Moderator scope and priority
I know this topic may be a little meta but since it has come up recently and other posts, I wanted to touch upon it separately. What exactly are the roles and responsibilities of the moderators here?...
Forum Discussion
Hi WiderMouthOpen,
I can agree that you have made some very valid points. Our moderators should absolutely have the ability to perform basic troubleshooting without needing tools. We are real people too and want to be transparent as possible. Not all team members are familiar with locating account details, for this reason our team may resort to asking our users to contact us via email. Please know this is being addressed appropriately and we look forward to a more streamline experience.
We appreciate your feedback, the good and the bad. If I may, I'd like to ask if you can send us an email with your account details. Just kidding :)
Cox Support Forums Moderator
Why are not all team members familiar with looking up account details? Shouldn't the training process be consistent? Even if it changed, most of the moderators here have been here for many years. So they should have picked it up on the job just out of habit. So it sounds more like you're saying that they don't have the ability technically which would most likely be caused by them being in a different system. So are you saying that some moderators don't have the ability to look up account details of Cox customer because they are outside the Cox Network and outside the country? If so, that brings up a whole nother case of how pii is handled between us isps and offshore contractors. Would you care to comment on that?
But seriously. I can have empathy. I literally have sat in your seat. Well okay. Not physically literally, but I have done the kind of work that you're trying to do. I fully understand how hard it is both technically and just to keep your calm enough to try to help people who really don't even know how to help themselves and don't want to learn. That is more a problem in customer service in general right now. Things are messed up. But I'm only asking for a little empathy on your side as well. Put yourself in my shoes. I spent years at Cox devoting almost my entire life trying to fix problems for Cox customers. I drank the Kool-Aid so hard that they named a Kool-Aid flavor after me. It literally almost killed me. But I escaped. You say you are human which I fully support but this is the first time you have spoken like a human. Why is that? Why did it take me to confront the moderators on this forum before this was addressed? We are talking years. This is procedure that should have been worked out and posted on a customer facing website before this site even went beta. Cox doesn't like to spend money they don't have to and that's why they never invested money in their own tech and bought everything Comcast shoved down their throat. You tell us that our role as the user base is to help other users with out of scope issues. But then you never properly define what your scope is or even seem to have a scope at all. Your scope seems to be PR damage control . I get that your hands are probably tied by bad procedure but come on. I'm talking about asking basic troubleshooting steps that the ivr could do 20 years ago. So no thank you for the kind lip service. I am sure it is sincere but there is no work to streamline this process. This form is not going to be used by spectrum. Why would it. That means moderators for this form would not be needed. Did you enjoy your time working here?
I will have to say, that based on forum credentials, they cannot look up accounts. There is not enough information in a person's forum login to be able to access their account, UNLESS, the moderators can access a person's login credentials. I do not know if they have that access or not. I am basing my theory on the fact they do NOT have the access to see a person's login credentials, and therefor need them to email them.
On Facebook, they can see a person's email address, so they don't need to have that emails, twitter (X), as well.
Well it would seem that at least some of the moderators can look up accounts for at least some of the users because I have seen it happen. Maybe something changed and only people with access to the old system can do it like it's a license issue. Or maybe it's a login issue like they only have so many user names. Or maybe it has something to do with people who have accounts tied to cox.net emails? And then maybe the thing that changed was that Cox no longer has control of the Cox.net domain? It would be really helpful if I don't know a moderator could tell us. Not in any way that would give proprietary information just in a general way that would help the form and the people who use it. Is there anything a user can do so it is easier for a moderator to look up their account. And if so, why was that not mentioned in the welcome sticky? It doesn't matter as in I'm not trying to play the blame game. I'm just trying to understand the problem to try to figure out the best way to fix it. But I also understand that it really doesn't matter because this form won't be here for long. I just thought it would be worth it to talk about it. Maybe when people are feeling talkative because they are polishing resumes.
