Enforcement Action Process Needs Improvement!

You really need to take a look at your enforcement action process. It allows you to get harassed by someone via voice chat and unsolicited text messages, and then when you respond via text message using a regrettable curse word while telling them to leave
you alone, they can report you and you receive a communication ban. This is absolutely ridiculous. If a person initiates unsolicited harassment upon another person, they should not be permitted to use Xbox reporting to get someone communication banned for
responding with a single text telling them to stop communicating with you. Furthermore, there is no review or appeal process, so people who act abusively toward others and then report first get free reign to continue acting abusively. Moreover, although
the ban is immediate, the notification is not; I did not receive a message about my ban for several minutes, leaving me to figure out why I couldn't communicate with my own friends (WHO I ACTUALLY SOLICIT COMMUNICATIONS FROM).

This process really has to be improved. One of my friends got communication banned after finally telling off someone who yelled unprovoked racial epithets (the n-word and other racist remarks) from the start of the match through the end. It's absolutely
sickening that someone could get away with things like that while Xbox not only turns a blind eye, but rewards the offender/harasser and punishes the person defending themselves.

:)

 

Xbox enforcement needs improvement

after having a bogus communication ban put on my account, i've found myself in a customer support purgatory. for some reason, when i go to appeal this ban, i am prompted to take a quiz to "earn my appeal." this in itself is insulting, being a paying customer,
i should always have the right to appeal something because it is so easy to abuse the report system. that aside though, for 2 days now i have passed this test on 4 different devices only to be met with an error that logs me out and literally says "oops, you
found a glitch." may i add counting as an attempt on this quiz that you can only attempt 3 times every 24 hours........ the xbox support can do absolutely nothing about this because its an enforcement thing.... they cant contact them about this error... i
cant contact them about this error.... yet im paying for this service. this is not okay! the user agreement needs to be updated so that every ban made on an account can be appealed and the enforcement needs to be able to be accessed if not by the public, then
atleast the support team! anybody have some helpful tips out of this hole?

 

Enforcement Team needs improvement

Have you been unfairly suspended and the enforcement team ignores you?

I have been a member for 10 years, same account. My first 9 years, in the days before party chat, I never had any type of enforcement action against me for anything. The past year has been the complete opposite. I primarily play Gears of War online and have
since 2007. I mention this because the community for this series has become very toxic.

Players new to the series will constantly send hate mail, file false reports, and harass players that are familiar with the game. This has been my situation as I have been suspended 5 or 6 times in the past year for voice communication. Again, I am always
in party chat and rarely communicate with other players. Recently I received a message stating "enjoy the ban, I am going to have all my friends report you, try hard!"

Sure enough, less than 12 hours later I was suspended for voice and message comm for 2 weeks. After appealing and contacting the enforcement team, which I knew would be a waste of time, I was informed the ban would stay for the remainder of the 2 weeks.

Basically too much power is left with players when it comes to reporting others and the enforcement team does nothing other than look at the amount of complaints filed in a certain time frame, which results in an automatic ban. Obviously this is a very flawed
and outdated system since players can abuse the reporting system to get others banned just for playing well or better than them.

Please post here and if I get enough similar responses, ai can submit this thread to MS and hopefully we can get the enforcement team to reevaluate their current system, as I stated, is not very fair to players.

 

It doesn't matter how a situation starts. If you respond in a way that violates the code of conduct, you can be suspended. In situations like that, it's best to just report the other person and block communications with them.

Unless you were issued a 24 hour suspension, you can submit a case review at http;//enforcement.xbox.com 24 hour suspension are not eligible because the review would take longer than the suspension.

 

I accept (my first and only) suspension because I did violate the code of conduct by using a curse word. What I am saying is that Xbox Live needs to review its enforcement action process to find ways to improve it, such as:

1) making it is less likely to be abused by people who exploit it as a means to get away with harassing others, and

2) ensuring notification of a suspension happens concurrently with a suspension, so that users are not left wasting time trying to connect in the chat with their friends (the Xbox Live chat already has connection bugs, so there is no way to tell whether
it is the result of a bug or a suspension).

Moreover, my suspension was for 28 hours, but it still does not allow me to submit a case review.

 

The enforcement team investigates every complaint they receive and will only issue a suspension if they determine something has been done to violate the code of conduct. So it can't really be exploited.

As far as the notification, usually there is a pop-up as soon as you try to connect so that may have been a bug.

A 28 hour suspension would be close enough to a 24 hour and still too short for a case review.

 

I'm not sure how an enforcement team had time to investigate given that the suspension went into effect pretty much immediately after the match was over (seems like more of an automated process, but I could be mistaken and apologize to the team for perceiving
it that way if it is in fact a live investigation). I clearly delineated how the process can and has been exploited in my original message. It's up to Xbox Live to determine whether they want to look into ways to prevent the type of exploitation I described.
Harassment of other players, particularly unprovoked, is not cool and ideally the process by which suspension determinations are made should not be a simple race-condition. In any case, I've changed my privacy settings so that I can only receive messages
from friends, which is unfortunate because the majority of messages I've received are positive.

Glad to know that Xbox Live's standard for a case review is an arbitrary "close enough" to 24 hours.

 

If someone else is breaking the rules they aren't really exploiting anything. They are just as likely to receive a ban if you were to use the tools available to you to report the individual. Retaliation is what these kind of people want, don't give them
the satisfaction. Just block, report and move on.

 

I agree with rook3909. Even if the first person does it to you first. And you text them. All they do is report it and your ban.

 

That is why you should never text those trolls, just mute report and block them and the Enforcement will deal with them. Its that easy.

 

I was being sarcastic. Maybe I should of place sarcastic.