Poll

Would you use an IRC support channel?

Yes
114 (64%)
No
40 (22.5%)
Undecided
24 (13.5%)

Total Members Voted: 175

Voting closed: February 03, 2014, 01:20:27 pm

Author Topic: Community Consultation: Future Support  (Read 3659 times)

Hux

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Community Consultation: Future Support
« on: January 27, 2014, 01:19:54 pm »
Notice: This topic is not for addressing our current support backlog or bugs, I am writing this in my free time now the fixes have passed through my department and awaiting implementation. This topic is strictly considering how we could better improve SR Support in the future and everything I propose is my own opinion, not the stance of Silk Road or anything we currently have planned.



With the recent troubles which we know is annoying for many users, we have been forced to reconsider how we structure our support team and what tools we provide them to manage problems. Another issue raised is also the avenues available for users to seek assistance and I believe this side of the problem is something you as our community should have a say in.

Our support team at the moment is split into vendor support and buyer support, each is specialized to best handle the problems they may face and makes for more efficient workflow but all support is done through tickets and therefore can actually take hours or days to resolve issues even without a queue. A quicker line of support could be offered by Silk Road to firstly reduce the load of primary market support staff and secondly increase the response time drastically for minor issues to take them out of the queue.

A practical solution on already available and stable technology is IRC. We could not offer a web-interface for an IRC server of course, but it is possible to connect to a hidden service IRC server with no special changes being made to a client. Such IRC servers already exist on an unofficial basis although their usage remains limited to a small group. For TAILS users, you would only need to paste in a .onion address and connect straight away, and those using only the tor browser bundle having to change 1 additional field (port) to connect.

Possible benefits on an IRC Support option:

    Simple issues (password resets | lost deposits | questions) can be resolved in minutes
    Urgent matters can receive more immediate attention (bugs | exploits)
    Alternative channels can support casual conversation in realtime
    Less of your information is kept on Silk Road servers (Support conversations on IRC will not be recorded)
    Staff & community members can provide live guidance to struggling members
    A direct line of communication can be setup to staff to pass on information (.i.e. suspicious vendor)
    Anyone can speak directly to a developer/administrator to discuss suggestions in detail


I know if I am to present this idea to the management I would need to assess the suitability and demand for such a feature. Therefore I am appealing to you (the community) to let me know your thoughts on such an addition once we have cleared up the current support problems. Would you use this if it was implemented?
« Last Edit: January 27, 2014, 01:21:35 pm by Hux »
No encryption is future-proof. Everything we considered secure 20 years ago is now weak even to home computing. If you want to stay safe, don't trust encryption - trust good data retention policies.

Kyriaka

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Re: Community Consultation: Future Support
« Reply #1 on: January 27, 2014, 01:37:14 pm »
I'd use it.

lsdmt

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Re: Community Consultation: Future Support
« Reply #2 on: January 27, 2014, 01:39:18 pm »
HELL YEAH I'd use it!
« Last Edit: January 27, 2014, 01:44:17 pm by lsdmt »

Yoda

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Re: Community Consultation: Future Support
« Reply #3 on: January 27, 2014, 01:50:24 pm »
Omg... I preemptively feel terrible for whoever has to man those channels .  :)   

If I ever needed it, I'd use it.   Perhaps I'd even occasionally drop in for intoxicated casual conversations. 

parisproject

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Re: Community Consultation: Future Support
« Reply #4 on: January 27, 2014, 01:54:13 pm »
I think it s a good idea but wasn t defcon supposed to release this?

""Launch of new Support System
Too much to explain here, but it is incredible and almost complete. This will allow us to respond much quicker, we realize that support turnaround time has been a huge pain point.""

Curious to know what  is incedible ?:)



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Re: Community Consultation: Future Support
« Reply #5 on: January 27, 2014, 02:02:55 pm »
When you say things like:

Simple issues (password resets | lost deposits | questions) can be resolved in minutes
Urgent matters can receive more immediate attention (bugs | exploits)
Anyone can speak directly to a developer/administrator to discuss suggestions in detail

It's very hard to believe this will actually happen. People here are shitting themselves that there are no answers to their issues (how many times will the issue of auto-finalize be avoided?) for way too long. Then you offer a solution that claims all issues can be fixed super quickly and it will be easy to talk to staff. I belive this promise was already made with that promised support system. So no promises, just make this thing happen (who is going to deny such amazing features?) and then we'll see if it's worth it.
« Last Edit: January 27, 2014, 02:04:41 pm by nicedayproject »
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Re: Community Consultation: Future Support
« Reply #6 on: January 27, 2014, 02:03:38 pm »
Sounds like a good idea

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Re: Community Consultation: Future Support
« Reply #7 on: January 27, 2014, 02:08:30 pm »
Will it be manned sufficiently? No point in adding a new feature if it can't be maintained. Will it be 24/7 for users around the globe?

