And something I might not have articulated is, when users are mad about the thing that's actually happening...that is 100% valid and justified.
The experience you describe here is frustrating. It's user-unfriendly. As a writer, I don't like that happening with my fics either! If I was Grand High Dictator of AO3, I'd pass a ruling to change it.
If people are mad about Actually Happening Thing X, but then they write in to Support to complain about Misunderstanding Y, of course the boilerplate response will be "good news, we don't do Misunderstanding Y." And then the AO3 machinery doesn't even process the idea that those users are really mad about Thing X. Which doesn't help with any efforts to get Thing X changed.
no subject
The experience you describe here is frustrating. It's user-unfriendly. As a writer, I don't like that happening with my fics either! If I was Grand High Dictator of AO3, I'd pass a ruling to change it.
If people are mad about Actually Happening Thing X, but then they write in to Support to complain about Misunderstanding Y, of course the boilerplate response will be "good news, we don't do Misunderstanding Y." And then the AO3 machinery doesn't even process the idea that those users are really mad about Thing X. Which doesn't help with any efforts to get Thing X changed.