Emails are useful because it’s an option where we can send out an issue without needing it to be addressed or resolved there and then. If I wanted it resolved there and then I would just use the chat feature… major facepalm. 
smh
Wait, what? You don’t want your issue resolved then and there? You may be in the minority.
Anyway, it’s still possible to submit issues - just not via email. It’s much better when it’s attached to an account because we can see all the history. Just a little tweak. 
You can still begin to address the issue without me being there, which is what email is great for.
You’re assuming I have the time to sit through the 100s of bugs and issues I run into. And not to mention, when I do take the time to start a chat… your team ends up giving me no resolution apart from telling me things need to be escalated and that I will have to wait for an email reply anyway…
I understand your frustration, but isn’t raising a ticket the same thing?
I often find that the live chat is really responsive, quick and almost always resolves the issue. You can always open a new window to continue working and wait for the chat to reply (often notifies you with a sound).
@noahlovell @brett does this give you enough of an idea of all the bugs, problems, concerns, system issues and more that I’ve run into that have for the most part been created by the “Experts” I’ve wasted time with via Chat or over the Phone only to find that they then just tossed me into an email thread anyway??? And as you can see I’m still waiting on a lot of these. So… no, I’m not very hopeful regarding this change AND I spoke to a rep today already via Chat and they agreed with me that this change isn’t being received well, not ideal.
@info17721 Is this not an example of why email has been removed? There is clearly a lot of contact that you make with Wix and perhaps the new system is to try and reduce this to allow the Support team to reply as best as they can.
Just a quick tip: Click “other” on the support page and raising a ticket is still available
@noahlovell No because if I’m simply switching form one support platform to another, it doesn’t change the amount of issues and inquiries that one platform (chat) is unable to handle there and then that the other platform (email) can. Also, all requests going to chat or phone calls will just make it so users are even more frustrated when the Chat option is not available or when a phone call that is expected to take place in the “3 mins” time frame indicated takes over an hour to happen.
Email allows the team to take their time to respond and respond with the proper resolution whereas chat and phone support will not be able to do that for experience users like myself that know we’re simply going to be getting the same old “… we will have to escalate this …” which wastes my time and that representative’s.
Interesting to see this and that I’m not alone in this boat. I’ve also found “support” to be extremely frustrating to put it nicely, and mostly put me on hold for a long time in order to then tell me it needs to be escalated…
I also think the bug report and QA processes could be made a lot more efficient in order to save Wix lots of time and money and your customers some aggravation. I’m saying this as an 11 year corporate SW Validation professional (as an engineer, lead and manager of multiple teams at Intel)
@brett , I’d love to have a chat about this with your tech guys. There are ways this can be done smarter and not very expensively, in locations you guys have tech teams… Let me know whether there’s some way to speak with the right people.
I might be wrong, but I believe that Wix has a few support centres/people who provide support to certain areas around the world. I might be wrong but I’ve had the same few people answer my questions a couple of times. It seems strange because the contact I’ve had with support has always been a positive experience, fast to reply and almost always can provide me with the answer I need there and then, even with difficult requests. Strange really
@noahlovell that’s good to hear. Maybe we’re talking about different kinds of support here. I’ve had some good experiences too. But most often, something was simply broken and it took them a while to confirm that. Or it’s avanced usage using Velo and they’re not trained for that.
Usually in those cases, it gets “escalated”, and then I eventually get an email repsonse, which sometimes is not relevant.
In particular, when something is clearly wrong on the Wix side, such as getting server errors or corrupted data, it takes an indeterminately long time to get any answer and there’s zero visibility as to what’s going on. Sometimes I don’t bother reporting bugs.
Still waiting for someone to call regarding the invoices I cannot create to get paid with the money that I’ll then use to pay for this ‘VIP’ support I am not receiving… 
You’ve made your point. The spirit in the community is to work together, but here it’s clear you are just being snarky. I’m closing this thread. Keep it professional moving forward please.
For the record, today is a company wide retreat. Everyone has the day off to enjoy with their teams.