If you're confident it can be done, then this is a brilliant idea and well worth the time and effort

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Re: Community Consultation: Future Support
« Reply #8 on: January 27, 2014, 02:13:05 pm »
Would you use this if it was implemented?

Yes, I would use this if it was implemented. 
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Re: Community Consultation: Future Support
« Reply #9 on: January 27, 2014, 02:20:51 pm »
Perhaps I'd even occasionally drop in for intoxicated casual conversations.

I would definitely have to avoid that. I get very generous when I do stuff, I'd give away half my stock.

To answer the initial question: yes I would use that if I researched it and found that I could do so securely
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r0guebubbles

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Re: Community Consultation: Future Support
« Reply #10 on: January 27, 2014, 02:24:50 pm »
Perhaps I'd even occasionally drop in for intoxicated casual conversations.

I would definitely have to avoid that. I get very generous when I do stuff, I'd give away half my stock.

To answer the initial question: yes I would use that if I researched it and found that I could do so securely

Same here, it would have to be that or no go

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Re: Community Consultation: Future Support
« Reply #11 on: January 27, 2014, 02:31:43 pm »
When you say things like:

Simple issues (password resets | lost deposits | questions) can be resolved in minutes
Urgent matters can receive more immediate attention (bugs | exploits)
Anyone can speak directly to a developer/administrator to discuss suggestions in detail

It's very hard to believe this will actually happen. People here are shitting themselves that there are no answers to their issues (how many times will the issue of auto-finalize be avoided?) for way too long. Then you offer a solution that claims all issues can be fixed super quickly and it will be easy to talk to staff. I belive this promise was already made with that promised support system. So no promises, just make this thing happen (who is going to deny such amazing features?) and then we'll see if it's worth it.

This.

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Re: Community Consultation: Future Support
« Reply #12 on: January 27, 2014, 02:39:08 pm »
Perhaps I'd even occasionally drop in for intoxicated casual conversations.

I would definitely have to avoid that. I get very generous when I do stuff, I'd give away half my stock.

To answer the initial question: yes I would use that if I researched it and found that I could do so securely

Same here, it would have to be that or no go

A similar (although not at all Silk Road affiliated) tor based IRC server is in place that a handful of users go to for your everyday chat that a member of the old community setup. I dropped by a couple of times before to see what it was like. Look at: http://silkroad5v7dywlc.onion/index.php?topic=15505.0 if you want to get an idea of how IRC works over Tor.
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r0guebubbles

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Re: Community Consultation: Future Support
« Reply #13 on: January 27, 2014, 02:53:28 pm »
Perhaps I'd even occasionally drop in for intoxicated casual conversations.

I would definitely have to avoid that. I get very generous when I do stuff, I'd give away half my stock.

To answer the initial question: yes I would use that if I researched it and found that I could do so securely

Same here, it would have to be that or no go

A similar (although not at all Silk Road affiliated) tor based IRC server is in place that a handful of users go to for your everyday chat that a member of the old community setup. I dropped by a couple of times before to see what it was like. Look at: http://silkroad5v7dywlc.onion/index.php?topic=15505.0 if you want to get an idea of how IRC works over Tor.

Did go there, using the necessary precautions of course  ;)

HonoluluExpress

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Re: Community Consultation: Future Support
« Reply #14 on: January 27, 2014, 03:34:41 pm »
Even more announcements! Thanks SR staff! Keep up the good work. Looking forward to these new features :)
« Last Edit: January 27, 2014, 03:36:29 pm by HonoluluExpress »
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Re: Community Consultation: Future Support
« Reply #15 on: January 27, 2014, 03:44:08 pm »
Sounds good to me.  Password resets in minutes instead of months?  I'm in.
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Re: Community Consultation: Future Support
« Reply #16 on: January 27, 2014, 04:42:25 pm »
Assuming all the security is sorted, which I wouldn't doubt given that the SR staff are going to be active on it, I think this could be a great implementation, but I could see it getting jammed like crazy, if support is already struggling - cant blame them, alot of users making the same complaint, must take a while to sort - addiing another channel to monitor may not help, at least initially, may work better in the end though. Time will tell.
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PhilipJFry

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Re: Community Consultation: Future Support
« Reply #17 on: January 27, 2014, 05:24:52 pm »
Support on IRC might be a good thing for natively English speaking people. All others would be in a disadvantageous position because of the language barrier when dealing live with support. If you want to introduce IRC for support, please never make it mandatory or punish those not using IRC by slower support reaction times or some other disadvantages.

