It's Called Blogger Support - Not Blogger Mindreaders

Here's an interesting thread in Google Blogger Help. (Paraphrased to protect the guilty).

• Blogger 1: My Blog isn't working.
  
• Blogger 2: My Blog isn't working.
  
• Blogger 3: My Blog isn't working. What could the problem be?
  

The one noticeable item there? No mention of having reported the problem to Blogger Support.

I've said over and over - don't expect a personal response from them, except in rare cases. But you still should let them know when there's a problem.

I've seen this before in the forums. Somebody reads the discussions, and figures

No sense in reporting this problem, everybody else has it.

Well, consider this:

• Problems that aren't reported don't get worked on.
  
• Problems that affect more people get worked on by the more experienced staff. If you know about the problem, and don't report it, it won't rise in the queue as much as it could. So if it isn't seen immediately, it's your fault.
  
• Computers are unique. Maybe your problem report will provide the necessary clue, and help the problem get solved.
  

And next, report the problem, following current Blogger Support problem reporting needs.

1. Look on the Blogger Status page. If you don't see an acknowledgement of the problem, annotated with
   

   We're working on this problem - please be patient and do not send any more trouble reports!

   
   then report the problem. Let the Blogger Support trouble reporting database deal with the duplicate requests, following current Blogger Support problem reporting needs.
   
2. Fill in the Blogger Help form, as possible. Make sure that your email address is correct!
   
3. Wait for the botmail.
   
4. Note the Subject in the botmail. Here's an example, which I filed.
   

   
   Re: [#391824] Need Status Of Problems
   

   
   
   
   
   • The ticket number, in my example, is 391824. NOTE: The availability of a number is not certain.
     
   • The ticket description, in my example, is Need Status Of Problems.
     
   
   
5. Reply to the botmail. Explain that there is no solution to your problem offered in either:
   
   
   
   1. Blogger Knowledge database.
      
   2. Blogger Help database.
      
   3. Google Blogger Help forum.
      
   
   
6. When you write a problem complaint in Blogger Help or in Blogger Forum, include the ticket number (if available), and the description.
   

Maybe the next person to report their problem, from reading your complaint in Blogger Help or Blogger Forum, can include your ticket number and description in their problem report. That might light a tiny fire in the BS staff. Might.

But without a ticket, no fire at all. They aren't mind readers, after all.

Now, before you continue, take a look at the Blogger Support form. See the selections that you have an opportunity to fill in?

1. Email address
2. What are you having trouble with?
3. Which blog does this affect?
4. Enter a brief but descriptive summary:
5. Finally, tell us all about it:

When you fill out the form, all of those entries go into a database, your problem ticket is generated, and your ticket number is assigned.

If you follow the advice of some folks, and send email directly to supportATbloggerDOTcom, your problem report is now a bit of email. You have no ticket number yet. The email must be entered into the database by a paid Blogger staff person, who has no understanding of your problem.

• The contents of your email become item #5.
• Your email address (what you sent from) MIGHT become item #1.
• All of the other fields have to be guessed at by some low level clerk who does nothing but read the email that has no ticket number in it, and copy the body of each email into just another form that goes into the ticketing database.
  • Item #1 MIGHT be taken as the email address for the clerk (ticketing systems are designed by people, and sometimes the person filling out a form becomes the contact).
  • Item #2 has to be guessed at by the clerk.
  • Item #3 has to be guessed at by the clerk.
  • Item #4 has to be guessed at by the clerk.
  • Item #5 has to be copied from your email body.
• This is NOT the favourite task of any help desk person. Generally the lowest ranking personnel get this duty, and they do this when they are not otherwise occupied.
• Do you want YOUR problem report filled out by the most junior member of Blogger Support, when they are finally available (the coffeepot is full, and the copier has paper)?

Do yourself a favour, and fill in the Blogger Support form, and get your ticket directly entered into the database, with your details (Items # 1 - 5). Wait for the botmail. Now, if you wish to email BS with more detail, or to gripe at them in general, you have a ticket number, and your details are already in the database, under your ticket number.

