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I have sent in two tickets regarding website issues with no response from site support. It is going on four hours now and still no response.
I am sorry you are having problems with Support. I can't say I have experienced the same thing.
Elke
Sometimes it can take a bit longer. Support may be busy, or your problem may take some time to figure out.
I am sure they will answer you soon.
Elke
I think 4 hours is a a bit extensive with out at least telling me you are looking into the problem. I got zero response
You are right, Ingrid, but in my case, it takes already +6 months, and still, the problem isn't solved...
Yikes Shakida ...and, here's another member with the same issue: My main menu is not displaying properly on my homepage?
yes i spoke with her in live chat. She said that shes been waiting since 3pm her time shes two hours ahead of me. which means she has been waiting 6 hours as Apache said below in another comment from site support.
Wow, they usually solve my issues very quickly, Ms. Kida! I hope you get your problem solved soon!
Jeff
I agree. But I do have a second website out side of wa that I can transfer all of my articles and stuff to
I had an issue for site support to fix and eventually they did fix it but it took over 6 hours before it got done.
Why? because I feel some of the site support team have either no clue or need the authorization to be able to fix things which is wrong.
After a couple of hours, I had to send a further reply to my ticket on what is happening as they didn't respond after the first two hours.
This is the answer I got (view image attached).
Then I had to wait longer and wrote to them again and then they said we are looking into this which is the general reply
Not all of the support team seem fully knowledgeable and most often they act more like admin than technical support.
i suggest to response to them again in case they over looked your ticket or forgot about it.
Yea thats normally what the would send but i have gotten nothing even with a recent ticket. This will be a third ticket I will be sending in next. But okay.
Yep this is not the first time I got a similar message so not sure who the senior admin person is outside of Carson but in reality this is not the 24/7 site response we used to have years ago they were efficient and always responded at least within 5-10 mins max.
Laterly as you can see for yourself and mine and I am sure others as well this is not the case these days. Last time I read there were about 28 people on the site support team so not sure what they do if this is the response been given that is when they respond.
Granted they do eventually fix the issue but it seems only a very small number of the team know what they are doing or perhaps it is all up to Carson to fix this which is unfair he shouldn't be doing all the work.
That is what the team should be about
No it isnt there arae three other members who are dealing with the same thing as I am now. You make four
Totally agree Carson is great but there are limits on how much time he has with other things in life including his family.
Fortunately, i haven't had many issues with my sites this last one about 5 days ago was the first in over a year and I noticed a big difference with what or who can do things efficiently within Site support which is disappointing.
Hello, Andrej - I don't remember how many times I got this message. A lot of times anyway. I feel like they just brush me off. I'm still waiting for a proper answer regarding GSC problems. I already did this 6 months ago, but there was never an appropriate answer. As a Premium Plus I would definitely get priority treatment. But in the meantime, I have become very suspicious, and I sincerely hope that WA will do something about it.
Wow! Im just waiting on appropriate access to my site again and ill be transferring all of my articles and videos to my back up website out of wa.
Sorry you are also going through thus Peter.
One thing that still bugs me is this so-called priority treatment that plus members are supposed to have.
Never seen this happen. Perhaps that only applies to the super affiliates who knows.
I am a plus member but the response I get as you have read certainly doesn't show any priority treatment they state.
No one including a plus member should have to wait over 6 hours to get the issue fixed, let alone write back to them to get that same response as I have shown.
This is not how is used to be and that was before the plus membership came into being.
I guess. But I most definitely will back up my work to my other site and to my LinkedIn profile. I wonder if I can do that now through Google console? đ€
I've just sent a ticket to Support to say their assistance sucks. I've been waiting for 6 months now to get those GSC issues resolved. They act like their noses are bleeding.
That has got to be the most short-sighted comment you could send to a team that is literally in charge of keeping your sites working. And not just yours... thousands of websites here at WA, keeping them all running, fixing countless problems every single minute that are created by and large by the operator of the site, nonstop answering and fixing, answering and fixing, answering and fixing⊠endless questions every single hour, many of which make zero sense, and so many that have absolutely nothing to do with website support. These aren't call takers, they're the literal engineers. They do this all this for us completely in the background with little to no praise.
A little awareness, man.
Everyone, of course, is entitled to their own views. If, however, after a period of six months you still have not received a response that meets your needs, I would like to know if you will express your gratitude to them for the help that they have provided... If you look through the most recent messages, you'll discover that a significant number of other people are equally unhappy with the service they receive. Consider it another possibility. You appear to have quite large blinders on.
If it took six months then you could have either sent them another ticket or let Kyle or Carson know about it.
It is different waiting a few hours but six months it would have been best to take further action with the suggestion given above.
Hi, Andrej - Sorry, but I've sent hundreds of tickets to support in those 6 months. I always got meaningless answers. Today I sent another ticket, but now they just send me a link that I have to open and try to solve the situation myself. What a fantastic help.
See more comments
Why is site support not answering the tickets?
I have sent in two tickets regarding website issues with no response from site support. It is going on four hours now and still no response.
Hello Shakida,
I put in a ticket the other day, and it took a few hours, but I received the same standard of care as usual.
I think they are just slammed right now. They could be busy with all of the updates that they are implementing.
Have a wonderful weekend!
