some pieces missing from view

Only a subset of the CDN servers were having issues. Not everyone was impacted. I don't know what contingencies they have in place, but a DNS change can take a long time to fully propagate, so even if there is a backup provider, it can take a while to resolve 

Well then they answer tickets very slowly (I first raised the issue over 24 hours ago).

Bottom line: forum members can't provide solutions, only Chess.com can.

Chess.com doesn't seem to prioritise customer experience.

Nothing more to comment here!

This site, along with a lot of other sites, has seen explosive growth in the past few months due to the pandemic.

https://www.chess.com/blog/erik/chess-com-during-this-global-stay-home-moment

The site has a lot of new members and a corresponding increase in the number of support tickets. They hired additional staff, but even with that, the time to resolution has increased. Before the pandemic, 24-48 hours was a long ticket wait and most were answered before then. Now, times have increased, so up to a week is a lot more likely now.

Also, there are a subset of problems/questions that can easily be answered by other members and/or the help pages and don't need to have tickets.

With power comes responsibility.

If there has been a surge in new membership then they need to adjust their business model to accomodate the customer.

I don't know what your role is in all this and why you are so protective of them. But from my side...

NO EXCUSES FOR POOR CUSTOMER EXPERIENCE.

please do not write a response, I am now unfollowing this link.

Good day

They did adjust, they hired additional staff. Unfortunately, the number of additional members didn't mean all of them became premium, so they also have to stay within budget and be able to pay employees and upgrade things to support additional loads. Another adjustment is that ticket resolution times slide some unfortunately.

I'm not being protective, just understand a lot of the constraints and that scaling quickly is hard and may not be fully possible due to financial reasons.

Apparently, you know nothing about managing customers.

Nobody cares to hear the excuses for why companies fail to deliver.

If you know so much about their operations, how many new customers, how many new staff etc., then do something constructive with your time like finding solutions rather than explaining all the reasons why the company fails on customer service.

I am glad you don't work for my company 😊

This was an issue all day yesterday, and appears to still be so. Is there a known time table or are we just out of luck?

Well Martin seems to have all the excuses as to why they can't fix the problem, but alas nobody seems able to provide a concrete solution.

Btw, I only have these issues on my laptop. My phone app seems to work fine.

All I know is that there is/was a CDN issue. The apps don't use the CDN, since image assets are local to the app, so that is one option.  

Things are working fine for many users; for example, I haven't had any issues during this time.

Time is limited and they can't just make all the employees work until all the all the tickets are answered. As to how many support staff were added, I was told there were four new support members (and they added other technical/coding staff as well) ...

I'm just volunteering any insight I have into the situation and my part of finding solutions is answering questions when I can and have spare cycles to do it. I don't work for the site so can't do much more than that. I'm sure if money and training were no object, the support queue could be quickly emptied; unfortunately the real world doesn't work like that and there are limits on both time and money to pay staff to work on things.