Zhang Yang saw that the customer service's attitude and tone were quite serious, so he roughly explained the situation according to the plan she provided.
The current Zhang Yang still held onto a glimmer of hope, thinking it might just be some hidden triggered bug or something.
After all, the new platform software had just gone live not long ago; it's possible for various small problems to occur. Just recently, there was a bug where gifts could be rewarded without charging any money, and there were Super Rockets flying everywhere, spamming hundreds or thousands of times in the Planet Paradise.
After having had full communication and record-keeping, Zhang Yang hung up the phone.
"What should we do next?" Meng Fan raised his hand and handed a chilled Red Bull to Zhang Yang.
Zhang Yang took the Red Bull and gulped down a sip: "Just wait, wait for the following customer service callbacks to reach out to me! The customer service just said they'd respond within 48 hours on working days!"
48 hours, which is two days. Since Zhang Yang had already finished broadcasting today, he could at most not broadcast normally for just a day tomorrow. The impact on Zhang Yang wasn't that significant.
But as it turned out, Zhang Yang was still thinking too simply.
After a full three and a half days, not a single call came in. The complaint Zhang Yang filed seemed like it had sunk into oblivion, as if it had been forgotten by everyone.
Unable to bear it any longer, Zhang Yang pulled out his phone again and dialed again, busying himself once more and reconnecting with the platform's customer service.
Upon the young lady's investigation, it was found that the previous complaint record had already been submitted and uploaded, and was in line, waiting to be processed.
Furious, Zhang Yang yelled on the phone: "Didn't you promise to have a dedicated person follow up within 48 hours? It's been four days and no one has contacted me. Isn't anyone handling such a serious issue?"
"I'm sorry, sir. Our follow-up promise is within 48 hours on business days. Yesterday and today are weekends, so the senior manager is off work. You should be contacted by Monday. Please be patient!"
"Alright then!" This explanation left Zhang Yang with nothing to say. He scratched his head in frustration and hung up the phone again.
After hanging up, the customer service lady responsible for taking Zhang Yang's call reported the situation according to what the customer service manager had specifically instructed. The manager then submitted the situation to the newly hired operations department manager, Zhang Xiaoming.
"Okay, I got it. Let him cool off a bit, and I'll talk to him again! In front of the platform, no streamer has any privileges. Normal platform streamers follow the regular complaint channel, and just based on time, he can't afford to wait! This is just a small warning for him; I'm sure he'll sign the contract!"
The operations minister behind the scenes gave his subordinate a condescending reply and continued leisurely sipping his tea.
...
Another day passed, and until 3:30 in the afternoon on Monday, no calls came. Zhang Yang couldn't hold back any longer and directly called the manager responsible for his contract, Zhang Xiaoming.
"Hello, Teacher Zhang Yang! Have you settled the contract matters on your end?" Zhang Xiaoming picked up the phone with an extremely respectful tone but with a clear purpose, directing the first question straight to the contract matter.
"I haven't coordinated well with the team regarding the contract yet. Currently, there's a bit of a problem with the live streaming on the platform side. It seems like my account is being throttled, and I've complained to our customer service for three or four days with no response! I want to trouble you to check what the situation is!"
"Account throttling? That can't be. I've seen the content of your fishing livestream. There's nothing in violation! Could it be a misunderstanding?"
"I'm not sure where the problem arises either. The complaint said there would be a supervisor follow-up within 48 hours, but it's been four days past that deadline, and I was told over the phone that the weekend didn't count as workdays. So, I waited until Monday, and a few more hours, Monday will be over too!"
"How could such a quality streamer account have problems?
Don't worry, I'll ask around for you right away and personally call you back with the information in at most half an hour!"
Zhang Xiaoming explained to Zhang Yang in a gentle tone, and after his explanation, he hung up the phone.
After hanging up, Zhang Xiaoming didn't look for anyone else. He just used his backstage privileges to restore Zhang Yang's account functionalities, then leisurely had some more tea.