More than likely but I at least expected a auto-response saying that they are looking into it. I did not even get that. Idk I contacted kyle and that is only when site support responded. But I got access to my site now. So, I am happy. :)
I am sorry you are having problems with Support. I can't say I have experienced the same thing.
Elke
Sometimes it can take a bit longer. Support may be busy, or your problem may take some time to figure out.
I am sure they will answer you soon.
Elke
I think 4 hours is a a bit extensive with out at least telling me you are looking into the problem. I got zero response
You are right, Ingrid, but in my case, it takes already +6 months, and still, the problem isn't solved...
Yikes Shakida ...and, here's another member with the same issue: My main menu is not displaying properly on my homepage?
yes i spoke with her in live chat. She said that shes been waiting since 3pm her time shes two hours ahead of me. which means she has been waiting 6 hours as Apache said below in another comment from site support.
Wow, they usually solve my issues very quickly, Ms. Kida! I hope you get your problem solved soon!
Jeff
I agree. But I do have a second website out side of wa that I can transfer all of my articles and stuff to
I had an issue for site support to fix and eventually they did fix it but it took over 6 hours before it got done.
Why? because I feel some of the site support team have either no clue or need the authorization to be able to fix things which is wrong.
After a couple of hours, I had to send a further reply to my ticket on what is happening as they didn't respond after the first two hours.
This is the answer I got (view image attached).
Then I had to wait longer and wrote to them again and then they said we are looking into this which is the general reply
Not all of the support team seem fully knowledgeable and most often they act more like admin than technical support.
i suggest to response to them again in case they over looked your ticket or forgot about it.
Yea thats normally what the would send but i have gotten nothing even with a recent ticket. This will be a third ticket I will be sending in next. But okay.
Yep this is not the first time I got a similar message so not sure who the senior admin person is outside of Carson but in reality this is not the 24/7 site response we used to have years ago they were efficient and always responded at least within 5-10 mins max.
Laterly as you can see for yourself and mine and I am sure others as well this is not the case these days. Last time I read there were about 28 people on the site support team so not sure what they do if this is the response been given that is when they respond.
Granted they do eventually fix the issue but it seems only a very small number of the team know what they are doing or perhaps it is all up to Carson to fix this which is unfair he shouldn't be doing all the work.
That is what the team should be about
No it isnt there arae three other members who are dealing with the same thing as I am now. You make four
Totally agree Carson is great but there are limits on how much time he has with other things in life including his family.
Fortunately, i haven't had many issues with my sites this last one about 5 days ago was the first in over a year and I noticed a big difference with what or who can do things efficiently within Site support which is disappointing.
Hello, Andrej - I don't remember how many times I got this message. A lot of times anyway. I feel like they just brush me off. I'm still waiting for a proper answer regarding GSC problems. I already did this 6 months ago, but there was never an appropriate answer. As a Premium Plus I would definitely get priority treatment. But in the meantime, I have become very suspicious, and I sincerely hope that WA will do something about it.
Wow! Im just waiting on appropriate access to my site again and ill be transferring all of my articles and videos to my back up website out of wa.
Sorry you are also going through thus Peter.
One thing that still bugs me is this so-called priority treatment that plus members are supposed to have.
Never seen this happen. Perhaps that only applies to the super affiliates who knows.
I am a plus member but the response I get as you have read certainly doesn't show any priority treatment they state.
No one including a plus member should have to wait over 6 hours to get the issue fixed, let alone write back to them to get that same response as I have shown.
This is not how is used to be and that was before the plus membership came into being.
I guess. But I most definitely will back up my work to my other site and to my LinkedIn profile. I wonder if I can do that now through Google console? đ€
I've just sent a ticket to Support to say their assistance sucks. I've been waiting for 6 months now to get those GSC issues resolved. They act like their noses are bleeding.
That has got to be the most short-sighted comment you could send to a team that is literally in charge of keeping your sites working. And not just yours... thousands of websites here at WA, keeping them all running, fixing countless problems every single minute that are created by and large by the operator of the site, nonstop answering and fixing, answering and fixing, answering and fixing⊠endless questions every single hour, many of which make zero sense, and so many that have absolutely nothing to do with website support. These aren't call takers, they're the literal engineers. They do this all this for us completely in the background with little to no praise.
A little awareness, man.
Everyone, of course, is entitled to their own views. If, however, after a period of six months you still have not received a response that meets your needs, I would like to know if you will express your gratitude to them for the help that they have provided... If you look through the most recent messages, you'll discover that a significant number of other people are equally unhappy with the service they receive. Consider it another possibility. You appear to have quite large blinders on.
If it took six months then you could have either sent them another ticket or let Kyle or Carson know about it.
It is different waiting a few hours but six months it would have been best to take further action with the suggestion given above.
Hi, Andrej - Sorry, but I've sent hundreds of tickets to support in those 6 months. I always got meaningless answers. Today I sent another ticket, but now they just send me a link that I have to open and try to solve the situation myself. What a fantastic help.
See more comments
Hello Shakida,
I put in a ticket the other day, and it took a few hours, but I received the same standard of care as usual.
I think they are just slammed right now. They could be busy with all of the updates that they are implementing.
Have a wonderful weekend!
More than likely but I at least expected a auto-response saying that they are looking into it. I did not even get that. Idk I contacted kyle and that is only when site support responded. But I got access to my site now. So, I am happy. :)
That is good to hear!