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Support has gotten a lot worse

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peepoShocked

Chess.com Support is suddenly terrible, you used to be able to email the support team and someone would reply to you swiftly and the team was always friendly and helpful (unlike the other leading chess website's support team), Anyways now chess.com no longer has a support email and you have to use the stupid AI bot that makes you ask the same question over and over again and there is no way to connect with a live agent??? very disappointing (update I got connected to a human after a day, who was very helpful, but still they should have an email option)

ezqferg

I absolutely agree with you peepoShocked. Having been a member for many years, I can attest to the drop in customer service. If you actually get ahold of someone (good luck), they know nothing about chess and and you get a generic customer service answer like......."I will refer that problem to someone else." I just made another post that I've noticed that they have slacked on catching cheating players lately as well. Really disappointed in Chess.com right now. Seriously thinking about Lichess only if they don't up their game. Pretty sad when a completely free site is almost better than Chess.com.

AuroraSentinel

Their bot support sucks.

It cant help me and I cant contact an actual human support

2025Chess2025

Look at their diamond membership. They only care about money. A person has to pay 10/month if they get a single diamond, but they allow groups of four to get 4.17 per person. They only care about the mighty dollar, not the individual chess player who wants to improve. Look at the prices, do the math and compare. https://www.chess.com/membership?c=navbar

Martin_Stahl
AuroraSentinel wrote:

Their bot support sucks.

It cant help me and I cant contact an actual human support

In the support tool be sure to be very specific on what you need and provide all pertinent details. If the tool does not provide an answer that fixes your situation and doesn't offer to open a ticket the try something likeĀ contact an agentĀ 

Martin_Stahl
2025Chess2025 wrote:

Look at their diamond membership. They only care about money. A person has to pay 10/month if they get a single diamond, but they allow groups of four to get 4.17 per person. They only care about the mighty dollar, not the individual chess player who wants to improve. Look at the prices, do the math and compare. https://www.chess.com/membership?c=navbar

The Friends and Family option is newer but it's not really any different than buying products in bulk and getting lower per unit pricing.

2025Chess2025
Martin_Stahl wrote:
2025Chess2025 wrote:

Look at their diamond membership. They only care about money. A person has to pay 10/month if they get a single diamond, but they allow groups of four to get 4.17 per person. They only care about the mighty dollar, not the individual chess player who wants to improve. Look at the prices, do the math and compare. https://www.chess.com/membership?c=navbar

The Friends and Family option is newer but it's not really any different than buying products in bulk and getting lower per unit pricing.

The bulk analogy is faulty. An individual only needs one account. Things like toilet paper, canned food, and pens an individual can make use of in bulk. If someone pays $50 for a year with no refund if they want to cancel, chess.com still gets $200 per 4 members. The individual shouldn't be punished 2.5 times the monthly cost.

mvdy89
Martin_Stahl schreef:
AuroraSentinel wrote:

Their bot support sucks.

It cant help me and I cant contact an actual human support

In the support tool be sure to be very specific on what you need and provide all pertinent details. If the tool does not provide an answer that fixes your situation and doesn't offer to open a ticket the try something likeĀ contact an agentĀ 

Ive just opened posted a topic about this. ITS IMPOSSIBLE to get in touch with a human. That contact an agent button in the AI chatbot box doesnt even work. After you click contact a live agent you get a respons from the AI bot that someone will reach you within 1-3 days. Ive been waiting for 1 month now. Disgusting.

Warlock_FF
I couldnā€™t to talk a real person, the bot ask for my email, but so far nothing
Martin_Stahl
2025Chess2025 wrote:

The bulk analogy is faulty. An individual only needs one account. Things like toilet paper, canned food, and pens an individual can make use of in bulk. If someone pays $50 for a year with no refund if they want to cancel, chess.com still gets $200 per 4 members. The individual shouldn't be punished 2.5 times the monthly cost.

That feature isn't meant for multiple people to make separate payments but primarily for a family. How it would work with friends would be up to them how they handle the potential of one of them to no longer participate.

2025Chess2025
Martin_Stahl wrote:

How it would work with friends would be up to them how they handle the potential of one of them to no longer participate.

And how it would work with chess.com staff would be up to them how they handle the potential of four members not willing to pay $10/month.