3awh Posted June 6, 2011 Share Posted June 6, 2011 Not happy with the support I'm at a standstill with development. I know your are busy at times when you release a new version but so many of us are waiting for answers to our tickets. I put in a ticket on the 23rd for the problem of marking invoices paid from 2checkout. you sent me a file tco.php that didn't work. I decided to reinstall to see if that would help seeing that I have the older version then upgraded. Nope same problem so I opened as new ticket since it was a new install. I have installed all the patches and the last I heard on 02/06/2011 03:00 by Matt I guess we'll have to take a look at your 2CheckOut account setup so please send the current WHMCS admin login details and 2checkout login details. so I replied 11 minutes later 02/06/2011 03:11 With my log in info and since then NOTHING its been 4 Days You think you would at least come back to my ticket and say I checked it out its not you its the software we are working on it. This way at lease I can continue working on developing my site and getting everything back to running order. But no that did not happen your support has me so frustrated I have been looking for alternative billing software. But I really like this software and would like to continue to use it Please hire more support staff. Link to comment Share on other sites More sharing options...
simplybe Posted June 6, 2011 Share Posted June 6, 2011 I would give whmcs another chance before you look at another billing software as there are none that come close to whmcs believe me I have tried them all. I hope they resolve your issue soon for you. Link to comment Share on other sites More sharing options...
Alistair Posted June 6, 2011 Share Posted June 6, 2011 Are you on a trial licence or a paid licence? EDIT: I assume you have paid seeing as you joined in 2008 - is this correct? Link to comment Share on other sites More sharing options...
3awh Posted June 6, 2011 Author Share Posted June 6, 2011 Are you on a trial licence or a paid licence? EDIT: I assume you have paid seeing as you joined in 2008 - is this correct? I have a Owned license, not that should mater Link to comment Share on other sites More sharing options...
3awh Posted June 6, 2011 Author Share Posted June 6, 2011 I would give whmcs another chance before you look at another billing software as there are none that come close to whmcs believe me I have tried them all. I hope they resolve your issue soon for you. Thank you I have found a plug-in for my quotes of Mod installs and it does billing to 2checkout and paypal. so I will be using WHMCS for domains and everything else enom sells. I'm looking at other options for enom there reseller PDQ site is looking better and better. I will wait it out for now, and see what happens. Link to comment Share on other sites More sharing options...
Alistair Posted June 6, 2011 Share Posted June 6, 2011 I have a Owned license, not that should mater Well the reason I asked is because users on free trial licences don't get ticket support (if I remember correctly). Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted June 7, 2011 WHMCS CEO Share Posted June 7, 2011 Apologies for the delays you've experienced. I can't however find any accounts with the email address that you use on the forum here, nor any tickets relating to 2checkout that are 4 days old and so I suspect you must have replied/bumped your ticket which does unfortunately take it back down in the queue again and can often slow down a response further. PM me your ticket # and we'll check it out. It's not a case of needing more staff, the 8 of us that are here are more than enough to handle the support volume normally, but obviously at times of a new release when you're pushing out a product to tens of thousands of users then things are going to get busy. But it wouldn't make sense to have the number of staff needed to cope with this ticket volume all the time, instead we just all work extra hard over the period of new releases and only a few tickets with complex issues experience delays of more than 24 hours. Matt Link to comment Share on other sites More sharing options...
3awh Posted June 7, 2011 Author Share Posted June 7, 2011 Apologies for the delays you've experienced. I can't however find any accounts with the email address that you use on the forum here, nor any tickets relating to 2checkout that are 4 days old and so I suspect you must have replied/bumped your ticket which does unfortunately take it back down in the queue again and can often slow down a response further. PM me your ticket # and we'll check it out. It's not a case of needing more staff, the 8 of us that are here are more than enough to handle the support volume normally, but obviously at times of a new release when you're pushing out a product to tens of thousands of users then things are going to get busy. But it wouldn't make sense to have the number of staff needed to cope with this ticket volume all the time, instead we just all work extra hard over the period of new releases and only a few tickets with complex issues experience delays of more than 24 hours. Matt I have not touched it in 5 days and yes my e-mail is different in the forum then the account but Now its the same, I just changed it to be the same. Understood on the staff issue and now that you explain it I agree BUT, a big But here, the ticket should have not been forgot to the point of 5 days and no update to the customer. Thank you for looking into it. Link to comment Share on other sites More sharing options...
Sitetech Posted June 8, 2011 Share Posted June 8, 2011 Join the line, mine is untouched since May 20 (18 days), and opened on May 10. I guess new releases go for production issues I guess, that's generating new income. Maybe I'm wrong, but it's the only explanation I can give. I'm trying my luck on with the community. Hopefully yours get sorted out. Link to comment Share on other sites More sharing options...
easyhosting Posted June 8, 2011 Share Posted June 8, 2011 Join the line, mine is untouched since May 20 (18 days), and opened on May 10. I guess new releases go for production issues I guess, that's generating new income. Maybe I'm wrong, but it's the only explanation I can give. I'm trying my luck on with the community. Hopefully yours get sorted out. why not rather than moan on here do what Matt stated in his reply Apologies for the delays you've experienced. PM me your ticket # and we'll check it out.Matt Link to comment Share on other sites More sharing options...
