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Table Of Contents  The Online Freelancing Guide
 >  An Analysis and Review of Popular Online Freelancing Marketplace Sites
      >  vWorker (Formerly Rent A Coder) - Freelance Marketplace Site Analysis and Review

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vWorker - Feedback System
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vWorker - Ethical Policies, Fairness and Integrity
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vWorker - Customer Service and Support
(Page 2 of 3)

Methods of Communication

vWorker does a pretty good job when it comes to providing a variety of options for getting help. The three communication methods are:

  • Email: You can send email to vWorker using a contact form on the site. It is pretty simplistic, and you have to enter a CAPTCHA (which seems an unnecessary nuisance when one is already logged in to the site). After you get an email response you can reply back and communicate as normal by email.

  • Phone Support: vWorker offers free phone support for its users from 9 am to 5 pm US Eastern Time on weekdays, and 9 am to 3 pm on weekends.

  • Live Chat: Like many sites nowadays, vWorker provides a live chat function that allows you to start an instant messaging session with a support person. The hours for this are supposed to be the same as those of phone support, but I’ve encountered times within the nominal phone support hours when live chat was turned off.

vWorker also notes that it will respond to “snail mail” enquiries. I presume that all sites do this, but given the delays involved, I don’t consider that a viable method of obtaining customer support.

Access to help functions is via a “Feedback/Contact” link found in the site footer. I think this link would be better placed in the header of the site, where it would be easier to find. The header does contain a “Help” link in two places, which brings up a list of links including one for “Feedback/Contact”, but I’d still prefer to see a direct contact link in a more prominent place.

vWorker’s phone support hours are among the best in the business (fairly similar, though not identical, to Elance’s.) Offering phone assistance is commendable, especially on weekends, given how many companies provide no phone support at all. Note, however, that vWorker’s support number is not toll-free—this is less of an issue in an era of Internet telephony and inexpensive long-distance calling plans, but may still be a problem for some folks.

Response Time

I’ve used vWorker’s customer support a few times, always by email. The response time is reasonable: I usually get a response within a day or two. This is not as good as some other sites where it is routine to get a reply the same day, but it’s acceptable. I did have one situation where I reported a project violation and got a reply back ten days later, but that appears to have been a one-time occurrence.


Previous Topic/Section
vWorker - Feedback System
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vWorker - Ethical Policies, Fairness and Integrity
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