Challenges with WIX Customer support and how to provide feedback

[Randall_ORCHESTRADOR]

Discussion:
WIX Support and how to provide feedback.

What are you trying to achieve?

Hi everyone, does anyone know how to provide WIX support with feedback?

I’ve just been having lots of issues with the quality of support:

1- When you create a ticket, manually or via call, they do their best to reply fast and close the ticket, meaning they don’t actually properly investigate or ask you questions; they make a ton of assumptions, and it seems like their only goal is to close the ticket and not actually to provide a solution or workable workaround.

2- When you create a ticket, they close your ticket without an actual conclusion, and I realised that they must create a new ticket internally because sometimes I do hear back, but how can I manage my questions and issues when they close my tickets?

Additional information:

Perhaps my expectations are high because I have many years of experience managing software and IT support. Still, if I have this experience, with my IT background, meaning I usually provide a lot of details when logging a ticket, I can only assume that people who don’t have so much tech experience are having an even worse experience than me, being given empty, meaningless responses.

For example:

Currently, I have an issue that when an old form is submitted, the following happens:

1- The data gets added to the submissions table
2- Then, a notification is supposed to be sent and added to the inbox with a summary of the responses (This happens sometimes, it is unreliable)
3- An automation is triggered to send the data to a Google sheet (This also happens sometimes; it is unreliable) (Oh, and that only has to happen because the form puts the data mixed up, meaning the submissions table puts the columns is a random order - WIX Forms already told me, sorry, we won’t fix that)

Anyway… WIX support response was … clear your cache… seriously… your system gets the data, and the internal workflow fails (sometimes), and it is because of the end user’s cookies… really?

Maybe it is just me… but this is an insulting answer… they are hoping I just don’t get it, and that will shut me up…

I understand that sometimes issues are complex, but we, as paying users and partners, should at least get enough respect to get a real answer.

Anyway, if someone knows how to give WIX support feedback, please let me know. I would also be curious to know if anyone else faces issues like me.

Thank you!

Randall

[noahlovell]

Hey @Randall_ORCHESTRADOR!

Thanks for sharing your feedback and experience. I’m going to move this over to the Feedback category.

I know at the moment in the Customer Care Tickets part of the workspace, tickets are sometimes shown as “Closed” when the issue is still “Open” in the eyes of users. This currently reflects an internal process and may not mean the ticket is fully closed, just that it might be with another team etc. The team is aware of this and how it’s confusing.

In the meantime, I’ll send you a DM to get some more details about the ticket. I’d also recommend asking in the forum too, there are a lot of knowledgeable people who may already have faced a similar experience and know the answer.

Have you found a solution for the issue you’re facing?

[pamela]

@Randall_ORCHESTRADOR Hey! Just letting you know this feedback was seen, and I have noted it for our teams. The confusing “closed ticket” status has been mentioned by others as well, so it’s good you brought it up for more visibility.

[Randall_ORCHESTRADOR]

Thanks @pamela ,

To be honest, I wouldn’t just call it confusing, it shows a disregard for the customer experience. Whomever came up with the process and configuration didn’t take the time to think of the customer and that’s concerning.

With that said, thank you for taking the time to look into it.

[Zalan_Meggyesi]

I just provided some rather strong feedback to Wix about their customer support.

For context, I’m having a technical issue that stems from an edge case in how Wix’s rendering engine interacts with proxy services.
Wix’s support team was adamant in not providing support for third-party services - which is fine and understandable - despite my insistence that I am the developer of the third-party service they’re referring to and I had to restate that my problem is with Wix itself, not the proxy service.
Furthermore, they refused to even acknowledge my points even when I provided exact function names and line numbers from their source code related to the issue, and finally closed my ticket without a resolution whatsoever.

As I’m in the same shoes as you - managing a technical support team, among other duties - I feel this dodging the customer’s points and refusing to acknowledge their problem is not something that inspires confidence in the support service or the platform itself.

[Randall_ORCHESTRADOR]

Hi @Zalan_Meggyesi

I feel your pain. I have noticed that if you eventually get to the right person, at least you get a logical answer, not a good answer, but at least one that makes sense.

• Their level 1 support is okay at basic functional support but very limited at understanding technical problems.
• Their level 2 (Which they have never call themselves that, but I can only assume based on the fact that Level 1 says, "We have escalated your ticket): They are bad; they do everything in their power to make it look like the problem is you and the system works well. Not sure if this is their strategy to keep less knowledgeable clients quiet, but it is absolutely terrible.
• Thier level 3 (If you are lucky to push enough to get to them): At least have a reasonable level of technical and software support understanding, again, their answers make sense, but, most of the times like 9 out of 10, they have said to me, “Yes, that is a bug” but we will not fix it… again… seriously…

I understand that the WIX terms and conditions say that the software is “as it is” meaning they provide no guarantees on quality BUT, shouldn’t they be doing their best to provide great support and learn from client feedback? It is obvious they do not do nearly enough QA as needed, so if you are using your customer base as QA… you should listen to them.

Regarding your particular issue, well, they advertise WIX Studio as being super friendly with developers, so to me, it is incredible that they don’t have a specific support enablement team to help developers do what they promise their tool will do.

I hope someone will listen eventually and make improvements.

[Zalan_Meggyesi]

My biggest pain point with that - and it’s all fresh, since I just finished writing up a forum post about it - was that I felt like going around in circles, since each ticket was answered by a different person, who apparently neglected to read the thread so far, so they kept coming back to the same conclusion I already refuted at least four times.

To me, that just spoke of no effort to actually understand the user’s point of view and as someone who has duties around the same area, that just makes me angry.

[Randall_ORCHESTRADOR]

Oh yeah… I never understand why there is always a new person responding, and yeah… they don’t read the ticket history. Still, I’m guessing that they don’t write internal notes… again… they manage support very unprofessionally!

[user1231]

Today, Wix took my website offline, because I have not renewed my “premium plan” for this year. Not because of negligence on my part. On the contrary! On November 19th I discovered that Wix cost me thousands of euro in income because for a very long time potential clients were trying to reach me through the contact form of my website but the messages were not being forwarded to my personal email address, and I was therefore completely blind to them. It took many emails and various “tickets”, with Wix support staff unable to figure out how the no-notifications problem was created from their side (notifications were enabled by me years ago, put apparently were not functioning) and I AM STILL WAITING for them to escalate my request to the financial department, where I am asking for a return of the hundreds of euro I have paid to Wix over 4 years for renewing my website, while losing so much money from potential clients (that I cannot recover) who by now wrongly believe I am unresponsive and unprofessional. Do you know of any one who has taken legal action against Wix for this irresponsible and terrible customer care?

[pamela]

@user1231 We hear your concerns; thank you for sharing. Since this issue is related to account billing and already has a ticket open, I’d encourage you to follow up with the team on the ticket directly, as they’re best equipped to help in this regard. I’ve also pinged the team internally to see what’s happening here.