Is Support actually using email or just the Forum?
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I am wondering if WP Support is actually still sending email responses, or just using the “Staff Answers” forum these days?
If the latter, pretty crappy idea – I have better things to do that just monitor that forum. If not, I have now been waiting 15 days for a response – and yes, I have an upgrade.
That must be some backlog.
The blog I need help with is: (visible only to logged in users)
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Chronic backlog is a severe condition that affects judgment, decision making and other mental processes. Difficult to cure, because of the underlying causes.
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Shall we say very annoying?
I do wonder if there is a cure for the causes, although I tend to think there is only one cause………
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Cause analysis outside specialized treatment centers is not recommended, as it tends to aggravate the patients’ condition and may induce other acute symptoms such as an urge to close threads or move them to off topic.
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Despite being partially closed, all Happiness Engineers are working to respond to all support cases that we have received, including the emailed support requests.
Sorry for the delay!
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Correction: Happiness Engineers are currently working to respond to all support cases from upgrade holders. The others will have to wait until the backlog is cleared.
Or am I misinterpreting the information I have received?
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No, we’re responding to all support requests, even those from users without upgrades. We just are not able to take on new emailed support cases from users without upgrades at time.
Anyone who has submitted a support request via the contact form, regardless of upgrades or not, will receive a reply.
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So in essence nothing has changed for user without upgrades from the way it is on the previous weekends when Staff closed the support link for use to all members. The change is that those who do have upgrades note: time sensitive ones for cancellations and refunds (domain mapping, premium themes, bundles, etc.) can access the support form, enter their details and the date on the support tickets will be dated within the timeframe allowed for cancellations and refunds.
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No, it’s a bit different.
Anyone who has purchased an upgrade from WordPress.com, regardless of when, will be able to see the contact form at http://en.support.wordpress.com/contact/
Everyone else, users who have not purchased upgrades and users who are not logged in, will be encouraged to search the documentation and ask for help on the forums until we can re-open.
Anyone who has already submitted a support request via the contact form, regardless of upgrades or not, will receive a reply.
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I always email directly, MacManx – does that mean I’ve gone to the end of the queue as you don’t know I am upgraded? Just to be sure. I have two support cases in, one since March 9 and one since March 13 (my time zone, Australia). The domain of the email is the same as my site domain.
I emailed because I send attachments to illustrate the issues raised.
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Still no response, even though staff popped by this thread. Understand it was the weekend, but what do I do?
This is so frustrating – if I re-submit via the contact form, I can’t attach the information required, emailing again is not advised as the problems will go to the back of the queue. In the meantime my site is being impacted, as far as I can tell, negatively by the two problems reported.
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No, your emails are still there. We are handling all emailed cases from oldest to newest and will respond via email as soon as we can.
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Thank you for the update. How far behind are we? Or should I say when may I expect a response?
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I can’t give any exact estimate, but you will probably get a reply to your oldest ticket within the first half of this week.
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Thank you MacManx. At least I now have confirmation I haven’t been lost in the system. :)
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Hi MacManx, it is now Thursday of this week and still no reply. I realise it is only Wednesday afternoon in the USA, but also your staff work all over the world, so I assume time zones shouldn’t be too much of an issue.
It is now 20 days since the first ticket was submitted. :((
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Also, I did not mark this thread as resolved, so I have set it back to unresolved until my tickets are dealt with.
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