Formal Complaint re:WordPress.com Support

  • Unknown's avatar
    jamalnichols · Member ·

    Hi, I’d like to log a formal complaint regarding the wordpress support team. 

    Over the last month or so, the quality of the support has degraded significantly. 

    It used to be that whenever I connected to WordPress support, I spoke with people who seemed like “real” people with personalities, who have been working with WordPress for years, have a genuine interest in helping, and a deep understanding of how WordPress systems work. 

    In my last two major support interactions, the support team left my site in a worse state than before I contacted them. 

    In other more minor support interactions, it felt like I was talking to people who clearly have no idea what they are doing, and no agency in their behavior. Multiple times they just flat out disappeared without solving my problem.

    It feels like support was outsourced to some IDGAF tech center in a low-cost market.

    This is really bad, and if it doesn’t change soon, I’m switching to a different provider during my next renewal cycle because this is just absurd.

    Best,

    J

  • Unknown's avatar
    jamalnichols · Member ·

    Update: After my last support interaction with WordPress.com, they once again left my site in a worse state than before. They disabled critical plugins without letting me know of their changes, and their response on what was the problem with my site amounted to “we don’t know but it might be cloudflare”.

    I’m really pissed, but it looks like the reality is that wordpress.com laid off all the talented support people and outsourced to some tech center elsewhere. So I will adjust to this reality and move to a different provider once my contract period ends (or possibly sooner)

  • mgozdis · Staff ·

    Hi Jamal! I replied to your ticket via email. There are multiple issues currently:

    • Cloudflare is blocking XML-RPC which is preventing Jetpack from working correctly.
    • Edge cache is disabled and cache is also being aborted entirely due to at least the wp-user-avatar plugin setting a cookie on every page load. This cookie is called ppwp_wp_session. This is causing performance issues, including a slow TTFB.
    • The grow-for-wp plugin is currently throwing a fatal error, causing the site to display unexpectedly. This is a known issue with their plugin and developers have no ETA for a fix. We’d recommend deactivating the plugin until they release a fix and update: https://wordpress.org/support/topic/critical-error-with-grow-for-wordpress-plugin-on-rest-api-and-wp-cli/

    If you can please check and reply to the email, I can work on resolving these issues with you directly.

  • Unknown's avatar
    jamalnichols · Member ·

    Just had another obscenely terrible interaction with your Bangladeshi tech support center.

    The person didn’t understand my problem, and didn’t answer any of my questions. It was impossible to have any sort of discussion with them around solutions.

    This is absurd! Is Mike the only person left in Support after the layoffs who knows how WordPress works?

    Every time I interact with these morons from your outsourcing center, I want to punch a wall. They lack technical skill, empathy, and basic reading comprehension in moments when people need help the most.

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