Is there anyone from WHMCS monitoring the pre-sales forum?

[brooks]

Unfortunately many of the questions that come up during the eval period require an in depth knowledge of how the program logic works and without access to the source code only someone with that access, or an intimate knowledge of the system, is going to be able to help. With such a short (15 day) eval period and no direct support from WHMCS during that period I'm beginning to doubt that we can make the transition (from Platypus).

[easyhosting]

Unfortunately many of the questions that come up during the eval period require an in depth knowledge of how the program logic works and without access to the source code only someone with that access, or an intimate knowledge of the system, is going to be able to help. With such a short (15 day) eval period and no direct support from WHMCS during that period I'm beginning to doubt that we can make the transition (from Platypus).

 

you have support during the 15 days like all customers, support tickets through client area and this forum

[WHMCS John]

Technical support is not available via ticket for free trial users, but you are welcome to post in the Technical Support forum to put your question before users and staff. We do monitor the forums, but the only way for a guaranteed staff reply is to open a ticket.

[bear]

Technical support is not available via ticket for free trial users...

...the only way for a guaranteed staff reply is to open a ticket.

If opening a ticket isn't available to trial users, how does that help here?

[easyhosting]

If opening a ticket isn't available to trial users, how does that help here?

 

read below

 

you are welcome to post in the Technical Support forum to put your question before users and staff. We do monitor the forums

[bear]

Thank you for assuming I didn't read the post.

 

The OP was asking about getting direct help from WHMCS staff, and John stated tickets were the only way, but unavailable to him. I asked how that helped.

[WHMCS John]

It doesn't help the OP, but I was stating our support policy for the benefit of everyone. To clarify, there isn't a way to get a guaranteed technical/troubleshooting response from staff with a trial license, but we do of course answer any pre-sales enquiries submitted via ticket.

[brooks]

Thank you but I can't understand why you wouldn't want to support your trial license users. If nothing else by monitoring this forum. These are potential customers (myself include) and are considering purchasing your product but without support it's difficult to work through the short (very short) 15 day eval period. Most of the pre-sales questions you answer would likely benefit others and would eventually lead to fewer questions and more sales.

 

I'd also like to understand why the evaluation period is so short? This is a fairly complex and deep billing, provisioning, order entry, and support system and to do a a proper evaluation is going to take longer than 15 days, especially if there's no support available. Is it possible to get an extension to the trial license?

[giorgiomx]

Thank you but I can't understand why you wouldn't want to support your trial license users. If nothing else by monitoring this forum. These are potential customers (myself include) and are considering purchasing your product but without support it's difficult to work through the short (very short) 15 day eval period. Most of the pre-sales questions you answer would likely benefit others and would eventually lead to fewer questions and more sales.

 

I'd also like to understand why the evaluation period is so short? This is a fairly complex and deep billing, provisioning, order entry, and support system and to do a a proper evaluation is going to take longer than 15 days, especially if there's no support available. Is it possible to get an extension to the trial license?

 

I guess because they decided is more expensive(therefore non optimum, non-business-healthy, etc.) to give support to non-yet customers and convert them than having them figure it out partially by them self, some help from staff , from other customers, demos, recommendations, website design, company experience, etc. etc.

 

Nothing is wrong, is the nature of the product, is designed to work like that, something would be wrong if the promise(product features) are not delivered. There are things which are not visible but affect the way things work. If you ask for something different then is a different product which may have another price, which is not sold by them anyway.

 

I'm pretty sure including support on the trial basis it has a cost that SOMEONE will have to pay it, could be the provider, the customer, the environment, people, etc.

Nothing is created from nothing, everything comes from something else, is that simple, but, to make the customer to see this nature is the difficult part for any company, specially because is very easy for the customers/prospects to leave it at "it doesn't work" which is something negative for business, here is where Marketing and Business Intelligence comes to place, to minimize the natural and unavoidable negative perceptions the customer produces about the product... AND to maximize the good perception.., that one that makes customers to answer questions like "what do you think about XYZ?" with an like "Is great!" instead of a "it's Ok".

Edited March 27, 2010 by giorgiomx