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New Kabam employee

ChatterofforumsChatterofforums Posts: 1,779 ★★★★★
First, let me say thank you to Kabam for doing something they should've done long ago and hired an employee who has the primary responsibility of focusing on minimizing the cheating in this game.

I have but two minor suggestions on this topic. First, I strongly believe for them to be good at this job, they have to understand how this game works, preferably be a seasoned player.

There have been several times where I've filed a ticket against a player with 100% abyss profile pic but still has 4*s in roster and it was clear that the person handling the ticket had absolutely no clue why that was an issue. Point being a little bit of common sense combined with game knowledge will make them much more effective at their job.

Second request might be a little trickier, I believe they will be more effective at their job if they have access to community concerns. If would need to be a fair way (to avoid getting swamped in irrelevant allegations by someone who is just mad they lost in BG) and would need to be done in a way where players aren't publicly blasting other players.

It could be as simple as setting up a process (and telling the community) that allows allegations with proof to be sent directly to them. However, most of the proof the community can send is screenshots which means nothing to them if they don't have some basic game knowledge (such as why a 4* Groot shouldn't beat a r3 6* penni in under 8 seconds in BG).

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    TyphoonTyphoon Posts: 1,763 ★★★★★
    edited October 2022
    Where did you get this info?

    Edit: disregard, just saw the post on announcements.
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    Standardman1989Standardman1989 Posts: 544 ★★★
    Typhoon said:

    Where did you get this info?

    Edit: disregard, just saw the post on announcements.

    On post of bg the last post.
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    CoppinCoppin Posts: 2,601 ★★★★★
    Lol.. seriously... An opinion or suggestion on employees hired... 🤣 This is way too much...
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    ChatterofforumsChatterofforums Posts: 1,779 ★★★★★
    DNA3000 said:

    First, let me say thank you to Kabam for doing something they should've done long ago and hired an employee who has the primary responsibility of focusing on minimizing the cheating in this game.

    I have but two minor suggestions on this topic. First, I strongly believe for them to be good at this job, they have to understand how this game works, preferably be a seasoned player.

    There have been several times where I've filed a ticket against a player with 100% abyss profile pic but still has 4*s in roster and it was clear that the person handling the ticket had absolutely no clue why that was an issue. Point being a little bit of common sense combined with game knowledge will make them much more effective at their job.

    Second request might be a little trickier, I believe they will be more effective at their job if they have access to community concerns. If would need to be a fair way (to avoid getting swamped in irrelevant allegations by someone who is just mad they lost in BG) and would need to be done in a way where players aren't publicly blasting other players.

    It could be as simple as setting up a process (and telling the community) that allows allegations with proof to be sent directly to them. However, most of the proof the community can send is screenshots which means nothing to them if they don't have some basic game knowledge (such as why a 4* Groot shouldn't beat a r3 6* penni in under 8 seconds in BG).

    I think you are operating under a misconception regarding how support works and how the new anti-cheat person is going to work.

    The new anti-cheat person is almost certainly not going to be responding to support tickets directly. Support is going to take the tickets and forward them to the anti-cheat people in game operations. That will be the end of their involvement. Anti-cheat is not going to tell customer support anything regarding the disposition of that report, so customer support will not have any information to give you. They will not know if the report led to discipline or not. They will not know if the report was acted upon or not. They will not know if the report was determined to be in error. So you will never get an informed response back. Customer support does not need to know anything about how cheating works in the game because they do not investigate cheating, and they do not relay information about cheating to players. They are only a conduit of information, and that conduit only works in one direction.

    The primary way for the community to express their concerns about cheating is to open support tickets. Those get forwarded to the anti-cheat people. Of course, nothing is perfect, sometimes things get lost or misplaced, and sometimes a problem report that should be acted upon doesn't, but support tickets are basically a way to email cheating reports and evidence to the anti-cheat people. Another conduit for those reports would be redundant.

    As to the qualifications of the new hire, I am reasonably certain that Kabam would either hire someone with some understanding about the game or were going to train them, but the people who are currently in charge of investigating cheating in the game are pretty knowledgeable about the subject in general, so either way the knowledge is there. The problem isn't understanding cheating, it is proving it within the requirements of Kabam's legal and operational policies. As someone who has let Kabam track me while flying in commercial airliners, I can say they do the best they can under those conditions.
    Thank you for telling what you think I thought was wrong but got to tell you that I think what you thought I was thinking is wrong.

