veryunhappy Posted March 16, 2012 Share Posted March 16, 2012 I have no where to go but to post on this forums. I have paid $29.95 to upgrade my v4.6 whmcs and another $200 to migrate to a new install with v5. It has been 4 days and WMCS are not even responding to my tickets any more. They have taken the money and gone underground. After 2 days I sent them a ticket asking what is going on and I was told off by one of the techs for alleging tyring to jump the que. I then get a ticket update from Matt (i think he owns whmcs) and he said the job will be done in 6 to 12 hours. Now it is over 30 hours later and still no response. I tried ringing their phone and there is a message saying this phone is not manned. I now spent $229.95, I have two licenses running, have been told off for just asking for an update and my business is getting totally screwed to the ground as I am trying to run a hosting company but my billing software company refuses to complete the job they have been paid for and I am left hanging on the road for the last 4 days with no answer. any ideas on what I should do? Link to comment Share on other sites More sharing options...
tripler Posted March 16, 2012 Share Posted March 16, 2012 I doubt they have gone "underground" the amount of license revenue coming in would likely not justify that behavior for 1 person. Theres no reason why your business should be effected if your using a stable release and waiting for an upgrade. Also ( im not sure) but my guess is that if you keep updating support tickets you are just moving the ticket back to the bottom of the list, creating a new ticket if one is already opened is a good way to bug someone as-well. If you didnt want to wait to have someone do it, you can always just go to your account and download the version you want then do a upgrade yourself. If I were you I would just hang tight and not jump to the conclusion they have ripped you off... Link to comment Share on other sites More sharing options...
WHMCS Liam Posted March 16, 2012 Share Posted March 16, 2012 Hello Well we're not underground for sure, we are here, but please don't open duplicate tickets regarding one issue (from what you say sounds like you have), Please keep it to just one as we can resolve your issue quicker then, Our migration/upgrade services usually take 48-72 hours on standard working days unless a staff member has provided you with a priority upgrade service Can you provide me with your ticket number and I'll take a look into what the status is with your migration Cheers Liam Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted March 16, 2012 WHMCS Support Manager Share Posted March 16, 2012 A little patience is all that's needed, I can confirm these services have now been completed. My apologies if you felt like we were ignoring you. Link to comment Share on other sites More sharing options...
FlexiHost Posted March 16, 2012 Share Posted March 16, 2012 It's a shame to see posts like this on the message boards. The poster must think that they are the only ones running WHMCS, and must be their only customer. Next time, just post a support ticket, and await a reply - or maybe you might want to answer all their tickets as well... Link to comment Share on other sites More sharing options...
50mb Posted March 17, 2012 Share Posted March 17, 2012 It's a shame to see posts like this on the message boards. The poster must think that they are the only ones running WHMCS, and must be their only customer. Next time, just post a support ticket, and await a reply - or maybe you might want to answer all their tickets as well... Or maybe a bigger support team where tickets could be answered is even a better solution.. The guy felt like he was not getting what he paid for so he ranted.. I am sure everyone has done that at some point.. Not sure his situation but maybe patience is not what was on his mind it seems money he paid was.. Least they respond quicker to forums then they do support tickets.. Link to comment Share on other sites More sharing options...
bear Posted March 17, 2012 Share Posted March 17, 2012 Not sure his situation but maybe patience is not what was on his mind Perhaps you missed this? "Our migration/upgrade services usually take 48-72 hours on standard working days" It's not 48-72 contiguous hours, but working day hours. He was impatient. Least they respond quicker to forums then they do support tickets..That isn't at all fair. This was a custom job, not support, and it was within the time frame specified. Link to comment Share on other sites More sharing options...
