rodolfo Posted April 30, 2007 Share Posted April 30, 2007 This is how i feel about the WHMCS support: ------------------------------------------------------------------------------------ Posted: 30/04/2007 03:02 Hello Matt, This is the 3rd time im opening a ticket about the same issue. 1st of all, i have reported a bug with the file supporttickets.php that was solved within ticket nº 336323, with a replacement file that you kindly sent me. All seems fine, until the moment i understand that this same problem was happening with the file clientarea.php. I have created a new ticket saying that the same problem that was reported in the ticket nº 336323 was happening with the file clientarea.php. Answer: "Hi, You'll need to let me know what the issue is in it. Regards, Matt" My comment: it seems that you lack of time to search for the ticket number, read the problem stated before and fix the SAME issue in another file. Further... its seems that i need to waste my time making some copy and paste between tickets, instead of you wasting your time trying to fix your own bugs -even if that leads you to some ticket search. After this i created a new ticket (nº 236971) stating the same as before (i was hoping that you understand what i was asking for). 24 hours later and no reply (sounds weird to me, because most of the time they are quite fast), and then a little surprise: ticket was DELETED. Minor notes: When you reply to a ticket DO NOT CLOSE IT, if you expect customer reply. Why? Obviously you are asking the customer to waste MORE time to open a NEW ticket. Thats not productive for any us, customer and WHMCS (it happened before and during this story). I don't regret the suggestions i did about WHMCS new features and nether the money spent in your software, but for god sake this looks like familiar to AWBS and Modernbilling support. Special request: Improve and make it better! PS: Still waiting on the clientarea.php file with the fix. Thank you, Rodolfo ------------------------------------------------------------------------------------ Posted: 30/04/2007 11:43 Hi Rodolfo, It looks like you don't understand how a ticket system works. In reply to: "Minor notes: When you reply to a ticket DO NOT CLOSE IT, if you expect customer reply. Why? Obviously you are asking the customer to waste MORE time to open a NEW ticket. Thats not productive for any us, customer and WHMCS (it happened before and during this story). I don't regret the suggestions i did about WHMCS new features and nether the money spent in your software, but for god sake this looks like familiar to AWBS and Modernbilling support. Special request: Improve and make it better!" Of course we close a ticket when a reply is made. This doesn't mean you can't reply to it. It is you opening multiple tickets that is causing issues and creating the delay. You should reply to one ticket and not open multiple tickets. As soon as you reply it gets opened again. Regards, Matt ------------------------------------------------------------------------------------ Posted: 30/04/2007 15:18 PS: Still waiting on the clientarea.php file with the fix. ------------------------------------------------------------------------------------ Posted: 30/04/2007 18:14 Why did you answered the ticket and don't even bother SENDING ME THE FIXED FILE? I have a website to build and you are making me waste my time. 0 Quote Link to comment Share on other sites More sharing options...
s1rk3ls Posted April 30, 2007 Share Posted April 30, 2007 I agree... it sounds like you don't understand how a ticket system works. And after all this did you ever explain what the issue was with clientarea.php? Care to share with us what the issue was? 0 Quote Link to comment Share on other sites More sharing options...
rodolfo Posted April 30, 2007 Author Share Posted April 30, 2007 The ticket was not purged, because at the moment i have created the new ticket it was in my customer area. Is there any FAQ explaining how to use their support system? And even if you consider that i'm reponsable for "guessing" how WHMCS support tickets work, they have lost reason after the moment Matt reply to my last ticket with the comment "Of course we close a ticket when a reply is made. This doesn't mean you can't reply to it. It is you opening multiple tickets that is causing issues and creating the delay. You should reply to one ticket and not open multiple tickets. As soon as you reply it gets opened again. ", and even at that time he didnt care about going further and fix the file (which i'm still waiting). Issue: In the lang file i set : $_LANG['supportticketsticketurgencymedium'] = "Média"; and in the files supporttickets.php and clientarea.php its shows as "Medium" 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted April 30, 2007 WHMCS CEO Share Posted April 30, 2007 This is a very minor bug report and once fixed you'll be provided with the updated file. It is not critical to your system however and isn't stopping anyone from working so you can get on and continue with the designing of your website. The only reason you might feel you are wasting time is because you keep replying every few hours asking where the fixed file is. When it's ready, it'll be sent out to you via the ticket. Matt 0 Quote Link to comment Share on other sites More sharing options...
rodolfo Posted April 30, 2007 Author Share Posted April 30, 2007 Dear Matt, I'm glad to know that i have a new Assistant (you) in my company that can tell me what are my priorities. Beside that, i'm counting time since the 1st ticket opened asking for you to fix the 2nd file (clientarea.php) that according to my records goes back to 28 April. Yes Matt, the one you didn't care about searching the 1st one containing all the details of the bug. 0 Quote Link to comment Share on other sites More sharing options...
s1rk3ls Posted April 30, 2007 Share Posted April 30, 2007 wow. Just wow. Such a huge problem that it's shutting down your business... Reported 2 days ago and still not fixed? Dozens of tickets never replied to or closed without resolution? What is the world coming to? /sarcasm Priorities indeed.... wow. Give the man a break. Thanks Matt for working on the real problems. 0 Quote Link to comment Share on other sites More sharing options...
rodolfo Posted April 30, 2007 Author Share Posted April 30, 2007 Alright, so this is a virtual problem. You give me a break. 0 Quote Link to comment Share on other sites More sharing options...
