Disgusted with the Help team.

[Abidos]

Hi,

I'm new to Moz and am just about to finish the free trial and trying to decide if the company is worth my money.  Although I'm fairly happy with the tools, guides and applications I'm having(had?) a horrible experience with the help team.

Several days ago I noticed an issue with using the on-page optimizer for non-English (specifically Spanish and Dutch) sites.  I didn't find any mention of my problem in the forum or in the FAQ pages so I send a ticket to the help desk.

After a few hours I got and answer of Nick Sayers saying that Moz was having a problem with certain non-latin charsets and that they were working on fixing it...
I mailed back saying that I doubted this had anything to do with my issue since both languages are written with latin charsets.

I didn't get any answer for several days so I went to this forum to see if this was normal behaviour.  In one post I read that sometimes the mail with the update of the help team can get lost.  So I went to the page of the ticket.  Here I saw that the issue had been marked as closed.  I made post saying that I didn't consider the issue solved

Several days passed with no answer, I made a post here asking if it was normal for tickets to just get ignored like that.  The answer was no, people's experiences with the team were great so I decided to wait some more.

Yesterday I saw that the issue was once again marked as closed without any comment. I got angry and wrote a sarcastic reply about how strange it is for Spanish to be written with latin characters.

Today I went back to the page and the ticket is gone, it doesn't appear as open or closed.  I also tried to contact the help team leader through e-mail but haven't gotten any reaction.

This behaviour is completly unacceptable to say the least. really, how hard is it to write something like
"Sorry, we don't have a solution for your problem now, the technical team has been notified and will look at the issue as soon as possible." Is a bit of politeness really to much to ask?

[My-Favourite-Holiday-Cottages]

Thats normaly the kind of responce they give in that situation. It does seem a bit odd.

I'm also not entirely sure, but I thought tickets auto-close after a while, with a reply auto-opneing them?

And just out of curiosity, has the problem been fixed?

[Abidos]

They normally give an answer that doesn't apply to the question?

I have a problem with Spanish and Dutch, how does an issue with non-Latin charsets have anything to do with that?

[My-Favourite-Holiday-Cottages]

I ment normaly they give a messgae like

"Sorry, we don't have a solution for your problem now, the technical team has been notified and will look at the issue as soon as possible."

At a /guess/ at what they ment, the extra characters in spanish/dutch are causing problems, and they ment those as opposed to 'non-latin'. A little googling implys they are not in some of the standard charsets, and require specific html codes to use.

Namely, its a problem with certain charsets period, not exclusive to non-latin.

I could be completly wrong, I'm no expert on how Moz works or charsets.

If you have your pro question left, perhaps bring it to their attention that way.

I'm mearly guessing here at how it could be a combination of misunderstandings based on my otherwise good experiances with the team. I expect for a concrete answer you would have to talk to them.

[Abidos]

Ah sorry, I misunderstood what you were trying to say.

There are no extra characters in Dutch (I'm guessing you mean characters not used in English) and I made sure not to use the one extra character that is in Spanish.

Besides, my problem was not about about display but about handling.

Anyhow my main complaint is not the problem itself but the offensive treatment my ticket got.

[Nick_Sayers]

Hey Krista!

Sorry you had a horrible experience with my service. I understand how frustrating these issues you can be. Especially when they involved longer term fix that deals with how we parse keyword information. I am also sorry I didn't communicate clearly that the issue would in fact be a long term fix. I am not sure why the status of the ticket was set as Closed. Sometimes when a user replies to the ticket and has the "Resolved" box clicked it will automatically close and won't even send me a reply. I totally get how that gives you the idea that we are ignoring you. MyHolidayMarketing is right about tickets auto-closing after a while. My apologies if I wasn't able to promptly reply to the ticket over the weekend. I typically have Saturday and Sunday off and we usually only staff one person over the weekend.

You are also welcome to reply directly to my ticket if you have any other issues or feedback for me. You can reply to the ticket through email if logging into Zendesk is giving you issues. I will open another ticket with you to avoid any confusion in ticket status. I also noticed there are no tickets in your Zendesk history under your official PRO email address. You may have to login to ZenDesk with another email address to see the ticket.

Nonetheless, I will create another ticket with an in depth explanation of the issue.

Again my deepest apologies that you are disgusted with the help team and specifically my service

Apologies,

Nick