Start with a ticket, and with a ticket number (if available).


(Edit 11/3): Note that the Blogger Help procedure is dynamic, and Blogger Support tunes it periodically. Right now, you can start with the Contact Us page, which has specific selections which refer to common problem types. Some of those selections will lead to the above described form, others to various help articles of varying relevance.

Some selections will lead to instructions that direct you to post in Blogger Help Group: Publishing Trouble, or Blogger Help Group: Something Is Broken, for group assistance. When you post there, try and provide some detail about your problem, and be patient. Many problems affect a lot of Bloggers concurrently.


(Edit 9/27): Having said all of that, I will state, for the record, that all of us would feel far encouraged to report the problems, if Blogger Support would provide more feedback when they fix the problems.


(Edit 9/24): Having gotten this far in my advice, please if any of my advice ever helps you, please read and observe How Peer Help Works. Become part of The Solution.

OK, What's The URL To Contact Blogger?
Here is the situation as of 15 March 2008. Blogger is starting to use the Google Blogger Help Forums for more direct support of some issues; some of the selections enumerated below may or may not exist, as the migration to the Google Blogger Help forums continues.

Start from Blogger Contact:
http://www.blogger.com/problem.g. If necessary, you'll have a link there http://www.blogger.com/problem.g?skiplogin=yes, to use if you can't login. You currently have 4 choices, on the next page.

As you navigate through the complaint tree, try and make the appropriate choice which helps Blogger to help you better. Remember that Blogger is not legally obligated to support you in any way; many of these selections are simply available so they can protect themselves from any claims of wrong doing. The more specific that you can be, relevant to your claim, the more likely you can persuade Blogger to act on your behalf. You want Blogger Support on your side, so be objective, in your complaints here, and in Google Blogger Help.

1. Get detailed instructions on ...


2. Report a bug or problem.
   
   
   
   1. Select "Report a bug". If your problem is listed, select that. If not, then "I found a bug".
   
   
   2. That gives you a small, fixed list. Select one. Any one, preferably one that describes your problem.
   
   
   3. Read the next page of troubleshooting. Keep an open mind - maybe the answer is there.
   
   
   4. If you do not see an answer in the troubleshooting list, look at the very bottom of the troubleshooting detail page. In blue highlighting, you should see
      

      Not what you're looking for? Choose another option on the left, or visit our Blogger Help Group. To report a bug, click here

   
   
   5. And click on "click here".
   
   
   6. If you are asked to login, there should be a link for "Skip Login". Click there if necessary.
   
   
   7. Now, you have the old familiar contact form, which may or may not be still hosted at http://help.blogger.com/?page=troubleshooter.cs
      &problem=&contact_type=other&Submit=Submit.
   
   
   8. The form will require an email address. If the problem is that you have forgotten the email address for your Google account, indicate that in the "Tell us about it" window. Enter a current and valid email address, in the "Email address" window. Make sure that it's one that can receive incoming email, without requiring verification or whitelisting.
   
   
   9. Don't forget to to reply to the botmail, if any comes your way.
      • If you reported from the link without login, you may not get botmail.
      • If you used the link that requires login, and you didn't get botmail, check your profile (make sure that you have the right email address), and / or try another problem category.
   
   


3. Report a Terms of Service Violation
   Here you will have 8 choices.
   
   
   
   1. Defamation/Libel/Slander (Learn more.)
   
   
   2. Copyright Infringement (DMCA Violation).
   
   
   3. Spam (Learn more.)
   
   
   4. Hate or violence
   
   
   5. Impersonation
   
   
   6. Illegal/Other
   
   
   7. I need to contact another user
   
   
   8. Someone is posting my private information
   
   
   Make the appropriate selection, according to how you are being wronged, and what damages you can objectively state.


4. Suggest a feature.
   This will lead to the Blogger WishList.

I will try to update this section, as procedures change.

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