Service riddled with bugs, no support, and no one cares

[nhnf85a]

I upgraded my account to Large on Sept, 21st from basic. On Oct 3 I raised a ticket to support stating that my account was not utilizing the full crawl. I was informed that Sam would make the change for me and I would see the change in the next crawl. I waited until the next crawl and nothing changed.

I raised another ticket stating what took place in the first ticket and that the crawl limit was changed and that we were still having trouble crawling 50,000 pages, the site is 59,000 index-able pages. As part of the second ticket I indicated that I was also experiencing trouble with Moz Analytics only allowing data from Sept 9th to the 15th and I could not change dates. I received a response to the second ticket 27 hours later from David. David requested that I disconnect GA and reconnect it. I told him that I had already done this but that I would do it again. I also asked for a credit to my account because I had not been able to use what I was paying for. David responded stating that he would forward this to an engineer for a response, I waited until the 21st, I then raised another ticket.

I immediately received a automated response and have not had anyone response to the third ticket nearly 5 days later.

It saddens me to see that Moz has gone considerably down hill in their desire to furnish tools to SEO's that work. No one seems to care. As part of the cancellation process you are furnished a phone number to call for help. I called the number and after holding for 4-5 minutes I was asked to leave a voicemail which I did explaining my situation. No response yet.

I was left with really nothing else to do other than finish the cancellation and chargeback all of the service charges since my upgrade.

Sorry for the rant but hope this helps others.

[DavidLee]

Hi Lorenzo

I sent an email to you this morning from our existing thread. Are you able to see it in your inbox or spam folder?

[nhnf85a]

David do you have any updates? Were you able to figure anything out?

[nhnf85a]

I double checked my email and I do not see any mention of a work around, crawl test, or credit.

If you wouldn't mind please provide the details on how to perform a crawl test and how to get Moz to crawl properly. I am frustrated as this was supposed to be changed by you and I figured going forward this would be solved but it isn't. How do we fix this?

I understand that responding to the email threads is the proper way to go about it, and that is exactly what I did, once I stopped receiving responses I created new ones as this was the only method to get heard. Not providing a phone number to more than basic level users is a policy that should be reconsidered as this probably would have avoided me taking these actions and $250 monthly spend warrants better support that a standard tickets system with no guaranteed response time.

I appreciate your credit offer however, I have already initiated the charge-back and cancelled the account. I may reconsider but how do we fix my issues?

[DavidLee]

Hi Lorenzo!

I am terribly sorry you feel that you are not receiving updates. I did respond to you on the 18th providing a workaround to run a crawl test before the web app is scheduled to run. I also happily offered to give you a full credit of your next month's service once we can resolve all of your issues we have open with our engineers. For open issues you will receive a much faster response if you reply to our existing emails as you do have a record of hearing from me within an hour since I initially made contact with you. Sending a new support request will put you behind 100 other support requests which I will not be able to see so I will not know you are asking a new question.

I do see your cancelation has been submitted and if you have not yet requested a chargeback with your bank, I am more than happy to refund the $249.

Let me know what you would like to do as I really want to help you resolve these issues.