Customer service is slacking?

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  uktrtclinic · Member · Jul 19, 2024 at 12:06 am

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  Hi guys, I have an Explorer plan and I asked question to a customer service. They should have replied within 24h. My ask has exceeded 24h and no-one has replied. Do you face the same issue? I am questioning my plan that I paid for…

  The blog I need help with is: (visible only to logged in users)

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  jamiepalatnik · Member · Jul 19, 2024 at 1:49 pm

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  Thanks for sharing that feedback! I see you reached out via the Help Center and we replied to your message there. We appreciate your patience.

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  tommangatt · Member · Jul 19, 2024 at 5:12 pm

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  Yes, we face such issues from the second half of June. Responses are very slow and unhelpful. Live chat support is not working anymore. I’m wondering what happened to WordPress’ Happiness Engineers!

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  jamiepalatnik · Member · Jul 19, 2024 at 7:39 pm

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  I am sorry to hear you have had this experience. As you have noticed, we are not currently able to respond live as often as in the past, but we are still receiving your messages and we reply as quickly as we can. We appreciate your patience as we work to improve the support experience for all users.

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  uktrtclinic · Member · Jul 23, 2024 at 9:39 am

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  Thanks Jamie, but this is not what Explorer plan contract says thought, right? We expect to receive a reply within 24h, but we do like in 2 days or more. If that’s the case then this information should reflect in plan.

  Yes, they replied to my message before you wrote in here. Thanks for escalation.

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  jamiepalatnik · Member · Jul 24, 2024 at 2:44 pm

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  Glad to help! It’s definitely our goal to reply more quickly, and I apologize for any inconvenience the delay in our past responses has caused you. We hear your concerns and we are working on it.