Recently, I got an incorrect DMCA strike, and no one has helped me, no one! There needs to be some major improvements to the system for users who get flagged incorrectly. The support during this process don’t even seem like support, they’re just pushing you back into the issue and close your ticket. They won’t read your messages, they’ll tell you to read the automated message and leave you at that. I know some people who are friends with admins and are able to get this resolved. But, if you don’t have any, you’re stuck in a pickle!
The automated message flags users who create the game. What if it’s a group game you don’t own? What if I didn’t upload the content and it’s been years since I was able to edit the game? Welp, still got moderated for something someone else uploaded! Why am I responsible for the content of others if it’s not my game and I can’t remove their permissions? You could just be demoted and lose access to the game, like me, and have no control of what people can get your account marked for.
Well, since support won’t help, I asked around to see what could help? Lots of people said “Go to Developer Relations!”, but let’s face it, that’s not their job. There needs to be better support from someone, whether it be improving the support on the appeals side, or improving support from moderators themselves. I’ve heard about a category for Regulars that are able to access direct help, but us helpless Members can’t see it! No matter what I’ve done on Roblox, if I’ve done more than someone who just created their account today, I still get the same support as them. I still get the same responses and uselessness from the support form. No one willing to help, just pushing me back to the message which says absolutely nothing useful.
Well, now, you might say, what about the automated message I keep getting redirected to? There’s 3 options, do nothing, appeal the content itself, or enter a program. This isn’t my content, I have no idea what’s in an under review game, how can I submit a legal statement for content I don’t own, didn’t make, and have no clue what it is to begin with? I shouldn’t have to enroll in a program for an incorrect strike just to get it removed, I didn’t do anything wrong!
It doesn’t stop there. I enroll in the program and get in contact with a “Copyright Agent”. They send the copy and paste emails as normal and completely disregard my emails. They link me to the same exact “Removal Tool”, which I cannot use if it’s not my content. I let them know of this and all the sudden they switch over to “Customer Support”! Of course, copy and pasted responses again and it’s identical to the support provided from the support form. No one works with you to remove the content, only send help articles and put you back in the loop of making tickets.
Overall, the support experience is terrible and sends you in hours of headaches just wondering what the next move is. I’ve had to get multiple friends that some have experienced the same issue, or even just have some good knowledge on getting support on the platform. It would make a lot of our lives easier if we just were able to talk to a reasonable human on the other end who would actually read our messages, not going through hours of headaches just because of an automated bot.