SingleOS Posted July 31, 2010 Share Posted July 31, 2010 You know... I appreciate WHMCS's business, but i have submitted support ticket at 10:14, 31/07/2010 and I didn't get any response yet! It is High priority and the issue is emergency! What should I do to get response and resolution of my ticket. I have a few WHMCS licenses and if you guys don't want us and don;t care that we need your support, please let me know. It is not that hard to switch to another CRM! Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted July 31, 2010 WHMCS CEO Share Posted July 31, 2010 Everybody believes their own ticket to be a high priority so there's at least 50 other high priority tickets submitted before yours was that are still awaiting a reply. We care about every user but tickets are answered in the order they are received. Making threats like this will not make your ticket be answered any earlier, and bumping the ticket like you've done will actually slow things down as that's taken you to the end of the queue again. However, license reissues can be done from our client area yourself without needing to contact support at all by the way. Link to comment Share on other sites More sharing options...
SingleOS Posted July 31, 2010 Author Share Posted July 31, 2010 (edited) Matt, I can believe it! Instead of being rude and ignoring a customer, your rather help me! Instead of acting on the Ticket, you have put it to "Customer-Reply" status without even replying on this! We are in trouble and instead of getting support you are threatening me that you might not be working on my ticket -> "Making threats like this will not make your ticket be answered any earlier, and bumping the ticket like you've done will actually slow things down as that's taken you to the end of the queue again". This is amazing and is definitely the worst way to communicate with client! I have never received such response from a service provider! Did I say anything that sound like a threat? Does this - "What should I do to get response and resolution of my ticket. I have a few WHMCS licenses and if you guys don't want us and don't care that we need your support, please let me know. It is not that hard to switch to another CRM!" - really sound like a thread? I do not do threats and your response is unacceptable! May I get resolution, please! I need your help so do something instead on moralizing on me! We are paying to WHMCS and when I put "High" priority I didn't want to waste your time! It is really emergency! PS: I have opened 2nd ticket because the first one might not be opened in the appropriate section! Hope this is not be another reason for you to continue ignoring me! Edited July 31, 2010 by SingleOS missed something Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted July 31, 2010 WHMCS CEO Share Posted July 31, 2010 Yes exactly, like you said, instead of being rude or ignoring you, I would rather help you. Hence the following was in my reply which you've ignored: However, license reissues can be done from our client area yourself without needing to contact support at all by the way. We didn't put your ticket to Customer-Reply status - you did that by replying to your ticket and bumping it as I said before. Your threat was that you would leave if you didn't get an immediate response. We don't respond to threats. Certainly a threat like that I agree is unacceptable. Matt Link to comment Share on other sites More sharing options...
SingleOS Posted July 31, 2010 Author Share Posted July 31, 2010 Matt, i was affected by the way you responded to the thread! It is clear that I wasn't a threat. Don't repeat it, because it puts you in weak position! I appreciate your response here, but no one still acted on the tickets! And please don't try to play hard. The phrase you missing is "I apologize" or anything that sounds polite. You are impolite! I don't know your position in the company and it is not my business. However the way you responds is not good for WHMCS' business reputation. Please note that I was very close to fill an official complaint! At the same time I did what you said here and that's why I should "Thank you" for taking time to respond here! As I said that I really appreciate WHMCS business, and I hope you can see good things that your customers say! Link to comment Share on other sites More sharing options...
laszlof Posted July 31, 2010 Share Posted July 31, 2010 I have a few WHMCS licenses and if you guys don't want us and don;t care that we need your support, please let me know. It is not that hard to switch to another CRM! This is rude, and threatening. Being an ass isn't going to make things go any quicker. I've never had problems getting responses to tickets, if it takes them an hour to respond, thats fine. I know they are busy, and are working in the order the tickets are received. Matt simply stated that every time you "bump" your ticket, it gets moved to the end of the queue. They sort their tickets by last reply time.. The ones that have been sitting the longest get answered first. Is this too hard for you to understand? Link to comment Share on other sites More sharing options...
b.ahmed Posted July 31, 2010 Share Posted July 31, 2010 I agree with Laszlof, Sometime it takes a while to get ticket response, The worst thing you do is when you bump your ticket by reply yourself and it takes your ticket from top to bottom. I opened 26 tickets in two week period and each one of them was answered & resolved as well. Link to comment Share on other sites More sharing options...
laszlof Posted July 31, 2010 Share Posted July 31, 2010 I agree with Laszlof, I opened 26 tickets in two week period and each one of them was answered & resolved as well. Ya, we opened up a half dozen or so when we moved our system from Modernbill (20K+ clients + old MB install = FUN). Never had any problems with getting responses no matter how complex the question (we had some fairly tricky ones). Link to comment Share on other sites More sharing options...
mylove4life Posted July 31, 2010 Share Posted July 31, 2010 there are some people you just dont want as customers.... Link to comment Share on other sites More sharing options...
rlshosting Posted July 31, 2010 Share Posted July 31, 2010 (edited) You know... I appreciate WHMCS's business, but i have submitted support ticket at 10:14, 31/07/2010 and I didn't get any response yet! It is High priority and the issue is emergency! What should I do to get response and resolution of my ticket. I have a few WHMCS licenses and if you guys don't want us and don;t care that we need your support, please let me know. It is not that hard to switch to another CRM! Move to a more crappy system. At least your response doesn't take days with WHMCS! Have you listened to what he said? Reissue your license in the client area. No need to open another ticket. Do you know how to? Edited July 31, 2010 by rlshosting Link to comment Share on other sites More sharing options...
EasyWHMCS Posted July 31, 2010 Share Posted July 31, 2010 Had quite a laugh reading your post SingleOS to be fair, Your not in kiddy land no more, In the business world,1 its a weekend so slower replys as not everyone works on the weekend, 2 give them a chance to respond, there a busy company, 3) if you took the time to read the documents you'd find you can reissue your license yourself instantly http://wiki.whmcs.com/Licensing Personally i dont think matts posts we're rude or incorrect, there perfectly fine, However i found your posts to be rather rude and insulting and wouldnt be suprised if matt simply rejects your custom ;-) Link to comment Share on other sites More sharing options...
rmaweb Posted July 31, 2010 Share Posted July 31, 2010 +1 another customer who thinks that Matt was not rude and I agree with gs-Liam about its a business world and that it is a weekend. Link to comment Share on other sites More sharing options...
HostOrca Posted July 31, 2010 Share Posted July 31, 2010 Matts response was very professional in my opinion. Whereas the OP was the one that was making threats, trying to bully. If you can not act in a professional manner then by all means leave, you will not be missed. Oh, and by the way, your childish threat of making an 'Official Complaint', is really going to get you far, you said you did not know Matts position in the company, well he's the owner. Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted July 31, 2010 WHMCS CEO Share Posted July 31, 2010 Thanks guys. I think the OP was probably stressed out as it seems the need to reissue arose as his main domain had been stolen/hijacked ( http://www.webhostingtalk.com/showthread.php?p=6930496 ) Hopefully it's all resolved now so closing this. Link to comment Share on other sites More sharing options...
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