BarrySDCA Posted January 31, 2011 Share Posted January 31, 2011 I opened a ticket with WHMCS regarding Liberty Reserve payment issue. I received only one lame reply with no meaningful support. that was on January 27th. In that email, John from support says: Hi, Upgrading to version 4.4.2 should resolve the issue. If we can be of any more assistance, please don't hesitate to get back in contact. Regards, John I replied the same day to inform John that we are already on 4.4.2 (this problem began with the upgrade). It seems despite John's instructions to get back in contact if we need more assistance, today is 1/31 - coming up on a week since I requested assistance - and I still do not have any further replies. No resolution to the LR payment problem. My question: is this normal support everyone expects from WHMCS or has something gone very wrong? I am concerned we are investing so much into this company and nobody is to be found when you need help. It is very concerning. thank you much Barry 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted January 31, 2011 Share Posted January 31, 2011 today is 1/31 - coming up on a week since I requested assistance - and I still do not have any further replies. 4 days is not "coming up on a week", and 2 of those days were the weekend, when WHMCS staff don't work. 0 Quote Link to comment Share on other sites More sharing options...
BarrySDCA Posted January 31, 2011 Author Share Posted January 31, 2011 well they had time to merge our tickets, so I know they were working. I just would like some support and it seems no matter what I do in the ticket I'm not getting anywhere. It's very frustrating and disappointing because we have invested so much into their platform, and now when we are intermittently receiving LR payments they are nowhere to be found. so you can't say they are not working - they were indeed working, and I know that because they merged our tickets (I opened another ticket requesting info about amazon payment plugin). certainly Matt and his team have rendered superb support in the past, but this is just ridiculous and no way to run a business. 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted January 31, 2011 Share Posted January 31, 2011 Every time you reply/update a ticket, it goes back to the bottom of the list. 0 Quote Link to comment Share on other sites More sharing options...
BarrySDCA Posted January 31, 2011 Author Share Posted January 31, 2011 if you are right then this is not a good policy for support tickets. seems when we update them with important info that may be critical to a resolution, we go back to the line? counter productive at best I hope you are right 0 Quote Link to comment Share on other sites More sharing options...
Sophia Posted January 31, 2011 Share Posted January 31, 2011 I have had fantastic support from WHMCS. Once due to my own stupid mistake I had to contact them urgently on a Sunday, and Matt was perfectly friendly and willing to help. This was very recently, so any rumors of their support going down the drain are highly exaggerated... I'd say almost slander. But that is my experience... I do find them friendly and helpful. 0 Quote Link to comment Share on other sites More sharing options...
Sophia Posted January 31, 2011 Share Posted January 31, 2011 Can't edit my post anymore, but wanted to add: That said, it's not funny you have had a different experience, and I'm sure WHMCS will appreciate the feedback (just so I don't ruffle feathers) ; 0 Quote Link to comment Share on other sites More sharing options...
railto Posted January 31, 2011 Share Posted January 31, 2011 is it not possible that they are looking into this and simply have not updated you on the fact that they are looking at it. Also, if you are posting requesting updates then they may push you to the back of the queue for system abuse. the guys at WHMCS are always very busy and if you give them a little time they will get this sorted. as has already been said, 29th and 30th fell over the weekend and support does not officially work the weekend so you need to cut them some slack. also, posting here about it wont help either 0 Quote Link to comment Share on other sites More sharing options...
BarrySDCA Posted January 31, 2011 Author Share Posted January 31, 2011 I finally received a reply from Matt saying just that, they needed more time to respond. My experience with the WHMCS team in the past has been very - very good. this was unusual and is also the cause for an ongoing and bad situation here with the payment method issue going on with one of our most popular payment methods. all good thank you everyone who offered their input 0 Quote Link to comment Share on other sites More sharing options...
JaJae Posted February 1, 2011 Share Posted February 1, 2011 Not for nothing, but your request was in reference to a third-party payment gateway... over the weekend. The delay may not have been on their end, but rather waiting to get information from said third party as well. They got back to you within two business days. I would say their support wasn't necessarily bad considering the type of issue you brought to them. 0 Quote Link to comment Share on other sites More sharing options...
Sitepearl Posted February 1, 2011 Share Posted February 1, 2011 Matt replies to me all the time on weekends... I guess he just doesn't like you :[ 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted February 1, 2011 WHMCS Support Manager Share Posted February 1, 2011 There's nothing personal about it. Just when investigation is required or an answer from a third party it will take longer than a simple Q&A or something we can resolve straight away at our end. 0 Quote Link to comment Share on other sites More sharing options...
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