Why do people complain about MFC support?

[JimsX]

Just read the thread by the guy in India who could not authenticate his account (though it seems there is something shady going on there), and have seen MANY people bitch in MFC's lounges about how bad the support is. I find that odd, because all my dealings with support have worked out quickly and well.

Shortly after I joined the site I tried to offline tip a model and spelled her name wrong. :roll: Half a day after emailing support I had my tokens back.

A month ago, after I had deleted my account (for the 20th time) and on a very drunk evening, a model friend let me use her prem account to buy tokens and join her group. Well obviously that failed royally. Account blocked and tokens vanished (temporarily). Two minutes later I, rather stupidly, made a NEW account and bought tokens. You can probably guess the result.

I quickly emailed support before going to bed and when I woke up, all was cleared up, my new account was good to go, and both transactions had been refunded.

Am I just insanely lucky? Does mfc support really suck?

Edit to add: No I do not work for MFC

 

[JickyJuly]

Most people are too lazy to read and understand rules. I'm sure 90% of the complaints online support for any site gets are just things people have brought upon themselves or could fix or understand on their own. An adult site has the right to treat people as adults and ignore such complaints. MFC does that.

 

[JimsX]

Most people are too lazy to read and understand rules. I'm sure 90% of the complaints online support for any site gets are just things people have brought upon themselves or could fix or understand on their own. An adult site has the right to treat people as adults and ignore such complaints. MFC does that.

That's about what I expected. Scares me to think that other users could be more foolish and immature at times than I, but when I read the chat in the lounges bitching about support, I lose much hope for humanity. Not sure why anyone would stay on a site they despise.

 

[goldenaye666]

A lot depends when you've dealt with their support. People say they're better now than they used to be. And whether it a money/billing issue or something else, also matters a lot. Most cam sites are good with support for issues involving buying & spending, because if they don't fix your problem, you an just charge it back with your credit card. Then they lose money and a customer.

I haven't had any recent dealings with their support. But in the past I have experienced messaging support for a problem after I changed an account name to something as a joke, and before they would fix the problem, they made me change the name. Not a huge deal, but at the rate they responded to things back then, it took a couple more days for them to actually fix what I messaged about to begin with. Also experienced an account completely disappearing with a lot of tokens in it, though I didn't pay for those they were all referral tokens from the MFC links on my website. Never got a response from support. If they want to claim I broke some rule for the BAF program that would be fine, if they even said that. But to either just delete an account with no notice, or have their servers lose my account and not even acknowledge it, is poor service either way.

They've done some lousy things to models too involving selective fines. Top models who promote their site at conventions, get away with things that other models get fined for. Enforce a rule or don't. In the grand scheme of things though, I'd still recommend them to models and customers over most other cam sites. But its more for the options available, like user groups and being able to mass muting half the site's idiots all at once. Not because they really run a cam site better than everyone else.

 

[JimsX]

A lot depends when you've dealt with their support. People say they're better now than they used to be. And whether it a money/billing issue or something else, also matters a lot. Most cam sites are good with support for issues involving buying & spending, because if they don't fix your problem, you an just charge it back with your credit card. Then they lose money and a customer.

I haven't had any recent dealings with their support. But in the past I have experienced messaging support for a problem after I changed an account name to something as a joke, and before they would fix the problem, they made me change the name. Not a huge deal, but at the rate they responded to things back then, it took a couple more days for them to actually fix what I messaged about to begin with. Also experienced an account completely disappearing with a lot of tokens in it, though I didn't pay for those they were all referral tokens from the MFC links on my website. Never got a response from support. If they want to claim I broke some rule for the BAF program that would be fine, if they even said that. But to either just delete an account with no notice, or have their servers lose my account and not even acknowledge it, is poor service either way.

They've done some lousy things to models too involving selective fines. Top models who promote their site at conventions, get away with things that other models get fined for. Enforce a rule or don't. In the grand scheme of things though, I'd still recommend them to models and customers over most other cam sites. But its more for the options available, like user groups and being able to mass muting half the site's idiots all at once. Not because they really run a cam site better than everyone else.

You make a good point. My issues were ones that, if not fixed, I would have been pissed and left. I know I am not the biggest spender, but I have spent way more than I should have lol

Your post reminded me of an issue I forgot about. I wanted to delete one of my accounts and forgot the exact password (upper- or lowercase) and it would not delete. That took 2 days and 2 emails to fix.

I heard about models being fined for things that bitter prems reported, but they were always lower-camscore ladies. I have noticed that some (all?) of the top 20 models break rules repeatedly and don't get in trouble. I personally saw a model break a very serious rule and she got a tiny punishment where others would have been banned.

