Why is the SEOmoz customer service on this site so awful?

[wpsoule]

Half the time the tools don't work and there isn't any accountability.

Has anyone else had the same experience?

[Boodreaux]

William,

The 6 weeks I have been around, I have found it to be a wealth of information and everything has worked fine for me. I think the site is basically for sharing insights collaboratively with other SEO folks and webmasters.  Everything has worked fine for me but I am a novice and may not be utilizing everything properly yet.

I have not tried to contact customer support before but I think most issues are resolved on the question and answer board.

[danbocain]

I've been a member for awhile, a PRO member for almost a year.  I haven't experienced any problems like that, and I have come across issues in the past. I typically email or tweet at them and get a solid response within 24 hours tops.

What specifically are you having problems with?

[jennita]

Hi William,

I'd love to hear what specific issues you've been having with the site. We do try to be accountable for any issues that come up. Often times the best way to contact us is to email help[at]seomoz.org if you're having a technical problem with the site.

Thanks!

Jen

[wpsoule]

If you have never tried to contact customer support why are you getting involved with this discussion?  Need comment points to rise above 'Aspirant'?

[jennita]

Hey William,

Sometimes other members just try to be as helpful as they can.

Jen

[wpsoule]

I was trying to use Rank Tracker.  My pro account was being shut off after 5 searches when a pro account is allowed 200.  I am using it for a proposal that is due today.  I called the number listed on the site and spoke with two people.  Both of the customer service people sounded young, were rude, offered no suggestions beyond admitting that it was a problem and passing it along to engineering.  It got to the point where I had to offer suggestion after suggestion that they just shot down.  I felt like I was working for them.

Both of your customer service people said the product was bad and that it probably wasn't going to be around much longer.  That was shocking.  Do you think McDonald's would field a complaint about the McRib with an answer that it sucked and it was going to be eliminated from the menu?

I have attended a conference before.  The customer service was outstanding, so I know the company is capable.  The conference cost 15 times more than a month of my subscription, so I'm going to assume that I am here to be steered toward more premium services which seems like a bait and switch.

[MarieHaynes]

I just wanted to add that I've had a few minor issues with the site and customer service dealt with them EXTREMELY quickly and to my satisfaction.

[JohnW-UK]

I can see your point here. i.e. They should be working with you not against you! If you were not satisfied did you ask to speak to a manager and escalate your complaint?

My 2 cents... Whenever I have contacted SEOMoz (either on the phone or email) they are always helpful and friendly.

[SirMax]

I just confirmed that after the 3rd search, trying to add a new keyword in the Ranker, it does nothing. page shows 3 out of 200 searches were done.

[AaronWheeler]

Hey William! I'm the manager of our customer service team. I'm sorry that you had a poor impression of our team; I think they actually did a darn good job of resolving your issue. It sounded like your account was accidentally set to free for the Rank Tracker feature, which is why you were only getting 5 searches for pages instead of 200. However, the rest of the account was set at PRO. We reset the PRO status over the phone, which worked, so the issue was resolved.

At that point you abruptly ended the call with Chiaryn and called again to speak to Kenny, who talked to you about why the issue occurred in the first place and what our company's plans for the Rank Tracker are (we plan to either integrate or replace it with the Rankings tab in the PRO Web App, as we indicate on the Rank Tracker tool page. We pride ourselves in being transparent about our tools and their status, so when they're not optimal, we'll tell you. Check out our TAGFEE values: http://www.seomoz.org/blog/what-we-believe-why-seomozs-tagfee-tenets). I believe you and Kenny completed the call amicably, but if not, let me know more about what we can do to help.

I hope this helps explain the Rank tracker tool situation. As the page says, we're soliciting feedback on the tool and hope to have a better version soon. Check out the survey at the top of that page: http://ranktracker.seomoz.org/. As I said, please let me know if there's anything else I can do to help.

[Boodreaux]

I didn't know you were just looking for a validation of your experience.  I just was addressing the "tools" part of your comments.  Glad more experienced folks could help you out.

[wpsoule]

I told each person I spoke with that I understood the position they were in and I did not expect them to have the power to make decisions for the company.  I asked both of them if I could speak with their supervisor because I had a few I had a few ideas about how the situation could be easily resolved,  They said no.  That was the most disappointing part of the process.

[MassivePrime]

It seems like you're the only person to have had such a bad experience with customer care, could it be that your tone on the phone was similar to the one you are having here?

Having said that the rank tracker tool is glitchy but it clearly says above it to simply create a campaign for more accurate results