Bloggers who answer WordPress.com technical support forum questions as I do will tell you that it’s how one asks a question and how much relevant information they provide that determines whether they get a satisfactory answer or not.
Ben Sibley’s How to Make Your Customers Better at Customer Support contains eight steps for asking a question that I guarantee will get you better support.
- Search First
- Ask the Right Person
- Tell Us What is Wrong
- State Your Original Goal
- List the Symptoms
- What Happened Before the Symptoms?
- What Have You Tried Already?
- Share Your Environment
Posting to the WordPress.com support forums
If you have a free hosted WordPress.com blog here’s the link to the support documentation entry Forums FAQ – Getting Help in the Forums.
The WordPress.com support forums are peer support forums where Volunteers and Staff work cooperatively to deliver technical WordPress.com support. There is no phone support and we Volunteers do not provide support by email.
Volunteers answer most questions posted into forum threads and Staff monitor. When Volunteers cannot provide the required support we flag threads for Staff attention.
If you search and cannot find an answer to your question we Volunteers will be happy to answer in forum threads. Please simply post exactly what you need help with knowing there’s rarely ever a question posted that has not already been asked and answered.
When a Volunteer or Staff member suspects a browser related issue is causing your problem, there are some questions they may ask you to answer and troubleshooting steps they may ask you to take.
*Share your details
1. What is the URL of the site you are having issues with?
2. Are you logging in as Admin under the exact same username account that registered that blog? If not, then are you an official user of the blog and what is your role?
3. Exactly what kind of device are you using to connect to the internet and to WordPress.com?
4. Exactly which browser (and version of it) are you using? Check here if you don’t know. If you are not running one of the browsers and versions WordPress.com supports at http://browsehappy.com please upgrade.
5. If you are using an IE (Internet Explorer) browser in compatibility mode please disable it.
8. Try disabling all browser extensions or add-ons temporarily.
9. Try enabling HTTPS log-in. Add both *.wordpress.com and *.wp.com to your list of trusted sites under the Security tab. Make sure to uncheck the box for “Require server verification (https:) for all sites in this zone.”
10. Try using another browser.
Creating a support ticket
For more tips for getting timely technical support please read my related post: Basic WordPress.com Tips for New Bloggers
Aside from the English speaking technical support forums note that WordPress.com forums are available in many other languages.