3awh Posted June 10, 2011 Author Share Posted June 10, 2011 (edited) why not rather than moan on here do what Matt stated in his reply And yet I have still not heard any thing from anyone on if they are working on a fix or scratching their heads? The PM did nothing going on 8 days since they had my log in info. I guess this is my punishment for being vocal in the forum. Edited June 10, 2011 by 3awh Link to comment Share on other sites More sharing options...
rupdog5500 Posted June 10, 2011 Share Posted June 10, 2011 Mitch, you are not alone, I have open support/customization ticket not responded to for a month now. Last response from Matt was on: May 13th. I am surprised by lack of responses from Matt and other WHMCS staff to issues of paying customers I too am very disappointed currently. Link to comment Share on other sites More sharing options...
openmind Posted June 10, 2011 Share Posted June 10, 2011 Funny that, my last few support tickets have all been answered within a few hours... Link to comment Share on other sites More sharing options...
easyhosting Posted June 10, 2011 Share Posted June 10, 2011 same here i have an ongoing issue and the tickets are being answered within hours Link to comment Share on other sites More sharing options...
tommyinnn Posted June 10, 2011 Share Posted June 10, 2011 (edited) I'd be a lot more worried about 2checkout than whmcs, they SUCK and will keep your money for no reason. I agree with user simplybe... no other script compars to whmcs, if you want your business to do well that is...never had a problem with support either for many years. Edited June 10, 2011 by tommyinnn Link to comment Share on other sites More sharing options...
VicToMeyeZR Posted June 10, 2011 Share Posted June 10, 2011 why not rather than moan on here do what Matt stated in his reply lol. Don't we ALL use WHMCS ticket system here? I think you know EXACTLY how the ticket system works. WHMCS can clearly see tickets that are that old. please.... Its has a "Last Reply" column... lol Link to comment Share on other sites More sharing options...
easyhosting Posted June 10, 2011 Share Posted June 10, 2011 lol. Don't we ALL use WHMCS ticket system here? I think you know EXACTLY how the ticket system works. WHMCS can clearly see tickets that are that old. please.... Its has a "Last Reply" column... lol this is a forum and NOT the WHMCS ticket system. the ticket system is available from the WHMCS site at whmcs.com and from your client area. the OP is saying he has waited days for any reply, yet others like me have tickets answered within hours. Link to comment Share on other sites More sharing options...
tommyinnn Posted June 10, 2011 Share Posted June 10, 2011 The first post of this thread the user talked about moviing to a different system, that is what I was taking about. Link to comment Share on other sites More sharing options...
VicToMeyeZR Posted June 10, 2011 Share Posted June 10, 2011 this is a forum and NOT the WHMCS ticket system. the ticket system is available from the WHMCS site at whmcs.com and from your client area. the OP is saying he has waited days for any reply, yet others like me have tickets answered within hours. Really? wow, thanks for the info. You were saying he should send Matt a PM with his ticket number.. What i said, is why? He can CLEARLY see in the ticket system, that there is 5+ day old tickets.... You are posting like they can't find his ticket or something... Basically. "We are to lazy to look through, the apparently long list of really old tickets, to find yours." Link to comment Share on other sites More sharing options...
easyhosting Posted June 10, 2011 Share Posted June 10, 2011 Really? wow, thanks for the info. You were saying he should send Matt a PM with his ticket number.. What i said, is why? He can CLEARLY see in his ticket system, that there is 5+ day old tickets.... You are posting like they can't find his ticket or something... Basically. "We are to lazy to look through, the apparently long list of really old tickets, to find yours." i was informing the OP to PM Matt as Matt requested in post #7 how many tickets do you think WHMCS will have? it would be easier with a ticket number so they can do a search this way Link to comment Share on other sites More sharing options...
VicToMeyeZR Posted June 10, 2011 Share Posted June 10, 2011 If only we ran our support the same as they did.... hmmmm... /end sarcasm OP has a point. While this system is probably the best there is, their support and management isn't so great. Link to comment Share on other sites More sharing options...
easyhosting Posted June 10, 2011 Share Posted June 10, 2011 If only we ran our support the same as they did.... hmmmm.../end sarcasm OP has a point. While this system is probably the best there is, their support and management isn't so great. i have no complaints with their support as any ticket i have raised has been answered with hours Link to comment Share on other sites More sharing options...
VicToMeyeZR Posted June 10, 2011 Share Posted June 10, 2011 thats good. Wish everyone could say the same. Apparently not Link to comment Share on other sites More sharing options...
easyhosting Posted June 10, 2011 Share Posted June 10, 2011 thats good. Wish everyone could say the same. Apparently not i know recently it seems that only Joe is answering tickets Link to comment Share on other sites More sharing options...
rupdog5500 Posted June 11, 2011 Share Posted June 11, 2011 No matter who answers, Matt or Joe or John, It is really bothering for guys like me and OP who love WHMCS and have issues not responded to for days ( mine almost a month ). Not good. Each issue is different some takes hours and some may take a day or two but not this long. Link to comment Share on other sites More sharing options...
Recommended Posts