How fast is support here?

[BotmasterLabs]

I\ve requested for free 15 days trial, and my order was marked as fraud (that terrible IMHO to mark order as fraud if my current IP differs from country where my company is registered)

 

So i've maid ticked to support to solve this problem, and i'm waiting almost 12 hour for reply, and my problem is still not solved, so my question is, is it normal to wait 12+ hours for WHMCS support response?

 

PS: Ticket #265757

Date: 29/08/2010 12:37

Edited August 29, 2010 by BotmasterLabs

[laszlof]

Its Sunday afternoon here in the states, what you have is a Sales issue.. Its not completely out of the question that Sales has the weekend off.

[BotmasterLabs]

Its Sunday afternoon here in the states, what you have is a Sales issue.. Its not completely out of the question that Sales has the weekend off.

 

Ticked was sent to Support, not to sales, also i don't see any working hours of departments so seems they must be 24/7, and at least support can send me just a reply with working hours of sales (if only they can fix problem with their Anti-Fraud system)

[Matt]

It's not stupid to mark your order as fraudulent just because it's a free trial - there's no point letting you trial if you won't pass the fraud checks to be able to buy a license at the end of it. If you can't correct your name and address to pass the fraud check then you'll probably be asked to provide some more proof of ID before the trial is activated, but since this is not a support issue the response time you get on this has no reflection on the speed of support.

 

Matt

[BotmasterLabs]

It's not stupid to mark your order as fraudulent just because it's a free trial

 

It was marked as fraud just be course my current IP is not from same country as my company is (only this reply i've received)

 

If you can't correct your name and address to pass the fraud check then you'll probably be asked to provide some more proof of ID before the trial is activated

 

So ask... but when? today/tomorrow/in few days/ weeks?

i'm not asking anything more than faster replies from support(sales or anybody else who can help me) to solve this issue, to download free trial and test it for my needs, before purchase

 

If your support/sales is not 24/7, pls just add working hours to contact page.

PS: sorry for my bad English, it's not my native language

Edited August 29, 2010 by BotmasterLabs

[BotmasterLabs]

Hm.... in 24 Hours the issue still nor solved, and no reply from support/sales on my ticket...

is it Monday in UK Week-end day? or Sales/Supports are not working on Mondays to?

[sohouk]

It is Monday, and its also a public holiday in the UK - so I would guess support is limited to urgent matters only.

 

For what its worth, I find the support excellent. Not always instant, not always 24/7, but reliable.

 

Your issue may be specific to Matt and the team, but in general, the combination of the Support and the Forums covers pretty much all bases.

 

Trevor

[BotmasterLabs]

At least i received answer on my ticket!

lets hope if i'll decide to purchase WHMCS in future i'll not have such delays with answers on my questions...

[peterpan]

I have the fraud alert come up often when I'm paying an invoice for a new item and after sending them a ticket they get it sorted pretty quickly...I think you're just unlucky cos it's been the weekend and they may have a backlog.

 

I've found support to be excellent! I've abused the support because I'm stupid and lazy and they've not complained. I try and set the response level to 'low' to indicate when something is not urgent when I can.

 

However, all your worries will fade away once you start using this software...this is a great addition to your hosting business. If you do get any further problems I would be surprised cos all the guys seem pretty switched on if you ask me.

 

 

At least i received answer on my ticket!

lets hope if i'll decide to purchase WHMCS in future i'll not have such delays with answers on my questions...

[nop]

Support has been great for me since 2007 when I first started using their software and it is always quick.

[bossman]

We have always had great support as well. No, it's not always the fastest, but as was said earlier, between support and forums things are pretty good.

 

We are new to WHMCS and we are thrilled. I'm not saying it is all perfect, but I can give you a list of software we've been through and not one has worked this well out of the box.

 

I'd rather have a slow response by a skilled technician than a quick response by someone who could jeopardize the database which runs our business.

[Alistair]

I have no problem with support - a little slow at times, but once I get an answer, it usually get's to the point with accurate instructions.

[ramystyle]

Best support in the world

Plus you have a great community in the forum here !!

[fullflavournz]

Best support in the world

Plus you have a great community in the forum here !!

 

I'm looking forward to receiving this 'best support in the world' - I'm wondering if the UK are on a week long holiday...