What's the Procedure for Escalation?
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What’s the procedure for escalating a problem to someone who isn’t going to close the ticket because he can’t face the facts that he’s not helping but making things worse?
I can only suspect the shoe fits someone.
And Yes, I’m serious. What’s the procedure for getting actual help with WP?
https://wordpress.com/forums/topic/the-new-block-editor-is-crap/
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Hello there,
Many thanks for reaching out.
You can reach out for help here: https://wordpress.com/help/contact
Email or live chat support is available for users on paid plans:
https://wordpress.com/support/help-support-options/.
If you share your questions, we’ll be more than happy to advise here.
I hope that helps.
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@aleone89 — thanks. I think the post I linked to says all that needs to be said about how a handful of us users feel we’re being treated when we bring up concerns.
This is the post I made:
https://wordpress.com/forums/topic/the-new-block-editor-is-crap/Yes, I think the block editor is crap — and Yes, that is the nice way of saying it because that doesn’t begin to describe how much I detest that thing. But as I pointed out in that post, I don’t expect WP to give an airborne act of copulation about what its users think.
What, frankly, pissed me off was the attitude of the so-called “help”. Supernovia came in and spammed the post claiming none of the complaints were specific enough. And when I pointed out the complaints were actually specific and the so-called help was ignoring what the users were saying, she locked the thread.
https://wordpress.com/forums/topic/the-new-block-editor-is-crap/#post-3655130
A veteran WP staff member shouldn’t be so damn thin skinned as to be unable to face the truth… or criticism at the very least.
No, I don’t expect her to change anything (I definitely don’t expect HER to change anything; she struck me as remarkably incompetent).
No, I expect WP will still force this godawful dumpster fire on the users that stick around. I haven’t seen anything in the time I’ve been on WP to indicate they give a rip about user experience. Which is THE major complaint about this stupid Block Mangler.
But when your staff members just put their hands over their ears and scream “lalalalala” so they don’t have to hear what’s being said… well, as I pointed out in my post: It’s an example of the sort of things that make people hate software, make them resent using it, and it makes your developers look out of touch with reality — the end user. Because they are.
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Hello there,
I’ve taken a good look at the previous post, and I get the feeling that WordPress.com perhaps isn’t the right solution for you anymore.
The reason why I say this is because, it sounds like you use the Classic editor in a very specific way by composing your posts in HTML Text editor, rather than visually.
Thankfully, WordPress has a self-hosted option, where the skies the limit in terms of what you want to do with it – and installing the Classic editor plugin on a self-hosted installation, might be of interest. https://wordpress.org/plugins/classic-editor-addon/
Please see more about self-hosted WordPress here: https://en.support.wordpress.com/com-vs-org/
The classic editor plugin can also be used on the business plan here at WordPress.com too.
You may wish to look into using the self-hosted option – or a different CMS altogether if you’re no longer satisfied with WordPress as a whole.
But when your staff members just put their hands over their ears and scream “lalalalala” so they don’t have to hear what’s being said…
I can’t really see that this is the case here, having gone through the support history – so we can beg to differ on that.
I will say as an advisory, when it comes to support, it really is a two way street, and as a rule of thumb, the best outcomes come from the most civil and well mannered of replies.
I hope this frank and honest response is food for thought and that you do wish to use WordPress, in any form – but understandable if you would like to use something else at this point.
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What a shocking development! Who would’ve guessed you didn’t find anything wrong with the attitude of the support staff?!
Color me surprised.
You may as well lock this post so you don’t have to hear any more opinions that might suggest the WP ‘help’ could use some improvement.
I mean, to suggest that is clearly being abusive to the community or some such nonsense.
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