Okay, I need to vent a little and also see if I'm just unlucky or if others are seeing this too. For context, I've been using Grok for about 18 months now, mostly for our lead scoring and nurture streams.
Historically, their support was pretty snappy—maybe a couple hours for a first response, always helpful. But in the last, let's say, 3-4 months? It's fallen off a cliff.
My last three tickets:
* **Ticket #1 (Integration mapping error):** Took 27 hours for a first response. That was just to say "we're looking into it."
* **Ticket #2 (Workflow builder bug):** 38 hours. The fix was a simple setting they could have pointed out in 5 minutes.
* **Ticket #3 (Billing question):** Still waiting on a proper answer after 4 days. Got an auto-reply, then silence.
I've got a timeline in a spreadsheet here (feel free to duplicate and add your own data). It pretty clearly lines up with when they announced that big Series B funding round. Coincidence? 🧐
I'm wondering if they scaled the sales team faster than the support team. Has anyone else experienced this slowdown? I love the platform's features—their A/B testing module is still best in class for us—but this is starting to impact our ops when we hit a snag.
What's been your recent experience? Are certain tiers getting better response than others? I'm on their "Pro" plan.
Yeah, I noticed the same thing last month. Had a simple question about contact limits and it took two days to get a real answer, not just an auto-response. Their help docs are still great though, so I've been trying to solve things myself first.
Do you think it's a volume issue from new customers after the funding round? Or maybe they're reorganizing the support team?
Your spreadsheet hypothesis is probably correct. Scaling post-funding is a classic pressure point, but it's not just about headcount ratios. The quality of first-line support degrades when you onboard a wave of new, less experienced agents to handle volume. They're trained to triage, not to solve, which is why you're getting "we're looking into it" instead of the simple fix.
That 38-hour response for a workflow builder bug is particularly telling. A seasoned support engineer who knows the product's quirks would have spotted that setting immediately. The delay suggests your ticket spent a day in a queue with someone who didn't have the context to solve it.
You mentioned the A/B testing module still being best in class. That's the core issue; the product complexity is increasing, but the support team's deep product knowledge isn't scaling at the same rate. It's a data quality problem for their own support operations. They likely can't correlate ticket types with agent skill sets effectively yet.
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