Substack support has been nonexistent for the past 6 months. I've reached out about a handful of broken features and get no response, except in one case months ago where they dismissed it in the weirdest way. Archive search does not work; ex. I have a post about monkeys, it has "monkey" in the title and the body, and when I search "monkey" it doesn't come up in results. The support response said "this is normal, just because a post has a keyword in the title or body doesn't mean it's always included in search results"...what? I asked for clarification and they never replied.
It feels like Substack has strayed from the promise of being focused on writing and email. They added "Save" and "Listen" buttons to the top of emails, which are visually prominent; and those buttons make no sense in an email. They're a trick to take people to the iOS app.
They endlessly promote new features to writers and readers and it all feels like their trying to lock you into something that's harder to migrate out of.
I've put in a couple of support requests and gotten reasonably prompt, helpful responses.
Possibly you're not a writer? They make it possible for writers to earn a decent amount of money (not that I am) and keep their copyright. Can you tell us another platform that does that better?
Hmm I had the opposite experience. I emailed them 3 or 4 bugs and they fixed it. This was several months ago though. I am a paid user to several substacks in case that matters.
That's interesting. Prior to July I did get replies, but they never fixed anything. "Thanks we'll pass this on to the dev team" but then nothing. I think that's normal but not great.
Since July I've sent emails about 3 issues and the only response I got was the one I mentioned above.
Substack support has been nonexistent for the past 6 months. I've reached out about a handful of broken features and get no response, except in one case months ago where they dismissed it in the weirdest way. Archive search does not work; ex. I have a post about monkeys, it has "monkey" in the title and the body, and when I search "monkey" it doesn't come up in results. The support response said "this is normal, just because a post has a keyword in the title or body doesn't mean it's always included in search results"...what? I asked for clarification and they never replied.
It feels like Substack has strayed from the promise of being focused on writing and email. They added "Save" and "Listen" buttons to the top of emails, which are visually prominent; and those buttons make no sense in an email. They're a trick to take people to the iOS app.
They endlessly promote new features to writers and readers and it all feels like their trying to lock you into something that's harder to migrate out of.