    I at no point made any statement to imply I know what they are doing. In fact the exact opposite should be taken from my post as it was clearly listed as suggestions that would help combat the issue. If I thought this would've been done already, I obviously wouldn't have made the suggestion.

    I do strongly feel that if they continue to use people who don't understand the game to fight cheating and ignore complaints submitted by the community through the ticket process that nothing will be resolved (although it might get a little better).
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    GroundedWisdomGroundedWisdom Posts: 36,334 ★★★★★
    The problem is, it's not that they're blind to what's possible in the game, and it's not that they're ignoring reports. It's that there's a process to it. That process can always be improved and they're making efforts to do so, but it's never going to look like a Report=Immediate Ban situation. That would be dangerous.
    I'm not sure how the argument of experience in the game comes in, but the people working on that side aren't unfamiliar with how game play at all levels operate. They're not chimps at a typewriter.
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    Colinwhitworth69Colinwhitworth69 Posts: 7,216 ★★★★★
    This new hire needs to be an expert on finding cheaters and preventing cheating. I don’t think it matters at all if they’re a seasoned player. They can’t solve the cheating problem just by banning a few more people. They need detection and prevention, else they’ll be chasing that train forever.
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    DNA3000DNA3000 Posts: 18,937 Guardian

    DNA3000 said:

    First, let me say thank you to Kabam for doing something they should've done long ago and hired an employee who has the primary responsibility of focusing on minimizing the cheating in this game.

    I have but two minor suggestions on this topic. First, I strongly believe for them to be good at this job, they have to understand how this game works, preferably be a seasoned player.

    There have been several times where I've filed a ticket against a player with 100% abyss profile pic but still has 4*s in roster and it was clear that the person handling the ticket had absolutely no clue why that was an issue. Point being a little bit of common sense combined with game knowledge will make them much more effective at their job.

    Second request might be a little trickier, I believe they will be more effective at their job if they have access to community concerns. If would need to be a fair way (to avoid getting swamped in irrelevant allegations by someone who is just mad they lost in BG) and would need to be done in a way where players aren't publicly blasting other players.

    It could be as simple as setting up a process (and telling the community) that allows allegations with proof to be sent directly to them. However, most of the proof the community can send is screenshots which means nothing to them if they don't have some basic game knowledge (such as why a 4* Groot shouldn't beat a r3 6* penni in under 8 seconds in BG).

    I think you are operating under a misconception regarding how support works and how the new anti-cheat person is going to work.

    The new anti-cheat person is almost certainly not going to be responding to support tickets directly. Support is going to take the tickets and forward them to the anti-cheat people in game operations. That will be the end of their involvement. Anti-cheat is not going to tell customer support anything regarding the disposition of that report, so customer support will not have any information to give you. They will not know if the report led to discipline or not. They will not know if the report was acted upon or not. They will not know if the report was determined to be in error. So you will never get an informed response back. Customer support does not need to know anything about how cheating works in the game because they do not investigate cheating, and they do not relay information about cheating to players. They are only a conduit of information, and that conduit only works in one direction.

    The primary way for the community to express their concerns about cheating is to open support tickets. Those get forwarded to the anti-cheat people. Of course, nothing is perfect, sometimes things get lost or misplaced, and sometimes a problem report that should be acted upon doesn't, but support tickets are basically a way to email cheating reports and evidence to the anti-cheat people. Another conduit for those reports would be redundant.

    As to the qualifications of the new hire, I am reasonably certain that Kabam would either hire someone with some understanding about the game or were going to train them, but the people who are currently in charge of investigating cheating in the game are pretty knowledgeable about the subject in general, so either way the knowledge is there. The problem isn't understanding cheating, it is proving it within the requirements of Kabam's legal and operational policies. As someone who has let Kabam track me while flying in commercial airliners, I can say they do the best they can under those conditions.
    Thank you for telling what you think I thought was wrong but got to tell you that I think what you thought I was thinking is wrong.

