VicToMeyeZR Posted June 11, 2011 Share Posted June 11, 2011 No matter who answers, Matt or John( I think they are one in the same.. There have been slip ups over the years with the forum posts, that make me believe they might not be truthful about their amount of staff.. Link to comment Share on other sites More sharing options...
easyhosting Posted June 11, 2011 Share Posted June 11, 2011 I think they are one in the same.. There have been slip ups over the years with the forum posts, that make me believe they might not be truthful about their amount of staff.. Matt and Joe usually answer support tickets John usually replies to threads ( sometimes Matt will reply) then threads moderated by Bear Link to comment Share on other sites More sharing options...
VicToMeyeZR Posted June 11, 2011 Share Posted June 11, 2011 John usually replies to threads ( sometimes Matt will reply) On more than one occasion this "John" has signed his replies with -Matt at the end. Why would he do that? Its not a typo. You don't accidentally sign someone else name. So the question is why? Why lie to your customers? Link to comment Share on other sites More sharing options...
easyhosting Posted June 11, 2011 Share Posted June 11, 2011 On more than one occasion this "John" has signed his replies with -Matt at the end. Why would he do that? Its not a typo. You don't accidentally sign someone else name. So the question is why? Why lie to your customers? never had that and have you not heard of auto signatures. it could be that he pressed the wrong signature link have you never made a mistake Link to comment Share on other sites More sharing options...
VicToMeyeZR Posted June 11, 2011 Share Posted June 11, 2011 oo ok.. So why would you have a "auto signature" with some one else's name? I guess you do that also? -Larry O oppps. My bad. Thats not my name. I can tell you why. They don't want their public to know that he doesn't have all these support people like he claims. It gives him a barrier against claims like this thread. Plus he doesn't have to pay anyone.. Link to comment Share on other sites More sharing options...
easyhosting Posted June 11, 2011 Share Posted June 11, 2011 if you have several staff members with admin access, rather tan staff having to keep righting their signature with links, you have them pre-set so when a staff member replies to a ticket/post they chose their signature from the list and this is auto placed, but you can easily pick a signature of another staff member in error Link to comment Share on other sites More sharing options...
VicToMeyeZR Posted June 11, 2011 Share Posted June 11, 2011 whatever man. I think it clearly shows why their support lacks. You believe whatever you want. /end thread Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted June 11, 2011 WHMCS CEO Share Posted June 11, 2011 Thomas that's ridiculous, of course John exists! Between us we average over 200 replies a day to support enquiries, and our team collectively over 500. That's a massive workload, one I certainly couldn't do on my own, and the false accusations you're making are quite unacceptable - we don't lie to customers about the staff we have. I believe your posts are even bordering on slander. You claim to offer honest hosting in your sig so try following that same principle here, or provide proof to back up your accusation - my name appearing in his posts could be due to a copy & paste of an answer, or me editing his replies, why the big conspiracy? In response to the question about why people are asked to PM their Ticket Number, it's quite simple. If a ticket waits for more than a couple of days then we don't yet have an answer for it and are investigating or waiting for something. If you send us a PM with the ID, we can revisit it immediately - that's why people are asked to PM or provide the ticket number as many don't use recognisable names or the same email on the forum for it to be identified from the post. The support we provide is still top notch. There will always be some who will experience longer delays than normal, particularly at busy times of a new release such as in the case with the thread opener here, but I will requote my original response from back on page 1: 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 Support, both in terms of speed and accuracy, has always been and remains a priority, and we are often complemented on that. It's what we made our name providing and we'll do everything we can to ensure it remains that way. But if anyone experiences what they consider to be an unacceptable delay in the support they receive then we do want to know about it so please get in touch with us and we'll do everything we can to rectify it. In the past 24 hours it seems this has been straying further and further off the original topic, so before it descends any more, thread closed. Matt Link to comment Share on other sites More sharing options...
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