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I was blackmailed – any YouTuber could be next

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Re: I was blackmailed – any YouTuber could be next

#81

Post by dagnabbit »

movedx wrote: post #70
tekkk wrote: post #59

Earlier quoted context omitted.

I don't think they are really doing their best. If other Google's support forums are any indicator of their effort, they are mostly trying to automate the whole process as much as possible which then causes errors like this. Which makes sense from the SV software engineer perspective, but really is unfathomable to the normal user who then has to live in fear if some malicious teenager decides to ruin their channel. I…

> Instead of actually trying to create the best customer service I've worked in high volume customer services. It's not easy for the agents doing the work or the companies operating them. I've worked in multiple call centers dealing with calls and tickets. I've worked in companies in which I dealt with mobile phone bill queries and hardware issues right up to Cisco networking problems and then eventually enterprise g…

[dead]

Re: I was blackmailed – any YouTuber could be next

#82

Post by SergeAx »

gkoberger wrote: post #12

This might not be a popular opinion, but I feel like YouTube is doing their best with a really hard problem. I see a lot of people complaining about things like this, but I also see a lot of people complaining that YouTube/Twitter/etc aren't doing enough to take down false/immoral/illegal content quick enough. [1] It really sucks when a legitimate video is taken down by mistake. But it also really sucks when revenge…

Sanity check in my head telling me that once content is reinstated by human operator - it shouldn't be taken down by algorithm, but flagged for secondary human examination instead.

Re: I was blackmailed – any YouTuber could be next

#83

Post by squarefoot »

movedx wrote: post #72
autokad wrote: post #49

Earlier quoted context omitted.

I dont feel sorry for them at all. > "I also see a lot of people complaining that YouTube/Twitter/etc aren't doing enough to take down false/immoral/illegal content quick enough" I dont want these companies touching false/immoral take downs. who are they to decide? sorry, I dont want these people in charge of the moral police. illegal stuff, like revenge porn makes sense. > "YouTube is doing it's best to blend automa…

> HIRE SOME PEOPLE https://news.ycombinator.com/item?id=23317390

A well implemented karma system might be a thing: employees don't scale, trusted users do.

Re: I was blackmailed – any YouTuber could be next

#84

Post by causality0 »

Google has an absolute fetish for making the ratio of profit to employees as large as possible. They will do it at any cost. There is no Google service without horrific customer support. Youtube, Google Fiber, Google Fi, doesn't matter. They refuse to accept that having 2x as many customers requires 2x as many support personnel.

Re: I was blackmailed – any YouTuber could be next

#85

Post by deadmutex »

autokad wrote: post #49
gkoberger wrote: post #12

This might not be a popular opinion, but I feel like YouTube is doing their best with a really hard problem. I see a lot of people complaining about things like this, but I also see a lot of people complaining that YouTube/Twitter/etc aren't doing enough to take down false/immoral/illegal content quick enough. [1] It really sucks when a legitimate video is taken down by mistake. But it also really sucks when revenge…

I dont feel sorry for them at all. > "I also see a lot of people complaining that YouTube/Twitter/etc aren't doing enough to take down false/immoral/illegal content quick enough" I dont want these companies touching false/immoral take downs. who are they to decide? sorry, I dont want these people in charge of the moral police. illegal stuff, like revenge porn makes sense. > "YouTube is doing it's best to blend automa…

> HIRE SOME PEOPLE

See: https://youtube.googleblog.com/2017/12/expanding-our-work-ag...

TL;Dr - YouTube announced they were going to have over 10,000 people to help.

Disclosure: Work at Google, but views are my own.

Re: I was blackmailed – any YouTuber could be next

#86

Post by droopyEyelids »

movedx wrote: post #70
tekkk wrote: post #59

Earlier quoted context omitted.

I don't think they are really doing their best. If other Google's support forums are any indicator of their effort, they are mostly trying to automate the whole process as much as possible which then causes errors like this. Which makes sense from the SV software engineer perspective, but really is unfathomable to the normal user who then has to live in fear if some malicious teenager decides to ruin their channel. I…

> Instead of actually trying to create the best customer service I've worked in high volume customer services. It's not easy for the agents doing the work or the companies operating them. I've worked in multiple call centers dealing with calls and tickets. I've worked in companies in which I dealt with mobile phone bill queries and hardware issues right up to Cisco networking problems and then eventually enterprise g…

I don't think your point passes a back of the envelope math test.