    I at no point made any statement to imply I know what they are doing. In fact the exact opposite should be taken from my post as it was clearly listed as suggestions that would help combat the issue. If I thought this would've been done already, I obviously wouldn't have made the suggestion.
    I was just being polite. What I should have said, and what I will try to remember for the future, is that your suggestions make no sense within the context of what the anti-cheat person will likely be doing and how customer support works, and it would be useful to learn how both work if your interest is in commenting on how to improve either.

    Let me try it out here:

    I do strongly feel that if they continue to use people who don't understand the game to fight cheating and ignore complaints submitted by the community through the ticket process that nothing will be resolved (although it might get a little better).

    Neither of these things is true, so neither of these things can be continued.
  • Options
    Colinwhitworth69Colinwhitworth69 Posts: 7,216 ★★★★★
    DNA3000 said:

    DNA3000 said:

    First, let me say thank you to Kabam for doing something they should've done long ago and hired an employee who has the primary responsibility of focusing on minimizing the cheating in this game.

    I have but two minor suggestions on this topic. First, I strongly believe for them to be good at this job, they have to understand how this game works, preferably be a seasoned player.

    There have been several times where I've filed a ticket against a player with 100% abyss profile pic but still has 4*s in roster and it was clear that the person handling the ticket had absolutely no clue why that was an issue. Point being a little bit of common sense combined with game knowledge will make them much more effective at their job.

    Second request might be a little trickier, I believe they will be more effective at their job if they have access to community concerns. If would need to be a fair way (to avoid getting swamped in irrelevant allegations by someone who is just mad they lost in BG) and would need to be done in a way where players aren't publicly blasting other players.

    It could be as simple as setting up a process (and telling the community) that allows allegations with proof to be sent directly to them. However, most of the proof the community can send is screenshots which means nothing to them if they don't have some basic game knowledge (such as why a 4* Groot shouldn't beat a r3 6* penni in under 8 seconds in BG).

    I think you are operating under a misconception regarding how support works and how the new anti-cheat person is going to work.

    The new anti-cheat person is almost certainly not going to be responding to support tickets directly. Support is going to take the tickets and forward them to the anti-cheat people in game operations. That will be the end of their involvement. Anti-cheat is not going to tell customer support anything regarding the disposition of that report, so customer support will not have any information to give you. They will not know if the report led to discipline or not. They will not know if the report was acted upon or not. They will not know if the report was determined to be in error. So you will never get an informed response back. Customer support does not need to know anything about how cheating works in the game because they do not investigate cheating, and they do not relay information about cheating to players. They are only a conduit of information, and that conduit only works in one direction.

    The primary way for the community to express their concerns about cheating is to open support tickets. Those get forwarded to the anti-cheat people. Of course, nothing is perfect, sometimes things get lost or misplaced, and sometimes a problem report that should be acted upon doesn't, but support tickets are basically a way to email cheating reports and evidence to the anti-cheat people. Another conduit for those reports would be redundant.

    As to the qualifications of the new hire, I am reasonably certain that Kabam would either hire someone with some understanding about the game or were going to train them, but the people who are currently in charge of investigating cheating in the game are pretty knowledgeable about the subject in general, so either way the knowledge is there. The problem isn't understanding cheating, it is proving it within the requirements of Kabam's legal and operational policies. As someone who has let Kabam track me while flying in commercial airliners, I can say they do the best they can under those conditions.
    Thank you for telling what you think I thought was wrong but got to tell you that I think what you thought I was thinking is wrong.

    I at no point made any statement to imply I know what they are doing. In fact the exact opposite should be taken from my post as it was clearly listed as suggestions that would help combat the issue. If I thought this would've been done already, I obviously wouldn't have made the suggestion.
    I was just being polite. What I should have said, and what I will try to remember for the future, is that your suggestions make no sense within the context of what the anti-cheat person will likely be doing and how customer support works, and it would be useful to learn how both work if your interest is in commenting on how to improve either.

    Let me try it out here:

    I do strongly feel that if they continue to use people who don't understand the game to fight cheating and ignore complaints submitted by the community through the ticket process that nothing will be resolved (although it might get a little better).

    Neither of these things is true, so neither of these things can be continued.
    Mic = dropped.
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