Announcement: Cancelation Policy Update July 2023
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@Marko-Ilic ok, good to know! Thanks!
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I'm literally the last person to complain about stuff, but this "clarification" is anything BUT a clarification. If anything, it makes it worse. This doesn't clear anything out, it creates even more questions.
But especially this part is something that I cannot accept at all:
"Due to optimised computing capacity, it’s sometimes possible that the teacher might be completely hidden to certain students."I'm sorry, what? No, this needs to either be crystal clear or it's just the lamest excuse I've ever seen.
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@Filipe From my point of view it cannot be more clear. Don't cancel SCHEDULED classes within 48 hours, unless you really really have to, and you won't be blocked in any way. As clear as that.
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@Marko-Ilic It actually all sounds pretty good. When does this start?
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@Sean-125 It started already, it was in the testing phase for the past 7 days.
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@Marko-Ilic 在 Announcement: Cancelation Policy Update July 2023 中說：
@Filipe From my point of view it cannot be more clear. Don't cancel SCHEDULED classes within 48 hours, unless you really really have to, and you won't be blocked in any way. As clear as that.
And I respect you're trying to clarify it, and honestly the way you're putting it should be the way it was in the email in the first place.
But I'm sorry, these two things are contradicting each other:
"If a cancellation takes place within 48 hours to a scheduled student.
If there has been any cancellation in the past 14 days."If it is like you're saying, this should only be 1 sentence: 'If a cancellation takes place within 48 hours to a scheduled student in the past 14 days.'
That's it. If that's the explanation, then this should suffice.Still, none of this justifies the "computing capacity" hiding teachers from clients. That to me is mind boggling. We don't live in the 1950's.
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@Marko-Ilic ah ok it’s not as bad explains why when I took a week off in march nothing much happened after.
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@Filipe If you think it clearer, take it as you said it. I do confirm that the 2 are correlated.
"'If a cancellation takes place within 48 hours to a scheduled student in the past 14 days."
About the 1950s comment, and nowadays, computers are maybe better, but not unmistakable.
"It's impossible for the UI/UX to generate all possibilities in one list to the client's front end when they're choosing a teacher. It's a dynamic list of recommendations."
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@Marko-Ilic Hidden only from students that we cancel, and not every other student right? So this could also be used in a way to remove students from our schedules that teachers don't want to teach or feel uncomfortable teaching?
So if i cancel a student named Sarah for a class in 6 hours - now she can't see my schedule for 2 weeks but all other students can?
Also, canceling within 4 hours for unscheduled slots should be penalty-free. Is that ever going to be implemented?
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@Kai 在 Announcement: Cancelation Policy Update July 2023 中說：
@Marko-Ilic Hidden only from students that we cancel, and not every other student right? So this could also be used in a way to remove students from our schedules that teachers don't want to teach or feel uncomfortable teaching?
Yes, we believe so, but it's a new system, so unpredictable stuff can happen, but we are here to react if needed.
So if i cancel a student named Sarah for a class in 6 hours - now she can't see my schedule for 2 weeks but all other students can?
As mentioned above, it's the system, but it should avoid unnecessary things.
Also, canceling within 4 hours for unscheduled slots should be penalty-free. Is that ever going to be implemented?
Not for now because teachers are needed in the 4-hour range as well. I can't promise anything for the future.
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I think I am being punished, since none of my regulars can book me. :D Not only the ones I cancelled!
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@Marko-Ilic 在 Announcement: Cancelation Policy Update July 2023 中說：
"It's impossible for the UI/UX to generate all possibilities in one list to the client's front end when they're choosing a teacher. It's a dynamic list of recommendations."
My problem with this is not the technical side of things (of which I am aware, I do know programming), but the fact that the system is hiding teachers from clients.
And this relates with what many of us have been reporting, where clients specifically search for us and they can't find us, even if we don't have any cancellations. This is my issue.
I know most of the times people complain, they probably have some cancellations under their belt. But in the other cases this still happens, as reported recently by Robert and others.
This doesn't seem like any UI limitation, but an imposed one.I don't know how I feel about these "recommendations" you mentioned, though. Who is being recommended and why? Those things need to be clear.
(and I'm sorry, I know you're just the messenger)
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@Marko-Ilic
What does the whole “if there has been cancellations in 14 days” mean? Will we be punished if we cancel scheduled classes within 14 days notice?
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@Alia-9 Already answered, only if canceled a scheduled class within 48 hours.
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@Nikola-4 Well, probably you had a severe number of scheduled classes canceled, and the system is trying to cope with that.
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@Filipe 在 Announcement: Cancelation Policy Update July 2023 中說：
I know most of the times people complain, they probably have some cancellations under their belt. But in the other cases this still happens, as reported recently by Robert and others.
This doesn't seem like any UI limitation, but an imposed one.
Imposed ones for some specific reasons that the company made shouldn't be unless it is not related to client search preferences and their knowledge of using the tools. If you know that you have 0 cancelations, and have a specific client that cannot find you, maybe the client's contract is restricted. If anyone has more doubts, I'll check personally from Monday on.
I don't know how I feel about these "recommendations" you mentioned, though. Who is being recommended and why? Those things need to be clear.
The system gathers clients' preferences, cancelations, and all the data necessary, so it will continue to recommend teachers to clients.
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This makes the period of time a bit clearer in which it is OK to cancel.
However, I still can't grok the reason why the system feels it's more important to 'punish' the teacher for a cancellation than it is to satisfy a customer who wants that particular teacher. It just doesn't make any sense to me from a customer perspective.
I have suggested that customer service reps be given the authority to override the system's 'banning' of a teacher if the customer calls and specifically requests the provider. If the customer goes to that length to make the request, I see no reason not to honor it. My suggestion has received no response.
Additionally, there is no indication here on what's being done to manage the customer service agents and what they are saying to the customers regarding the teachers' unavailability. Telling students or parents that the teacher is not available requires a reason, and they have had numerous explanations like 'teacher is punished', 'teacher is on vacation', or 'teacher took time off'. When none of these reasons are true, what will the students and parents be told, if they call and specifically request the teacher?
Please remember that the reason offered reflects on the teacher's character and record, so this is important to us.
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Hello team, does anyone have trouble entering class? I was switched too (Taipei 19:15 July 7th)
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It seems slightly unfair that there are now two, separate cancellation penalty systems in place without any adjustment to help teachers.
Not only are we being fined for short-notice cancellations, we are now being removed from the scheduling system for that particular student. Double penalty for the same thing? Removing the fines would make sense as now there is a harsher system in place which can result in not being scheduled for two weeks.
Imagine you have a power cut, which is very common in a lot of countries, and you have a full day of classes with all of your regulars. Now, if I cancel, not only am I paying fines, I'm also going to be removed from my regular's schedule.
I feel like this has been rushed through and implemented without much thought. What was wrong with the penalty system and why is there a need for another one to be put in place. If it's really a huge issue then just don't ever allow short-notice cancels and force teachers to take absences. I really think this is solving zero problems.
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If I recall correctly, an emergency cancellation was anything within 24 hours, now suddenly it's 48 hours and we get hidden from students for 2 weeks? Ouch!
