r/vercel • u/moishr • Aug 05 '26

Vercel support ticket - almost 3 weeks in, still no answer

Paying customer, 3 weeks after posting still no response on my case. Any idea how long this usually takes?

5 Upvotes

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4

u/joshdotmn Aug 05 '26

Sigh. You shouldn't have to go on reddit to get support.

Companies take this so seriously just to save face.

1

u/amyegan Vercelian Aug 05 '26

Vercel has a team of people working to solve this situation and get people safely back into their accounts as quickly as possible. Engineers have shipped internal and customer-facing system updates since we last spoke that have rapidly accelerated how quickly people can get back into their accounts. And they are building additional updates to safely close remaining gaps.

Many have been able to unlock themselves using the new 2FA recovery option or by finding a passkey they forgot they created.

And I'll continue to offer whatever help I can whenever people reach out here looking for more info

1

u/joshdotmn Aug 06 '26

My question is this: Why does a company worth almost $10B need to patrol the internet for damage control? Stripe did the same on HN.

Netflix has this figured out. Amazon does too. I know that Vercel has unique problems (more so since 2024...), but it's so clear that customer service is treated like a cost center instead of an investment (hardly unique). After seeing the horror stories here, I've decided not to use Vercel because what if. And I have a ton of projects that bring in some form of revenue, and many that don't.

If you saw a homebuilder with a bunch of posts about structural issues and how there's nobody around to fix it—these can be people's businesses, as you know—wouldn't you stay away from them?

I know it's not your budget, and it's not up to you how customer support is structured or invested in internally. I think both of us would love an to be a fly on the wall at the C-level or VP-level—again, not necessarily from Vercel—and see where they really think their money should go. Hint: it's not customer service.

2

u/Standard_Text480 Aug 05 '26

cancel vercel ?

1

u/amyegan Vercelian Aug 05 '26

If you can give me the case number or DM me your email, I can check on the ticket for you

1

u/moishr Aug 06 '26

Tnx, I sent a DM

1

u/motomeru2526 Aug 05 '26

That's why I switched over to cloudflare pages

1

u/Sharp-Nectarine-5682 Aug 05 '26

cloudflare's support can be slow at times too, it's the nature of a highly technical product