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> Well, yes, because any place where you can escalate to a human, would be flooded with people trying to step around the whole automated edifice without ever fi

> Well, yes, because any place where you can escalate to a human, would be flooded with people trying to step around the whole automated edifice without ever first trying to engage with it. People would post links to it on various forums saying "hey, doing X allows you to get a Google CSR on the line" ... Okay, and what about the thousands of people who legitimately need help? Do you really think it's acceptable that people have their content stolen or falsely flagged, or their channel demonetised or banned without recourse? The only reason the scenario you've described could happen is because Google has made it impossible to talk to a real person in the first place. > As it so happens, Google do offer plenty of ways to engage with them — they just can't "say any of them out loud", or they'll be bombarded and rendered useless, as above. I'm aware of these. None of them are an acceptable alternative to having actual human support for paid products. Furthermore, even if I were to concede that your first point is valid that still wouldn't excuse large channels or corporations having to navigate a Kafka-esque nightmare to get basic human support. It speaks volumes that Bungie's team of lawyers couldn't even stop someone from filing false DMCA claims on their behalf without considerable effort.

derefr 4y ago
> Okay, and what about the thousands of people who legitimately need help? Do you really think it's acceptable that people have their content stolen or falsely flagged, or their channel demonetised or banned without recourse? Yes. Or rather, these particular commercial relationships shouldn't exist in the first place — they're fundamentally untenable. As I say in my sibling comment (https://news.ycombinator.com/item?id=32071124#32073569 https://news.ycombinator.com/item?id=32071124#32073569), Google shouldn't be attempting to work with independent creators at all; there's no way to make it work. It shouldn't allow people to directly post on YouTube. (At least, monetized. They could still support it for hobbyists who aren't out to make money and are explicitly opting out of any support.) Instead, YouTube should be directly engaging — and encouraging the consolidation of — MCNs, into a small collection of reseller-partners; a collection small-enough that YouTube can scalably listen to those partners' complaints. Where those partners then act as collectors and filters for complaints, only raising to YouTube's attention the problems that actually seem to be YouTube problems rather than PEBKAC problems. Am I reinventing mainstream media? Yes. Because mainstream media scales.

derefr 4y ago

> Okay, and what about the thousands of people who legitimately need help? Do you really think it's acceptable that people have their content stolen or falsely flagged, or their channel demonetised or banned without recourse? Yes. Or rather, these particular commercial relationships shouldn't exist in the first place — they're fundamentally untenable. As I say in my sibling comment (https://news.ycombinator.com/item?id=32071124#32073569 https://news.ycombinator.com/item?id=32071124#32073569), Google shouldn't be attempting to work with independent creators at all; there's no way to make it work. It shouldn't allow people to directly post on YouTube. (At least, monetized. They could still support it for hobbyists who aren't out to make money and are explicitly opting out of any support.) Instead, YouTube should be directly engaging — and encouraging the consolidation of — MCNs, into a small collection of reseller-partners; a collection small-enough that YouTube can scalably listen to those partners' complaints. Where those partners then act as collectors and filters for complaints, only raising to YouTube's attention the problems that actually seem to be YouTube problems rather than PEBKAC problems. Am I reinventing mainstream media? Yes. Because mainstream media scales.