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Post by chris on Mar 12, 2015 12:38:45 GMT
Yeah that's a potential solution. Adds another layer of complexity and potential confusion (roll on the questions as to where a lenders funds are, etc.)... I think those questions already get asked... The status of "payment has been received, but has not been processed" already exists in the real world. Allowing the system to acknowledge the existence of that status would seem to me to reduce rather than increasing confusion. Obviously it would still be necessary for admin to provide an appropriate explanation of WHY they are unable/unwilling to distribute a payment they've already received... and if they don't provide it up-front, lenders will start asking questions, but I think we already get that with the present system! Looking just at the users on the forum I'd agree with you, but that's a small proportion of our lenders. As I say if I can't automate the problem away in the short term then I fully agree with the increased transparency and notification this kind of solution would give.
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Post by yorkshireman on Mar 12, 2015 14:03:21 GMT
Looking just at the users on the forum I'd agree with you, but that's a small proportion of our lenders. I’m not easily offended but I’m not sure how to take that comment, it could be interpreted as being rather condescending. So how do your other lenders feel about the way payments are handled?
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Post by chris on Mar 12, 2015 14:08:44 GMT
Looking just at the users on the forum I'd agree with you, but that's a small proportion of our lenders. I’m not easily offended but I’m not sure how to take that comment, it could be interpreted as being rather condescending. So how do your other lenders feel about the way payments are handled? I was referencing the potential flood of questions that *could* occur were we to add a new alert on screen to say funds received but not distributed from lenders who currently are not part of the forum and therefore are not in as direct / frequent contact with us. I also expressly said that I agreed with the transparency being requested and was looking to provide a solution.
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Post by yorkshireman on Mar 12, 2015 14:23:30 GMT
I’m not easily offended but I’m not sure how to take that comment, it could be interpreted as being rather condescending. So how do your other lenders feel about the way payments are handled? I was referencing the potential flood of questions that *could* occur were we to add a new alert on screen to say funds received but not distributed from lenders who currently are not part of the forum and therefore are not in as direct / frequent contact with us. I can’t argue with that as I’ve previously criticised people for wasting AC staff’s time with a deluge of questions.
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ilmoro
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Post by ilmoro on Mar 12, 2015 14:27:35 GMT
I’m not easily offended but I’m not sure how to take that comment, it could be interpreted as being rather condescending. So how do your other lenders feel about the way payments are handled? I was referencing the potential flood of questions that *could* occur were we to add a new alert on screen to say funds received but not distributed from lenders who currently are not part of the forum and therefore are not in as direct / frequent contact with us. I also expressly said that I agreed with the transparency being requested and was looking to provide a solution. Talking of questions. How exactly does AC manage the Q&A on the site? Is there some form of notification system that indicates that a question has been asked? There seems to be a few loans that have developed a bit of a backlog in responses. Other issue is there is no indication whether a question has been seen by AC & is merely waiting an answer or has yet to be picked up. Have you considered adding some form of quick acknowledgement indicator to say yep, seen it? I've asked a Q relating to today's vote which is as yet unanswered but no idea if someone has seen it (although a reply to a previous question is timed after it was posted) or not and whether I need to consider a direct email query
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Post by chris on Mar 12, 2015 14:30:28 GMT
I was referencing the potential flood of questions that *could* occur were we to add a new alert on screen to say funds received but not distributed from lenders who currently are not part of the forum and therefore are not in as direct / frequent contact with us. I also expressly said that I agreed with the transparency being requested and was looking to provide a solution. Talking of questions. How exactly does AC manage the Q&A on the site? Is there some form of notification system that indicates that a question has been asked? There seems to be a few loans that have developed a bit of a backlog in responses. Other issue is there is no indication whether a question has been seen by AC & is merely waiting an answer or has yet to be picked up. Have you considered adding some form of quick acknowledgement indicator to say yep, seen it? I've asked a Q relating to today's vote which is as yet unanswered but no idea if someone has seen it (although a reply to a previous question is timed after it was posted) or not and whether I need to consider a direct email query There's a back office screen that lists all unanswered Q&A questions, and I believe an email is sent as well (didn't write that part). I know that andrewholgate is pushing the admin team to tighten up on answering questions as soon as we can.
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Post by andrewholgate on Mar 12, 2015 15:14:54 GMT
*grumbles*
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ramblin rose
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Post by ramblin rose on Mar 12, 2015 15:27:44 GMT
............. I know that andrewholgate is pushing the admin team to tighten up on answering questions as soon as we can. Thanks Chris, that's really good to know because it is part of the shop window and at the moment gives a fairly poor impression; not necessarily the questions with no answer, but more particularly those with frankly glib answers that don't actually address what was asked. I'm pleased some high level attention is being paid in this area.