You have me rethinking my thread

 

[LaceyRoyce]

A lot depends when you've dealt with their support. People say they're better now than they used to be. And whether it a money/billing issue or something else, also matters a lot. Most cam sites are good with support for issues involving buying & spending, because if they don't fix your problem, you an just charge it back with your credit card. Then they lose money and a customer.

I haven't had any recent dealings with their support. But in the past I have experienced messaging support for a problem after I changed an account name to something as a joke, and before they would fix the problem, they made me change the name. Not a huge deal, but at the rate they responded to things back then, it took a couple more days for them to actually fix what I messaged about to begin with. Also experienced an account completely disappearing with a lot of tokens in it, though I didn't pay for those they were all referral tokens from the MFC links on my website. Never got a response from support. If they want to claim I broke some rule for the BAF program that would be fine, if they even said that. But to either just delete an account with no notice, or have their servers lose my account and not even acknowledge it, is poor service either way.

They've done some lousy things to models too involving selective fines. Top models who promote their site at conventions, get away with things that other models get fined for. Enforce a rule or don't. In the grand scheme of things though, I'd still recommend them to models and customers over most other cam sites. But its more for the options available, like user groups and being able to mass muting half the site's idiots all at once. Not because they really run a cam site better than everyone else.

You make a good point. My issues were ones that, if not fixed, I would have been pissed and left. I know I am not the biggest spender, but I have spent way more than I should have lol

Your post reminded me of an issue I forgot about. I wanted to delete one of my accounts and forgot the exact password (upper- or lowercase) and it would not delete. That took 2 days and 2 emails to fix.

I heard about models being fined for things that bitter prems reported, but they were always lower-camscore ladies. I have noticed that some (all?) of the top 20 models break rules repeatedly and don't get in trouble. I personally saw a model break a very serious rule and she got a tiny punishment where others would have been banned.

You have me rethinking my thread

I've had multiple warnings over almost nothing. Both warnings were recived when my camscore was over 10k. one of them was completely-unfounded - i was NOT breaking the rule i was accused of. When i mailed them about it, i got zero. response.

so ... no its not just low camscore ladies. I've broken multiple rules.. including some major ones. And never got in trouble for those but they get me on 'age play' because im reading a joke story outloud.

 

[JimsX]

I've had multiple warnings over almost nothing. Both warnings were recived when my camscore was over 10k. one of them was completely-unfounded - i was NOT breaking the rule i was accused of. When i mailed them about it, i got zero. response.

so ... no its not just low camscore ladies. I've broken multiple rules.. including some major ones. And never got in trouble for those but they get me on 'age play' because im reading a joke story outloud.

"Age play" is what I was referring to, but it was not you
The model who did it is probably #2-3 and it was very obvious what she was doing. She got away with it. That disgusted me.

So maybe it's more on the end of prems spending money, so the support is better? Though they should (hopefully) realize that we spend money on our favourites.

 

[Ambers Troll]

Have emailed MFC support a few times (4 times in 8 years) over the years over different issues. Have never received a reply from them on any of them. The issues were account trouble, model systematically ripping off members (general complaint), and two spending issues. I just ignored the account issue/ moved to other account, and ignored the spending issues.

Most people are too lazy to read and understand rules. I'm sure 90% of the complaints online support for any site gets are just things people have brought upon themselves or could fix or understand on their own. An adult site has the right to treat people as adults and ignore such complaints. MFC does that.

With MFC this is exactly what you end up doing, working out a solution yourself.

JimX, my guess is that you were lucky, perhaps you messaged at the right times to get support.
As a point of comparison, the site I left to join MFC refunded spending on just the suspicion of a member being ripped off, it had an active support line where you could talk directly to support, and in room monitoring of freechat (model or member need only ask for it).

When you compare support on other sites, you soon realise that MFC has a model favoured support system. As a member if you recognise that problems never worry you as much. This has consequences for MFC, the two major ones are spending from members becomes more controlled with experience (better for top models), and that ghost accounts become a problem.
MFC knows that losing members over support issues is unlikely, the service may suck, but the product is worth it.

 

[HiGirlsRHot]

I think I've contacted support about 6 separate incident in 2.5 years. Two were ignored completely 3 were handled satisfactorily and one, connection issues they punted on but I am not sure there was a lot they could do. Overall I'd rate MFC below average as internet companies go, but not awful and I think improving.

