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AutomatticCustomer support complaints

Small business reports 8-day website outage due to 12-hour support response times

Read at g2.com

What happened

A small business user reports that WordPress.com's 'live support' for their business plan is non-existent, leading to 12-hour response times and incorrect technical advice. This has resulted in an 8-day delay to resolve website issues, causing significant frustration and an unusable website. The user feels WordPress.com does not care about resolving their problems.

Source

From the reviews

  • 1 of 5
    “We have the "business" plan which is supposed to include "live support". The "Free" plan is email. For the last couple of months, live support has been non-existent. No one responds to the live help desk, and it takes a full 12 hours to get a response.”

    Verified User in Wholesale, Small-Business (50 or fewer emp.)Aug 14, 2026View

  • 1 of 5
    “The tech support is often incorrect, so you have to reply and let them know that what they told you was wrong. Then it takes ANOTHER 12 hours for a response. I contacted them on a Monday. It is now Friday afternoon, and we are still at square one.”

    Verified User in Wholesale, Small-Business (50 or fewer emp.)Aug 14, 2026View

  • 1 of 5
    “Now we have to wait until Monday to get a response -- 8 days later and we have a website that is not working properly. Doesn't seem like care at all.”

    Verified User in Wholesale, Small-Business (50 or fewer emp.)Aug 14, 2026View

Extracted by Autobound

From the Signal API record
Signal
Customer support complaints

What this signalsReview themes often show where customers may look for an alternative.

Product
WordPress.com
Star rating
1 of 5
Reviewer
Verified User in Wholesale
Reviewer details
Small-Business (50 or fewer emp.)

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The full record

From the Signal API record

Extraction

Detected
Sep 14, 2026
signal_type
product-reviews
signal_subtype
CustomerSupportComplaints

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The API returns more than this page shows

This page shows a preview. The full product-reviews record in the Signal API and MCP can also have these 8 fields. Some fields are empty for some signals.

Company

  • linkedin_urlValue in the API
  • industriesValue in the API
  • employee_count_lowValue in the API
  • employee_count_highValue in the API
  • revenueValue in the API
  • descriptionValue in the API

Signal

  • signal_nameValue in the API
  • associationValue in the API
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Show the full JSONThe record on this page and the API request

GET /v1/signals/6bba57f8-dbd6-42eb-8bfd-3340e0e24597 returns this record as JSON. POST /v1/companies/enrich returns every signal for automattic.com.

{
  "signal_id": "6bba57f8-dbd6-42eb-8bfd-3340e0e24597",
  "signal_type": "product-reviews",
  "signal_subtype": "CustomerSupportComplaints",
  "detected_at": "2026-09-14T09:22:57.31+00:00",
  "company": {
    "name": "Automattic",
    "domain": "automattic.com"
  },
  "data": {
    "summary": "A small business user reports that WordPress.com's 'live support' for their business plan is non-existent, leading to 12-hour response times and incorrect technical advice. This has resulted in an 8-day delay to resolve website issues, causing significant frustration and an unusable website. The user feels WordPress.com does not care about resolving their problems.",
    "evidence": [
      {
        "quote": "We have the \"business\" plan which is supposed to include \"live support\". The \"Free\" plan is email. For the last couple of months, live support has been non-existent. No one responds to the live help desk, and it takes a full 12 hours to get a response.",
        "review_url": "https://www.g2.com/products/wordpress-com/reviews#review-13274293",
        "review_date": "2026-08-14",
        "star_rating": 1,
        "reviewer_name": "Verified User in Wholesale",
        "reviewer_title": "Small-Business (50 or fewer emp.)"
      },
      {
        "quote": "The tech support is often incorrect, so you have to reply and let them know that what they told you was wrong. Then it takes ANOTHER 12 hours for a response. I contacted them on a Monday. It is now Friday afternoon, and we are still at square one.",
        "review_url": "https://www.g2.com/products/wordpress-com/reviews#review-13274293",
        "review_date": "2026-08-14",
        "star_rating": 1,
        "reviewer_name": "Verified User in Wholesale",
        "reviewer_title": "Small-Business (50 or fewer emp.)"
      },
      {
        "quote": "Now we have to wait until Monday to get a response -- 8 days later and we have a website that is not working properly. Doesn't seem like care at all.",
        "review_url": "https://www.g2.com/products/wordpress-com/reviews#review-13274293",
        "review_date": "2026-08-14",
        "star_rating": 1,
        "reviewer_name": "Verified User in Wholesale",
        "reviewer_title": "Small-Business (50 or fewer emp.)"
      }
    ],
    "headline": "Small business reports 8-day website outage due to 12-hour support response times",
    "relevance": 75,
    "product_name": "WordPress.com",
    "source_page_url": "https://www.g2.com/products/wordpress-com/reviews/reviews",
    "switching_intent": {
      "urgency": "none",
      "detected": false
    },
    "quantified_impact": {
      "metrics": [
        "12 hours to get a response",
        "ANOTHER 12 hours for a response",
        "8 days later"
      ],
      "has_numbers": true
    },
    "decision_maker_complaint": {
      "title": "Small-Business (50 or fewer emp.)",
      "is_decision_maker": false
    }
  }
}

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