@Daniel - No doubt that there are others that have risen to prominence in the post-Sony/Warner/UMG wasteland that has formed. But I don't want to turn this thread into one of those
@luddite - It's amazing how many "facts" have been tossed around rather loosely by eMu supporters and detractors alike. There have been many assumptions as to how their business model actually works, but the reality is we know very little.
For me, moderation seems absolutely useless for placating the user base. What truly soured the relationship were the questions that were purposefully left unanswered. Having 4 people pretend to be looking for answers won't be any better than just having the 1.
The eMessboard doesn't need moderators as much as they need a forum for customer-service type of questions/comments and a dedicated internal group to monitor and respond to the incoming stuff relating to questions about how to use the service, where to find their downloads, how to figure out when their account refreshes, etc.
Something like a public-FAQ package would probably help, particularly if they could integrate it properly with the boards and the problem-report page (this would require some technical savvy though, so I'm not holding my breath).
But their existing FAQ doesn't have any "hard" questions, like "why doesn't eMusic have tracks by my favorite recording artist(s)" or "why are so many albums miscategorized" or "who decides which tracks are more expensive than others," much less the all-important "why did eMusic charge my credit card even though I cancelled my account before the end of my 14-day trial." So it seems unlikely they'd allow those on a public FAQ either.
I vaguely recall someone here having put together a hard-question FAQ for eMusic on another website, but don't ask me to remember the details...
I meant what I said above - these are the same people I get CS non-responses from. I have gotten them from each one of these people, so no they are not outsourcing. Or maybe there's some wipe in a basement room who answers everything and just uses different names, and lives on Funyons.
Regardless of their motivations and their origins, I think there is some benefit to having moderators. Besides encouraging a more civil tone (hopefully), their presence allows for some part of the company always to be publicly available as well as always to be under public scrutiny.
But their existing FAQ doesn't have any "hard" questions,
I would settle for actual relevant information. Recently I had cause (long story) to change my payment method a couple of times. Then I wanted to switch it back to my Visa. Site would not let me - kept telling me to contact customer service. It took THREE rounds with customer service before they eventually told me that you can only change your payment method up to three times in a month, and the problem would go away after the next refresh - the first two responses did not even suggest they knew that was the answer. That's the sort of thing that someone might actually need some day in the FAQ - not a hard question, just information I shouldn't have to run a marathon for.
Just realized I ended up posting a rant about emusic customer service here and a couple of listening suggestions over on the emusic board... Must...get...bearings...
I meant what I said above - these are the same people I get CS non-responses from. I have gotten them from each one of these people, so no they are not outsourcing.
Okay, I believe you! But... sorry, it's just hard to believe.
Membership questions are best directed to our CS group. However, if you feel more comfortable directing issues to the Message Board team here, we will certainly act as the go between and work with CS. In fact, a couple of our team members here are from the CS group.
In effect, they're saying that they took people away from Customer Service and gave them the task of moderating the boards, where they're unable to handle customer-service issues directly on their own, but instead have to act as intermediaries and route them back to their original department.
Are they doing this full-time? If so, there have only been what, three posts from the four of them so far?
OK, that thread was a crack-up to read. The comment about waiting until they lie before getting tough, addressing paying customers with "Hey", the comment about "message board experience less than optimal," asking whether the long-thread bug will get fixed. ..you're a tough crowd, tough crowd.
In effect, they're saying that they took people away from Customer Service and gave them the task of moderating the boards, where they're unable to handle customer-service issues directly on their own, but instead have to act as intermediaries and route them back to their original department.
As anyone who possesses permanent residency card for the hood knows, this time its for real when ever a crack head promises to straighten up and fly right.
The only thing you can do is stand back and let them prove it
Y'know, it would be pretty funny if "eMusic Moderator" turned out to be just another subscriber, winding them up as an experiment to see if they're even paying any attention whatsoever.
That is a fascinating idea!! Being in Europe I find it interesting reading all the overnight (for me) postings here and there - I've yet to look today at the other place. That in itself is significant for me, as it shows how the board has changed. A month or so ago there were, for example, some comments that I regarded as racist, that if I had made at the university where I work I would have at best been seriously warned about my conduct, but probably be sacked. From memory, but I may be wrong, I think his 'name' began with W.... Certainly if moderators stop that kind of thing it can only be for the good of all. But I do doubt that is the real purpose behind it all. I had wondered why we had heard nothing from Cathy lately
RealUsersFAQ put together by bklynd who was a regular on the board back in the day. How many of you remember his You Tube goodbye? Wasn't it 68 that he blamed for something? I never knew if their bickering was real or just for fun. With 68, it's always hard to know. Such a kidder, that guy. Right, brittleblood?
I haven't looked at the board for maybe three days. Need to go see what's going on. Also need to use my money over there before it rolls over in three days. It's Jonah's recs that I have been downloading lately. I agree that this board (emusers) is a treasure trove for good recommendations.
Y'know, it would be pretty funny if "eMusic Moderator" turned out to be just another subscriber, winding them up as an experiment to see if they're even paying any attention whatsoever.
Dammit, why didn't I think of that? At least I know what I'm changing my username to before I cancel (again).
It's Jonah's recs that I have been downloading lately.
Jonah is the new Pitchfork. I don't know if I like something until I read his rec...
LOL, thom! I generally rotate through people re recs. I add appealing recs to my SFL, and they seem to get downloaded by recommender. I don't have a big monthly allotment, so it takes some time to rotate through. It's just Jonah's turn right now.
I passed a Chinese restaurant in Minnetonka the other day called Wanderer's Garden. Since he allegedly lives in the Cities I almost took a picture to post here. Link works just as well, though.
Comments
@luddite - It's amazing how many "facts" have been tossed around rather loosely by eMu supporters and detractors alike. There have been many assumptions as to how their business model actually works, but the reality is we know very little.
For me, moderation seems absolutely useless for placating the user base. What truly soured the relationship were the questions that were purposefully left unanswered. Having 4 people pretend to be looking for answers won't be any better than just having the 1.
But their existing FAQ doesn't have any "hard" questions, like "why doesn't eMusic have tracks by my favorite recording artist(s)" or "why are so many albums miscategorized" or "who decides which tracks are more expensive than others," much less the all-important "why did eMusic charge my credit card even though I cancelled my account before the end of my 14-day trial." So it seems unlikely they'd allow those on a public FAQ either.
I vaguely recall someone here having put together a hard-question FAQ for eMusic on another website, but don't ask me to remember the details...
[/imitation of emusic message board]
From this post: In effect, they're saying that they took people away from Customer Service and gave them the task of moderating the boards, where they're unable to handle customer-service issues directly on their own, but instead have to act as intermediaries and route them back to their original department.
Are they doing this full-time? If so, there have only been what, three posts from the four of them so far?
That's what I took away from it, too.
The only thing you can do is stand back and let them prove it
But in the mean time don't "lend" them any money
I haven't looked at the board for maybe three days. Need to go see what's going on. Also need to use my money over there before it rolls over in three days. It's Jonah's recs that I have been downloading lately. I agree that this board (emusers) is a treasure trove for good recommendations.
Jonah is the new Pitchfork. I don't know if I like something until I read his rec...
Craig
Is a bit much!?!
Craig
okay this hardly took nostradamus, but even at just past 1PM EST, i believe my prediction has been proven true.