Keeping track of the time, Zhang Xiaoming called Zhang Yang back in half an hour.
Having been waiting for the news, Zhang Yang didn't do anything and immediately picked up when he saw the call.
"Sorry about that, Teacher Zhang Yang! I personally had the tech team verify your complaint issue!
There was a bug on the platform side, where the short time follower count for your livestream exceeded the warning threshold set in the backend system, automatically triggering a stream throttling alert. We have restored your normal account functionalities!
On the company side, with limited staff within the customer service department, you're a freelancer host without an exclusive customer service contact, so the complaint processing efficiency might be a bit slow. Here, I solemnly apologize on behalf of the company, and we ask for your understanding!"
Listening to the explanation in the first half, Zhang Yang could still accept it, as logically, it barely held up.
But when hearing the part about the company's limited staff, and that Zhang Yang hadn't signed a contract, thus lacking exclusive customer service which caused the slow problem handling, Zhang Yang narrowed his eyes.
This explanation seems reasonable but had hidden meanings, subtly exerting pressure on Zhang Yang.
"Thank you for your help; you solved it in half an hour after it troubled me for so long. I'm exceedingly grateful!" Zhang Yang didn't rip off the covers, begrudgingly thanking while frowning.
"It's nothing, part of my job! By the way, if you've made progress on the contract discussions with your team, feel free to give me a call anytime.
To be frank, I've just joined, and I'm in urgent need of signing some big broadcasters to prove myself. Let's help each other, and in the future, if you have any small issues on the platform, a single call, and I'm at your service anytime!"
"Alright! I'll give it more effort and contact you once there's a result!"
...
Having hung up the phone, Zhang Yang took two deep breaths to suppress the anger within him.
If Zhang Yang had only suspected in his heart before making the call, now after the call ended and the problem was solved, Zhang Yang could be a hundred percent sure that this was definitely not a coincidence of accidental triggering.
Damn, this guy was really using his privileges to control me, playing such a good hand of soft and hard tactics!
Zhang Yang frowned and pondered for a few minutes, then pulled out his phone to send a message to the work WeChat group.
@everyone Everyone, gather at the store at 6:30 in the evening for a dinner party and to discuss some matters!
In this group were only a few people, besides Zhang Yang and Zhao Bingguang, there were also the accounts for Heikeng Jianghu and Wild Fishing Jianghu, along with Wang Yan who appears in videos and commentary, additional shooting, and post-production, all were seasoned, knowledgeable old staff.
Everyone quickly received the message and replied with an acknowledgment. And Old Zhao called directly.
"What's going on? I just saw your meeting notice in the group, should I come too?" Zhao Bingguang asked with a hint of confusion.
"If you're not busy, come on! We haven't had a dinner party in a while, let's do some team building at the dog meat restaurant, and I have something to discuss with everyone!"
"Discuss? That's not your style. What's up? Did something happen? I heard from Little Meng that your account was throttled?"
"It's about the livestream platform! The new operations minister at Inke is being a bit of a jerk, giving me a hard time!
We need to come up with a plan on how to carry out the work ahead. If this keeps happening every now and then, no one can put up with it! The streamers' mentality would break down!"
"Alright, I'll be there shortly!" Zhao Bingguang also realized the seriousness of the situation and his tone turned serious.
In less than an hour, Wang Yan and the others drove to Zhang Yang's store, because it involved work matters, so everyone didn't stay in the operating environment downstairs but went directly to the second floor of the fishing gear store, chatting leisurely while waiting for others.
"What's going on, boss? If there's something, you could just say it in the WeChat group. Why meet at the store specifically? Is there something good happening and you're treating us to a meal?"
Wang Yan was still in his usual boisterous state, seeing a bunch of grapes on the table, without caring if they were washed, picked one up, and started eating.
Han Qiang glanced at Zhang Yang and tugged on the hem of Wang Yan's T-shirt.
Since knowing Zhang Yang, Han Qiang rarely saw Zhang Yang this serious, could something have happened?