player Arbitration Policies and Procedures
    And the ticketing system is back online.

    I hope everyone will find the new P&P infinitely more "user friendly" than the old, over-long FAQ.

    Any questions/comments/concerns? Fire away, I'm ready. :D

    I did notice that the "Player Arbitration FAQ" link in the nav bar still points to the old FAQ location. I reckon Bryan will tweak that back into goodness shortly.
     
    Betreels Casino likes this.
  24. May 29, 2018
  25. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    One of the things I did when I re-wrote the old FAQ to become the new P&P was to ditch all the history and explanatory verbiage. When you go from 5000+ words to 800-ish something has got to go. :axeman:

    That said some of the old explanatory stuff is worth having around so ...

    GourdFollower had the great idea of doing a "post a week" thing on the PAB P&P to explain, elaborate, edify and illuminate P&P-related issues. :thumbsup:

    To kick that off I'll start with a little exposition regarding PAB P&P item 1.6 (email addresses):
    Over the years this has been one of the most troublesome requirements of the PAB process. Some people don't like hearing that their good old Hotmail address may be semi-borked, some can't be arsed to get a new one just to please the resident PAB police (that would be me :D ), and some folks just don't like to be told what to do.

    Believe it or not there were (and are) some very good reasons behind this bothersome email policy of ours, as was explained in the old FAQ section 3.1:
    So yeah, we didn't make that policy just to be dickish. We did it because those email services -- I would say "those dodgy, over-managed email services" -- pretty much forced us to.

    Fortunately times change, a bit. We now have the ticketing system which is a pretty decent alternative to conducting PAB business by email and, as it happens, seems to be a lot more popular with PABers.
     
    Last edited: May 29, 2018
  26. May 29, 2018
  27. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Links changed :)
     
    maxd likes this.
  28. May 29, 2018
  29. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
  30. Feb 13, 2019
  31. pm270

    pm270 Multiple forum accounts - mc13 in disguise

    Location:
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  32. Feb 13, 2019
  33. The Viking

    The Viking Ueber Meister CAG MM

    Occupation:
    chef
    Location:
    Faroe Islands
    :eek2::eek2: Im pretty sure Max is not going to go through PAB with this :rolleyes:
     
  34. Feb 13, 2019
  35. CC07

    CC07 Experienced Member

    Location:
    Glasgow
    I’m not sure I understand the point of this post??? :confused::confused::confused:
     
    Borgie likes this.
  36. Feb 13, 2019
  37. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Why have you posted that? To show the crap customer service have to put up with on a daily basis?
     
  38. Feb 13, 2019
  39. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    Edited - enough negativity already...
     
    Last edited: Feb 13, 2019

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