Has anyone had frustrated support case with Wix Support?

Ask the community
,
1

Everyone. Please accept my apology if I spam this forum. I have an urgent issue pending and I could find a way to get Wix Support to work on it. I read some thread when someone posted similar concern and Wix replied saying will DM him. Please if Wix team can contact me. LOL.

Question:
[Has anyone had frustrated support case experience with Wix Support? And How do you recommend to work with them so they can fix an issue that is affecting a production site since Oct 14, 2024?]

Product:
Wix Members Area

What are you trying to achieve:
I have a support case logged since Oct 14, 2024. The issue is impacting Member Menu on Public and Private page when viewing on desktop site (i.e on mobile phone, there is no issue). Currently my Members Area in for my production site is considered down since the member in broken. (broken becaus it is showing https:/www…com/path/{userName}/…)

I followed up and requested called back a few times. Everytime requesting to put an urgent, production site down. As of this writing now. There is zero update. (I just logged another one requesting for call back).

I am not trying to be arrogant here. I was heading global IT Infra & Ops for 16 years supporting global enterprise customers like Dell, P&G, Exxon, Google, Facebook. McDonald, with team located in 6 countries. I guess I am considered pretty familiar with SLA, SLO, Support SOP, RCA, etc. I know Wix stated SLO of Premium business plans and SLA for Enterprose plan. But I wonder what is the SLO like (Note: I just found out my my cases, initial case and the followup, are all CLOSED! Seriously?)

What have you already tried:
Follow with Wix Support and requested to treat this as urgent case.

Additional information:
Guess what? I just check the case status. All are CLOSE! Seriously? Wix close support ticket without notifying customer!

Note:If this question is monitored by Wix, I am more than happy to get on a call to figure out how we can collaborate to improve and resolve this production issue. PM me, email me, or call me. Contact information should be in my account.

2

Hi, Hongheng_Lau !!

Hello, I completely understand how you feel, :innocent: as I’ve had many similar experiences. Indeed, there’s been a lot of criticism regarding Wix support’s quality. Lately, there seem to be more topics in this forum expressing dissatisfaction with Wix support, especially since the shift to AI bot responses. That said, the type of issue you’re facing is probably one that can’t be solved through this forum, as it seems to be a problem that only Wix itself can address.

Since the issue has been ongoing for about ten days, it doesn’t seem like a temporary problem, so I think it’s reasonable to suspect that something more significant might be happening. Wix support may be closing the case, assuming it’s a random, temporary issue, but if the problem lies on Wix’s side, it is indeed an issue. Additionally, if this is happening with the Wix Member Area—a feature used on many Wix sites—there’s a risk that other users could face similar issues, so it’s something that shouldn’t be ignored.

However, we also can’t overlook the possibility that something specific to your environment is causing the problem. Over the past ten days, did you make any changes, such as installing new browser extensions, adding or removing Wix apps(or if you’re still using a Wix app that has been discontinued), editing custom code, or updating Velo programs? If you made any changes, try reverting them to see if the issue persists. Often, seemingly unrelated changes can cause Wix sites to behave strangely, so don’t assume it’s unrelated—try reverting anything that comes to mind. You could also restore your site to a version from before October 14th and see if the problem resolves.

If that doesn’t solve the issue, it might be a good idea to consult the forum manager, as they may be able to get in touch with the Wix development team directly to help resolve the issue. :wink:

3

Hi onemoretime,
Thank you for responding to me and providing your insights. Really appreciated it.

The latest good news is I think I nailed it by writing my own code to “fix” the member menu depending on login status and what member page the person is viewing (his own page or other’s page). Just need to test it more thoroughly.

If anyone had similar issue, I am more than happy to share my code if that is useful to you. (My code uses maasterpage.js and currentMember.getMember in the ‘wix-members-backend’ api). You can reach me on LinkedIn or get the contact from my site (www.circinonow.com).

For anyone curious about the status of the issue, please can read on:

Yes, I had been checking many things on my end to ensure this is not an issue due to my environment. I tried different browser, use incognito mode, clear cache, restart laptop. Checked on different laptop, and even run it on mobile phone with browser in desktop mode. All gives the same result. Frankly, none of these make sense to me as thr possible root cause. But I just do it anyway since Wix offer time will ask to do so.

For the part about restore. I have an habbit of duplicating my production site into another site then test some features on that duplicated site. I check that site which was replicated before Oct 14. Works! I also try to restore my production site to a date before that date. It is still giving me the same problem. Even if restore works. It is not a solution since they had been many new private pages created and lot of codes rollout since them. Restore means all these has to be redo from scracth. Wix does not have the capability to duplicate/copy &paste member’s page. The only way is to copy section/strip. And often time, that mess up the mobile view on that page.

As for installing new app. No new app installed for a long time. But there had been many new members pages and code on those package created since then. I also attempt to “reinstalled” member app but that was a dead end. Wix Member App is a completely new app with different design and concept. Even the way the member pages are located and the URL for the pages are completely different. Also, uninstall Wix App will cause it to delete all members pages created. That is a no go since 90% of my sites are on members pages.

Also, I managed to speaker to the shift cust support lady and her supervisor. Super nice individuals! Kudos to Wix.

Latest feedback was my tickets were accidently close by the expert team by mistake. The supervisor informed me he will escalate this cases and request the expert team to work on this urgenly. As of this writing, my inbox still has nothing from Wix. Not even a courtesy update email informing the progress. (Well, maybe this is their SLO. lol).

Last note. Just my personal thought. Don’t hold me accountable for this thought on the decision you made after reading this.

Lastly, I like Wix especially on the global infrastructure that they offer, and the platform that you can ride on to build the application/solution quickly. Having been in the IT Infra & Ops for 16 years, setting up our own colocation in US, China, and managing infrastructure for more than 10K servers to support the SaaS Supply Chain solutions for those enterprise clients, I was hoping to avoid having to deal with this for my startup and focus on the application/solution. I researched web.com, WP (mutiple hosting or offering WP solution), a few Wix competitors, and made a call that this could be the right platform. This multiple support incidents really got me thinking - when my business grow (I really hope it does), and I have a production issue, my customers are screaming, what sort of support do I have from my vendor for a problem that I have no access or jurisdiction to resolve?

Thank you onemoretime, or everyone who read this. Happy Friday and have a nice weekend ahead.

1 Like