 

[Jesse0328]

Being reasonably polite and clearly communicating your problem with any kind of support usually helps a lot. The person answering trouble tickets doesn't have a magic crystal ball to decipher what "your program doesn't work. fix it" means. I don't know how tech support people deal with those individuals day in and day out.

 

[Shaun__]

I hate their lack of communication. They almost never respond to my emails. For example the private gallery used to be one page long, and when I would try to load it I would be kicked from MFC's servers. I thought it was because my browser was trying to make too many connections at once. In order to get back on the site I would have to get a new IP address, which is a pain. So I wrote a message for them and I never heard back. The problem was fixed, but they never told me or explained what was going on. The only reason I know it was fixed is because I checked when I was bored one day. I have no idea if they even read my message, or if it it was all a coincidence that it started working.

 

[WickedTouch]

IMO maybe 70 - 80% of problems that members encounter could have been prevented if they bothered to scan through the wiki FIRST before they do dumb things!! But as we all know most members are too lazy to do that.

That being said, my experience of having to ask support for help has been great thus far. Of the 4 technical issues (in 4 years) that I had mailed MFC support for assistance with, they managed to resolve 1 in 10 minutes and the other 3 all within 2 hours of the request.

The trick? Well, there are a few things to keep in mind. Support requests should be kept short and sharp. No long winded "War and Peace" blow by blow epics. Just 4 or 5 lines and they will get the message. Also be polite... demanding language will tend to get a slow response. Its amazing how "I would like.... etc" will get you a much faster response than "I want... "

Support peeps are human too. :-D

:twocents-02cents:

 

[Fay_Galore]

I've contacted support 3 times over the last 6 month, once with a question about payment, twice with technical problems. in all cases they referred me to their wiki (while I stated the info I needed wasn't on there) and would ignore my further responses. (I kept it friendly, efficient and clear, like "model name:xx" "subject:xxx" "problem:xxx" "what I've tried so far:xxx")

I worked at customer support myself so I know what it's like at the other end, it's all about going through the pile as quick as possible. and it's not their fault, of course not. but MFC cóuld invest in higher standards of costumer support for both members and models. I am not pleased

 

[MaggieRider]

I needed support few times.
Honestly one time they ignored me. It was my first after studio re-registration as a Model application. May be they just missed a point that I am trying to go solo, or my studio account wasn't totally deleted at the time. So they might had a reason. :?
Every other time I get short, clear and reasonable response and help if I asked for. :-D
So no complaint

 

[Jillybean]

I think when most people complain about support it's the same as when they complain about any customer service related problem.

The #1 customer service complaint I've heard: I felt like my issues weren't fully understood.

That's when things go wrong and don't get dealt with correctly. Either your message to support wasn't clear enough, or the person reading it couldn't understand what needed to be done in order to resolve the problem. Maybe the support rep sent you a very vague and seemingly copy&pasted response. Maybe you never even got a response... All of those point to the same thing: your issues weren't understood.

Those are the only times I feel like MFC support complaints are valid. Or any customer service complaints. :? I can say that every time I've contacted MFC support, I've had the best luck when my request was very short, concise, and super specific. Don't just tell them the issue. Tell them exactly what you expect to happen next. Of course you need to be polite at the same time. Flies with honey and all.

 

[AllisonWilder]

I can say that every time I've contacted MFC support, I've had the best luck when my request was very short, concise, and super specific. Don't just tell them the issue. Tell them exactly what you expect to happen next. Of course you need to be polite at the same time. Flies with honey and all.

This.

I've contacted MFC support multiple times as both a model (when I was on MFC) and as a member and the emails that were direct, clear, polite and no more than a couple sentences were all answered/problems resolved.

 

[goldenaye666]

All customer service representatives are not created equal either. With email support, you don't know who is reading your message, and don't get the option to ask to speak to a supervisor.

 

[HarmlessSquirrel]

I've also had only good experience with MFC support. I've contacted them maybe 4-5 times in 2+ years. My problem was resolved within a few hours (usually less) every time. One time they emailed me back for more info, and then they fixed it. I think they did not send an email some of the other times, they just went ahead and fixed the problems. Fixed is good, so I can forgive no email if my problem is gone shortly after I report it.

I do agree than not all of the rules an enforced or are not consistently enforced. It could be that they sometimes bias their enforcement in favor of the big money-makers, but I can't personally confirm that.

 

[Shaun__]

So many of you have had responses, I am unsure what I did wrong, or what you all did or spent to merit better service. Does MFC only reply to north american/ western european customers perhaps?