Other than that, thank you for consulting your users.

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Re: Community Consultation: Future Support
« Reply #18 on: January 27, 2014, 05:32:07 pm »
I'd definitly use it, although I haven't had much need so far (I've been on sr for quite a while). It sounds like it's something that could help.

Thanks for your work.

MQ

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Re: Community Consultation: Future Support
« Reply #19 on: January 27, 2014, 05:37:37 pm »
I'd use it if it comes down to something I need help with asap.

I'm assuming we'd have some sort of FAQ for the irc server because it would be something I'd only use in case of dire need.
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Re: Community Consultation: Future Support
« Reply #20 on: January 27, 2014, 08:32:10 pm »
I personally think it is a great idea Hux.
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Re: Community Consultation: Future Support
« Reply #21 on: January 27, 2014, 09:26:37 pm »
IRC is where i live.
Hopefully people will learn how to use DH1080 Key Exchange for secure(rer) communication.

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Re: Community Consultation: Future Support
« Reply #22 on: January 27, 2014, 09:28:53 pm »
Great idea!!

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Re: Community Consultation: Future Support
« Reply #23 on: January 27, 2014, 09:36:13 pm »
Sadly it is a great tool for savy or long time folks. It is fun to go there and talk sometime. But it will be learning curve for newbie, and when newbie come in there will be troll festival and guarantee become unmanageable.

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Re: Community Consultation: Future Support
« Reply #24 on: January 27, 2014, 09:51:20 pm »
Sadly it is a great tool for savy or long time folks. It is fun to go there and talk sometime. But it will be learning curve for newbie, and when newbie come in there will be troll festival and guarantee become unmanageable.

Think coachella but real time in IRC. ......
Multiple Channels.
Channel modes. (Invite only, moderated...)

Not a problem if done right.

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Re: Community Consultation: Future Support
« Reply #25 on: January 27, 2014, 10:46:43 pm »
This is probably a bad idea, unless you have the proper staff to handle it. And if you did, why would you need it anyway? You couldn't stick developers in there, or else they'd never get anything done.

Also, I've worked on support before, and I've rarely seen an issue come up that wasn't urgent, as far as the client was concerned. So they're not just going to use it for *really* urgent issues -- they're going to use it for EVERYTHING. It would basically turn into the primary issue escalation center. Which is not necessarily a bad thing, as long as you know it ahead of time.

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Re: Community Consultation: Future Support
« Reply #26 on: January 28, 2014, 01:30:54 am »
I'd use it because I think we overestimate the big brother affect. They're watching but there is A LOT going on. Stay anonymous and you'll have no troubles I'll say. The big fish are who they are trying to fry.

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Re: Community Consultation: Future Support
« Reply #27 on: January 28, 2014, 03:07:59 am »
I would try it out if I had a problem. More resources to resolve customers issues the better.
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Re: Community Consultation: Future Support
« Reply #28 on: January 28, 2014, 03:24:44 am »
Hux bb, yes pls <3 great idea imo

i'm not a very patient person so support in real time w0w :O <-- exhaaaaaale so i can feel the "frustrations of waiting" leaving my body

i hang out on the current (non-affliated-w-SR-or-any-drug-market) IRC server and it's already where many of the OGs and smarties gather to chat, share advice, exchange ideas, etc :P tbh... in all the time i've spent there... i've learned lots and laughed lots (cried once, maybe twice) but mostly i've managed to *not* get arrested. lmao @@



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Still_Loading

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Re: Community Consultation: Future Support
« Reply #29 on: January 28, 2014, 03:49:56 am »
I agree with everyone here... IRC is a great idea.  Especially with proper support staffing.

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Re: Community Consultation: Future Support
« Reply #30 on: January 28, 2014, 04:30:36 am »
I like the concept but I suspect some people would find it difficult to access while it could become an unmanageable headache for the active support staff.

