Ignored by Happiness Engineers. What should I do?
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I have a paid subscription plan, Explorer, which includes “fast support 24/7”. However, I’ve been ignored for 63 hours at this point, and I’ve given up hope that they will ever answer. Now my question is what should I do? I need an answer to my question and since I am being denied the service I am paying for isn’t that an issue as well? Is there a higher instance to contact? Do I have to request help outside of Word Press, such as BBB? Has this happened to anyone else? If so what did you do?
FYI: The question I asked was regarding the twenty-sixteen theme. I like this theme, especially the right hand side bar. However, it has an issue, and that is that the images are lined up inconsisitently on a computer screen (but not mobile), sometimes with the flow of the paragraphs and sometimes all the way to the left edge, which makes it look ugly. I asked about this about a year ago and they told me it was a bug they are working on. Now I want to know if they are planning to fix it, and if not I need to look for another similar theme. But perhaps there is a work around.
Anyway, that is not what I want to ask with this forum question. The purpose of my forum question is, what do I do to get their attention? I am afraid I will be ignored in the future as well.The blog I need help with is: (visible only to logged in users)
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I had sent in two ‘tickets’ a few weeks ago to their ‘fast support 24/7’ service, the only response I received was four days later in an email telling me I had asked in the wrong place, and that I should come here to the Forum. I’ve never been told that before. The other ticket I still have yet to receive a response. I managed to sort out one problem on my own, and the other problem sorted itself out after two weeks.
I’m sorry you’re going through this.
For what it’s worth, the images in your sidebar (the dogs) look fine to me. I’m using the latest version of Firefox, on a Windows PC.
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Thank you for your reply. It seems like you had similar problems. Since “fast support 24/7” is included with the Explorer plan I should be able to ask a person in the chat window or by email and like you I’ve done that before, a year ago, and it worked. If you have a plan with support you don’t have to go to the forum. I did not get a help response this time but I got an autmated reply saying that someone would get back to me within 24hrs. Well now it’s been 88hrs.
About my issue. It does not look good on chrome/windows pc and they acknowledged that this was a bug about a year ago. I just need to know if they are planning to fix and if not what similar theme I should be looking at.
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We apologize for the inconvenience caused to you. We have received a recent increase in support requests and are working to get through each request as quickly as possible. I have replied to your initial support email you sent to us.
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Hi @vkhphotos
For priority or prompt support from our expert team, these are included in our paid plans. For sites on a free plan, you can still receive support via our forums. If you do need any assistance, please feel free to create a new topic here: https://wordpress.com/forums/ and we can review it for you.
We have some more information about forum support here: https://wordpress.com/support/help-support-options/getting-help-in-the-forums/
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