Right now Google makes the second most profit per employee of any large enterprise on earth: $269,000 in profit, annually, per employee.

I know of other- successful!- companies that make less money per employee, because they hire people to do customer support.

To start your argument, I think you have to explain why Google can not hire more CSRs, even though they are the #2 most profitable enterprise on Earth.

Re: I was blackmailed – any YouTuber could be next

#87

Post by op00to »

causality0 wrote: post #84

Google has an absolute fetish for making the ratio of profit to employees as large as possible. They will do it at any cost. There is no Google service without horrific customer support. Youtube, Google Fiber, Google Fi, doesn't matter. They refuse to accept that having 2x as many customers requires 2x as many support personnel.

Support scales linearly only if you don’t do anything to work smarter. Maybe your product sucks so much that every customer needs to interact with support to get things to work. Maybe you don’t have the right resources for customers to self solve. Hiring your way out of a support problem rarely ends well.

Re: I was blackmailed – any YouTuber could be next

#88

Post by causality0 »

op00to wrote: post #87
causality0 wrote: post #84

Google has an absolute fetish for making the ratio of profit to employees as large as possible. They will do it at any cost. There is no Google service without horrific customer support. Youtube, Google Fiber, Google Fi, doesn't matter. They refuse to accept that having 2x as many customers requires 2x as many support personnel.

Support scales linearly only if you don’t do anything to work smarter. Maybe your product sucks so much that every customer needs to interact with support to get things to work. Maybe you don’t have the right resources for customers to self solve. Hiring your way out of a support problem rarely ends well.

Funny thing is, support scales nonlinearly only while you're fixing those problems. At both ends of the spectrum it goes linear again. If you've done nothing it's linear, and after you've done everything possible it's also linear. Google is convinced the number of required personnel is zero and in any situation it isn't zero it isn't their problem.

Re: I was blackmailed – any YouTuber could be next

#89

Post by tripletao »

gkoberger wrote: post #12

This might not be a popular opinion, but I feel like YouTube is doing their best with a really hard problem. I see a lot of people complaining about things like this, but I also see a lot of people complaining that YouTube/Twitter/etc aren't doing enough to take down false/immoral/illegal content quick enough. [1] It really sucks when a legitimate video is taken down by mistake. But it also really sucks when revenge…

> I feel like most of the time I see posts like this, the situation is resolved favorably and relatively quickly.

Isn't that exactly the complaint? There's no sane human review until an issue gets embarrassingly publicized--so if the victim can generate that publicity then the system "works", and if they can't then you never see the post.

Re: I was blackmailed – any YouTuber could be next

#90

Post by burnte »

the_af wrote: post #22
gkoberger wrote: post #17

Earlier quoted context omitted.

Is that true? I mean, you can also argue it's only ever an issue in the first place if you have enough clout to be targeted. And I haven't seen any proof that people "without clout" aren't able to get it resolved, have you? Even this person isn't exactly a YouTube heavy-hitter, it's a relatively niche channel.

I don't know about YouTube, but I know for a fact some kinds of bans on Facebook can only be reversed if you have a friend inside Facebook that advocates for you and contacts the relevant team. Source: I know because I have such a friend, and only going through him and not through the official appeal channels got stuff unbanned (not mine: I was in turn advocating for friends. Not that it matters). The official channe…

I had a customer two years ago that we needed to rename her professional page from "Person's Name Service" to "Person's Name". That's all, we didn't change the named person, or the content of the page, just removed the service because she did more than that now. I got denied THREE times by bots claiming the change was too severe and changing the "topic" of the page, which would be potentially confusing to users, or worse, akin to changing the page to something they wouldn't otherwise support ("Local Girl Scout Troupe 4" suddenly becomes "Fans of the KKK").

I had to contact someone I know at FB to get a human to review the change. My friend and the reviewer felt the change was completely legit and allowed it.

What do you do when you don't have someone on the inside?

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