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Post by andrewholgate on Mar 12, 2015 15:59:36 GMT
............. I know that andrewholgate is pushing the admin team to tighten up on answering questions as soon as we can. Thanks Chris, that's really good to know because it is part of the shop window and at the moment gives a fairly poor impression; not necessarily the questions with no answer, but more particularly those with frankly glib answers that don't actually address what was asked. I'm pleased some high level attention is being paid in this area. Could you send me some examples of glib answers?
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ilmoro
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Post by ilmoro on Mar 12, 2015 16:00:07 GMT
AH seems to have prompted some activity. Trouble is the lack of answers to earlier questions has merely elicited further questions.  Edit: Wow, they've had a busy hour or so, most questions seem to have been answered. Well done  |
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ramblin rose
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“Some people grumble that roses have thorns; I am grateful that thorns have roses.” — Alphonse Karr
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Post by ramblin rose on Mar 12, 2015 19:53:54 GMT
Thanks Chris, that's really good to know because it is part of the shop window and at the moment gives a fairly poor impression; not necessarily the questions with no answer, but more particularly those with frankly glib answers that don't actually address what was asked. I'm pleased some high level attention is being paid in this area. Could you send me some examples of glib answers? I have sent you some in a PM. Please don't misconstrue my intent; I believe AC run a professional lending business, and would not have made the considered decision to invest in the past few weeks if I were not convinced of that, but the sloppiness of some, maybe even many (I only follow my own few loans closely), of the Q&A responses belies that and makes it look as though it is very unprofessional at times. It's the sort of thing new lenders will judge you on, and that's why I'm pleased you are paying it attention. Thank you.
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Post by Duane Dibley on Mar 14, 2015 10:37:49 GMT
Could you send me some examples of glib answers? There's a few cases where answers to what, in my opinion at least, are perfectly reasonable questions are prefaced by 'Of course'. The questions may appear to be basic to the person answering the query, but the only way people know what happens when a loan goes into default or is renewed is by asking such questions, there's nothing on the website to indicate what the procedure is. I'm sure the person answering the question doesn't mean to be patronising or condescending but I'm afraid that's how it can come across. Of course it could just be a simple turn of phrase that this person is in the habit of using and of course there's a tendency these days to treat everything online like a conversation down the pub, but of course I'm a bit old fashioned and would of course prefer people to put a bit more thought into what they write and the language they use.
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jonno
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Post by jonno on Mar 14, 2015 12:54:54 GMT
Could you send me some examples of glib answers? There's a few cases where answers to what, in my opinion at least, are perfectly reasonable questions are prefaced by 'Of course'. The questions may appear to be basic to the person answering the query, but the only way people know what happens when a loan goes into default or is renewed is by asking such questions, there's nothing on the website to indicate what the procedure is. I'm sure the person answering the question doesn't mean to be patronising or condescending but I'm afraid that's how it can come across. Of course it could just be a simple turn of phrase that this person is in the habit of using and of course there's a tendency these days to treat everything online like a conversation down the pub, but of course I'm a bit old fashioned and would of course prefer people to put a bit more thought into what they write and the language they use. Hey @caratacus: you didn't write the lyric to "Mr Ed" did you? 
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Post by Ton ⓉⓞⓃ on Mar 14, 2015 14:47:48 GMT
Communicating over the internet, email is notorious for being misconstrued. It seems that David R has answered many questions on AC loan pages and as he posts on the forum; I'm sure many feel we know him and as a result I feel I understand him.
In the long term I'm not sure the Q&A can be kept as it stands. I'd imagine AC might continue to accept questions of course, but only answer the selected few being representative. For the moment it's vital to continue to do Q&A otherwise confidence in the long drawn out processes (Internal Refinances, LPA, Underwriting etc), being little understood, that confidence would run out.
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mikes1531
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Post by mikes1531 on Mar 14, 2015 21:07:17 GMT
Could you send me some examples of glib answers? How about the answer given to the question raised for Loan #92 at 2149 on 2/Mar? The questioner asked why the LTV shown for the loan appeared to be based on a value not supported by the Valuation Report, and whether their calculation of a higher LTV using the result of the VR was correct. The answer was "This was covered in an update ... on 6 June 2014 at the time the valuation was received. Please refer to this update." andrewholgate: Please read the Jun.'14 update and ask yourself whether it answered the questions asked on 2/Mar. I don't think it does, but that's JMHO. Perhaps that's not 'glib' but it does seem rather condescending IMHO as it is suggesting that the questioner didn't read and absorb the earlier update, and if they had they wouldn't have needed to ask the question. If, in fact, the Jun.'14 update doesn't actually answer the questions asked, then the reply given to the 2/Mar question seems inappropriate. The same questioner has now asked a follow-up/repeat question, so AC now have another chance to answer it.
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