Another tale of terrible customer service from #YouTube: Why do we allow it?


Some of you may know that #YouTube “flagged” and “removed” CHANGES conversations between authors‘s 51st Episode’s title and description for what would have been my upcoming Hangout On Air (HOA) live video three weeks ago and

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By the way:

Watch conversations with my previous *CHANGES* guests any time: https://www.youtube.com/playlist?list=PLPbfKicwk4dFdeVSAY1tfhtjaEY_clmfq
Learn more about and get yourself or recommend someone to be scheduled as a guest: https://sallyember.com/changes-videocasts-by-sally-ember-ed-d/

But, wait: it gets worse! YouTube then suspended my livestreaming privileges, funneling me into what could have been a three-month-long “appeal” period, FOR NO REASON. YouTube’s ridiculous ‘bots claimed I violated their Terms of Service with a Copyright Violation (completely false).

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That was called my “first strike.” Apparently, if a creator gets three of these, YouTube’s insane ‘bots summarily shut down the creator’s account, permanently.

I finally heard back from YouTube, after complaining on Twitter and elsewhere for three days straight and seeking advice on YouTube and HOA fora for 3 weeks. I received a notice that I am no longer “suspended,” but (see below) it displays horrible customer service.

I am flummoxed and need advice. Please weigh in!

I was advised before publishing this post to “let it go” because “YouTube has over 500 hours of video uploaded every minute” and can’t possible vet it all with humans. And, to let it go because “nothing I say will change anything.”

Wow! YouTube/Google has BILLIONS of dollars and can’t hire enough staff to run their sites properly? Boo hoo. Hire more people, Google! You can afford it. Better than alienating your customers, if you care (obviously, they do not!).

Both hinted at possible retaliation if I made any noise.

Screw that. I’m a make-noise kind of person.

So, my major complaints are these:

1) This YouTube “team member” who wrote this mostly form-letter email offered:
—no apology
—no explanation of what the “violation” was presumed to have been consisting of
—no way to tell why my set-up actually got flagged
—no information on how to prevent getting flagged in the future, and
—no statement of YouTube’s clearing my account of “strikes.”

But, I checked, and there are now no strikes!

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2) This entire fiasco was all YouTube’s fault: I never violated any Terms of Service! But, they still inserted their standard, not-so-subtle, victim-blaming paragraph in this email.

Because this was THEIR MISTAKE, why do they not remorsefully announce that they are removing this bogus “first strike” from my creator’s account tally? They DID do this….

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3) But, contrary to the wording of this email, below:
—there WAS NO CONTENT TO BE FLAGGED
—this video never streamed, therefore
—there was nothing to be “taken down,” BUT
—my original title and description exist, but with no video and no way to re-activate it that I can see!

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4) How (and with what) did anyone (human or ‘bot) “review my video”?? For what?

5) And, how do I set it up (again) and have it work, this time?

Apparently, since this happened as I was attempting to complete and save my set-up page, this unstreamed video was flagged for its title and description, during set-up! However, I used almost the exact same wording I have used for the previous 50 Episodes of my talk show, CHANGES conversations between authors, as before. Even if it had streamed, there is no “copyright” violation possible. Each Episode is always just I and one author talking about our own work and general topics. period.

6) How can YouTube be run by crazed ‘bots and idiotic, irresponsible humans who apparently have a policy to “shoot first, ask questions never”? Why do they have a policy and process that presumes guilt and offers no timely recourse or explanation when they are wrong.

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Why do we users/creators put up with this?

7) And, given all the problems HOA hosts/users have been having with the new (since 9/12/16) YouTube-only-HOAs as detailed in a Google+ tech group I subscribe to, I’m reluctant even to try to set up this or any Episode any time soon.

You decide if I’m overreacting and how best I should respond. Send your comments to this website http://www.sallyember.com/blog on this post or email your suggestions directly to me: sallyember AT yahoo DOT com Advice welcomed, because I am steaming mad and likely to do/write things I regret all over social media right now. Thanks!

Here is YouTube’s “you may now get out of jail” email, unedited:

Hey Sally,

I’m reaching out on behalf of the YouTube Creator Support team to connect regarding your live streaming issue.

It looks as though live streaming was disabled due to some of your content being flagged and taken down. We count on our community members to know our Community Guidelines and to flag content they believe violates them. We review all flagged content quickly, and if we find that a video does violate the guidelines, we remove it. Occasionally, a video flagged by users or identified by our team is mistakenly taken down. When this is brought to our attention, we review the content and take appropriate action, including restoring videos or channels that had been removed. In this case, we were able to review your video and get it reinstated, as well as reinstated your live streaming capabilities!

Thanks so much for bringing this to our attention and should you ever have any additional questions or issues, please feel free to reach out the Creator Support team here.

Take care,
TEAM MEMBER’s name withheld
Partner Operations Manager
creator-support@youtube.com

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