I think it s a good idea but wasn t defcon supposed to release this?

""Launch of new Support System
Too much to explain here, but it is incredible and almost complete. This will allow us to respond much quicker, we realize that support turnaround time has been a huge pain point.""

Curious to know what  is incedible ?:)

Wasn't that the standard support system which should be enabled this afternoon (see http://silkroad5v7dywlc.onion/index.php?topic=20424)?
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Re: Community Consultation: Future Support
« Reply #31 on: January 28, 2014, 07:07:58 am »
Im for it, but know ahead of time what to expect:

A) Trolls galore
B) Bots. Lots of bots. Lots and lots of spam and spam bots. And then even more.
C) A flood of conversation that moves too fast to support.

I would strongly recommend that if you are to pursue this tatic that you have someone code up a nice support ticket  bot that assigns tickets, queries admin's and notifies them and gives them appropriate functions to use to their leverage with extended support. This way you can manage some amount of order within the chaos. Also this way, you can have support working through the bot as a proxy without needing to create identities. You can just have one support bot (or several if that works better for you) that responds to customers in PM regarding their individual issue, so its not flooding the channel. The assigning of tickets can be sent as a -NOTICE- so that the channel does not see the assigned ticket status etc.

There is NO way for there to be a 'real live' support channel when we are talking about a business of this size.

Can you all imagine if newegg had a IRC channel? It would be insanity. Nothing would ever get resolved, just contious flood gates and trolling.

But I voted 'yes', as long as you think this will be a viable process with OPSEC. I fear for the amount of people that are going to reveal personal information in this chatroom. There will be personal reprocussions from something that will be heavily monitored by LE.

+1 I like the way you think.  Spot on.

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Re: Community Consultation: Future Support
« Reply #32 on: January 28, 2014, 12:42:55 pm »
I would definitely use that. I f*cking love IRC.
The only downside to this would be me spending all of my free time on said irc & ofc I'd be high as kite all the time.

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Re: Community Consultation: Future Support
« Reply #33 on: January 28, 2014, 02:53:55 pm »
The only downside to this would be me spending all of my free time on said irc & ofc I'd be high as kite all the time.

That would be part of the problem, I think: support requests being lost among the general noise of people hanging out in the channel.
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Re: Community Consultation: Future Support
« Reply #34 on: January 28, 2014, 03:57:01 pm »
As long as people could be taught to easily use IRC then it works, otherwise it becomes a niche support tool, only used by those who are comfortable with IRC (and who in my opinion, are more likely to be tech savy and not need small time/minor support).

Not sure how most of our customers would feel about having to install an IRC client, setting it up with the right ports, etc etc and then communicating on a chat medium completely unfamiliar to them.

Is there really no way a real time web based chat interface could not be implemented without JS? Would auto reloading the page overload the server too much? Could we use frames so that only the chat component would need refreshing?

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Re: Community Consultation: Future Support
« Reply #35 on: January 28, 2014, 10:22:17 pm »
When you say things like:

Simple issues (password resets | lost deposits | questions) can be resolved in minutes
Urgent matters can receive more immediate attention (bugs | exploits)
Anyone can speak directly to a developer/administrator to discuss suggestions in detail

It's very hard to believe this will actually happen. People here are shitting themselves that there are no answers to their issues (how many times will the issue of auto-finalize be avoided?) for way too long. Then you offer a solution that claims all issues can be fixed super quickly and it will be easy to talk to staff. I belive this promise was already made with that promised support system. So no promises, just make this thing happen (who is going to deny such amazing features?) and then we'll see if it's worth it.
Why would they deny it? Because it would take time. A lot of time. There is no point in putting effort towards something that users may not actually be interested in when that time could be put towards (oh, I don't know) more important things, such as security vulnerabilities, fixing finalizing issues, and other problems. Which is why Hux is taking the first step and suggesting it as a possibility to receive feedback from the community.
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Re: Community Consultation: Future Support
« Reply #36 on: January 29, 2014, 02:26:29 am »
As long as people could be taught to easily use IRC then it works, otherwise it becomes a niche support tool, only used by those who are comfortable with IRC (and who in my opinion, are more likely to be tech savy and not need small time/minor support).

