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

changes-theme-image_3

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).

screenshot-48

screenshot-49

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!

screenshot-52

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….

bad-youtube

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!

screenshot-53

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.

presumed-guilty

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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‘BOT v. HUMAN: Score 2 for the Human! Transcript of Actual Online Chat with AT & T “Service Representative,” July, 2014

I had the occasion today to have an Online Chat with a “Service representative” on what is called (hilariously) the “LIVE PERSON” chat function on AT & T.

What a great person this corporation is!

Complete transcript is below. Verbatim. All grammatical, punctuation and other errors of syntax are #AT&T’s.

Their “Representative” is posted in BOLD. Comments welcomed. My sideline comments are in

ITALICS.

Thank you for choosing AT&T. A representative will be with you shortly.
You are now chatting with David.

Sally Ember: HI, David

David: Hello my name is David. Thank you for allowing me to be your specialist today. How may I assist you?
David: Good Morning Sally.
David: How are you doing today?

So, already, I’m suspicious. This much of an intro and the repetition scream ‘BOT to me.

Sally Ember: I just paid my bill, but there was an unexpected $8 “late charge” on it. I was in a terrible accident April 6 and was unable to keep up with bills (concussion; couldn’t use oomputer or track things for a while). I talked to someone at UVerse more than once as they called me to get me to make phone payments (which I appreciated), but no one said anything about any late charges. I am very low-income.Please remove this charge.
Sally Ember: Thanks.

David: I am so sorry to hear about your accident Sally.

Wow! They scripted this ‘bot pretty well!

Sally Ember: I would also like to talk about how to lower my bill.
Sally Ember: I’ve talked to many others and they all say my internet bill is way too high.

David: As I understood you need to get the Late payment charge of $8.00 removed from your account. Correct?

A little slow on the uptake, though. Can only process one task at a time?

Sally Ember: Yes. And I’d like to lower my bill overall.

David: No problem.
David: I can help you with that!
David: Please allow me a moment, while I access your account.

Sally Ember: Are you human or a ‘bot?

Why not ask? This is one of those questions it can’t answer properly, regardless.

David: I am sorry that I did not get your last statement.

Sally Ember: Most people get internet services for a lot less than $54/month.

David: Okay.

“Okay” what? Witness is nonresponsive.

Sally Ember: You don’t understand because you’re a ‘bot.
Sally Ember: I want a person, please.
Sally Ember: LIVE PERSON please! This works on the phone. Not here.

David: Yes, I am here to help you with this.
David: Yes, I am.

Some scripter thinks having it repeat itself is helpful. NOT.

Sally Ember: No, you’re not.

David: Don’t worry.

“Be happy” is supposed to come next. Missed its cue.

Sally Ember: I want the late charge removed and I want my internet bill to be under $40/month. Starting TODAY.

David: Please bear with me so that I can go ahead and help you with your concern.

See? Can only handle one at a time.

Care-O-Bot

Maybe it looks like this? image from commons.wikimedia.org

Sally Ember: ‘bot ‘bot ‘bot

I know; “don’t taunt the ‘bot.” Well, it has no feelings.

David: Please allow me a moment to access and review your records.

They don’t even both to write a different script for the online “LIVEPERSON” ‘bot than for the phone ‘bot. BIG CLUE.

Sally Ember: ‘bot
Sally Ember: They should add to your script: “I am a human.”
Sally Ember: LOL
Sally Ember: No human would every say that, though.
Sally Ember: Except to an alien.

David: As I am checking your account details, I see that you have been charged $8.00 as the late payment charge.

Can’t engage in any other task until task one is completed? Interesting.

Sally Ember: Yes. Please remove this.

David: Alright.

I wish the scripter knew how to spell “ALL RIGHT.”

Sally Ember: So, I will now have an $8 credit?
Sally Ember: Because I already paid that charge.
Sally Ember: Lower my bill, please.

David: Yes
David: I am crediting you $8.00 as you were not able to pay the bill on time due to the problem faced by you.

It can’t even remember I had an accident and has to resort to generic language, here? I’m hurt.

Sally Ember: I want to pay less than $40/month.
Sally Ember: Thank you.
Sally Ember: Change my monthly rate to $39.90/month, please.

David: Your bill has bill credited with $8.00.

Victory #1!

Sally Ember: Good. Lower my monthly rate, now.

Got to be persistent with these ‘bots or they just won’t respond.

David: Please check your updated account balance.

Sally Ember: Thank you.
Sally Ember: Lower my monthly bill to $35.00

David: Now let me check with lowering your bill.

Excellent. New task.

Sally Ember: Thank you. I am over 55 and unemployed.

I hope these are the right key words/phrases.

David: I can understand your concern and do have complete sympathy with you.
David: Please stay connected.