I have only gotten one reply, I complained that when I offline tipped, my tip notes where getting clipped after an undisclosed character limit, despite looking fine when I looked in the preview. They asked for more information, and then never got back to me. I am an American, have a respectable amount of reward points, and I am a Platinum Premium.

 

[Sevrin]

I do agree than not all of the rules an enforced or are not consistently enforced. It could be that they sometimes bias their enforcement in favor of the big money-makers, but I can't personally confirm that.

IIRC, there was one model - name beginning with "A" - who had quite a large following and who was the subject of quite a lengthy discussion on these very forums, whose attention-getting antics got her booted from the site.

 

[Ambers Troll]

So many of you have had responses, I am unsure what I did wrong, or what you all did or spent to merit better service. Does MFC only reply to north american/ western european customers perhaps?

I have only gotten one reply, I complained that when I offline tipped, my tip notes where getting clipped after an undisclosed character limit, despite looking fine when I looked in the preview. They asked for more information, and then never got back to me. I am an American, have a respectable amount of reward points, and I am a Platinum Premium.

Australian , think reward points on last complaint were about 80 000, no response from MFC. MFC supports models not members.

 

[Always_Tim]

So many of you have had responses, I am unsure what I did wrong, or what you all did or spent to merit better service. Does MFC only reply to north american/ western european customers perhaps?

I have only gotten one reply, I complained that when I offline tipped, my tip notes where getting clipped after an undisclosed character limit, despite looking fine when I looked in the preview. They asked for more information, and then never got back to me. I am an American, have a respectable amount of reward points, and I am a Platinum Premium.

I've had that same problem with offline tips.

I'm not sure that I ever bothered complaining. They never reply anyway. (And no, "Platinum Premium" doesn't mean a damn thing. Nor does having 56212 reward points.)

 

[Jillybean]

Yes, it sucks that it doesn't stop you once you hit that limit! Especially since the freaking code for it is so damn easy! And it doesn't count down as you type either, despite the code for that also being pretty easy. :/

So there you have it.

I should work for MFC support. :lol:

 

[Shaun__]

Yes, it sucks that it doesn't stop you once you hit that limit! Especially since the freaking code for it is so damn easy! And it doesn't count down as you type either, despite the code for that also being pretty easy. :/

So there you have it.

I should work for MFC support. :lol:

They added that later, and the hidden limit was 260 or 240 I think.

Edit I found my last post about it, and the limit was 248 characters, if anyone cares.

 

[Shaun__]

I like science so I decided to retest the limit.

My results seem to indicate MFC is incorrect about how their site works. I was shocked by these results.

 

[Jillybean]

Iiiiiinteresting.

 

[Always_Tim]

I like science so I decided to retest the limit.

My results seem to indicate MFC is incorrect about how their site works. I was shocked by these results.

Completely shocked, I'm sure. LOL

 

[bsurs]

I've contacted MFC support 3 times over the last 4 months and have gotten at least an initial response within 15 minutes each time:

1. incomplete PM chat logs -- They asked for a screenshot and I sent it to them. They didn't reply after that, but the problem stopped happening after a week or so.
2. Loss of Netbilling as token purchase option -- They confirmed it was down and said to try again later. It was fixed the next day.
3. MFC Mail spam from model -- They said to just put the model on Ignore. The model sent a few more spam messages, then eventually stopped after a few weeks.

 

[JerryBoBerry]

Yes, it sucks that it doesn't stop you once you hit that limit! Especially since the freaking code for it is so damn easy! And it doesn't count down as you type either, despite the code for that also being pretty easy. :/

So there you have it.

I should work for MFC support. :lol:

Flip it over to 'Model and Chat Room' while you type and it does count down. Then just flip it back when you're done typing.

 

[LadyLuna]

I have emailed support a few times, both as a model and as a member.

When I had a specific question about whether or not something was within the rules, they tended to answer me. Though, once, their answer was "that's not possible" despite it being something completely possible... (I thought I could use my premium account's member room as a way to imitate Streamate's Gold Show option, but wasn't clear on whether that would break the no using member cams as a way to earn money rule. My defense was, I'd be logged in on my model account under "away from camera" during the actual show, so I wouldn't be circumventing the camscore. This was back when member rooms were only a couple months old.)

A couple times, I had issues with my member account not being able to purchase tokens, and then not being able to accept tokens from other members, which killed a plan AlexLady and I had. The not being able to purchase got resolved, the not being able to accept transfers never did as far as I know.

There was one point where they just stopped responding, and stopped doing anything about my emails, so I gave up. I was always polite, and always tried to be as concise as possible. But I think that was a few months before they added the one person, so they probably just had too much volume.