Have you ever dealt with WordPress’ happiness engineers? Well if you did I hope your experience was a lot better than mine, and I would love to hear from you regarding. I have always worked on SEO projects for self hosted blogs and since I started this blog on WordPress.com I’ve had the privilege of meeting many great bloggers via the WP reader. Unfortunately I eventually came to the conclusion that it’s not just me who is unsatisfied with the customer support department.
What happened you may ask
Well, each time I moved self-hosted blog in the past, transferring subscribers never used to be an issue, but I found out the hard way that when hosting with WordPress.com it often is. They may switch around your accounts, stop email notifications to old subscribers, and each time you reply to a ticket it’s assigned to a different person so nobody knows exactly what is going on.
How is this possible
If I remember right WordPress claims that 36% of the web is build on the WordPress platform. I mean, the internet is BIG, so they must be making a lot of money, right? WordPress is owned by Automattic which last year was valued at no less than US$3 billion dollars. Since many of us are paying $25/mo just for the privilege of being able to install plugins, I would really like to know: why don’t they provide decent customer service?
Is it really that bad?
You be the judge. Yesterday I received a ticket from Jetpack Support which was submitted 15 days ago. The “happiness engineer” told me that they are working through “a bit” of backlog and she on top of that she failed to answer my questions heads-on. Instead she almost transferred subscribers from different blogs on my account that have nothing to do with the issue. I can only pray that I don’t have to wait another 15 days for the next reply…
The best solution is to take control over your own WordPress blog and data before something happens that needs urgent care. Or even better, if you start a new blog set it up directly on WordPress.org. Once there is an issue that requires hands-on work from WordPress.com and you have to wait 15 days for a ticket to be answered a quick solution will be far from reality.
How do you take control? You can migrate your blog to a self-hosted solution, and while you may need help from WordPress in order to export your data, you will be able to move to a managed hosting solution that responds to your questions and needs, at the time that this is indeed required.
Migrating your blog from WordPress.com to a self-hosted WordPress.org solution and hosting it with an independent web hosting company is additionally less expensive. In case you have a small site and basic technical knowledge you can host your WordPress blog for as little as $3/mo.
If you don’t posses any technical skills than you can choose a fully managed WordPress hosting solution which costs on average $18/mo. This compares to or even exceeds the WordPress $25/mo business package in that you get free backups, the ability to install SEO plugins, staging and unlimited bandwidth and storage space.
As always I would love to hear your opinions and experiences with happiness engineers and WordPress in general. If you would like to migrate your website I am always available for help. I am currently offering fully managed WordPress hosting services with unmetered traffic, unlimited databases, staging and free migration of your blog for just $15/mo. Use code: LOYALTY20 for 20% off. Keep me in mind 😉