Bought the Pro Bundle How do I contact customer service directly?

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  • #1124034

    monkeyon
    Member

    How do I contact customer support that I bought with a business package?

    The blog I need help with is monkeyonthat.wordpress.com.

    #1124200

    timethief
    Member

    This is a peer support forum where Volunteers and Staff work cooperatively to deliver WordPress.com support. Volunteers answer most questions and Staff monitor. When Volunteers cannot provide the required support we flag threads for Staff attention. Please simply post what you need help with.

    #1124223

    monkeyon
    Member

    Thank you – I am likely in the wrong place – Can you please help me find the way to the Business Pro Customer Service for WordPress.com? I apologize for asking you, but I am lost.

    Thanks

    #1124225

    timethief
    Member

    There is no specific service for those who purchase upgrades. Please just state what you need help with.

    #1124226

    timethief
    Member

    Just to be crystal clear this is the WordPress.com support forum. State clearly exactly what you need help with and we shall see to it that you get it.

    #1124229

    monkeyon
    Member

    I paid for support – I want the support – How do I contact the support I paid for with the Business Pro Package?

    #1124231

    WordPress.com Business

    Security, Flexibility, Affordability, and Ease with Unlimited Space, Unlimited Premium Themes, your own Domain Name and Live Support.
    $299.00
    USD per year

    If you’re asking about this, I haven’t seen a link yet to the Live Support mentioned.

    Maybe on your Dashboard somewhere?

    #1124235

    But then again, it’s Saturday evening, so maybe it’s only during business hours?

    #1124244

    auxclass
    Member

    I think I saw something to the effect of normal business hours during the week – can’t remember the exact hours or time zone – I would expect there to be some sort of link that us plain mortals can’t see – maybe on your Dashboard someplace

    #1124250

    monkeyon
    Member

    “24/7 Live Chat” must include Saturday evening . . . I just can’t find how to connect – or even how to send an email or do anything but disturb the kind people on this forum.

    Unfortunately, my problem relates to security and I am VERY concerned – otherwise I wouldn’t be looking for this late on a Saturday!

    Thank you for your help

    #1124255

    timethief
    Member

    @monkeyon
    Here’s the situation before you. If you have purchased an upgrade then theoretically you can contact Staff directly using this link http://en.support.wordpress.com/contact/ I have upgrades and I clicked it and it’s deactivated.

    Note: Staff frequently choose to direct the contact link to these peer support forums on weekends, holidays, when they attend quarterly meet-ups and/or when they have a backlog or have lots of code changes to be made. There are always Staff behind the scenes, who aren’t displaying a visible presence on these forums though.

    I suggest once again that you if you wish to you can state what you need help with and we Volunteers may be able to provide it. If you don’t do that then you will be waiting in the queue with 4 pages of other blogger’s threads that are waiting and who posted before you did.

    I have tagged this thread for Staff assistance. It’s important to understand Staff have a backlog. They deal with the support tickets and threads with the earliest dates first.

    #1124258

    timethief
    Member

    my problem relates to security

    Why didn’t you say that before?

    http://automattic.com/security/ – or email security AT wordpress.com.

    #1124274

    monkeyon
    Member

    Dear Timethief:

    Thank you for your advice and for forwarding my question to a staff member.

    #1124278

    monkeyon
    Member

    Unfortunately, the link you gave me for security is not useful – but again thank you for your effort.

    #1124321

    raincoaster
    Member

    Actually, the advertised 24/7 chat support is actually only active during business hours during the week, as staff clarified in another thread.

    It’s almost like they don’t know how to use English or something.

    #1124332

    jenia
    Member

    @monkeyon: sorry for the trouble. Live chat support for Business customers is available Monday to Friday during the business hours. In the meantime, I emailed you directly so that you can describe your issue and we can resolve it.

    #1124333

    jenia, how do they access that so we know what to tell others who ask?

    Is there a static link? Or does it only appear on their Dashboards when Open and Active?

    #1124377

    monkeyon
    Member

    With the Business Bundle the bottom line with the support is that there is live chat from 8-5 EST on week days – there is something on the dashboard – unfortunately, I missed today’s “business hours” because I logged on at about 2:05 west coast time – so even though I can imagine this illusive link is there on the dashboard when WordPress is “open” – I have not yet seen it. Although the bundle is sold with telephone support as part of the package, WordPress has decided not to provide phone support.

    Thanks again to all those who helped me.

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