Why is the SEOmoz customer service on this site so awful?
-
Half the time the tools don't work and there isn't any accountability.
Has anyone else had the same experience?
-
It seems like you're the only person to have had such a bad experience with customer care, could it be that your tone on the phone was similar to the one you are having here?
Having said that the rank tracker tool is glitchy but it clearly says above it to simply create a campaign for more accurate results
-
I told each person I spoke with that I understood the position they were in and I did not expect them to have the power to make decisions for the company. I asked both of them if I could speak with their supervisor because I had a few I had a few ideas about how the situation could be easily resolved, They said no. That was the most disappointing part of the process.
-
I didn't know you were just looking for a validation of your experience. I just was addressing the "tools" part of your comments. Glad more experienced folks could help you out.
-
Hey William! I'm the manager of our customer service team. I'm sorry that you had a poor impression of our team; I think they actually did a darn good job of resolving your issue. It sounded like your account was accidentally set to free for the Rank Tracker feature, which is why you were only getting 5 searches for pages instead of 200. However, the rest of the account was set at PRO. We reset the PRO status over the phone, which worked, so the issue was resolved.
At that point you abruptly ended the call with Chiaryn and called again to speak to Kenny, who talked to you about why the issue occurred in the first place and what our company's plans for the Rank Tracker are (we plan to either integrate or replace it with the Rankings tab in the PRO Web App, as we indicate on the Rank Tracker tool page. We pride ourselves in being transparent about our tools and their status, so when they're not optimal, we'll tell you. Check out our TAGFEE values: http://www.seomoz.org/blog/what-we-believe-why-seomozs-tagfee-tenets). I believe you and Kenny completed the call amicably, but if not, let me know more about what we can do to help.
I hope this helps explain the Rank tracker tool situation. As the page says, we're soliciting feedback on the tool and hope to have a better version soon. Check out the survey at the top of that page: http://ranktracker.seomoz.org/. As I said, please let me know if there's anything else I can do to help.
-
I just confirmed that after the 3rd search, trying to add a new keyword in the Ranker, it does nothing. page shows 3 out of 200 searches were done.
-
I can see your point here. i.e. They should be working with you not against you! If you were not satisfied did you ask to speak to a manager and escalate your complaint?
My 2 cents... Whenever I have contacted SEOMoz (either on the phone or email) they are always helpful and friendly.
-
I just wanted to add that I've had a few minor issues with the site and customer service dealt with them EXTREMELY quickly and to my satisfaction.
-
I was trying to use Rank Tracker. My pro account was being shut off after 5 searches when a pro account is allowed 200. I am using it for a proposal that is due today. I called the number listed on the site and spoke with two people. Both of the customer service people sounded young, were rude, offered no suggestions beyond admitting that it was a problem and passing it along to engineering. It got to the point where I had to offer suggestion after suggestion that they just shot down. I felt like I was working for them.
Both of your customer service people said the product was bad and that it probably wasn't going to be around much longer. That was shocking. Do you think McDonald's would field a complaint about the McRib with an answer that it sucked and it was going to be eliminated from the menu?
I have attended a conference before. The customer service was outstanding, so I know the company is capable. The conference cost 15 times more than a month of my subscription, so I'm going to assume that I am here to be steered toward more premium services which seems like a bait and switch.
-
Hey William,
Sometimes other members just try to be as helpful as they can.
Jen
-
If you have never tried to contact customer support why are you getting involved with this discussion? Need comment points to rise above 'Aspirant'?
-
Hi William,
I'd love to hear what specific issues you've been having with the site. We do try to be accountable for any issues that come up. Often times the best way to contact us is to email help[at]seomoz.org if you're having a technical problem with the site.
Thanks!
Jen
-
I've been a member for awhile, a PRO member for almost a year. I haven't experienced any problems like that, and I have come across issues in the past. I typically email or tweet at them and get a solid response within 24 hours tops.
What specifically are you having problems with?
-
William,
The 6 weeks I have been around, I have found it to be a wealth of information and everything has worked fine for me. I think the site is basically for sharing insights collaboratively with other SEO folks and webmasters. Everything has worked fine for me but I am a novice and may not be utilizing everything properly yet.
I have not tried to contact customer support before but I think most issues are resolved on the question and answer board.
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.
Browse Questions
Explore more categories
-
Moz Tools
Chat with the community about the Moz tools.
-
SEO Tactics
Discuss the SEO process with fellow marketers
-
Community
Discuss industry events, jobs, and news!
-
Digital Marketing
Chat about tactics outside of SEO
-
Research & Trends
Dive into research and trends in the search industry.
-
Support
Connect on product support and feature requests.
Related Questions
-
Why isnt my site in top 10 SERPs?
Our website, https://www.tradewindfinance.com, hasnt improved ranking for keyword " international trade finance companies." we average around the 10th page of Google SERPs. Our DA, PA, and links are higher thank the top 10 competitors. What are we doing wrong or what can I do to increase rank?
Moz Pro | | solution.advisor0 -
Order of urls in SEOMoz crawl report
Is there any rhyme or reason to the order of urls in the SEOMoz crawl report, or are the urls just listed in random order?
Moz Pro | | LynnMarie0 -
How can I download all the inbound links to my Site?
Hi, From Site Explorer, I want to download all the inbound links linking to my site: www.comm100.com/livechat/. But it seems that there is a limitation. I can only download a part of the inbound links? What should I do? Or is it because my account is free trial? Do I have to pay for it? Please help. Thanks,
Moz Pro | | Sophia_M0 -
Open site Explorer Findings??
On OSE, I am comparing two websites(A and B) and one has a page authority higher than the other (35(A) vs 36 (B)), but all the linking metrics are in favor for website A except for the linking C block (A has 11 and B has 12). The website B is ranked in page 1 for couple competitive keywords whereas the website A don't show up in the search at all. Why is that? Does B have better content and is more kw focused?
Moz Pro | | Ideas-Money-Art0 -
SEOmoz not displaying correct amount of links?
When I go to the link analysis page where ti shows how many links my site has and how many my competitors have...it shows that I have 0 links. But Google Webmaster Tools shows my site as having 149 links. Is this a glitch with zeomoz or whats going on? The reason I initially subscribed to seomoz was to track my links. Thanks
Moz Pro | | tarik30010 -
Open Site Explorer: Facebook Likes Accuracy
I show in open site explorer that I have 8 Facebook likes for my domain but I actually have 1500+ Facebook likes. Am I missing something?
Moz Pro | | fibers1 -
SEOMOZ reports the statistics.
SEOMOZ reports the Statistics, but where do i manage & improve??? Simply Statistics is all about SEOMOZ??
Moz Pro | | webicers0 -
Bing ranking my non-www version of my site.
My site is ranking #1 on Bing for the non-www version of my homepage, but this is not showing in my ranking stats, since the site is setup in SEOMOZ as www version. Do I have to create a whole new campaign for the non-www version or is there a way to pickup these rankings?
Moz Pro | | pdlcom0