I’m a paying WordPress customer. A few weeks ago I registered a new domain for this blog inspired by the WordPress founder (Matt’s blog address is ma.tt). Unfortunately I couldn’t get domain mapping working so I emailed WordPress support. Five days later and… nothing.
I love WordPress software. I love everything I read about the company and their principals. I just wish they’d reply to support emails. Grrrrr.
UPDATE: Andy from WordPress support emailed me on April 22nd to say that the issue is fixed and domain mapping now works perfectly for .ma domains. Yay! Thanks Andy.
Photo by New Tony.
10 responses so far ↓
sulz // April 15, 2008 at 9:30 am
try sending in another support request or look for help at the forums; there are many threads discussing domain mapping, perhaps there’s a solution to your problem.
Pema // April 15, 2008 at 9:35 am
Thanks for the reply sulz.
I had a good look around the forums and couldn’t find anything relevant (maybe I’ll look again though). The domain I want to use is a .ma domain. The company I registered it with is having trouble getting the nameserver change to work and they thought WordPress could help resolve the issue. I think it’s a fairly specific problem. Most domain companies are fairly well set up to do nameserver changes - just not my one :(
sulz // April 15, 2008 at 10:20 am
well, in my past experience i’ve always got a reply from support. staff has said that they can’t reply to all but they do read all e-mails sent to them. maybe you could send in another support request (stating that you’ve e-mailed them before). if you could put in as much details in your request it might help them get back to you quicker.
Pema // April 15, 2008 at 10:21 am
Will do. Thanks sulz.
Sameer Vasta // April 15, 2008 at 12:25 pm
Good luck with that. While I don’t blame WP for not having the resources necessary to answer every email, I have to commend companies like Freshbooks that actually build their reputation on the fact that you’ll get a real human to talk to, anytime.
Pema // April 15, 2008 at 12:32 pm
Completely agree Sameer.
I guess what annoyed me is that WordPress created the expectation (for me anyway) that my sport email would get an answer. For example, they only let you send support requests during the support office hours. That implies that someone is going to read it and reply. Oh well.
Freshbook support is legendary. I don’t even use the service but I’d recommend them to anyone needing to send invoices.
Saul Colt // April 15, 2008 at 1:28 pm
My ears were burning and they brought me here!
@sameer - Thanks for mentioning FreshBooks and everything you said is true. We pride ourselves on being available and willing to help.
@Pema - It is very cool that you tell people about us. I took a look at your site and enjoyed it so I am going to start telling people to check out your blog!
Saul Colt
Head of Magic
FreshBooks.com
Pema // April 15, 2008 at 1:45 pm
I loved the story about the care package you sent to one of your customers in Fiji Saul. Now that’s service!
http://www.readwriteweb.com/archives/freshbooks_goes_the_extra_mile.php
Mark // April 30, 2008 at 3:11 am
@Pema - send a note directly to me - mark@ wordpress.com - and I will resolve it for you.
@Sameer - everyone should geta reply within 24 hours at most so in this case we failed.
I’m sorry we let you down.
Pema // April 30, 2008 at 9:10 am
Hi Mark,
Thanks for leaving a comment and for your offer of help. Much appreciated.
I should have updated this post actually… On April 22nd Andy from WordPress support emailed me to say he’d fixed the problem and that domain mapping for .ma domains was now working perfectly.
Considering how busy you are I think a week or two to resolve support issues is totally reasonable. My issues was that because of the way you phrase things in your support area I had the expectation I’d get a response much quicker. For example, I was only able to email support during office hours… which made me think someone would read the email that day.
Anyway, thanks very much for fixing the issue. Very kind of you guys to get that working for me - and the millions of other people who I’m sure are using wordpress blogs on .ma domains ;) !!
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