blackxhost

I'm not trying to get sympathy, I'm simply sharing my experience with and opinion about support. I do agree with the people that have said I rushed into this... I did. The only thing I'm upset about is, a support tech was working on my situation and stopped then went to another ticket. All I was asking for was an update on the progress to which I did not receive. Is it so hard to update a client by submitting a reply back to the ticket he's working on saying that he was not able to resolve and that he's passing it to another tech?

To generic: When you're a small business, two possible clients is a VERY BIG THING. So losing two is losing a big profit loss for us, I really do not understand what you're trying to say with: And as for testing... I followed directions from support on how to transfer to another server. Also... when you said I will understand once I get support tickets myself... I already do and no matter what, I would NEVER reply with "I do think your expectations were unreal." I don't know... I've just always agreed with the business term of "The customer is always right."

I don't think you all are getting the point... they were already working on my ticket and all I did was request information on where they stood.

They had already contacted me for the initial support for my problem. They were already logged in and working on my problem and when I saw that they had logged out and were no longer doing anything is when I requested information on where they stood and what was happening. Instead, they assigned the ticket to someone else and not informing me of the situation. So, in my opinion, with them already responding to and working on my ticket, they should be able to answer the simple question of "Where do you stand with the troubleshooting?"

I just want everyone to see my experience with the support staff here at WHMCS. First of all, I will explain what my problem was. I had setup whmcs on a linux computer and after a while decided to move it to a different linux computer. After doing this, I setup some packages and tested the order process. After clicking "Complete Order" it would just take you to a blank page and do nothing else, the payment would not go through. I involved WHMCS support and they asked for a administrator login to my whmcs install, which I provided. They logged in for about 5 minutes and then logged out. I had two clients waiting to purchase monthly subscriptions so I replied back to the support ticket that I had opened asking what was going on and how much longer it would be. I did not receive a reply back from them until 3 hours later, AFTER I threatened to cancel. After the support rep's reply, I asked to speak to the person in charge... this is where I start pasting the emails below... --------------------------- Hi, You are speaking to who is in charge - it's me! Andrew obviously was unable to resolve your issue so left it for somebody else. It's a very unusual issue, no error message, needs troubleshooting so we'll do that more tomorrow. Regards, Matt --------------------------- Me to WHMCompleteSol. The problem has been resolved by me. I deleted everything then installed whmcs all over again. Before doing so I exported the DB and then imported after the install was completed. If Andrew could not solve the problem and passed it on to someone else, I deserve to know, I lost 2 clients because of this. We're a brand new company and that already made us look bad. I know someone had to have seen my emails asking what the hell was going on, I only got a response when I threatened to cancel, what kind of support is that? --------------------------- Hi Tyler, I do think your expectations were unrealistic but apologise for any inconvenience caused. If reuploading solved the issue that would indicate it was a file missing so should have been getting an error with the display errors enabled. Regards, Matt ---------------------------- Me to WHMCompleteSol. If you think asking for information about what exactly is happening while you are troubleshooting my whmcs install, then I apologize for asking for such classified information. All I am trying to do is get what I paid for, I am sorry for asking for such support. From now on I will rely on 3rd party support. Sincerely, Tyler Ewald ---------------------------- As you can see, they think providing me with the information of what is happening and how much longer it will be before they figure something out is "unrealistic" and I lost two possible clients because of this which could have covered my monthly subscription to pay for WHMCS. I just hope they don't treat everyone like this... because, they have a great product, I think it's the best one out there. They just do not stand behind it in my opinion.