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
-
No Ranking Keywords in Moz
I am using the link explorer to search my website https://bestsportsmask.com/ in Moz. But it is showing no ranked keywords but in other tools it's showing some keywords. What could be the issue.
Moz Pro | | DanielMaier0 -
Why does Moz show 302s that I previously resolved?
So Moz was flagging thousands of 302 errors in the Redirect Issues section. It was due to the URL extensions containing /directory/currency/switch/currency/ I added this to my Robots.txt file as I don't want these indexed. I marked the 302 errors as fixed and after the next crawl they came back and I now get the message: One or more previously fixed issues continue to persist. We have found one or more issues that were marked as fixed previously in the last crawl. Do I just ignore the errors or is there something wrong that I may be doing? Any help would be much appreciated. Thank you.
Moz Pro | | lbagley0 -
New Mozscape index released! Learn just what's been going on.
Hi everyone, I'm very, very pleased to announce that the latest Mozscape index has been released five days ahead of schedule, and it's back up to the quality you expect from Moz! It's no secret that we've struggled this year with our index. I can't overstate how much we appreciate everyone sticking with us—we know how hard this has been. The good news—well, apart from the early release—is that we've worked out the issue, and we expect to finally be back on track moving forward. Director of Engineering Martin York has shared a post to the Moz blog explaining just what's been going so wrong, and outlining our plan for the future. Thank you, from the bottom of our hearts, for being such an incredible community. As for the folks who are seeing Domain Authority and Page Authority drops since the index release, please see Rand's recent post for more.
Moz Pro | | MattRoney7 -
Why would I be ranking for a term when it's not anywhere in my page or pages linking to it?
Hi, I have a keyword that's not anywhere in my page in page-grade tool nor are any pages linking to it with that term, why would that be ranking. The term is "dynamic card solution" This is a company we used to have 5 years ago and merged with our company. This term is ranking #1 for this page- http://www.datacard.com/instant-issuance-solutions . I can't figure why that would be even as this is a newer page in the past year. Thanks for any insight as I'm newer to moz. Laura
Moz Pro | | lauramrobinson320 -
Mozscape index dosen't update
Last Mozscape index update: July 11, 2013. Next Mozscape index update: August26, 2013 Today is August26.Why mozscape doesnt updated?
Moz Pro | | vahidafshari451 -
How many of my linked pages should I redirect (301's)
I'm moving my store to a new site and will have a much friendlier but completely different URL structure. I used Open Site Explorer to find inbound links to 513 pages and have done about half so far. The remaining pages have one link each at a page authority of 27 or less - but there are still 250+ of them. I have to manually view each old page, search for the product on the new site, and enter the redirect as there is no way to translate old URL's to new ones. How important is it for rankings to redirect the remaining 250 or so pages?
Moz Pro | | agirlandamac0 -
Where do these URL's come from?! (Indexation issues)
We have an international webshop with languages in the URLs. Our URLs are now set up as follows: http://thermalunderwear.eu/eng/category/product Now, we know that there's some kind of strange redirect problem causing problems with our indexation, this is a technical issue that should be fixed soon. But whether this is the cause of some other strange problems, I do not know. I'd be happy with any help/advice/tips. 1. The SEOmoz site crawler starts at http://thermalunderwear.eu. This currently does not yet redirect to http://thermalunderwear.eu/eng like we want it to, but all the links on the page do include the default language code. So all links on the page are http://thermalunderwear.eu/eng/category etc. However, apart from those URLs, the site crawler finds many URLs in the form http://thermalunderwear.eu/category/product etc., so not including the language variable. Where it gets these I do not know, and since these URLs dont exist and the webshop simply shows the homepage, these URLs all have 50+ duplicate titles/content. Why oh why? 2. If I do a Google search for indexed URL's with English as language, I get many results formatted like this: Coldpruf Enthusiast mens thermal shirt - Thermal wear for men ...
Moz Pro | | DocdataCommerce
thermalunderwear.eu/eng/men/coldpruf-enthusiast-mens-thermal-shirt 170+ items – Fine-ribbed longsleeve thermal shirt men from Enthusiast ... {$SCRIPT_NAME} eng/men/coldpruf-enthusiast-mens-the {$ajax_url} http://thermalunderwear.eu/ajax What are those variables doing there? It looks like it's taking something from our Smarty debug console, which is hidden but still active in the source code, but also the ajax URL which is in a completely different location. What is Google trying to show here?0 -
Urgent: Campaign set up 'Select Competitors' errors
Hi. Im setting up my first campaign and Im having issues with step 3: 'Select your competitors to track'. I only want to track 1 competitor: http://en.wikipedia.org/wiki/Ryan_Murphy_(writer) When I enter this and the competitor name into the form provided and click 'continue to next step' it throws an error at me: Darn, there are errors in your form! Don’t worry, Roger can’t feel pain. Competitors domain http://en.wikipedia.org/wiki/ryan_murphy_(writer) may not have a /path after the host Domain http://en.wikipedia.org/wiki/ryan_murphy_(writer) may not have a /path after the host Can anyone help me as this is urgent.
Moz Pro | | RyanSMurphy1