We’re new to Wix. We’ve created four sites so far, but we’ve got more in the pipeline. However, we’re beginning to worry that tech support is non-existent. The two problems we’ve experienced:
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When we create a (priority) ticket, it takes days to get a response, and the first response indicates that the responder either didn’t read or didn’t understand our problem. We’re experienced at describing tech problems, and the issue is clearly that the support person isn’t sufficiently knowledgeable to handle our question. It seems like they’re used to dealing with beginners and are using scripted (and irrelevant) responses.
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When we ask for a phone callback, we almost immediately get an email telling us that Wix tried (and failed) to call us back. We’ve tried two different callback numbers (both mobile) and we’ve had the same problem on both.
Do others have these problems?
We like the toolkit, but we’re thinking we may have made a mistake committing to this platform. We don’t want to bring our clients on-board if we can’t support them.
Is it possible to get quick, competent, professional-level support from Wix?
Hey Jim - Thanks so much for taking the time to post this. I want to let you know a couple things. 1: Wix is working on streamlining the support and making partner-specific improvements. Make sure you open support tickets from your dashboard because they are automatically flagged and escalated. 2: We have added product experts inside the community forum. You can get some really great product answers here now - So please feel free to utilize them.
Hi, Brett, thanks for the response. I do appreciate it.
Let me say that our current experience was much better than our past experiences. We filed a priority ticket through the partner dashboard. It took 28 hours to get a response, but – unlike in the past – the first response was on-point. It acknowledged the problem and said that engineers were working on it. (In the past, the initial responses have been canned and didn’t actually relate to the problem we had described). We got another email about 12 hours later telling us the problem had been fixed (we checked, and yes, it was fixed).
It’s great to hear that improving partner support is a focus. A separate support channel for partners seems like a good idea for multiple reasons:
First, if we report a problem, it’s because something isn’t working; it’s not because we don’t understand how to do something (in that situation we would indeed ask on the forum).
Second, because we represent multiple end-user clients, any investment by Wix in us ultimately benefits those clients.
And finally, of course, since we are recruiting new customers for Wix, it makes sense to keep our confidence high that we (and our clients) will get the support we need.
Hi Jim,
If you are a wix expert, I can confirm that in 80% of cases the wix support knows less than we do …
concerning the management of tickets in general they take 48 hours to answer you, so I use more and more telephone support (I prefer to wait 1 hour than 2 days).
Honestly what I do now is scan the FAQ and if I don’t have my answer I call support. In the end, if you call to report a bug, it takes a very long time to react and also to accept the fact that it is indeed a bug.
I sometimes have the feeling that it is me who is not doing well when the problem is with them. In any case, I remain satisfied with the overall support. @ +
Thanks for the encouragement. We’re new to the partner program, so our experience has, in the past, been with regular support.
Ordinarily, when we contact support it’s to report a bug.
Our past experience (with regular support) has been that the support person pushed a beginner answer on us. It usually took a few interchanges before the issue got bumped to engineering. This time – through partner support – the bump was immediate. The first response from support was to acknowledge the issue and say that it was being worked on. And the solution was quick (fixed in less than half a day). So I’m now more optimistic.
Update on the phone callback problem. Callbacks weren’t getting through to us. We tried submitting different numbers. We finally found one that works. For what it’s worth, the numbers that didn’t work were t-mobile. The one that did work was google.
Thank you for the update Jim. I will let the team know so they’re aware.