50mb Posted March 17, 2012 Share Posted March 17, 2012 First I was not being crude towards the software or the team.. I was being crude towards that last reply. it was inconsiderably posted against a user who obviously did not understand the process of the work ordered. If I did not understand the process and I paid over 200.00 for service I would have posted the same wondering where the work was or the progress for it if not notification was received within the time frame. he may have also thought the support team is larger then it really is, who knows there could be many reasons why he posted or ranted Maybe he does his own work and that is fine but like we all know not everyone is so knoweldgable on the process and the time it takes to complete it and what is all involved.. Since his attitude was very disturbing I had to post against it.. Sorry if I offended you but that particular post really got under my skin and had no pun intended against WHMCS... I should have worded my reply differently but so should of he.. Again apologies. Link to comment Share on other sites More sharing options...
b0r3d Posted March 23, 2012 Share Posted March 23, 2012 To an extent i agre with 50mb. I've submitted tickets over the last year here and there and responses are always slow. Urget matters within many hours. Unfortunately for billing software this has to be fixed. When our billing software requires assistance be in with our license or the software itself we need someone on top of it within a timely manner. I don't expect responses within 10 minutes but WHMCS is raking in some serious cash. Open up a real support line, invest that profit back into the business. Setup a support SLA for registered customers specifically, non registered should be simply within 24 hours (unless sales of course). I say all this because if an issue were to arise with lets say my license, i'm locked out and require immediate assistance because i have customer tickets to answer, accounts to approve etc they can't just sit. I loose customers with every minute that passes on sales tickets. Nothing worth raising a stink over, but i sure hope Matt does invest in a support line. $18.95 x ??? = easily support paying half dozen support staff to man the phones. Just a friendly suggestion Link to comment Share on other sites More sharing options...
brianoz Posted March 23, 2012 Share Posted March 23, 2012 Urget matters within many hours. Several other billing systems respond to urgent support requests in days or weeks. A few hours isn't actually that bad. Just saying. Link to comment Share on other sites More sharing options...
b0r3d Posted March 23, 2012 Share Posted March 23, 2012 Several other billing systems respond to urgent support requests in days or weeks. A few hours isn't actually that bad. Just saying. Like who? Scratch that, lets not advertise for them. We have been in the online business since 1997 and used a few. There are 2 others that i believe are run by 1 person otherwise the majority of the big players when it comes to billing software all have large offices with telephone lines to call in with support requests and sales. lastly i don't know what's with everyones suggestion to compare WHMCS to other "BAD" players on the market. If you want to compare a product with bad product care then sure anything looks great. It's a terrible example. Link to comment Share on other sites More sharing options...
ADz83 Posted July 10, 2012 Share Posted July 10, 2012 If your knowledgeable enough to actually run a "real" hosting company, why on earth would you want or need to pay $200 to upgrade your whmcs? backup files/database, upload new version of script overwriting old files, visit admin area, delete "install" folder and DONE! Whats hard about that? Or am I missing something here? Link to comment Share on other sites More sharing options...
JamieD Posted July 11, 2012 Share Posted July 11, 2012 If your knowledgeable enough to actually run a "real" hosting company, why on earth would you want or need to pay $200 to upgrade your whmcs? backup files/database, upload new version of script overwriting old files, visit admin area, delete "install" folder and DONE! Whats hard about that? Or am I missing something here? Yes you're missing a lot. WHMCS is a dog to upgrade if you have any kind of custom templates, language files, or modules. Which all decent hosting companies will have done. WHMCS appear to upgrade their software with little regard for downstream users (their customers) and inadequate information about what has been changed. The company is bringing in a serious amount of money from it's customers yet they act like a small outfit with below expected support and a poor attitude towards their customers. The original poster quite rightly posted in the forums with their concerns about the lack of clear communication Perhaps you missed this? "Our migration/upgrade services usually take 48-72 hours on standard working days" It's not 48-72 contiguous hours, but working day hours. He was impatient. That isn't at all fair. This was a custom job, not support, and it was within the time frame specified. This is utterly ridiculous, 48-72 hours means 2-3 working days. If it doesn't mean that it's WHMCS fault for not being clear, how on earth is anyone supposed to know how long a working day is at WHMCS, or when their working day starts and ends? This is yet another example of WHMCS's poor attitude towards their customers, they use unclear language and then when a customer is confused by this deal with the issue using an unprofessional amount of contempt. Link to comment Share on other sites More sharing options...
easyhosting Posted July 16, 2012 Share Posted July 16, 2012 Yes you're missing a lot. WHMCS is a dog to upgrade if you have any kind of custom templates, language files, or modules. Which all decent hosting companies will have done. I have a custom theme and several modules and it is not that hard or difficult to upgrade Link to comment Share on other sites More sharing options...
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