OFFICE HOURS VOL II: Ask DC Universe Your Questions Every Tuesday Night!

[KookieSuperApe]

@Applejack

Ah, yes! Those improvements have been made, but if there’s something more you want to see, spill the beans!

You may have noticed 1) individual ticket reports are now available to post in the Help Center, and 2) when solutions are achieved, they are marked as such. This was our response to members feeling that they were limited by the option to only post on the dedicated topics.

Hmm, I’m not seeing these updates. Where should I be looking for them? All of the threads in that section look pretty much the same to me as they did before the transition to Infinite.

I’m not exactly sure what I was expecting, but what I’d like to see, particularly for the reports in the DCUI: Submit All Comic Book Errors HERE! thread, would be some kind of “progress update” for each reported error: notification that the error report has been received by the proper department (we currently get a notification from the Moderators that our error reports have been submitted, but not one that the report has been received and reviewed and is being dealt with), estimated time that it will take to correct the error (based on placement in the reports queue and the labor involved in the fix), and then final confirmation that the error has been corrected. I don’t know where or how this information would show up, and it doesn’t specifically have to be like this, but I guess what I’m looking for in general is some more direct feedback on the status of our reports from the behind-the-scenes error correction team. If that’s at all possible.

@Applejack

In terms of the individual issue reports (for example, reporting issues missing from a series that are seen completed on ComiXology), we have not added additional staff resources, and there have been reassignments of responsibilities across the entire division. This means re-training existing staff to attend to the reports provided by our moderators (frequent reminders, project management), on top of their pre-existing responsibilities. With this re-establishment of process, there are expected delays in a return to how updates are represented in the forums.

When our core functions are back to being optimized and all the various kinks have been worked out, we will have more opportunities to feed that information back to you. For now, it’s a plea for patience and understanding that we are all humans doing the best we can with the resources available.

I am totally sympathetic to your staffing situation and I promise to be more patient.

I take it that adding the missing comics isn’t as easy as simply including them with any given week’s new comics delivery?

@Applejack

I am pleased to report that many of the improvements are based on member feedback straight from the Community.

I am eagerly awaiting these updates!