Is WordPress support always this bad?
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Just wondering if anyone else is having the same experience with the so-called “Happiness Engineers” for WordPress, who seem to never be available or force you onto email support, offer promises to reply by certain times and then singularly fail to do so. This is genuinely some of the most frustrating support I have ever experienced and quite frankly rude.
The blog I need help with is: (visible only to logged in users)
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It’s promised as 24-hour support, but no one ever seems to be available beyond a certain time. I’d honestly not recommend this platform to anyone on this basis, especially when you dare to take out a hosted solution.
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Hello,
Thank you for sharing your frustrations, and I sincerely apologize for the delays and the experience you’ve had so far. I completely understand how important timely support is, especially when it comes to your site and domain.
I want to assure you that I have personally escalated your issue with our domains team, and they are actively looking into it. Although we aim to provide 24-hour support, there are times when our availability may feel limited, and we are continuously working to improve that.
Your patience is truly appreciated, and I will follow up with you as soon as I have an update. Please feel free to reach out via live chat or email if you have any further questions or concerns in the meantime.
Thank you for being with WordPress.com.
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@richard9c73454728 Are you logged in to the correct account as I note this account was created in March yet the domain you mention was registered in February.
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Yes it is always this bad. My domain was registered on WordPress and set to client hold status in July, and I have not received a response until today.https://wordpress.com/forums/topic/domain-under-clienthold-missing-from-dashboard-need-help/
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I can understand your frustration, waiting on replies when your site or domain is affected can feel really stressful. Just to clarify though, this forum is mainly community-driven. Staff (Happiness Engineers) do step in, but most responses come from other WordPress.com users and volunteers. That’s why response times may not feel like 24/7 live support.
If you’re on a paid plan, you can always use the direct support channels (live chat or email). For free plans, adding the modlook tag can flag staff attention here in the forums.
It’s not perfect, but usually you’ll get faster results by:
Posting with clear details (plan type, domain status, exact error).
Making sure you’re logged into the correct WordPress.com account (as @themagicrobot mentioned).
Using the direct contact page if your plan allows it.
Hopefully that helps set expectations a bit and I do hope your current issue gets sorted quickly.
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@richard9c73454728 up until about 2 years ago, the support and staff response was excellent. These days I don’t think WP, or staff, care.
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Hi @richard9c73454728, I get your frustration waiting on replies when your site/domain is affected can feel stressful. Just to clarify:
This forum is community-driven, most replies come from volunteers.
Staff (Happiness Engineers) do step in, but for 24/7 direct support you’ll need a paid WordPress.com plan: Contact Support.
If you’re already on a paid plan, make sure you’re logged into the correct account before starting a live chat/email.
If you want staff attention here, adding the modlook tag can help flag your thread.
Hope this sets expectations a bit and your issue gets sorted soon.
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To clarify, I came to here after growing exasperated with the support on a paid plan, where they simply do not reply on chat threads or you just get told no one is available and they will respond by email, which can take weeks.
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Hi @richard9c73454728,
I completely understand your frustration not getting proper support despite being on a paid plan is very disappointing.WordPress.com’s official forums are community-driven, so reply times and quality vary. While paid plans promise 24/7 support, in practice delays happen, especially with email support. Live chat responses also depend heavily on staff availability.
I recommend:
Clearly stating your account details, plan type, and domain issue in your support request.
Using the Contact Support page if you are on a paid plan.
Verifying your account login so requests route correctly.
It seems WordPress’s support system could use better transparency and responsiveness. Keep escalating your issue posting in forums alone may not be enough.
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I couldn’t agree more with what @mukeshoad shared.
Regarding the original issue, I see my colleague has replied regarding the original issue you reached out to us about. You can reply to their email if you have any doubts regarding the information that was shared.
I’ll go ahead and close this thread, but you are welcome to share further feedback with our team.
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