Not sure how most of our customers would feel about having to install an IRC client, setting it up with the right ports, etc etc and then communicating on a chat medium completely unfamiliar to them.

true :)

maybe a support channel for vendors only. Then it's not so niche, i think, since most are tech savvy enough... right? :/
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Re: Community Consultation: Future Support
« Reply #37 on: January 29, 2014, 04:31:06 am »
Yes, absolutely. I think it is a great idea.
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Re: Community Consultation: Future Support
« Reply #38 on: January 29, 2014, 04:47:55 am »
Sadly it is a great tool for savy or long time folks. It is fun to go there and talk sometime. But it will be learning curve for newbie, and when newbie come in there will be troll festival and guarantee become unmanageable.

Think coachella but real time in IRC. ......
Multiple Channels.
Channel modes. (Invite only, moderated...)

Not a problem if done right.

will need different moderated channels most definately vendor alone channel but can work if you can get the people to moderate, life in gaol moderating deepweb drug markets is the problem for those who put their hand up to do it.
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Re: Community Consultation: Future Support
« Reply #39 on: January 29, 2014, 06:27:37 am »
Imagine the Live support you guys could provide.

I'm all for it!


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Re: Community Consultation: Future Support
« Reply #40 on: January 29, 2014, 06:37:43 am »
i had a hard time figuring out how to use IRC, but honestly if i can learn PGP then surely i can figure this shit out
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Re: Community Consultation: Future Support
« Reply #41 on: January 29, 2014, 08:01:15 am »
if its possible to do it securely... agree with the others.. would like to research that. and if theres any learning curve on that.
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Re: Community Consultation: Future Support
« Reply #42 on: January 29, 2014, 08:57:12 am »
So far 65.7% would use it so I think you got your answer  ;)

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Re: Community Consultation: Future Support
« Reply #43 on: January 30, 2014, 01:40:42 am »
Would love to have the option to talk to someone on IRC (as long as it's secure).

As far as I'm aware there is no customer support on SR.

Take my experience today as an example: logged in, balance had disappeared into thin air, gone. Now what exactly am I supposed to do? There is no customer support functionality anywhere on Silk Road, so I can't even tell anyone that I've been ripped-off. My only recourse is to come here and mention it, but that's it - I'm out of pocket and ain't got no comeback.

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Re: Community Consultation: Future Support
« Reply #44 on: January 30, 2014, 01:50:45 am »
I support it completely. I've seen so many buyers complaining of scammers but the vendors are getting the priority on customer support at the moment. If this guy actually implements it and it works so the buyers and vendors have equal resolution center and auto finalize. Auto finalize with a smoothly running conflict resolution center (duh) would fix so much. Easier said than done I guess?

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Re: Community Consultation: Future Support
« Reply #45 on: January 30, 2014, 06:24:12 pm »
I like this person HUX. I've had mixed feelings about all the "new" faces popping up recently but for whatever reason I get an honest genuine vibe from this person. Anyone else feel that way? Or is that just my morning bong tokes setting in :D

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Re: Community Consultation: Future Support
« Reply #46 on: January 30, 2014, 06:41:51 pm »
I like this idea a lot.  My one concern would be that the people manning the IRC channel in question have the ability to actually DO something about the issues raised.  If all they can do is fill out a ticket and send it on to an administrator, IRC offers no advantages over the current support form.  If, on the other hand, they can fix many smaller problems immediately, it will be an enormous leap forward.
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Re: Community Consultation: Future Support
« Reply #47 on: January 30, 2014, 09:01:03 pm »
I like this idea a lot.  My one concern would be that the people manning the IRC channel in question have the ability to actually DO something about the issues raised.  If all they can do is fill out a ticket and send it on to an administrator, IRC offers no advantages over the current support form.  If, on the other hand, they can fix many smaller problems immediately, it will be an enormous leap forward.

I like this statement. An IRC system would have to setup in a way that the people manning it have the power to make their own decisions without "executive" permission. If the best crew of conflict resolutionists were put on this system with a little more power to fix the small, but many daily occurances than the system would be a godsend. Of course there would be conflict situations where the main IRC channel would have to seek higher admin advice and discussion, but this manually going through every complaint and message sent system is not working and the scammers are eating us alive.