Sally Ember: Excellent. Apply that ‘bot compassion to lower my bill.

“Sympathy”? From a ‘bot? I don’t think so.

Sally Ember: Other people have internet service in which they are served by HUMANS for under $40/month. I want that.

David: Let me check that for you.
David: Please have patience.

Sally Ember: Oh, you have no idea.
Sally Ember: I am the epitome of patience and kindness. Just like you.

David: Thank you.

For what? Oh. You are programmed to thank me for having patience?

Sally Ember: LOL
Sally Ember: If you are human, they have given you a terrible script to use.

David: Sally, what I can do for you to lower your bill down is that I can get your bill down to $46.00.

Sally Ember: $46 is better, but not low enough. Keep going.
Sally Ember: $35 is better.

David: I make sure that your bill will  not increase now.

This ‘bot is using English even more poorly for this task. Coincidence? I don’t think so.

Sally Ember: A T & T has billions. It can afford to lower my bill $20 and not even notice.

David: I am really very sorry that I am not able to get your bill lower than what I have offered you.

No response to my corporation baiting, eh? Fine. Take the ‘bot high road.

Sally Ember: Tell your ‘bot scripter for you to be kinder and more generous, please.
Sally Ember: I bet you are. $46 is fine. Thanks.

David: Sally, I have tried my best to help you with your concern.

Oh, oh. Have to make sure it doesn’t take away my reduction. Have to be more direct, now. Show it who’s boss.

Sally Ember: I do thank you. Please lower my bill to $46.

David: You are most welcome.
David: You are most welcome.
David: Yes, I have lowered your bill to $46.00/month.

Wow! I feel doubly welcomed, now.Victory #2, sort of!

Sally Ember: Gee. All I had to do was ask. Excellent!

David: Is there anything else I can assist you with?

Sally Ember: Thank you. You are dismissed.
Sally Ember: Sleep mode.

I’m taking control, now. “Orders from humans must be obeyed” has got to be in its programming somewhere.

David: Thank you for being the best part of AT&T. Take good care of yourself & have a wonderful time with your family and friends ahead!!

The “big finish” is a bit much, don’t you think?

So, limited, but mostly a success. ‘BOT v. Human: Score 2 for the Human!

Great, AT & T! Your fake LIVE PERSON / ‘bot mostly works!

But, here is the LIVE PERSON I wished you had! ERNESTINE! (a Lily Tomlin character, on Laugh In, circa 1969)

Ernestine Llily_tomlin

image from http://www.gracegritsgarden.com

‘BOT v. HUMAN: Score 2 for the Human! Transcript of Actual Online Chat with AT & T “Service Representative,” July, 2014

I had the occasion today to have an Online Chat with a “Service representative” on what is called (hilariously) the “LIVE PERSON” chat function on AT & T.

What a great person this corporation is!

Complete transcript is below. Verbatim. All grammatical, punctuation and other errors of syntax are #AT&T’s.

Their “Representative” is posted in BOLD. Comments welcomed. My sideline comments are in

ITALICS.

Thank you for choosing AT&T. A representative will be with you shortly.
You are now chatting with David.

Sally Ember: HI, David

David: Hello my name is David. Thank you for allowing me to be your specialist today. How may I assist you?
David: Good Morning Sally.
David: How are you doing today?

So, already, I’m suspicious. This much of an intro and the repetition scream ‘BOT to me.

Sally Ember: I just paid my bill, but there was an unexpected $8 “late charge” on it. I was in a terrible accident April 6 and was unable to keep up with bills (concussion; couldn’t use oomputer or track things for a while). I talked to someone at UVerse more than once as they called me to get me to make phone payments (which I appreciated), but no one said anything about any late charges. I am very low-income.Please remove this charge.
Sally Ember: Thanks.

David: I am so sorry to hear about your accident Sally.

Wow! They scripted this ‘bot pretty well!

Sally Ember: I would also like to talk about how to lower my bill.
Sally Ember: I’ve talked to many others and they all say my internet bill is way too high.

David: As I understood you need to get the Late payment charge of $8.00 removed from your account. Correct?

A little slow on the uptake, though. Can only process one task at a time?

Sally Ember: Yes. And I’d like to lower my bill overall.

David: No problem.
David: I can help you with that!
David: Please allow me a moment, while I access your account.

Sally Ember: Are you human or a ‘bot?

Why not ask? This is one of those questions it can’t answer properly, regardless.

David: I am sorry that I did not get your last statement.

Sally Ember: Most people get internet services for a lot less than $54/month.

David: Okay.

“Okay” what? Witness is nonresponsive.

Sally Ember: You don’t understand because you’re a ‘bot.
Sally Ember: I want a person, please.
Sally Ember: LIVE PERSON please! This works on the phone. Not here.

David: Yes, I am here to help you with this.
David: Yes, I am.

