The customer support page has exhaustive FAQs where customer can get their questions answered without contacting a care agent.
Customers can also access online help and tutorials right from their website administration panel.
Although their customer service representatives are friendly, helpful, and knowledgeable, they do take a long time to answer. This may be another argument in favor of the Premium or eCommerce plans, which include priority support. The lack of an instant chat feature is a major disappointment.
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Don’t use site builder.
I've been their client for several years. One thing which is common for them is agressive charging your card for options which you didn't want. Same story for every year. Suddenly billing is not dozens of dollars but hindered of dollars. Each year the same and each year you have to fight to cancel it. Or to try to cancel. Basically you can consider it as a scam.
Can only add one photo at a time, limited color/ground choices, mass marketing email on the blink, online chat each response takes 2 to 3 minutes, difficult to personalize and generic with few choices. Extra charges added in for everything, Nightmare from day one.
Any time I have ever had a problem or a question on how to do something, tech support cannot answer or help me. Its so bad that the people that are there to help never can. I don't get it. I definitely wish I went with another site.
Having a website that is easy to set up does not matter, if I cannot get into my emails. I have had this website for app. 10 months, but a couple of weeks ago, my email screwed up. I have emailed SiteBuilder, and have live chatted with them a few times and always get the same response......Someone will get back to you within 24 hours. This has been going on since Dec 23rd.
I NEED to get into my emails.....this site is for business, and I need to contact ppl. I do not have their email addresses elsewhere!
It would be nice to have human contact via telephone. Very frustrating to only chat each time. And US customer service would also be nice.
Really tired of the outsourcing.
My advice???? Do NOT use Site Builder!!!!!
Called to get customer service, provided Representative with my number (just in case). Of course got disconnect (overseas call - India maybe), of course did not get a call back. Emailed Customer Service to get help. Received and autoreply - We at SiteBuilder service over 10 million account and cannot not get to you for up to 48 hours, actually took closer to 84 hours - not a good show of Customer Service (just starting out). Had a problem with the site freezing, could not edit, save or get out of the page. Had to exit via internet tab, therefore loosing all updates entered on that session. Setup chat... after waiting 20 minutes did not get chat session started. Closed chat, setup another chat session, another 30 minutes go by... that's close to one hour of non-productivity (you do the math). Although they do have a really good website - great templated, very user friendly with feature you would find at a much more expensive site, It is really a shame the customer service lead to a problematic situation for someone how wants to get things done.
I built a website using this company that I really liked. It was fun to do and proved very effective for our bussiness. However one day, after three months, I could not login. It just said "user could not be found". There was the end of the good experience. The support only gave me links to change my password and then user email for the login. None of this resolved the problem! Same message and unable to edit my site! Now they do not answer my emails or my phone calls!!!! I have no idea what to do but start all over somewhere else. A good web site takes a LONG time to build and fine tune! Now I doubt that I can even get the same web address that is a part of my sales contact everywhere! You would think that they would be able to fix this and not just give up and block me! Don't use them!