why does firefox help not provide help from firefox employees?
You probably can't since firefox doesn't want to support their own site. It use to be reliable but since they updated it most secure sites won't load.
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Do you mean you still have this problem you posted 6 weeks ago:
https://support.mozilla.org/questions/1414889
Why not continue there so people can understand the context?
Anyway, I think Mozilla cannot afford to hire more employees to do what I am doing now. Mozilla started as a community effort and the community still plays a huge role in support and development. Maybe they should start a paid premium support program for people who don't want to interact with volunteers. How much would you pay?
Any software out there that does have one on one support options by say phone, chat or email are generally paid for by say subscriptions or such like with some antivirus clients because well you paid for that support.
Also Mozilla is the company that makes products like the Firefox web browsers for desktop (Windows, macOS, Linux) and mobile versions for iOS and Android.
Many years ago there used to be a volunteer chat support open for certain times of the day here however it did not last. In the rarly days of desktop Firefox, Mozilla did experiment with third-party pay for support by email and phone options however they did not last long.
There has been some Mozilla staff that does help out here on occasion like one that does in Firefox for Enterprise section, however I believe they are doing so on their own free time.