Moz's customer service. Is this normal?
-
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.
-
In my experience SEOmoz team have the best customer service and they do reply quickly with humbleness. Well obviously sometimes things can go wrong but i guess if you try again and mention your complete problem in detail, I am sure roger will look in to it and will try to help you fixing your problem as quickly as possible.
-
I'll try that, thanks.
-
Well, I wanted an answer that was relevant to my question, maybe to much to ask?
-
My experience has been excellent.
Could it be that your query was answered, but not the answer you wanted? -
That's definitely not SEOMoz's usual customer service. So far, I've always gotten very quick and helpful responses. Mistakes can happen though - reply again to your thread and I'm sure you'll get an answer quickly.
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
-
Are there any strategies (Moz-specific or other) on how to improve the Total Links metric against competitors?
In competitive link metrics, our client is doing very well in every metric against every competitor except in Total Links against one competitor in particular. Wondering how to improve this metric against this one competitor. Any strategies, whether MOZ-specific or other that can boost this metric? Thanks.
Moz Pro | | buffalonickel0 -
A competitor's SEO firm is building spammy links to my website.
A competitor's SEO firm is building spammy links to my website. I know the disavow link process, but even this can be time consuming. Is there a better way to protect my website? Any and all ideas appreciated.... Are there any cool Moz tools that can help me manage this assault? Sorry, just a follow up from me... It appears that many of the spammy links (referrals) I see in Google Analytics are not present in Google WebMaster Tools. Does this mean that the spammy ones that I'm concerned about have already been discounted by Google, or are the spammy links no-follow? Any input on this would also be appreciated.
Moz Pro | | BVREID0 -
Wild Fluctuations With Yahoo/Bing Moz Report
Whenever I get my weekly custom report, I usually see steady but moderate gains in Google or slight drops 1 to 3 spots. But, with Yahoo/Bing it's just crazy. +25 here, -47 here, etc, etc. Also, we even have keywords that we rank in the top 3 on with google, but not the top 50 with Bing or Yahoo. Not sure how that's possible. Nor do I understand how if Bing powers Yahoo, how we can have reports that show a dramatic increase (or decline) in Bing, but the opposite in Yahoo. Granted, not all the rankings are like that for Bing and Yahoo, but there are so many discrepancies, I'm starting to wonder if it's a software problem or something. Does this happen to anyone else? Thanks, Ruben
Moz Pro | | KempRugeLawGroup0 -
On Page URL's not updating?
I recently moved my site to Shopify which completely changed the URL structure. I went to my old pages and created permanent 301 redirects to my new pages on shopify. For some reason, the On Page reports are not picking up on one of the new pages. This is effecting my grading. Just wondering why this is happening & whether this may be an indication of a larger problem? Any help would be greatly appreciated! Thanks!
Moz Pro | | PedroAndJobu0 -
I did a redirect and now I'm getting duplication errors.
I was told by SEO Moz to do a redirect so that our website would be crawled with and without the www in front of the address. I did and now I'm getting duplicate page and title errors because the crawler is seeing www.oursitename.com and its underpages and oursitename.com and its underpages and giving me duplicate page content errors and duplicate page title errors. Makes sense, but how do I make it stop? Anyone else have this problem?
Moz Pro | | THMCC0 -
How come I cannot ask one question a month to the pro's ?
I just got a major increase of errors on my website on the last crawl. I haven't touched my web site ( other than adding content ) for the past 3 months. It's like more than 500 errors I got on the last crawl, How can I call SeoMoz tech support ? I cannot use my 'One question a month to the pro's a option', cannot select the option pretending I have used my question this month where it is not true. Need help. Thanks
Moz Pro | | processia0 -
Different Moz Scores Between Page and Subdomain
The Moz scores for a page-specific website:: www.website.com are different than the subdomain: www.website.com/. www.website.com: Page MozRank: 4.58
Moz Pro | | DanSpeicher
Page MozTrust: 4.9 www.website.com/ Subdomain MozRank: 5.21
Subdomain MozTrust 5.18 Does that have any significance? Should I be routing pages to the " / " version? Thanks, Daniel0