Добрый день!
Сегодня ночью пришло письмо о том, что мой oDesk-аккаунт закрыт. В качестве причины указано "high number of negative client experiences when compared to other freelancers". При этом в последнее довольно продолжительное время активности на аккаунте не было (кроме периодического отклонения приглашений на собеседовния). В истории всего два заказа - один большой с пятизвёздным рейтингом, и второй - мелочь, без рейтинга. Не уверен, можно ли это считать признаком "negative client experiences".
Поддержка сразу ушла в глухую оборону отписываясь бесполезными сообщениями.
Очень неприятно получить бан ни за что. Причём бан пожизненный, без возможности завести новый аккаунт.
Сталкивались ли вы с подобными ситуациями и как решали? Как можно достучаться до живых людей? Что вообще можно предпринять в такой ситуации?
Ниже подробности, кому интересно.
Первое письмо от oDesk:
Abby Tyo, Oct 01 02:54 AM:
Hello Dan,
As part of an ongoing effort to monitor workplace quality, we periodically scan freelancer accounts to identify those with higher than average numbers of disputes, negative feedback, client concerns, or evidence of moving work off oDesk. While we don’t expect perfection, we do look for an overall track record of positive performance and take into consideration your entire work history.
Unfortunately, your account was found to have a high number of negative client experiences when compared to other freelancers, leading to a satisfaction level significantly below the average. As a result, your account has been closed.
For more information on why this action was taken, please refer to these FAQs: https://support.odesk.com/entries/23159318.
We regret any disappointment this decision may cause and wish you all the best in your future endeavors.
Regards,
The oDesk Trust & Safety Team
Переписка с поддержкой в прямом хронологическом порядке:
Dan P, Oct 01 01:30 PM:
Hello!
I received a notification saying my account has been closed due to "high number of negative client experiences". I think there is a mistake occurred. I have two completed jobs so far: one of them is hourly-paid one with about $3k revenue with 5-star rate, and another is a $75-job with no feedback given. I can't understand how can this be treated as a poor performance? Or maybe there is another way to get negative feedback which I don't know?
I've never been rude with customers. I've never aborted an accepted job half-way down. I'm trying to be responsive and react to new interview invitations withing 24 hours either by accepting or rejecting them. It's very frustrating to be banned especially when you trying to be a good guy as hard as you can.
Please let me know what I did wrong.
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Yen P, Oct 01 06:35 PM:
Hello Dan,
Thank you for contacting me regarding the status of your account.
Unfortunately, once your account has been closed it cannot be re-opened. I apologize for any disappointment this may cause. For more information about why your account was closed, please refer to these FAQs - https://support.odesk.com/forums/21652314.
Best regards,
The oDesk Trust & Safety Team
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Dan P, Oct 01 06:58 PM:
Hello Yen,
I'm not asking you to re-open my account yet. I'm trying to understand what went wrong. Please help me with this.
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Yen P, Oct 01 07:14 PM:
Hello Dan,
For more information about why your account was closed, please refer to these FAQs - https://support.odesk.com/forums/21652314.
Best regards,
The oDesk Trust & Safety Team
Простой
