Cphillip,
Like I said at the outset of my post -you guys have a tough job. It's easy for all of us to sit back a shoot holes in your logic later having the benefit of 20/20, and/or not knowing the whole story.
My point regarding the locking of the thread is this - in the case of an ongoing investigation it is proper. By locking the post, it hasn't been removed so the poster can't cry foul/censorship while the investigation is taking place, but at the same time in the case where there is a legitimate beef the poster also isn't vilified for posting their unhappy experience.
If I were asked for my opinion on the best way to deal with a customer service matter (or psudo as the case dictates), I'd say - Lock the thread with a explanation post to the effect "The is a serious allegation/complaint/accusation by the poster - AGD is initiating an internal investigation to determine the merit of the matter, and taking the appropriate action to resolve the issue. Once the matter is concluded a statement will be issued to all." Then let Tom, or what ever AGD employee who deals with the customer post a reply regarding the matter once it is totally resolved - or you or another mod can get a brain-dump on the situation and post on their behalf. The you guys can unlock/ continue to lock the post as your discretion determines. I think this would provide 3 key wins. First, it would cast the mods in an impartial light. Second, it wouldn't give anyone ever the hint of any type of damage control/cover up. And 3rd, even though you mods are representatives of AGD, the people there who's job it is to deal with customer service matters can do their job unencumbered.
In the Jon incident, it sounds like the whole thing (as most members speculated) was all BS. AGD (IMHO) stands or falls based on their actions and customer service (or lack there of), it's not the mods responsibility to protect that, it's their job to keep things under control so that they can protect it themselves at the appropriate time. Therefore, even though you were conducting diligent investigation on their behalf the thread became a run away, with tons of posts of all types. If a new user had logged on a read all that stuff, who knows what they might have thought. You really have to read deep into the post before it really starts looking like the guy was a bogus poster.
OK, on to your other comments.
Just my opinions - thanks for the dialog. Again, it's easy for me to sit back and make suggestions not knowing the full scope of what you guys deal with.
Oh, and just for the record - I was not complaining about the temporary locking of a post while a matter is taken care of - my issue was with the deletion of posts that are unfavorable to AGD. (unless they were outright lies)
-Calvin
Like I said at the outset of my post -you guys have a tough job. It's easy for all of us to sit back a shoot holes in your logic later having the benefit of 20/20, and/or not knowing the whole story.
My point regarding the locking of the thread is this - in the case of an ongoing investigation it is proper. By locking the post, it hasn't been removed so the poster can't cry foul/censorship while the investigation is taking place, but at the same time in the case where there is a legitimate beef the poster also isn't vilified for posting their unhappy experience.
If I were asked for my opinion on the best way to deal with a customer service matter (or psudo as the case dictates), I'd say - Lock the thread with a explanation post to the effect "The is a serious allegation/complaint/accusation by the poster - AGD is initiating an internal investigation to determine the merit of the matter, and taking the appropriate action to resolve the issue. Once the matter is concluded a statement will be issued to all." Then let Tom, or what ever AGD employee who deals with the customer post a reply regarding the matter once it is totally resolved - or you or another mod can get a brain-dump on the situation and post on their behalf. The you guys can unlock/ continue to lock the post as your discretion determines. I think this would provide 3 key wins. First, it would cast the mods in an impartial light. Second, it wouldn't give anyone ever the hint of any type of damage control/cover up. And 3rd, even though you mods are representatives of AGD, the people there who's job it is to deal with customer service matters can do their job unencumbered.
In the Jon incident, it sounds like the whole thing (as most members speculated) was all BS. AGD (IMHO) stands or falls based on their actions and customer service (or lack there of), it's not the mods responsibility to protect that, it's their job to keep things under control so that they can protect it themselves at the appropriate time. Therefore, even though you were conducting diligent investigation on their behalf the thread became a run away, with tons of posts of all types. If a new user had logged on a read all that stuff, who knows what they might have thought. You really have to read deep into the post before it really starts looking like the guy was a bogus poster.
OK, on to your other comments.
Just my opinions - thanks for the dialog. Again, it's easy for me to sit back and make suggestions not knowing the full scope of what you guys deal with.
Oh, and just for the record - I was not complaining about the temporary locking of a post while a matter is taken care of - my issue was with the deletion of posts that are unfavorable to AGD. (unless they were outright lies)
-Calvin
In fact I wish someone had taken it off my head really. But....well... I feel I did the right thing. Sorry if some of you do not agree.
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