Disappointed in lack of customer service
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I’ve been trying to get my friend some help from WordPress customer service for more than 5 days now with limited to no help at all. We’ve called, emailed, and posted here in the forums:
https://en.forums.wordpress.com/topic/domain-registration-renewal-10?replies=1#post-2738936
https://en.forums.wordpress.com/topic/custom-domain-name-expired?replies=2#post-2738406
https://en.forums.wordpress.com/topic/how-do-i-renew-an-expired-domain-10?replies=1#post-2738378
Please review our posts, please reply to our emails or please call us back. Our site has been down for a week now. -
it’s all about the timing: you’ve just happened across the one week of the year when all the Automattic (including WordPress.com) employees are away for the annual Grand Meetup. looks like they’re gone Sept 14-21, back to business as usual on Sept 22.
(i’m not affiliated, so i can’t supply any more info, sorry.)
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Thanks Lydia413.
I appreciate the reply.
Unfortunately, this kind of thing needs to take a backseat to customer service disruptions.
The hosting business is a competitive market and I just don’t see why I should continue giving my business and my customer’s business to WordPress and Automattic if this is the kind of operation they are running.
I do think it is important to take care of your employees and attract talented folks by offering great benefits but not at the expense of hurting your customer’s business.
My friend’s website has been down for a week now and we still have not been able to get support to correct an issue with the WordPress interface. -
I think they’re customer service is the worst. I have not been able to get into my hosted blog for six months without a decent response. Never again.
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In fact that string of numbers you see after my name is nothing I ever signed up for and cannot get a decent answer as to where that string came from. And who takes a whole company offline for a week?
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We have already helped the owner of the domain in question, so I’m closing this thread. Please keep in mind that we can only discuss upgrade issues with the upgrade owner, so posting on their behalf will not help very much.
@phyllisalberici575722054
Your account does not own any sites on WordPress.com, and based on the account history you haven’t had any sites with us for the 4 years your account has existed. This tells me you signed up for a Gravatar.com account via another service – that explains the number appended to your username as your username was auto-generated by whichever service you used to sign up. You can change this username from the account settings page:
https://wordpress.com/me/account/
This also tells me that your site is hosted by another service. If you give me the URL of your site I’d be happy to help you figure out who that is.
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The fact is that I have been paying WordPress for the domain for several years and can prove this with my bank statements. I just received a renewal notice in my email to renew and here is part of it:
This email is to notify you that the following product(s) is set to expire on the date(s) listed:
PHYLLISALBERICI.COM – Oct. 19, 2016
ICANN, the Internet Corporation for Assigned Names and Numbers (and/or the associated ccTLD authority), requires that we send this renewal notice before a domain’s expiration date. Please note: If auto-renew is enabled for your product(s), we’ll automatically attempt to process a renewal for you before the expiration date(s).
You can renew your product(s) or verify that auto-renew is enabled via the Purchases section of your WordPress.com dashboard.
Imagine my surprise! While continuing to pay for service I’m locked out of my paid for account. I have no idea how this mess happened but it wasn’t of my making. I signed up with WordPress and have had activity on the site, contrary to what you are saying. I originally signed up for a free account and then upgraded and have paid that every year (why else would I have a renewal notice?)
I never signed up for a Gravatar.com account, whatever that is. I am a paying customer who has gone for a year trying to get help for this and receiving none. I want access to my paid for account. This being locked out happened all at once. I have correspondence going back to 2012 with my paid account. Please fix this.
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@phyllisalberici575722054
That domain is registered to WordPress.com, but it belongs to the username, dispatchesfromeden. If that username belongs to you, please log in as that username and you’ll be able to make changes to your domain or contact us for a cancellation and refund.
If you don’t remember the password for that username, you can find our account recovery options here:
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The best way to contact us is at https://wordpress.com/help/contact
For paid users, Monday to Friday and depending on availability you can start a live chat with us there, and otherwise email. For unpaid users, that form will help you create a new post in the forums. The forums are staffed mainly by volunteers, but threads that need staff attention can be flagged for us using the “modlook” tag.
This week live chat is not available, but as of next Monday support will be fully available again as normal.
- The topic ‘Disappointed in lack of customer service’ is closed to new replies.
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