What do I do when Weebly team don't respond to my questions?

[SpK]

Five days ago I wrote to the Weebly team regarding my account.

They replied the next day and I wrote back to elaborate on my question, also stating that this was an urgent matter.

Three days later I still haven't heard back, despite me writing again asking if they could please reply as it's crusial to get the problem solved asap.

What do I do?

[Bernadette3]

I'm sorry you haven't heard back from the rep. It's possible they were out sick. I did see your new request and replied to it for you.

[SpK]

I still have the same issue that weeblydoesn't respond to my questions.

Last time I wrote was regarding upgrading of mu account, where weebly didn't reply for a week.

4 days ago I had to contact weebly again because I cannot upload hdvideos to the pro account, despite having tried every suggestion posted in weebly help forum.

Has anyone similar experience on weeblys support?

What to do with hd video upload?

[Adam7]

It looks like we're seeing a higher-than-normal volume of emails, unfortunately. What steps did you try so far regarding your HD videos, @SpK?

[SpK]

After refreshing the weebly site the video you're referring to is now on my web site.

The real issue of me not being able to upload videos to my $12 per month weebly account, is yet to be solved.

My internet upload speed is okay since I just uploaded the video to google docs where you downloaded it from.

I have been writing back and forth with the Weebly team regarding this same issue for 7 days now and you keep bouncing the problem of to my internet connection, computer, compression programme etc.

I have checked every suggestion, different computers and different internet connections.

Could this possibly have something to do with the Weebly hd video service???

This is totally unacceptable!

I pay $12 per month for this service in the pro account.

Are you unable to solve the problem, could you please inform me so I can find another provider for the service and get my subscription fee back?

[Bernadette3]

Hi @SpK Issues like this can be difficult to pinpoint when we are not able to replicate the issue from our end. What is the link to the site with the video? What is the video file type and size? The internet service you use? Is the internet connection wired or wireless? Is the router used connected to many devices? When was the last time you reset your router/modem?

[Bernadette3]

Also, when you upload the video is it to a new page or are you editing an existing page? Have you always had an issue with uploading video or are any of them successful? 

[SpK]

 If you had proper concern for my problem you might have thought to look into my website on your own initiative and then you would be able to see that I have uploaded 7 videoes succesfully.

I have also tried to upload one of the 7 videos I've successfully uploaded again, and this time it fails! So I cannot see other than the fault is on weebly!

I'm not receiving the service I bought from Weebly at $12 per month at all!

If this issue isn't solved ASAP I have no other choice but to cancel my account and get the full refund. I will also let all my peers, friends and review sites of my experiences with Weebly!

[Bernadette3]

I understand the frustration, @SpK. If the service is not going to work 100% for you then we are more than happy to refund the full charge. The email rep you are working with has tried to recreate the issue and is unable to from his end, unfortunately. If there was an issue with the HD element we would have an influx of messages to our support center, but at the time there is no known issue. The only other thing I can suggest is to reset your modem/router as it sounds like that could possibly be the only other tip you have not tried. It may also help to disable any browser extensions or firewall/antivirus program that may be running. 

If the above suggestions do not work please let me know and I'll process the refund asap. 

[SpK]

This is very unfortunate as I spent almost a week creating this website and will take even more time to create a new one at a different web hotel!

Can you please try to find out why I was able to upload the first 5 videos?

[Adam7]

Can you try something for me, @SpK? Can you try uploading one of the videos that did successfully upload to a hidden page of your site? I don't think the issue is your connection, although this will help confirm that.

[SpK]

Hi Adam

Thanks for trying to solve the issue. I don't understand what you want me to do, can you please clarify?

[Adam7]

I'd like to see what happens if you upload a video that worked in the past to a new element.