When the Canned Response Does Not Work

Have you ever tried to contact Tech Support about a problem only to have them read from a script that does not address any of the issues that you have tried to convey?

On May 28, I had that experience with WordPress, when several blogs that I have followed for over a year suddenly would not allow me to either like or comment. At the same time I was having this problem with my PC, I was able to both like and comment on my cellphone.

I had told them I could comment and like from my cellphone but not from my computer.

From WordPress: We noticed you were able to log in,

Me: That was from the cellphone but not the computer.

WordPress: Have you logged into WordPress,

Me: I have WordPress open to work on an upcoming post.

Per their request, I began to show them screen shots of subsequent transactions, including the different between a cellphone response and a computer response.

It took them a few days before they continued the email conversation. They wanted to know which sites were giving me problems so I send them the links.

From WordPress: You will need to login to your WordPress.com account to be able to like a post. If you are not logged in when you try to like a post, you will see a pop-up asking you to login to your account, once you login you will be able to like the post.

Me. I am logged into WordPress. I sent them a screen shot of that day’s statistics as proof.

They then asked me if I had logged into a different WordPress account–I only have this one account.

Finally on June 2, WordPress gave me some options that did not involve asking me questions I thought I had already answered.

WordPress: Can you try clearing your cache on your computer by following these steps?

Me: Cleared the cache. It did not clear up the problem.

WordPress: In order to eliminate the issue as being related to the account login, can you go to the link shared below, and send, via screenshot, what you see there, please:

https://wordpress.com/me

It didn’t show any problem.

WordPress: From the image, it looks like you are using Firefox. In the browser, can you please check what level your security settings are at? (WP press thought it might have been set on Strict which could have been causing the problem.)

Me: It is set on standard.

WordPress: I’d suggest you to try other browsers like Google Chrome, Safari, Microsoft Edge etc and see if the same issue persists across browsers. They also recommended that I refresh Firefox

Me: Google allowed me to like, but still required me to log in when I wanted to comment. However, when I refreshed Firefox, it worked like a charm. I am once again a happy camper.