There used to be options to live-chat or have a ticket move to email, but now we only have the option to receive a Callback. Even in Partner Support.
Simply needing to report an issue can take over an HOUR.
You go through the Support Bot
You have to wait 30 mins for a callback
You finally get the callback
You explain your issue
The support rep thinks you’ve never used a computer before and walks you through 20 different basic FAQ answers and solutions to try live on the phone, and won’t push it through until you try them
I just leave because this is a huge waste of my time
ALSO calls count towards long-distance charges. WHY!
It’s a huge irk - I’m having legitimate technical issues with my site that I legit can’t get support with.
Even in the Discord communities, you’re usually pushed to make a ticket, which is made so painful that you just don’t do it.
Sorry Aaron, I wish there was something I could do to help more. I’ve seen your bugs and issues in the Discord but since your site is mostly having Wix issues there’s nothing I can really do since I don’t officially work for them yet.
I feel your pain tho. I’ve definitely noticed some of the support people don’t know how to handle advanced issues.
I recently have had some issues with Wix and it’s a pain going back and forth through emails. One of the issues they escalated and apparently it was a super simple fix which I don’t know why they didn’t realize at first.
I liked the live chat because you could get support in real time. The callbacks imo would be good for live support but you can’t share your screen and also sometimes it takes them a while. I feel like it’s a hit or miss.
@Aaron_Whittington Thank you for all of this feedback. It really does help us to hear it all so we know what’s working and what doesn’t. Please know the support reps are required to ask the standard, basic questions (I used to be a support rep) because many times it does end up in resolution (more times than I’m happy to admit). While there are many changes that have happened and are happening, the forums are there to provide support as well. That being said, I’m absolutely passing on all of this to the teams so know that it’s being seen. Provide us your thoughts, concerns, likes/dislikes often. We do check each and every comment.