WordPress.com Support response times / expectations
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I submitted a support request for a WordPress.com blog several days ago, opting not to include posting it to the forums for privacy’s sake, got a canned “Your message is flying through cyberspace to us as you read this. We will get back to you as soon as we can” reply, but have yet to receive any substantive of reply from a human.
The issue seems to have fixed itself, but I’m curious what kind of response we can expect we contacting support, and when/how we can expect to be replied to.
This is the first time I’ve had to use support and am not familiar with how issues generally get handled, especially those that are sent directly to WP support and not the forums. Does an open issue generate a ticket? Is there a way I can follow its progress? Etc.
Also, slightly annoyed not have heard anything from WordPress, esp. considering the “24/7 Support” tag they’ve hung out in front their support link.
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But I usually get a reply within 24 hours. So please be patient. I’m sure they get through many emails every day
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No “ticket” as such – usually they will just email back and forth if there is a need for more information –
I have seen many Posts here where people ripped the staff a new rear end for “not responding” and what had happened was that the staff had sent a request for more information several days earlier and the email from the staff was stuck in the spam filter folder of the person requesting the help. So you should double check your Spam filter.
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The problem did seem to autoheal itself, so I’m not waiting for them to reply to fix something still broken. I’m just more curious what to expect, etc., and a little annoyed not to have heard anything after three full days.
And apparently I’m still undercaffeinated this morning after re-reading my original post and realizing my grammar be broked up all it.
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Spam folder checked throughout for wayward messages. Nothing.
Again, my priority is just to understand response/expectations so when something big does go kaboom (which hopefully it never will), I know where to turn first and what to expect.
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5 days now and no reply. Glad I’m not actually waiting on something to get fixed by them. 24/7 what again?
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@cyphog, response times may vary depending on how many requests are ahead of you, but we have staff working around the clock. As WordPress.com grows (and it’s really growing!), we’re continuously working to find better ways to manage the volume. We love you guys tons!
Okay, also, I found your help ticket and replied to it. Notifications not working or temporarily not working are almost always because of either settings in the email client or at the email provider level, so auxclass’ advice to check the spam folder is the first best thing to do. After that (and this is for anyone else experiencing the problem too) it’s good to provide a very specific example for us to check up on including the URL for the thing you didn’t get notified about plus the email address where you expected to receive the notification. We will help you double check all details and then try to reproduce the problem and also see what else we can do.
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@designsimply, Thank you for (both) replies.
As stated above in the thread, the problem seemed to only happen once and fixed itself afterwards. Yay for random ghost in the machine autohealing!
Also, as stated in my email to support, I did check my spam folder before opening a ticket. This wasn’t an issue of spam filters at either the client or provider levels. I don’t have any filters set at the domain level for the email account in question; instead forwarding all email straight to a gmail account, whose spam folder I check daily.
<soapbox> I have been in web development for a long time, and part of my job requires end user hand holding over sometimes minor and/or imaginary issues that they claim are “end of world” problems but I know are non-issues. So I try to be as cognizant as possible about ghost issues and make sure I’m confident it’s not something on my end before submitting a ticket of my own. I don’t always get that right, but I understand where most support people come from on issues like these. </soapbox>
All of that is why I emailed support with my issue.
Fortunately, I only saw this issue with one post and subsequent posts’ email notifications have come through successfully. Yay!
Unfortunately, it’s too bad I had to create a thread asking where support was and what to expect from them when it comes to general responsiveness when, regardless of the ticket or issue, I should’ve received a reply to my ticket by now w/o having gone this route. Also, I’m slightly annoyed that both responses from WordPress have been to imply, in part, that it’s probably/usually/most likely/definitely an end user issue of some kind, which I made a point of addressing in my original ticket in the hopes of avoiding such dismissiveness.
Still, thank you again for the response(s). I have a better idea now what to expect.
P.S. Sincere apologies if this comes across overly snarky. It wasn’t intended to be (overly, that is), although it probably was in the end. I appreciate the quality of the WordPress blog suite, esp. that it’s free for basic blog implementation, and understand free comes with limitations at times.
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