How is a parent supposed to contact the "Enforcement Team" for follow-up when a case gets...

Discus and support How is a parent supposed to contact the "Enforcement Team" for follow-up when a case gets... in XBoX Accessibility to solve the problem; I tried to get more information regarding a 7-day enforcement on a child's account that's tied to my "family" (I'm the primary). The online Enforcement... Discussion in 'XBoX Accessibility' started by FunkyKong, Jul 10, 2019.

  1. FunkyKong
    FunkyKong Guest

    How is a parent supposed to contact the "Enforcement Team" for follow-up when a case gets...


    I tried to get more information regarding a 7-day enforcement on a child's account that's tied to my "family" (I'm the primary). The online Enforcement site has only two available options: A) acknowledge what was done and promise to not do it (the enforcement
    message didn't say when or in what game the infraction actually occurred*, so that not going to help us in the future); or B) try to "ace" a 12-question survey with random poorly worded trick questions** and, if successful, getting what turns out to be the
    legal equivalent of "one phone call" to whichever agent gets the initial message (never dreaming there would be no opportunity for a 2-way interaction).

    So anyway, I went with B) hoping they'd see I was the parent and would help me out. And in response, while the nature of the infraction was more specific, there was still no mention of a "what" or "when," just the fact that it happened in Minecraft, that
    some questionable language was used, and "deplorable behavior." And to add insult to injury, and why I'm here, is the fact that the case is now "locked" and I have no means to ask for more specific information. (So here we are!) How is a parent supposed to contact the "Enforcement Team" for follow-up when a case gets... :)

    The actions of the Enforcement team and the design of the Enforcement website is out of step with what you say you're trying to accomplish. Parents should have a different, more accessible 2-way forum. Is this really the best you can do to back up your
    claim of wanting to create a safe environment for all and to develop good gamers to use your paid online platform for years to come? When a parent is asking for details so they can address what the child did, especially something that's very out of character
    for that child, and all we get are a list of charges and no specifics or evidence, how are we going to help that person to grow and learn from their mistake?

    So that's why I'm asking: "How is a parent supposed to contact the "Enforcement Team" for follow-up when a case gets locked with only a generic "form letter" reply?"

    Thanks for any guidance you can provide.

    * and the 3 people he was had been playing Minecraft with all day at the time the enforcement message hit (his oldest sister and two of her friends) didn't feel the level of "talking smack" was beyond that of anyone else in the room, so we don't think the
    infraction was automated.

    ** Example, there was a True/False that a suspension "can" happen minutes after an infraction. Didn't say "can only," "can never," etc., just "can." The answer was "False" with the explanation that they can happen up to six months later, but not saying
    that they "can't" happen minutes afterwards.

    :)
     
    FunkyKong, Jul 10, 2019
    #1
  2. XBF Chris J Win User

    How is a parent supposed to contact the "Enforcement Team" for follow-up when a case gets locked with only a generic "form letter" reply?

    Hello FunkyKong,

    Thanks for posting here on the Xbox forums. Unfortunately, doing the case review (When you qualify for one) is the only way to contact the
    enforcement team. It sounds like they have reviewed the enforcement action, deemed it necessary, and gave as much info as they feel was needed.

    I agree that there should be more of a 2 way communication between the parents and the enforcement team. I'm sure this has been brought up already, but you can voice your ideas on our
    Xbox ideas website. Let your voice be heard on what you think about the enforcement procedures.

    As a side note if the enforcement action was due to a message being sent, then you can check past messages on the Xbox and on Xbox.com as long as they have not been manually deleted.

    I hope this helps!
  3. Smwutches Win User

    How is a parent supposed to contact the "Enforcement Team" for follow-up when a case gets locked with only a generic "form letter" reply?

    A case review is the only way to contact the enforcement team. Once they have responded to the review, there is no way to contact them again.

    If you'd like to provide feedback about the system so maybe it will be changed in the future, you would need to post at http://xboxideas.uservoice.com
  4. Neonatron Win User

    6 years ago I received a suspension

    Then how am I supposed to contact them?

    I'm looking all over the website and I cannot find on how to contact the Enforcement team.

    Could you refer someone from the Enforcement team to look at this post?
  5. Smwutches Win User

    How to get in contact with Enforcement Team

    Submitting a case review is the only way to contact the enforcement team.
  6. XBF Erick C Win User

    ONLY message if you know how to contact the enforcement team

    Hey there,

    Unfortunately you are unable to contact the Enforcement team through Email or phone number. The only way you can get your case looked at is to submit a case review through the
    Enforcement Website to get reviewed.

    Go ahead and follow the link for more all information on the Enforcement Team and the Code of Conduct.

    I hope this helps.
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