u/Matic_Mehul

Hi all,

The last few days have been heated. Some of that is fair. Some of it turned into name calling, at each other and at people on our team, and that is where I want to draw a line.

First, the commitment, because everything else depends on it. We do not delete negative reviews. We have not, and we will not unless it's obviously written by affiliates of other brands. If Matic is not working for you, this is the right place to say so. A brand community that quietly removes criticism is worthless to everyone, including us. Matic team will always clearly identify themselves.

Second, transparency about why I am posting. Share counts on recent posts are far outside anything this sub has seen historically. Attacking comments have gone up too. We reported it to Reddit admins and they are looking into manipulation. So we need to create some ground rules for this community to protect it.

Proposed rules, and these apply to me and to everyone on the Matic team as much as to anyone else:

1. No personal attacks or name calling. Criticize the idea, product, approach, but do not go after any other member.
2. If you work for or are compensated by a competitor, you will be removed from this community. This is the place for Matic present and future customers to ask questions.
3. You do not need to own a Matic to be here. Questions, skepticism, and even good faith discussions are welcome. Conduct is what gets moderated, never opinion. But a review of product from non-owner, negative or positive will be removed.
4. You're welcome to share referral links to those who ask (ideally via DM), but let's also not make every post about that too. Thanks.

The harder question is what to do about posts that look coordinated/manipulated. Two options we sees.

1. Leave them up, with a mod note that the engagement pattern was flagged to Reddit admins.
2. Remove them if evidence suggests manipulation.
3. Or third option that I have not thought off.

Let me know your thoughts. Thanks.

Mehul, co-founder

PS: Three more things, 1) Matic team and I are pretty active. We monitor posts, but please do know that the best way to get support still remains sending a ticket. We're working on a way to make this super easy. 2) We also have families, kids, and personal lives. We sometimes may not be able to respond immediately, so please be patient. 3) We're still small company with v1 of the product. You all ask great questions, but sometimes we just haven't thought that far, so we may not be able to answer. Thanks in advance for your cooperation and understanding.

Hi, I am mod of r/maticrobots - it's a channel and customer community that our team runs to answer customer questions. For whatever reason, all our team accounts are getting banned. Even the new accounts get immediately banned even w/o posting. I am the only one left...

What can I do to ensure that our customers support and community team can keep answering questions?