Just a general point about WP Support
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My point is simple. WP, basically, do not respond when you contact them.
This is understandable in a way. They can’t deal with everybody. But occasionally it means that they are sweeping an issue under the carpet.
Take the most recent security breach. Matt writes a nice post explaining what happened. Everybody tells him they love WP. And then he basically closes the public Forum discussion – having explained practically nothing – and says people should contact Support directly if they have issues.
Why? Wouldn’t it be easier and far more efficient to explain the risks to which members have been exposed via a public Forum? If you DO contact Support, as I did, you don’t get a reply.
The blog I need help with is: (visible only to logged in users)
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Pretty much everything about the breach was revealed in http://en.blog.wordpress.com/2011/04/13/security/
It appears that only our source code was exposed and copied, your blogs were not accessed, and your passwords are safe, but you’re more than welcome to change your password if you are concerned.
I wouldn’t say we’ve explained nothing. Rather, we explained everything, and there really isn’t much more to discuss.
We’ve closed it off now as the discussion on issues like this can quickly get away from the point at hand. Users will begin to post comments suggesting that it’s their ex-husband out for revenge, that this is somehow related to the day their high school friend figured out their password was in fact “password,” or simply re-iterate questions that were already answered.
We ask users to contact us directly so that we can keep the signal to noise ratio to a minimum.
Regarding that, we do our best to reply to everyone, though I suppose some may have slipped through the cracks, especially during the initial barrage of support tickets. When did you submit your support ticket?
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In that case, it was probably lost. :(
Please feel free to contact us again if you still have questions.
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