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Is anyone moderating this Q&A board?

asked 2019-05-13 21:32:41 -0500

Thought I'd let you know that I've contacted Rover again about how no one is moderating this board to allow questions to be posted by newer participants. First I sent them a message and the CS person clearly did not have a clue; she copied and pasted some boilerplate paragraphs about the site.

So today I called CS and that person really didn't understand either. He thought I was having technical problems. He put me on hold and eventually told me that they are looking into why no one has been moderating the board and that there was no one for me to talk to directly. Supposedly someone is to get back to me by phone with an answer.

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I think Rover should be releasing them to post on here at least once a day (maybe more). I understand that the staff has other work but if they are going to have a Q&A available they should budget to take care of it. Checking it and posting every 2-3 hours shouldn't take much time imo.

Lisa H.'s profile imageLisa H. ( 2019-05-15 15:47:00 -0500 )edit

If they wanted to pay me a few bucks or take a percentage off what they take from me I'd do it most days!

Lisa H.'s profile imageLisa H. ( 2019-05-15 15:48:00 -0500 )edit

I completely agree. But if the moderation isn't real time and customers who come to this board aren't told there will be a delay, then they are doing themselves real harm from a customer satisfaction standpoint. Having links throughout the site to this board, which would appear to be not working...

Karen R.'s profile imageKaren R. ( 2019-05-15 16:56:11 -0500 )edit

doesn't look good for Rover as a company. It is very unprofessional and leads to confusion and frustration for customers. If the idea is only have a community for sitters (the one that was not announced) and have customers only contact Rover CS, then they need to make a decision IMO.

Karen R.'s profile imageKaren R. ( 2019-05-15 17:01:15 -0500 )edit

Great point about looking bad to clients! Also frustrates sitters, but clients likely matter more as a business

Kellyn C.'s profile imageKellyn C. ( 2019-05-20 23:30:59 -0500 )edit

3 Answers

1
answered 2019-05-22 14:00:35 -0500

Yeah an active moderator would be nice. Why even hold questions? There are many forums out there where you can 'register and post' immediately. It's not like this place is a hotbed of trolls lol.

Maybe if they changed this, then people would stop responding to topics that are years-old!

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They hold questions from new participants because of spamming. Supposedly they locked down the Sitter-to-Sitter board and, possibly, the Using Rover board to only those people who have registered on Rover itself. The "Dog" board was open to anyone and got spammed quite often.

Karen R.'s profile imageKaren R. ( 2019-05-22 15:35:08 -0500 )edit

It still doesn't make it a good policy. This is supposed to be a Q&A forum, when people need help they don't want to wait 1-2 weeks for an answer. Better to let the scammer posts through and delete as necessary.

Cindy & Stephen G.'s profile imageCindy & Stephen G. ( 2019-05-22 18:59:45 -0500 )edit

You won't get any argument from me. CS's position is that, if a question is urgent, the sitter or customer will call them. But how many customers come here looking for Rover's phone number? I guess they eventually find it.

Karen R.'s profile imageKaren R. ( 2019-05-22 20:25:06 -0500 )edit
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answered 2019-05-13 22:17:51 -0500

Thanks, @Karen for reaching out to support. You along with several others monitor this forum frequently in an attempt to assist those asking questions and providing correct and informative information to them.

It is a shame that Rover has failed to provide adequate support for this client and sitter community.

Afterthought, no wonder the Rover Facebook groups have been more successful in helping new and existing sitters gain knowledge and get help with questions.

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@karen - so almost 2 days and not a reply from Rover?

Walt G.'s profile imageWalt G. ( 2019-05-15 16:43:29 -0500 )edit

Nope. I just continue to rate their Customer Service people negatively, when I get their surveys after each phone and webmail interaction. I will follow-up though.

Karen R.'s profile imageKaren R. ( 2019-05-15 16:45:35 -0500 )edit

Correction: When I responded to the survey, I saw a response to my phone call from the same day. I didn't get an email though. Regardless, the response AGAIN wasn't for the problem. Instead, they advised that the person having the problem needs to be logged in. *rolling eyes*

Karen R.'s profile imageKaren R. ( 2019-05-15 17:17:44 -0500 )edit

Walt, some of those FB groups are more helpful to a slight degree, but only b/c they see more traffic. What I've noted is that responses to questions are a mixture of helpful and insulting. I wish this site saw more traffic, but then again, maybe the drama would be here too lol.

Cindy & Stephen G.'s profile imageCindy & Stephen G. ( 2019-05-22 13:23:48 -0500 )edit

There used to be some drama and it centered around a couple of posters as I recall. Perhaps more, but I didn't read every single posting or question.

Karen R.'s profile imageKaren R. ( 2019-05-22 15:32:09 -0500 )edit

I was on them for a while , when I was newer & taking in every helpful tip I could find :) After a while I tired of 'sifting the dirt looking for the gold'. I still recall one post where a sitter was attacked by a raccoon, other sitters blasted her for it, wondering what SHE did to cause it. : \

Cindy & Stephen G.'s profile imageCindy & Stephen G. ( 2019-05-22 19:17:43 -0500 )edit
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answered 2019-05-14 00:20:30 -0500

To answer your question, NO, Rover does not monitor this board unless it has been flagged offensive. Anyone with a Rover account is able to post a question or answer questions. There are 3 sections where you can post your question: dog questions, sitter to sitter, or using Rover. This forum is set up more for sitters and clients to be able to communicate with each other not so much for us to communicate with Rover.
If you have a specific question for Rover Staff, you can e mail Rover directly or call them. But I agree with Rover in that for the most part we the users are good at reporting questions that are offensive but otherwise we all are entitled to our opinions.

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Erica, it appears you have misunderstood my concern about this Q&A board. I *know* that Rover doesn't monitor the board. But someone at Rover is responsible for moderating questions submitted to the board. If someone is new, they cannot just sign up and submit. It will be held until a Rover...

Karen R.'s profile imageKaren R. ( 2019-05-14 02:22:58 -0500 )edit

person reviews it and then a whole batch of them might be released at some point. For awhile it was late Sunday night (at least by me). However, no one has performed this function for at least 2-3 weeks. Eventually the people do find out they can call Rover, but sometimes they have problems finding

Karen R.'s profile imageKaren R. ( 2019-05-14 02:25:05 -0500 )edit

the way. How many times have I posted Rover's phone number here for a customer? There are links all over the site to this Q&A forum. People use them. But what good is it if Rover holds all the Qs in a limbo? That's what I have been attempting to communicate with Rover.

Karen R.'s profile imageKaren R. ( 2019-05-14 02:26:54 -0500 )edit

We've discussed this situation before here. I assumed you would understand the situation and didn't feel the need to elaborate as I am now.

Karen R.'s profile imageKaren R. ( 2019-05-14 02:28:32 -0500 )edit

Yep, totally misunderstood what you were asking. Now, it makes sense on what you were saying. =)

Erica M.'s profile imageErica M. ( 2019-05-14 02:29:59 -0500 )edit

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