We believe in you, it is nice to see another face among the crew, it's nice to "meet" you Hux. I like your approach of asking the community their input instead of just executive orders mandating everything. I really hope the site/community follows this trend. Even though security is important, community input is what makes places like this flourish. Even if there is conflicting user input, it still gives everyone the perspective of every scenario and how to take precautions and avoid it.
« Last Edit: January 30, 2014, 09:02:12 pm by Sunnyvale »

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Re: Community Consultation: Future Support
« Reply #48 on: January 30, 2014, 09:39:46 pm »
After being scammed recently absolutly
Q
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Re: Community Consultation: Future Support
« Reply #49 on: January 30, 2014, 09:41:14 pm »
I like this statement. An IRC system would have to setup in a way that the people manning it have the power to make their own decisions without "executive" permission. If the best crew of conflict resolutionists were put on this system with a little more power to fix the small, but many daily occurances than the system would be a godsend. Of course there would be conflict situations where the main IRC channel would have to seek higher admin advice and discussion, but this manually going through every complaint and message sent system is not working and the scammers are eating us alive.

We believe in you, it is nice to see another face among the crew, it's nice to "meet" you Hux. I like your approach of asking the community their input instead of just executive orders mandating everything. I really hope the site/community follows this trend. Even though security is important, community input is what makes places like this flourish. Even if there is conflicting user input, it still gives everyone the perspective of every scenario and how to take precautions and avoid it.

I think ChemCat is running into a similar problem.  ChemCat is a very nice person and is popular with many of the forum regulars.  And so the Powers That Be appointed her a "Global Moderator" who could handle customer complaints.  Unfortunately, they gave her SFA in the way of permissions or power to actually DO anything -- and so she became the target for a lot of frustration and anger rather than a means for problem-solving.   (Including from me, alas.  Let me apologize first for my tone.  Then let me say that the people who put a sweet, naive person in a position which could send her to prison for decades and who are paying her nothing for her work should be dropped into a vat of acid one millimeter at a time).

It's great to solicit "input" and to act like you're taking customer concerns seriously.  But if you can't give your CSRs the power to actually DO anything, then you're better off staying silent.
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Re: Community Consultation: Future Support
« Reply #50 on: January 30, 2014, 11:14:24 pm »
Chemmy is actually male (an elderly gentleman who came to SR to acquire drugs for his late wife). He is a very lovely person, though, and was given the mod role at a very bad time. It upsets me that he's ended up in the front line at a time when so many people want a target to vent their frustration on :(
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Re: Community Consultation: Future Support
« Reply #51 on: January 30, 2014, 11:18:49 pm »
I like this statement. An IRC system would have to setup in a way that the people manning it have the power to make their own decisions without "executive" permission. If the best crew of conflict resolutionists were put on this system with a little more power to fix the small, but many daily occurances than the system would be a godsend. Of course there would be conflict situations where the main IRC channel would have to seek higher admin advice and discussion, but this manually going through every complaint and message sent system is not working and the scammers are eating us alive.

We believe in you, it is nice to see another face among the crew, it's nice to "meet" you Hux. I like your approach of asking the community their input instead of just executive orders mandating everything. I really hope the site/community follows this trend. Even though security is important, community input is what makes places like this flourish. Even if there is conflicting user input, it still gives everyone the perspective of every scenario and how to take precautions and avoid it.

I think ChemCat is running into a similar problem.  ChemCat is a very nice person and is popular with many of the forum regulars.  And so the Powers That Be appointed her a "Global Moderator" who could handle customer complaints.  Unfortunately, they gave her SFA in the way of permissions or power to actually DO anything -- and so she became the target for a lot of frustration and anger rather than a means for problem-solving.   (Including from me, alas.  Let me apologize first for my tone.  Then let me say that the people who put a sweet, naive person in a position which could send her to prison for decades and who are paying her nothing for her work should be dropped into a vat of acid one millimeter at a time).

It's great to solicit "input" and to act like you're taking customer concerns seriously.  But if you can't give your CSRs the power to actually DO anything, then you're better off staying silent.

Am liking the cut o' yer jib mister.

ChemCat is a chick?!? Wow, who knew.

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Re: Community Consultation: Future Support
« Reply #52 on: January 31, 2014, 11:02:50 am »
Chemmy is actually male (an elderly gentleman who came to SR to acquire drugs for his late wife). He is a very lovely person, though, and was given the mod role at a very bad time. It upsets me that he's ended up in the front line at a time when so many people want a target to vent their frustration on :(

Didn't know ChemCat was male: learn something new every day.  Condolences to him on his loss. May his wife's spirit find peace and may he find comfort.