rodolfo Posted April 30, 2007 Author Share Posted April 30, 2007 By the way: Rodolfo Posted: 28/04/2007 21:03 $_LANG['supportticketsticketurgencymedium'] = "Média"; Now take a look at this: http://www.xxxx.com/whmcs/ss1.jpg How can we fix that issue? Matt Staff Posted: 28/04/2007 21:47 Hi, Thanks for the report about this issue. The attached file contains a fix. Regards, Matt ######################## It took about 44 minutes to have the ticket replied and the issue fixed. Why should I wait for DAYS to have the exact same issue fixed in another file. I want my website working with the appropriate translations and yes i do pay attention to details. I'm sorry you don't. I'm paying for a software that support language files, so if it's not working it has to be solved. dot period. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted April 30, 2007 WHMCS CEO Share Posted April 30, 2007 Rodolfo, obviously how busy I/we are at the time you submit your ticket has an effect on resolution time. Submitting an issue on a weekend is therefore different to a weekday. The ticket that has highlighted this issue to me and finally explained what the problem is was submitted 30/04/2007 03:02, just a little over 18 hours ago now. It has been known by me for a little over 10 hours when I first read your ticket. Now I have just received your ticket "Do you like loosing a customer?" threatening to cancel your license in 2 hours if you don't get the updated file. This isn't going to speed up how quickly you get the fixed file, only how busy I am is affecting this and the less time I have to spend responding to your posts and tickets you keep creating regarding this, the quicker it will get done. It would be unfortunate for you to cancel your license and move to an inferior system over such a small issue, but if that's what you feel you have to do then it is your decision. Matt 0 Quote Link to comment Share on other sites More sharing options...
rodolfo Posted April 30, 2007 Author Share Posted April 30, 2007 Alright. How long will you take to fix it? 0 Quote Link to comment Share on other sites More sharing options...
Patty Posted April 30, 2007 Share Posted April 30, 2007 A little patience and courtesy wouldn't hurt you, Rodolfo. You should understand that the developer of any application needs to deal with support from thousands of people, so why would your needs come before anyone else's if it's not a life threating issue? Matt is always good in replying to every request and having things fixed and done the way users want, so if you wait your turn, he'll fix whatever you need to be fixed. So calm down and show a little respect for him and for other users. You're not alone in the universe. Be nice and people will be nice to you in return. Be nasty and you'll get the same back. 0 Quote Link to comment Share on other sites More sharing options...
dspotter Posted May 1, 2007 Share Posted May 1, 2007 I agree with Patty. Matt and his team have always been more then happy to help, show a little patience. These things are done by priority, not saying your's isn't important but I'm sure your ticket isn't the only one in their box that needs to get dealt with. 0 Quote Link to comment Share on other sites More sharing options...
webarama Posted May 1, 2007 Share Posted May 1, 2007 rodolfo - perhaps you should try that other option with the initials MB. Wait days for a response which is inadequate, wait weeks for a critical patch, wait months for a new release. Then you'll appreciate what these guys do. I agree with Patty and dspotter...have some patience dude. 0 Quote Link to comment Share on other sites More sharing options...
MACscr Posted May 1, 2007 Share Posted May 1, 2007 Sounds like the type of customer that I would fire if he were mine. =P There are just certain customers that you just cant make happy or have absolutely ridiculous expectations. like it or not, a business transaction is basically an exchange where one person has something i need (money) and I have something they need (product/service). If one side out weighs the other, then the relationship should be broken off. 0 Quote Link to comment Share on other sites More sharing options...
Revolution Posted May 2, 2007 Share Posted May 2, 2007 Actually rodolfo reminds me of the 100's of fraud orders i get from china who then open tickets to us and demand service. So when I work around the fraud system to see if I can accept them then they say they want it for free. It's just damn annoying. Like a fly on poop. Give Matt a break. Not only is he doing technical support but he is also working on future releases to come. All I know is that i have requested about 20 new features and about 11-13 were implemented, 1 being Varilogix fraudcall. Not bad if you ask me. So if you don't understand the ticket system, ask here on the forums. Don't bug Matt with opening all the other tickets, because then the tickets that we open are also going to take longer. Peace out! 0 Quote Link to comment Share on other sites More sharing options...
Roger Posted May 2, 2007 Share Posted May 2, 2007 I hear there is plenty of room in the MB lifeboat... 0 Quote Link to comment Share on other sites More sharing options...
trine Posted May 2, 2007 Share Posted May 2, 2007 I personally think everyone that posted here does have a valid point, including that of rodolfo. This is for Matt and he to work out. This thread should be closed (IMO). 0 Quote Link to comment Share on other sites More sharing options...
Chrisw Posted April 29, 2011 Share Posted April 29, 2011 haha, 4 years later you respond! Check out the post date before yours But to recap with this, the OP has no patience, decides to use his patience disorder to wreck havoc on someone else. WHMCS is not a personal assistant as he made it out to be. People sometimes don't consider that there is someone else on the other end of the keyboard, and those several minutes of non-sense does add up at the end of the week. Matt should have told the OP to go get on with ModernBill and get a feel for the industry. I'm betting reality would have proved it's course at the end. Just my 2cents, nothing more or nothing less. 0 Quote Link to comment Share on other sites More sharing options...
Alistair Posted April 29, 2011 Share Posted April 29, 2011 Guns and Roses song springs to mind....but you're right - it's 4 years later! 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted April 29, 2011 Share Posted April 29, 2011 Guns and Roses song springs to mind....but you're right - it's 4 years later! Time has no meaning when people only post to spam their sig.... 0 Quote Link to comment Share on other sites More sharing options...
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