To the Leadership Team of Chess.com,

We, the undersigned, are loyal users and members of the Chess.com community. As passionate chess players who rely on this platform to connect, compete, and grow, we value the services provided but believe there is a critical need for improvements in customer support.

Recently, there has been a growing reliance on AI bots to handle support inquiries. While automation can assist with routine issues, it falls short in situations requiring human judgment, particularly in cases where accounts are mistakenly muted, banned, or otherwise penalized. These situations demand immediate attention from a knowledgeable support team, not an automated system.

For Super Administrators and other dedicated community leaders, such delays are especially disruptive. When we provide evidence to dispute unjust actions, waiting hours—or even days—for resolution is unacceptable. This creates unnecessary stress and undermines trust in the platform's fairness and reliability.

We respectfully request Chess.com to:

Provide a dedicated support channel for urgent matters: Create a priority line for cases involving account bans, mutes, or other critical issues where timely resolution is essential.
Reintroduce accessible human support: While AI bots are useful for initial triage, users must have the option to escalate issues to a human representative for review.
Streamline the response time: Commit to resolving urgent cases within a reasonable timeframe (e.g., within 1-2 hours for high-priority concerns).
Improve transparency in case handling: Keep users informed about the status of their case with clear communication and updates.

To demonstrate our commitment to fostering a better community, I am personally offering to volunteer 20 hours a week to assist with handling user concerns and supporting Chess.com’s growing player base. My goal is to contribute to creating a responsive, inclusive environment where issues are resolved promptly and fairly.

We believe these changes, combined with community support, will enhance the overall user experience, build trust, and demonstrate Chess.com’s dedication to its members. As the world’s leading chess platform, Chess.com has the opportunity to set the gold standard in customer service, reflecting the dedication and passion of its players.

Thank you for considering our concerns. We look forward to seeing improvements that benefit the entire community.

Sincerely,
[Bayarea Chess Club]

Bay Area Chess

Super Admins

Admins

Coordinators