Member Dissatisfaction rising...

[Shannon]

Nowadays, the majority of topics on the community tend to be about issues being faced --- often mentioning a lack of member support --- & one of the community moderators has to jump in to assist.

So I have to ask: was this community actually intended to supplement (ISC)2 support? (Because I was under the impression that it was to facilitate the sharing of information and ideas, and promote interaction among IT security professionals.)

It would be understandable if the issues were limited to what (ISC)2 support wasn't able to address --- what's disturbing is that many have stated that (ISC)2 support never responded at all.

If community posts aren't used to gauge criteria such as member satisfaction, I'd suggest that (ISC)2 conduct a survey for the same --- and use the results to determine the priority with which to address issues.

@david-shearer, do have someone update the resolution status of the issues mentioned in this post, for a better idea of where we stand. Thanks.

[Shannon]

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@Rossva wrote:

I’m trying sooooo hard to really like isc2 but they do make it hard.

---

Apparently, while they neglected to properly test the 'transformed' site for user acceptance, they still made it a point to stress-test members...  

[rslade]

> Shannon (Community Champion) posted a new reply in Member Support on 07-13-2019

>   Apparently, while they neglected to properly test the
> 'transformed' site for user acceptance, they still made it a point to
> stress-test members...

Reminds me of an old joke about Microsoft that they found it was more cost-effective to make their users fault-tolerant than to make their software reliable ...

[Shannon]

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@rslade wrote:

Reminds me of an old joke about Microsoft that they found it was more cost-effective to make their users fault-tolerant than to make their software reliable ...

---

So either what we're seeing is just a co-incidence --- or (ISC)2 is committed to following in Microsoft's footsteps. 

(We'll be able to tell as time goes by)

[eparedes_214]

Hello everyone,

I wanted to take some time to address the items that have come up in this thread. Please excuse the length of this post, and if you have any follow up questions, I am happy to answer them as either replies in this thread or direct emails to me at community@isc2.org.

• Support in the Community: Having support in this Community is a natural by-product of communities in general. If you give people a space to get together that is supported and branded by an organization, requests for help is a traditional progression. Even before the AMF policy change and the increase in support requests around that, we were seeing an uptick in requests coming through the Community. This has led us to start thinking more about how we can better position the Community to provide support to members and candidates as well as continue with the original intent of promoting networking, peer-to-peer support, and industry news. We would love to hear if you have any ideas on this while we are brainstorming solutions on our end as well.

• Member Support: Following the transition to our new AMF policy, we are temporarily waiving the U.S. $600 reinstatement fee for members and associates until September 30, 2019. Due to the recent AMF changes, Member Services is experiencing a high volume of queries coming in through emails and phone calls. Unfortunately, this is resulting in longer-than-usual wait times as we process member and associate reinstatements. If you are inquiring about your AMF payments and missed the deadline of June 30, please complete the reinstatement form at https://www.isc2.org/reinstatement, and a member of our team will contact you as soon as possible to assist with your reinstatement. We ask for your patience and appreciate your support as we go through this transition period.

• Site Issues: We appreciate all of the posts and information that you have been providing with the issues that you are seeing in your Member Dashboard and throughout the site. The information that you have provided helps our teams to work on issues you’re experiencing and address areas in need of improvements. We appreciate and continue to welcome your feedback and input so we can provide the service you deserve.

• Community Login: I can confirm that the login issue is resolved on the Community as you have seen. Our teams were waiting to ensure that the fix was stable and sustainable in production before publishing that the issue was fully resolved. I will also update the original thread with this information here.

[denbesten]

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@eparedes_214 wrote:

I wanted to take some time to address the items that have come up in this thread. Please excuse the length of this post,...

Thank you a million times over.  I greatly appreciate "official" status updates and welcome any space consumed by them.

Everyone, give Beth a kudos if you concur.

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[Rossva]

Kudos for both of you!

[rslade]

> denbesten (Community Champion) posted a new reply in Member Support on

> Thank you a
> million times over.  I greatly appreciate "official" status updates and welcome
> any space consumed by them.   Everyone, give Beth a kudos if you concur.

It's a bit generic, but, you're right, we should provide positive reinforcement for
any behaviours we want to encourage, even it they are not perfect.

(Operant conditioning is a part of social engineering, right?)

====================== (quote inserted randomly by Pegasus Mailer)
rslade@vcn.bc.ca slade@victoria.tc.ca rslade@computercrime.org
If you don't read the newspaper, you are uninformed; if you do,
you are misinformed. - Mark Twain
victoria.tc.ca/techrev/rms.htm http://twitter.com/rslade
http://blogs.securiteam.com/index.php/archives/author/p1/
https://is.gd/RotlWB

[Shannon]

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@eparedes_214 wrote:

Hello everyone,

I wanted to take some time to address the items that have come up in this thread. Please excuse the length of this post.

Perhaps the length is directly proportional to the time taken for a response... 

Jokes aside, I'm glad to see an 'official' response, although it hasn't answered my primary query.

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• Support in the Community: Having support in this Community is a natural by-product of communities in general...

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I'm not against the provision of support on the Community, but it should only supplement Member Support and not compensate for a lack of it.

(I'd suggest editing the Community Guidelines to request members to search the community for required info before they post, just to avoid redundancy.)

• Member Support: ...We ask for your patience and appreciate your support as we go through this transition period.

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Does this imply that nothing is being done to address this, and it will stay that way through the transition period? That would demand A LOT of patience, particularly from those experiencing issues with support.

• Site Issues: We appreciate all of the posts and information that you have been providing with the issues that you are seeing in your Member Dashboard and throughout the site.

---

I haven't experienced issues since I last paid my AMF, so I can't complain about that --- at least not yet.

• Community Login: I can confirm that the login issue is resolved on the Community as you have seen.

While most of my appreciation goes to the response itself, a small part is for this, & I've kudoed the post as well. Cheers!

[rslade]

... (but we should also mention some of the good work ...) ...

[patrickl]

Adding my two-bits to this chain regarding member support:

I've been struggling, since the 12th of July, to get a hold of support with regard to my AMF payment: Payment was completed (money taken out of account) but the Dashboard still shows the outstanding AMF.

Have emailed MemberSupport 3 times and left an equal number of voicemails (when the system or agent didn't term the call before I could leave a message).

Very frustrating.

Patrick L

CISM, CISSP, CRISC