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Wix Support doesn‘t read mails correctly (not the first time)

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Hello there. I am really disappointed. I pay so much money and your support doesn‘t read my mails correctly.

First of all you just send me standard mails with urls to pages I can google and find by myself.

I wrote:

And your answer really was:

I mean: IT IS ALSO WRITTEN IN THE SUBJECT LINE!

Really sorry – but wtf is wrong with you guys? I even attached screenshots with codes and examples. Really. WTF?!

And that‘s not the first time that you a) didn‘t read mails correctly or b) don‘t answer at all or c) if there‘s a problem you can‘t fix at the moment you say it will be added to the wishlist what means to me: „Wait five years – maybe it will work then but just maybe.“

Give me just full access to the whole javascripts, HTML and everything else. Not just parts of it. I want full access to everything of my site because the most problems I could fix on my own with just googling the questions if I had full access to style and code sheets and everything else. I pay enough money. Really.

8 comments

8 Comments

cyliacr

Mar 25, 2019

Berd I love your comment "it will be added to the wishlist what means to me: „Wait five years – maybe it will work then but just maybe.“ ....so true from wix ! ha ha !

Simona G.

Mar 25, 2019

Replying to

@cyliacr Wix Blog team is doing their best to deliver the product that satisfy user needs. If some feature takes more time, it means there are valid reasons for that - the solution can be very technically complicated and requires time; there are often dependencies on other teams at Wix; priorities are shifting etc.

We appreciate Wix Blog users engagement and feedback on the Wix Blog Community forum. All the constructive feedback is of great value for us and helps us towards making the Wix Blog experience to be perfect for users needs. In the Blog Community forum we welcome constructive feedback and criticism, but we do not welcome disrespectful comments. Please keep the respectful communication tone when addressing other Wix Blog team members or other participants of this forum.

cyliacr

Mar 25, 2019

Replying to

@Simona Griskute I don't see anything disrespectful in quoting other customers comments to let them know they are not alone and we share the same experience, if this is how we feel about the service we receive. This comment has been rightfully made by @Berd Schlüchter ! I have also contacted Wix support on many occasions and, as he mentionned, I never received any helpful replies (only standard emails) I always had to find solutions by myself in the end (and sometimes was not able to resolve the issue and had to cope with it, and waste a lot of time for this). It is not disrespectful to say what we think and how we feel as customers. And if you do not want to hear about your customers opinions or comments, then I do not see a point having a "community".

Simona G.

Mar 25, 2019

Replying to

@cyliacr We do want to hear Wix customers opinions and we accept all constructive feedback in a tone of voice that is respectful to the team that works hard to deliver the features users need.

We want to keep the fruitful communication with the Blog users, however, when your voice in all your comments is claiming hate, it is hard to keep it that fruitful way.

grafik

Mar 25, 2019

Hello Simona,

Unfortunately it is the normal way how the support answers. In the last six months, I've made several requests to the support (I look after several Wix websites). And always comes first a standard answer, one waits for a long time for answers and is helped only rarely. Wix urgently needs to work on his support! Example: One of my clients gets an error message from Google Search Controle about Hreflang tags. I submit a request to support and attach screenshots of the error message. As an answer, I get the info:

It is unfortunately not possible to install Hreflang tags on pages from Wix.

I know that myself! But where does the error message come from? What shoud that? And so it happens all the time!

Simona G.

Mar 25, 2019

Replying to

Thank you @grafik for sharing your experience, there's definitely a space for improvement and I'll definitely pass your comment to the support department.

Simona G.

Mar 26, 2019

Replying to

Hi @grafik,

could you please write the ticket number of the irrelevant support reply (or of several cases) - it will help us investigate better. Thank you!

Simona G.

Mar 25, 2019

Hi Berd,

thank you for the feedback. It was passed to the relevant department and agent who provided you the generic answer. This is not the quality of support we aim to provide to our customers and we are working to ensure it won't happen in the future.

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