I can understand the frustration and I can relate to the longer than normal support times, but this is something that they’ve announced themselves as working towards improving. It sounds like the overwhelming majority of your experience with the platform has been free of issue, so thankfully this seems to be somewhat isolated.
Slow support due to the corona virus boasted from companies like Webflow seems completely bogus to me though. I’m confident their employees, especially their support department, works from a computer screen regardless of being in a physical office or not. Half of their team was already remote before this virus, so it’s not like this is something new to them.
The thing with the COVID issue is that there’s not only a change with some former in-house folks working remotely, but also a much larger number of customers (new and old) that are now able to work with the platform more than they used to. Let’s say you did freelance work in the evenings after your regular 9-5, but now you’re furloughed (or worse, laid off completely)—so now instead of a couple of hours in the evening, you’re freelancing full-time and working within the platform 6-8 hours a day. Spread this over all of their users and it can quickly become overwhelming even with all the right processes in place (I’d say this is Webflow’s weakest link at the moment).
If they can’t keep up, they shouldn’t be loading on more customers that they can’t handle.
I’d be surprised if any business is slowing down on their marketing efforts at a time when online businesses are thriving—it would be very counter productive to continued growth.
I understand that Webflow is for the most part a “product as is” and they can’t help with all issues, especially when it comes to customization, but they should be able to support issues when it comes to bugs. A user or even community specialist isn’t able to debug for them. They should have higher priority for those tickets.
Totally agree, and when issues are determined to be bugs I would hope they are prioritized accordingly.
Regarding the two threads you linked from me, the only one I’m having issues with now is “Image Disappearing”. I’ve unpublished and republished along with many other attempts to fix it without luck unfortunately. It does definitely seem to be a bug.
I took a quick peek at the disappearing image problem and will be replying in that thread with some steps you can try to hopefully address the issue. Definitely appears to be a bug though.
Day 7 by the way without a response from Webflow – plenty of marketing emails from them in the meantime though.
This relates to the idea of them continuing their marketing efforts, but the two teams almost certainly operate somewhat separately from one another. Technical support would be focused on retention (current customers) while marketing would focus on acquisition (new customers).