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Chess.com Support: A Delay in Communication

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JosephReidNZ

Over a week ago, I contacted the Chess.com Support team regarding an issue I encountered. Their response time is typically listed as 1-3 days, and in my experience, the new support messaging system has always been impressively fast. However, this time, I haven't heard back yet.

I understand that Chess.com is a massive platform with over 190,696,136 members, which undoubtedly creates a heavy workload for their support team. Even so, the delay is unusual and frustrating, especially given how responsive they usually are.

I’m left wondering if there’s a bottleneck or something unexpected impacting response times. I remain hopeful that the team will address the situation soon and return to their prompt and effective service standard.

If anyone else has been experiencing similar delays, it might be worth reaching out again or being more patient than usual as they catch up.

Lark

Believe I've only ever had the one reply from them specifically, however my last request (a name change) was granted fairly quickly. This was within the last three months.

It could be that some people, which might be needed to confirm for a reply, are traveling for holidays, with Chess.com being an American company and all.

JosephReidNZ
Lark wrote:

Believe I've only ever had the one reply from them specifically, however my last request (a name change) was granted fairly quickly. This was within the last three months.

It could be that some people, which might be needed to confirm for a reply, are traveling for holidays, with Chess.com being an American company and all.

Hey, Lark (Jodie Whittaker):

Oh alright, I guess you’d already changed your username once before then?

I suppose the Thanksgiving holidays might be slowing things down a bit on their end too.

Martin_Stahl

Employees are from all over the world, so holidays that aren't worldwide, aren't going to have a very big impact on response times

JosephReidNZ
Martin_Stahl wrote:

Employees are from all over the world, so holidays that aren't worldwide, aren't going to have a very big impact on response times

Yeah, kinda forgot about Thanksgiving in the U.S. not to mention it's November and the lead-up to Christmas!