There has been an influx of heated discussions regarding scamming activity and slow market support - and understandably so.
As staff, we are just as eager as the rest of our community to see the back of these issues. And although all information regarding the situation can already be found in official announcements and staff comments throughout the forums, I thought it might be helpful to collect a few of the most relevant points together and publish them here to help you all understand the situation more clearly.
Let's start from the beginning and work our way through - hopefully this will serve to build a bit of a picture for those of you who still feel confused, hard done by and in the dark:
1. Recently, a lot of staff disappeared for various reasons you're all aware of
2. More forum staff have been added; however
3. None of the missing staff with the market access have yet been replaced; meaning
4. All marketplace admin and support is right now being run by a skeleton crew (the bare minimum); therefore
5. Absolutely essential tasks (such as site operation and security) are taking absolute priority over anything else
(To clarify this, there have been NO cuts made to the manpower being invested into fundamental site operations and security, however, this is taking practically ALL of the time our skeleton crew has. In other words, almost 100% of market admin's time is being taken dealing with the fundamental tasks needed to keep Silk Road operational and secure)
6. Any excess time the skeleton crew does have that doesn't fall into essential site operations, is being invested equally across improving market performance, implementing market updates, training new market staff, and SECURELY handling support requests
7. This minimal amount of excess time available to the skeleton crew means that updates are taking longer than planned, performance is from time to time inconsistent, market support is still understaffed, and the queue for market support is growing faster than it is being handled; oh, and
8. Traffic has doubled since early December
Think about it like this: Imagine you're the manager of a busy McDonalds. Imagine now, that half of your staff have just quit, but that the number of customers coming in has just doubled. Let's go one step further and imagine that you're the ONLY staff member with the ability to tackle the core functionality of the restaurant - in other words, you're a one-man-band, and you're serving a queue that goes out of the door and around the corner. But you're not just serving, no - you're taking orders, manning the drive-thu, cooking the burgers, pouring the coffees, cashing the tills, training new staff, dealing with shoplifters and taking complaints ALL at the same time. Your customers are hungry and angry - but will shutting the shop make them happier? No. So you continue.
As we speak, a system is being developed to allow many more staff members secure access to market functionality to start handling support. Once this is in place, and more staff can deal with requests such as banning scammers, resetting pin numbers, unlocking locked accounts, mediating disputes and more, the support queue will vanish. But until this system is in place, unfortunately, we have to accept that there's the equivalent of a one-man-band running the restaurant.
To reiterate one of the most important points above:
Traffic to the site has more than doubled, yet staff with market access has more than halved
This WILL be solved in due course. But until then, the fact remains that we can expect an amount of turbulence to occur.
Just because banning a scammer might be as easy as visiting a profile, verifying reports and hitting 'ban' doesn't mean the skeleton crew can drop their essential tasks and deal with every instance immediately. But scammers HAVE been banned, support requests HAVE been handled... it's all being dealt with systematically and in an ordered queue, it's just slow.
Your support requests are being dealt with in the order they arrive. Reporting them several times will not speed the process up, it will only clog the queue - instead of finding five minutes free and banning a genuine scammer in the order that scammer was reported, admin are finding five minutes free and using it to delete all duplicate requests from the same person of a scammer that's now been dealt with, and no progress is being made. Help our admin to make the most of every five minute window they get: if you have an issue, if you've found a scammer, if you need help... please DO make us aware, but please do NOT continue making us aware. It WILL be sorted, but it WILL take longer than you're used to.
During these tough times, your patience, respect and understanding holds such high value to all staff running the site.
It's tough for those of you effected by support delays, and likewise, it's tough for us trying to ensure a pleasant experience.
Let's stick together - we're on the brink of something incredible, and we've come so far already.
I have deep respect for you all, please stay safe and keep spirits high.
V