Seomoz Customer Service does anyone feel let down

[ClaireH-184886]

I would like to know if anyone else feels let down by seomoz and their customer service. I will give you a couple of examples why i feel let down.

I contacted customer services over an issue a couple of weeks a go and never got an answer from them, and the second issue is the private question that you can ask. I asked many days ago and it was an important question and it has still not been answered.

I am just wondering what we are paying for by using this site and if other customers of this service feel let down like me.

[Alex-Harford]

There has been an error with the Q&A system so hopefully they'll catch up on the backlog soon.

[ClaireH-184886]

ok that may answer that question but what about responding to emails. I have had lots of friends of mine who work in the website industry who have been thinking about joining this company and also people at business groups have asked me about this company and have asked me to let them know how i feel it beneifts me. At the moment i have nothing positive to say about seomoz.

[kchandler]

I personally have never had an issue with the customer support tickets, always quick and courtesy. As for the "private questions" i have found them to take a full week (7 days) until i get a first response. I'm not sure if they are taking that long to formulate the best response or if they are just that busy?

[EGOL]

I think that lots of people have given you very good and very generous advice here.

[JordanGodbey]

I called in one time because I had a problem and was instantly answered on the phone by staff and it was resolved. I also tweeted them about my Q&A questions not coming up and I got a response within a few hours.

I understand how you feel not getting responses back, but I think in general they're doing a good job.

[evolvingSEO]

Diane

They are also in the middle of "Mozcon" which is a 3 day very long and intensive conference.

The only time I called customer service, my issue was literally resolved in under 90 seconds from the time I dialed.  I even tweeted about it I was so impressed.  So all positive here.

That makes me think, did you try sending a tweet to @seomoz or any of the employees?

-Dan

[onlinemediadirect]

I have been very happy up to today when I can't ask questions because you now need 500 moz points. I really enjoy the ability to ask questions to fellow experienced seo people. I had a genuine and good question on directories and paid links on directories I wanted to ask but couldn't as a result .

[KeriMorgret]

Hi Diane,

I checked with the help desk, and they looked at the questions associated with your profile email. There was a reply from the help team to your most recent question, but maybe you didn't receive that? If you can give us the ticket number you got with your initial request, we can look that up and get back to you. The email from the help desk would have zendesk in the domain, which might help with a search to see if that email got filtered somehow.

For questions, we did have a problem for about two days where people could submit both private and public questions and they wouldn't be displayed, even to staff. This happened at the same time as the new OpenSiteExplorer was released and MozCon started, so it took a little longer than usual to reply. I do see a question from two days ago that had a response written earlier this morning. If this is not the question you're referring to, please send me a private message and I'll investigate further. Private questions can take a few days for a response, and combined with the Q&A being down stuff did get a little slower. We're so sorry about that, and Associates are going to be working this weekend to help clear up the backlog.

Keri Morgret

SEOmoz Associate

[KeriMorgret]

Hi Diane,

I haven't seen a response from you in this thread. Do you still need a hand, or is everything taken care of? Let us know so we can either look into it more, or mark this question as answered.

Thanks!

[StevieHamilton]

Always had a pretty prompt response from the mozzers. If I have a query I'd like a more immediate response, I usually give them a holler on twitter @seomoz

[Fellowes]

can anyone help us... we found this post and here it is 2013 and We are having the same issue. We can't sign up. We sent in a response but  still no response.

[KeriMorgret]

Hi David,

I'm looking at your profile, and see you do have a paid account (you can't ask a question in Q&A without having a paid account or 500 MozPoints). Sending an email to help@moz.com or visiting the Help Contact page at http://moz.com/help/contact is the best way to get in touch with us.

Keri