Cancel my subscription and give me a full refund.
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No support, very slow, complex user interface. Unhelpful “help” section.
Blog url: http://rotothugs.wordpress.com/The blog I need help with is: (visible only to logged in users)
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We actually do offer support and replied to your emailed refund requested yesterday.
Did you receive our response?
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Thank you, no, I did not receive your response. Tip to you guys, try to answer support requests within 48 hours… at the most! More than 48 hours is just bad. I emailed support, and yes, you do have a “support team”… that functions very poorly. Each question takes 3-5 days to get a response, if you even get one. And most of the responses direct me to the “help” section, which is very poor as it does not give good step by step instructions. More pictures of the dashboard should be included.
Anyway, I don’t like the product and the service is horrible. But thank you, this response was actually quick! Maybe because it was public?
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The response was sent to the email address on your account, set at Users -> Personal Settings in your Dashboard.
Here’s the text from Beau:
I’ve refunded your account and removed all upgrades except for the domain you purchased. Unfortunately you are past the period during which domains can be refunded (48 hours). I left your domain registration, mapping and private registration active.
You own your domain for the next year, and it remains linked to your WordPress.com blog, so you can keep using that if you like.
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Okay, thank you. I checked my inbox, it was in fact there. However, I am still being charged for domain registration, etc. This is unacceptable because:
I sent my first request for help on Monday, July 14th the same day I signed up. I did not get a response until Monday July 23rd. I sent my cancellation request on Friday July 20th… because 6 days without answering a support question is absurd. The cancellation request took 4 days, or 92 hours to get a reply.
Had I known that there is a 2 day limit for domain refunds… I would have cancelled in 2 days. Your site says “30 days”. Please refund the domain registration costs as well.
The fact that the 2 day notice isn’t clearly posted, it took 9 days to get a question answered, and 4 days to get a cancellation processed, I believe warrants the refund of my domain fees.
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The 48-hour refund policy for domain registration is different from our other refund policies and stated during purchase.
At this point, I cannot process a refund for your domain registration, as your initial refund request was sent on July 20, 6 days after the purchase on July 14.
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Fine, its not that much. However, given the facts above, wordpress.com’s service is horrible. I mean 9 days to provide an answer! To a brand new customer? I wonder how you guys treat people who’ve been with you for longer and can’t just jump ship so easily.
Some feedback: The website layout of wordpress.com is too cluttered. The “support” area leads people to get lost. The intro video in the dashboard should tell people how and where to get support. There should be a BOLD link to the support page from the dashboard. I might have stayed if it didn’t take 9 days to receive a response and if the location of “help” were readily available and clearly marked.
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