As I understand the last round of indictments, moderating these forums = facilitating a drug trafficking enterprise. Which means that if ChemCat gets arrested he's likely to die in prison.  That's a pretty fucking sizeable risk, especially since CC isn't getting so much as .000001 BTC for his troubles and has no power to address any of the issues being raised.  And especially since the last SR operator grassed on several of his colleagues.
 
And to the guy who thinks "vendors are getting the priority on customer support at the moment:" you obviously haven't seen the Vendor Roundtable.  If anything, vendors are getting fucked worse than customers.  There are vendors who have tens of thousands tied up in escrow, and who get nothing but shitty attitude when asked when it is finally going to be released.
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Unbekannt

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Re: Community Consultation: Future Support
« Reply #53 on: January 31, 2014, 01:04:09 pm »
I'd definitely use IRC support if you could get this running.

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Re: Community Consultation: Future Support
« Reply #54 on: February 01, 2014, 01:13:35 am »
Chemmy is actually male (an elderly gentleman who came to SR to acquire drugs for his late wife). He is a very lovely person, though, and was given the mod role at a very bad time. It upsets me that he's ended up in the front line at a time when so many people want a target to vent their frustration on :(

Hmmm.... really?  I thought Chemmy was a vendor on SR1.  I've even seen comments from ChemCat stating that he/she is contemplating going BACK to vending due to the stress and frustration of moderating.  Not that it was a serious contemplation most likely

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Re: Community Consultation: Future Support
« Reply #55 on: February 01, 2014, 01:45:01 pm »
i'd use it. great idea!
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Re: Community Consultation: Future Support
« Reply #56 on: February 02, 2014, 01:47:39 am »
Hmmm.... really?  I thought Chemmy was a vendor on SR1.  I've even seen comments from ChemCat stating that he/she is contemplating going BACK to vending due to the stress and frustration of moderating.  Not that it was a serious contemplation most likely

Really? Could you provide a link to such comments? It sounds as though you have him confused with someone else.
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StratosGuppy

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Re: Community Consultation: Future Support
« Reply #57 on: February 02, 2014, 02:03:16 pm »
I like the idea and would try it out.

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Re: Community Consultation: Future Support
« Reply #58 on: February 02, 2014, 09:06:59 pm »

Hmmm.... really?  I thought Chemmy was a vendor on SR1.  I've even seen comments from ChemCat stating that he/she is contemplating going BACK to vending due to the stress and frustration of moderating.  Not that it was a serious contemplation most likely

yes... links, please :)
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Re: Community Consultation: Future Support
« Reply #59 on: February 03, 2014, 04:03:49 am »
Pay people to do support 24/7 who know everything about silkroad but have no power or know how to compromise SR. Pay them will, I know SR is making a lot. Assure the support is constant so people can easily learn to use SR and figure out trivial tasks of getting started so SR can expand. They can also encourage safe practices to keep our users security as a top priorty. A lot of people would use it, and people who truly cannot tackle PGP etc, we can have prewritten responses. This would really help SR expand and keep a lot of reposts out of the forums.

just some food for thought!

Im sure people would even sit in the chat and volunteer to answer questions while coked out and nothing to do :P

thanks for all you do team!
CC
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Entrepreniggeur

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Re: Community Consultation: Future Support
« Reply #60 on: February 03, 2014, 01:20:40 pm »
  Damn, you people are a bunch of lemmings.  Why do you continue to thank the talentless imbiciles who run this defunct website?  What the hell are you thanking them for?

  Is it for telling you captchas are fixed when they aren't?
  Are you thanking them for never replying to any support concerns?
  Maybe you're thanking them for lying to you on a daily basis about how they're doing so much for the community while no ever doing anything at all.
  It could be that you're thanking them for letting your accounts go in the negative or not returning vendor bonds.
  Although, maybe you're thanking them for taking commissions on the products you sell/buy while never resolving issues that arise such as vendors getting locked out of their accounts.
  Maybe you're thankful that while this site runs like a 1974 Gremlin with two spark plugs, the staff are still raking in the BTC's while yours are stuck in escrow.

  This fucking list could go on for pages.  Please advise me of ONE thing this neophyte staff has done which has made this site run more smoothly than it did two months ago.  JUST ONE.   Obviously that's rhetorical because a room full of monkeys and Apple II e's could produce a more functional and smoothly running site.

  I'm sure some boot licking mod will chime in and ask,"What have YOU done for the community asshole?"   My answer is that I don't get paid to make this community better so nothing. 

