If you had a problem with your wordpress.com blog, you could find help in the wordpress.com forums. Or you could contact staff via the Support contact form. Up to about a year ago, support tickets would usually be answered within a day or two. With the steadily increasing number of wordpress.com blogs, however, this service began to deteriorate, and we began to see complaints from users who waited several days —or even weeks— for a reply or never got a reply at all. Staff responses in such cases would be: sorry, we’re a little behind, we’ve got twenty five million blogs to care for, we’ll get back to you as soon as we can.
What would the logical step be (since the company is doing very well)? My naive logic says hire more staff, and temporarily reassign some staff. Oh, but I forget: staff are busy implementing “infinite scrolling”. Priorities, dear, priorities… Welcome to wordpress ‘logic’:
We believe everyone deserves fantastic support for their WordPress.com blog. Our backlog of requests has consistently grown as our team of 10 receives nearly 8,000 messages a week. To get caught up and give our customers the support they expect with paid upgrades, we made the difficult decision to limit the contact form to customers with upgrades. Once we are caught up we will work on bringing a high level of support back for everyone.
If you are new to WordPress.com we have a step-by-step guide to all things WordPress. Our helpful forums remain open and you can find more details in our support documentation. There we have guides on getting started, writing your first post, and finding your readers.
We will update this space as we work on bringing back outstanding, free support for everyone. Thank you.
For me, this is the last in a series of unacceptable moves. Previous ones include repeated unannounced changes, repeated refusals to make major changes optional or listen to reasonable suggestions, and the older 30-minute block on volunteers in the forums (as well as the case of Mr. Andrew Spittle, staff member caught spying on us in a private volunteers blog). As of today, commenting on all older posts here is disabled, and my theme-related posts will probably stop being updated.
Related post: There we go again…
Update May 2012:
The lovely notice recorded here now shows up if you try to contact Support while logged out; if you’re logged in, you get this:
First, review top questions for an instant answer.
Many support requests are easily answered with a quick look at our handy dandy support documents.
Second, type your question and let’s see if we already have an answer handy.
[Brings up relevant Support docs.]
Finally, let the community know what’s on your mind.
[Leads to the forums; also includes a “More Info” link to the lovely notice…]