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An open letter to Livejournal management

Good morning.

I am writing this open letter today in an attempt to address what I feel has been entirely unprofessional behavior by the LJ support/abuse team. These actions reflect poorly on LJ as a whole and I'd like to give Livejournal a fair chance at addressing them in a responsible fashion.

On Saturday, May 31, I opened LJ support request 890231 concerning a problem I was having with my account. I received no updates on the request, and when I checked its status this morning, June 1, it was closed without comment.

Attempting to obtain clarification on what happened, I then opened LJ support request 890414 asking what the disposition of my previous request was. It was closed without comment within the hour.

Because of the assistance of other LJ users, I was able to observe a small portion of what happened behind the scenes with my request. From what I understand from this screencap, Carrie Stevens decided that my issue was a "fake request" and that I did not warrant any support for my issue. I cannot understand why Carrie would deem my request "fake" as it was apparently asked often enough that there was a support FAQ addressing the issue. (I do apologize for not consulting the FAQ first regarding my problem).

I can only surmise that because I was criticizing the newly-elected "community representative" of the LJ Advisory Board, I was being denied the support that all LJ users (especially paying customers) are entitled to.

This is disappointing and only goes to prove that the conflict of interest issues raised during the election were valid and real. How can LJ purport to adhere to a democratic standard and pretend that the user's interests are represented when any dissenters are denied service?

I hope that with your attention this issue can be addressed and resolved. I am confident that this sort of behavior is not tolerated by LJ or its support policies.

Thank you for your time,
bizzy_


References:
"legomymalfoy is a cunt" is not linking from userinfo pages
LiveJournal Support Refuses Questions and Answers
LJ Support closes legitimate questions without answer because "IT MAKES FUN OF THEIR FRIEND"

CC'ed via private message to:
Kimmie Nguyen kimmi8
Mark Ferrell markf
Carrie Stevens coffeechica
Krissy T. ljkrissy
Daisy Barringer daisy
Marta Gossage marta

Tags:

Comments

( 10 comments — Leave a comment )
bizzy_
Jun. 1st, 2008 06:44 pm (UTC)
I added the URL to this post in the private messages, and asked the recipients to direct all replies to this post as comments.
hardvice
Jun. 1st, 2008 08:03 pm (UTC)
You may wish to write to LJ directly via regular mail. I have done so.

I asked them to remove Carrie Stevens from LJ Support as she has shown she is unwilling or incapable of providing content-neutral support to all users, and that her actions and lack of professionalism in this matter reflect poorly on LiveJournal, giving the appearance that LiveJournal is only interested in providing support to users who express ideas with which its agents personally agree.
bizzy_
Jun. 1st, 2008 08:10 pm (UTC)
I am not out to get anyone, and like Livejournal as a service. It's only fair for me to give Carrie at least 24 hours of the coming work week to respond. I fully expect this misunderstanding to be resolved within that time since it is such a simple matter.
hardvice
Jun. 1st, 2008 09:34 pm (UTC)
If she can't maintain objectivity while doing her job, it shouldn't be her job.
weev
Jun. 2nd, 2008 07:49 pm (UTC)
You should contact Six Apart's board of directors by phone.
(Anonymous)
Jun. 4th, 2008 01:36 pm (UTC)
And how would that help? 6 Apart doesn't own the company anymore.
jedi_iwakura
Jun. 1st, 2008 08:59 pm (UTC)
I am glad that you and some others here have taken it upon yourselves to do the wordy work.

Because right now all I am amounting to is a repeated "HULK SMASH KEYBOARD UURRRRRRRRRRRRRRGH" whenever I want to express my dismay at this entire situation.
(Anonymous)
Jun. 2nd, 2008 06:00 am (UTC)
I can only surmise that because I was criticizing the newly-elected "community representative" of the LJ Advisory Board, I was being denied the support that all LJ users (especially paying customers) are entitled to.


They also closed similar requests from people (or at least one person) who had added jameth+is+a+troll as an interest. How do you explain this one?
bizzy_
Jun. 2nd, 2008 05:01 pm (UTC)
I have no explanation for their actions, and hope that they will take the opportunity to provide one. I believe that every user is entitled to support.
bizzy_
Jun. 2nd, 2008 09:59 pm (UTC)
marta responded! Privately! ignoring my requests to KEEP THE OPEN LETTER OPEN.

http://users.livejournal.com/bizzy_/40878.html


Edited at 2008-06-02 09:59 pm (UTC)
( 10 comments — Leave a comment )