Issue With Customer Support

I need help with Segments/Wix Reports tallying incorrectly.

I have reached out to Support via email 3 days ago, regarding an issue I’ve come across within the Beta Segments section. Though I understand this feature and its elements aren’t fully developed, the reason I decided to reach out was because I think the issue I’m having lies within my sales reports and how Wix is tallying the totals I’ve setup the segments to display for me.

I’ve created Segments where I can easily separate clients by how much they’ve spent with us from All time. Starting with over $1000, $2000 and so on… but after $7, 8 and even 50,000, it looks like the number of contacts who have spent those amounts are the same, which is not accurate. When I entered $50,000 as a minimum spent, I was expecting zero Contacts as a result, because none of our contacts have spent that much with us (or at the very least not 32 contacts that the Segments is displaying).

This leads me to think that there is an issue either with the Segments feature or with Wix’s Reports/tallies. And so this is what I reached out with.

However this is the response I got from your team 2 days after I reached out, with a reply that does not actually address my concern. Not only that, the representative then Copy/Pastes the ‘How to Create a Segment’ steps in the About Segments article. I don’t understand why I am being sent this information when I’ve clearly already figured out how to create segments and my inquiry didn’t mention me not knowing how to do so…

To be honest, this is extremely disappointing as far as customer service goes and if it was the first time this is happening I would just ignore it but this seems to be an ongoing issue with your customer support team…

Hi Carlos, to prevent this post from being deleted, please update the image to exclude our support agents name and photo. This is a violation of her privacy.

Regarding the issue, please send me your ticket # or the email address you used when submitting your ticket. I will have a look and get someone from our support team investigate the issue your experiencing.

#1471191137

And yeah np I’ve edited the photos. My mistake.

Best Tip on Accessing the best support - CALL! Don’t email or wait on email support, you won’t get anywhere fast and half the time you have to repeat yourself as multiple agents can respond to you.

I did call, and no that is not the best tip on accessing the best support.

The call turned into an ‘escalation’, much like 99% of my calls do… which is why I got this email reply.