  If any of the administration of this defunct, has-been site worked at any other 9-5 job, they'd have been fired the first week.  There's no coders.  There's no testers.  There's only the same rhetoric. 
  You folks best be prepared because there isn't a doubt in my mind that those in charge WILL leave with your coins.  If you think they won't, how's this for an analogy:

  BMR shuts down.   10 weeks later...Utopia opens up.  New coding, new site, new everything.  The site has AF, resolution center, mods that don't act like children, and the site runs as smooth as BMR did. 
  In those same 10 weeks, SR2 has given nothing but excuse after excuse of why things can't be accomplished.  It's always "security this" or "security that".  Meanwhile, when this defunct site re-opened, the homepage screamed that security was better than ever!   
   This administration is good at ONE thing...talking out of both sides of their lying mouths.  They're like a dead-beat father who always tells his children he'll be there to pick them up, but never shows.  They have zero class, because if they did, they'd admit they're in way over their heads and put people in charge who have actually written a line of code. 

  PATHETIC.
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Re: Community Consultation: Future Support
« Reply #61 on: February 03, 2014, 05:22:35 pm »
  Damn, you people are a bunch of lemmings.  Why do you continue to thank the talentless imbiciles who run this defunct website?  What the hell are you thanking them for?

For their intentions.  Intentions matter more than results sometimes -- true, not terribly often, but whatever -- they're still here and trying.  In my book, that deserves a "thanks man, I appreciate that."  Maybe not a steady stream of income, but I'm not gonna go there: in answer to your question, they deserve thanks for their intentions.

Hey, I'm a good guy, but I ain't gonna put my ass on the line for all of you/us.  They are :)
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Re: Community Consultation: Future Support
« Reply #62 on: February 03, 2014, 08:19:04 pm »
For their intentions.  Intentions matter more than results sometimes -- true, not terribly often, but whatever -- they're still here and trying.  In my book, that deserves a "thanks man, I appreciate that."  Maybe not a steady stream of income, but I'm not gonna go there: in answer to your question, they deserve thanks for their intentions.

Hey, I'm a good guy, but I ain't gonna put my ass on the line for all of you/us.  They are :)

ty SS :) ty for continuing to be SR's (only?) voice of reason :P
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Re: Community Consultation: Future Support
« Reply #63 on: February 04, 2014, 12:50:48 am »
For their intentions.  Intentions matter more than results sometimes -- true, not terribly often, but whatever -- they're still here and trying.  In my book, that deserves a "thanks man, I appreciate that."  Maybe not a steady stream of income, but I'm not gonna go there: in answer to your question, they deserve thanks for their intentions.

Hey, I'm a good guy, but I ain't gonna put my ass on the line for all of you/us.  They are :)

ty SS :) ty for continuing to be SR's (only?) voice of reason :P

+1 SS, these are uncharted waters. Our best is all we can do. I think that statement bodes well for SR staff as we cannot imagine the dangers they face.
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Re: Community Consultation: Future Support
« Reply #64 on: February 04, 2014, 03:17:38 am »
ty SS :) ty for continuing to be SR's (only?) voice of reason :P

Oi! I'm pretty reasonable. Most of the time ;)
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Re: Community Consultation: Future Support
« Reply #65 on: February 04, 2014, 05:39:40 am »
I NEED HELP NOW
Q
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Re: Community Consultation: Future Support
« Reply #66 on: February 04, 2014, 03:09:51 pm »
  Damn, you people are a bunch of lemmings.  Why do you continue to thank the talentless imbiciles who run this defunct website?  What the hell are you thanking them for?

For their intentions.  Intentions matter more than results sometimes -- true, not terribly often, but whatever -- they're still here and trying.  In my book, that deserves a "thanks man, I appreciate that."  Maybe not a steady stream of income, but I'm not gonna go there: in answer to your question, they deserve thanks for their intentions.

Hey, I'm a good guy, but I ain't gonna put my ass on the line for all of you/us.  They are :)

Well said. +1

Give the road the chance they deserve. They are working effortlessly and the results are coming in, plus I wouldnt put my lifes freedom on the chopping block for free.

The (few) scammers who have been publicly called out and left SR are now either working for, running, or developing sheep and TM copy cat scam sites so hey if the SR crew isnt up to your wal mart greeter standards go lose your money somewhere else. The ease on the servers of the trolls leaving would make sr administration's job easier.