Some scripter thinks having it repeat itself is helpful. NOT.

Sally Ember: No, you’re not.

David: Don’t worry.

“Be happy” is supposed to come next. Missed its cue.

Sally Ember: I want the late charge removed and I want my internet bill to be under $40/month. Starting TODAY.

David: Please bear with me so that I can go ahead and help you with your concern.

See? Can only handle one at a time.

Care-O-Bot

Maybe it looks like this? image from commons.wikimedia.org

Sally Ember: ‘bot ‘bot ‘bot

I know; “don’t taunt the ‘bot.” Well, it has no feelings.

David: Please allow me a moment to access and review your records.

They don’t even both to write a different script for the online “LIVEPERSON” ‘bot than for the phone ‘bot. BIG CLUE.

Sally Ember: ‘bot
Sally Ember: They should add to your script: “I am a human.”
Sally Ember: LOL
Sally Ember: No human would every say that, though.
Sally Ember: Except to an alien.

David: As I am checking your account details, I see that you have been charged $8.00 as the late payment charge.

Can’t engage in any other task until task one is completed? Interesting.

Sally Ember: Yes. Please remove this.

David: Alright.

I wish the scripter knew how to spell “ALL RIGHT.”

Sally Ember: So, I will now have an $8 credit?
Sally Ember: Because I already paid that charge.
Sally Ember: Lower my bill, please.

David: Yes
David: I am crediting you $8.00 as you were not able to pay the bill on time due to the problem faced by you.

It can’t even remember I had an accident and has to resort to generic language, here? I’m hurt.

Sally Ember: I want to pay less than $40/month.
Sally Ember: Thank you.
Sally Ember: Change my monthly rate to $39.90/month, please.

David: Your bill has bill credited with $8.00.

Victory #1!

Sally Ember: Good. Lower my monthly rate, now.

Got to be persistent with these ‘bots or they just won’t respond.

David: Please check your updated account balance.

Sally Ember: Thank you.
Sally Ember: Lower my monthly bill to $35.00

David: Now let me check with lowering your bill.

Excellent. New task.

Sally Ember: Thank you. I am over 55 and unemployed.

I hope these are the right key words/phrases.

David: I can understand your concern and do have complete sympathy with you.
David: Please stay connected.

Sally Ember: Excellent. Apply that ‘bot compassion to lower my bill.

“Sympathy”? From a ‘bot? I don’t think so.

Sally Ember: Other people have internet service in which they are served by HUMANS for under $40/month. I want that.

David: Let me check that for you.
David: Please have patience.

Sally Ember: Oh, you have no idea.
Sally Ember: I am the epitome of patience and kindness. Just like you.

David: Thank you.

For what? Oh. You are programmed to thank me for having patience?

Sally Ember: LOL
Sally Ember: If you are human, they have given you a terrible script to use.

David: Sally, what I can do for you to lower your bill down is that I can get your bill down to $46.00.

Sally Ember: $46 is better, but not low enough. Keep going.
Sally Ember: $35 is better.

David: I make sure that your bill will  not increase now.

This ‘bot is using English even more poorly for this task. Coincidence? I don’t think so.

Sally Ember: A T & T has billions. It can afford to lower my bill $20 and not even notice.

David: I am really very sorry that I am not able to get your bill lower than what I have offered you.

No response to my corporation baiting, eh? Fine. Take the ‘bot high road.

Sally Ember: Tell your ‘bot scripter for you to be kinder and more generous, please.
Sally Ember: I bet you are. $46 is fine. Thanks.

David: Sally, I have tried my best to help you with your concern.

Oh, oh. Have to make sure it doesn’t take away my reduction. Have to be more direct, now. Show it who’s boss.

Sally Ember: I do thank you. Please lower my bill to $46.

David: You are most welcome.
David: You are most welcome.
David: Yes, I have lowered your bill to $46.00/month.

Wow! I feel doubly welcomed, now.Victory #2, sort of!

Sally Ember: Gee. All I had to do was ask. Excellent!

David: Is there anything else I can assist you with?

Sally Ember: Thank you. You are dismissed.
Sally Ember: Sleep mode.

I’m taking control, now. “Orders from humans must be obeyed” has got to be in its programming somewhere.

David: Thank you for being the best part of AT&T. Take good care of yourself & have a wonderful time with your family and friends ahead!!

The “big finish” is a bit much, don’t you think?

So, limited, but mostly a success. ‘BOT v. Human: Score 2 for the Human!

Great, AT & T! Your fake LIVE PERSON / ‘bot mostly works!

But, here is the LIVE PERSON I wished you had! ERNESTINE! (a Lily Tomlin character, on Laugh In, circa 1969)

Ernestine Llily_tomlin

image from http://www.gracegritsgarden.com