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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.

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?

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?

I'll try that, thanks.

Well, I wanted an answer that was relevant to my question, maybe to much to ask?

A few days ago I noticed an issue with the on-page optimizer, when I couldn't find a solution, or even any mention of the problem in the forum I posted a ticket at the help desk.
After ten hours I got a generic reply that didn't answer my ticket so I posted saying so.
After two days of not getting any reaction I looked through the forums again, this time searching for reactions about Moz's help desk.  I found the post saying that sometimes the mail with a reply isn't received correctly so I went to the page of the ticket.
Here I saw that not only didn't I get an answer but my issue had been marked as solved, even though my last message clearly stated that it wasn't. This was three days ago.

So my question is, is this how Moz usually treats it's clients?  I'm new and my free trial is about to expire.  At this point Moz should be impressing me with their great tools and services, convincing me it's worth my money.  If I can barely get their attention now I don't expect it to change once I have payed them.