Have a more efficient means to discourage experts from providing unacceptable answers.
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Richard commented
I totally agree! There are too many Experts answering questions just to get the accept. I feel if you don't know the answer or can't help the customer, let someone who can.
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Randi commented
I agree and could not say it better than the others. I also agree that other experts should give their input behind the scenes and not get into the question process until it is done, then, if and when needed, give specific reasons why the question should be corrected or added to. If reasonable, the customer could then get the additional or corrected information sent on to them as a courtesy. No one is perfect, we all need to help and network with each other in a professional manner.
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Andy commented
I agree. The reports seem to do nothing or take too long for anything to happen. Very often when I report a bad answer, the other "expert" gets defensive (I've had one simply say "prove it" as his reply) and takes it into the question for the customer to see (for example, saying things like "This other expert feels the need to watch my answers, but I was working with you so please ignore him"). This looks VERY unprofessional, especially since the other guy is supposedly (by JA's loose standards anyway), an "Expert"
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ChristineM commented
I agree that this needs to be more efficient--the way it works now, it appears that our reports are going off into nowhere land. Freebie reports are silly--if I am reporting a dangerous answer in the Veterinary category, that should not be a freebie. And JA needs to back us up a little more--I can't tell you how many times I have reported retaliatory reports or overposting and gotten answers from the help desk like "we can't read the expert's mind, so can't say this is retaliatory" and "there's too much going on on the page for us to know if this is overposting." It's like the boy who cried wolf--if I report someone and nothing happens, or ask for help and nothing happens, sooner or later, I'm going to give up.
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Toyota Service commented
This is a viable topic that must be considered with the interests of Customer Satisfaction in mind. Yes, there are too many people jumping in on questions, answering with basic, as opposed to critical information, with nothing more than the glorius ACCEPT in mind. For JA to succeed in "making the customers happier", the expert base needs to be beyond reproach. Continuing to allow any wannabee to participate in the question/answer process, who has no business contributing useless minimal assistance (read that as to steal money not only off the the original expert, but the Clients also), there has to be, there NEEDS to be a process to prevent short-circuiting the Q and A process. Suspensions, fines, forced to provide X amount of free assistances, some kind of penalty to prevent the JA customer base from getting unacceptable answers. Great suggestion, cfortunato
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Josh C commented
I agree with Dori.. .This is a common problem. You will be gathering information to solve the customers problem, and another expert comes along, reads all of the info you have collected, drops an "answer bomb" in hope of an accept, and runs. This type of practice should get an expert suspended for a week or some sort of punishment. Many "job farms" in India, etc with "fake experts" try this approach. It was QUITE RAMPANT in electronics and TV a while ago, but has become better... although there are still a few that try this (and get accepts) so to JA they look like GOOD experts because they have 2000+ accepts, nevermind if they were "stolen" from others.
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Ron Wiggins commented
Too often experts answer questions they have no actual eperience wih. For example an expert thinks he can find the answer based on others experience. I work on Ford Diesels exclusively but I see answers to Ford Diesel questions by experts who don't know what they are talking about.
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Dori commented
I would like JA to consider how to weed consistantly bad experts who are inaccurate, incomplete (drop and run experts who say something off the top of their head with no explanation or support) and those that tuck their head into inquiries to steal the last word hopeing to grab the accept..
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jgordosea commented
The current requirement that a new answer be given when the answer is incorrect or incomplete does not serve the customer or the expert.
In many categories it is confusing and counter productive to have anorther expert in the discussion.Perhaps there has to be an intermediate level report or sanction that serves to help experts improve when the answer is inadequate but not dangerous.
Expert quality assurance may need to be handled by staff competent in the category. Moderators and customer service can not police accuracy and adequacy of answers and policing fellow experts is unprofitable and unwelcomed for a current expert attempting to maintain quality.
If the answer are not top quality the eventual word of mouth could be fatal to the site and at least serves to destroy our reputation.
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Sally Grottini commented
someone would have to police everything, that would be overwhelming for the poor guy that got the job!
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AnswersByEric commented
Maybe not even more efficient, but how about harsher punishment or even the canceling of an expert who consistantly gives incomplete or incorrect answers.