Chess.com support not responding and I'm curious
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They would rather keep you waiting for a week and a half instead of putting new members on a wait list until they can handle the volume. Lack of support is bad but they’re also aware that overloaded servers are causing unfair results and ruining matches.
So my youtube part was apparently ignrored when we are faced with the clear facts of user being right ;p
Mar 8, 2023
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#23
Growlylittleray wrote:
Mine is not ! chess .com doe's not send new log in password or acknowledge me I have been a diamond member for over 6 years have several thousand games and tens of thousands of puzzles and I am shunned by chess ' com
Your profile says you joined 8 days ago. Presuming that this is a new account that you created after you lost your password to your original account, but as previous posts in this thread have said, support was swamped and is taking longer than usual to answer support requests. They are doing everything they can to work through their backlog. They handled twice their usual volume last month. Please be patient. I am sure they will get back to you.
Mar 8, 2023
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#24
ForcedStalemate69 wrote:
Yup it's been a week and a half for my username change, just remain patient!
You can change your own user name in your profile settings. (Just once, however.)
Mar 8, 2023
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#25
Spawndemic wrote:
They would rather keep you waiting for a week and a half instead of putting new members on a wait list until they can handle the volume. Lack of support is bad but they’re also aware that overloaded servers are causing unfair results and ruining matches.
I think that the server problems are improving. I haven't seen reports of sudden game aborts recently. Or people being refused access.
I know that they have a bunch of new support people hired and in training. I am hopeful that the support backlog will be reduced soon.
Mar 8, 2023
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#26
Felix-Rose wrote:
I was late and missed the first round of titled tuesday,at 10.01 i tried to join for the next round but the titled tuesday tournament is nowhere to be found.
Why is that?
Why is that?
I couldn't find the link during the event but evidently 514 people found it.
https://www.chess.com/tournament/live/early-titled-tuesday-blitz-march-07-2023-3881868
Spawndemic wrote:
If they were an ethical company they would put new members on a waitlist until they had sufficient customer support and technical capabilities in place to handle the growth.
Instead, they’d rather force people to lose games unfairly due to an overloaded servers timing out and behaving erratically. They would rather ignore customer support requests indefinitely.
This is just the short term pain which they’ve decided will be more lucrative in the end than a wait list. Two years from now they’ll write a learning-from-our-past-mistakes pseudo apology and then enjoy the profits of their online chess monopoly.
In short, they don’t care about customers who complain or act needy right now because they’ve got more than enough replacements; in fact, they’d be more grateful if anyone upset about losing unfairly would just stop asking for any support and simply quit the site.
Instead, they’d rather force people to lose games unfairly due to an overloaded servers timing out and behaving erratically. They would rather ignore customer support requests indefinitely.
This is just the short term pain which they’ve decided will be more lucrative in the end than a wait list. Two years from now they’ll write a learning-from-our-past-mistakes pseudo apology and then enjoy the profits of their online chess monopoly.
In short, they don’t care about customers who complain or act needy right now because they’ve got more than enough replacements; in fact, they’d be more grateful if anyone upset about losing unfairly would just stop asking for any support and simply quit the site.
THIS ^
I messaged them 3 times over 3 days… it took about a week to hear back, but the wait was worth it.
exploitim escribió:
Guys its been 3 days that chess.com support didn't respond and I'm getting curious. I want to change my name and the name that I want to change is available rn. And I already used my rename once. So... Will they. Change my name?
Just never change your avi, please.
Mar 18, 2023
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#30
artigas183 wrote:
They never answer
It’s just incredibly inneficient
The worst support I’ve ever seen in an app
It’s just incredibly inneficient
The worst support I’ve ever seen in an app
They answered more than 63,000 support requests last month- twice the usual volume.
Mar 18, 2023
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#31
This week I got a reply, and I reported the issue about 2-3 weeks ago.
On 2023-02-22, I wrote to Chess.com about a problem of Chess.com.
Chess.com said “a few hours” about a response. I received an automatic message saying “shortly” about a response.
We are on 2022-03-18 and I have received no answer.
Nykola
Mar 18, 2023
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#33
I don't have any access to the support system but I assure you they have every intention of answering every reasonable/ possible request.
Mar 18, 2023
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#34
artigas183 wrote:
It’s a lie… clearly by the threads here, thousands of requests never get answered
My last one is waiting for over 1 week
My last one is waiting for over 1 week
It's not possible for you to have had a request outstanding for more than a week since you only joined the site six days ago.
Mar 19, 2023
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#35
You won't necessarily ever recieve a reply. 2 of my (reasonable) emails to support from a few years ago never got responses.
Mar 19, 2023
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#36
Growlylittleray wrote:
There is apparently no member support I have sent several e-mails and nothing
It takes longer than usual to get a response from the support now and I believe they are working on it to increase the average support response time.
UpcommingGM a écrit :
It takes longer than usual to get a response from the support now and I believe they are working on it to increase the average support response time.
Increase, indeed.
Mar 20, 2023
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#38
artigas183 wrote:
It’s incredibly bad the support
Crazy
Crazy
As has been noted, you just joined 7 days ago.
What is the issue that support failed to address yet? You might have to wait a while longer.
Mar 20, 2023
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#39
Last month, more than 63,000 support requests were handled. New staff has been hired and is in training.
Again, they are doing everything possible and appreciate your patience.
I again ask the complainers to share the actual issues which you want handled. There may be things that moderators and other users can suggest to help you.
justbefair a écrit :
I again ask the complainers to share the actual issues which you want handled. There may be things that moderators and other users can suggest to help you.
I need vacation time ! Days 1 of a month and days 15 of a month come, but no vacation day comes. I wrote to support, several times, this takes time ! But the problem continues and I got no answer.
Nykola