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Support and reading comprehension


Nexxterra

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I was NOT going to join the bandwagon about support, however, I have wasted DAYS and DAYS waiting for replies that are useless.

Now, the replies are fast enough, however, they seem to be from someone that did not fully understand the ticket or read it fully.

Example of last ticket:

"In Feb I had a problem registering .CA domains with resellers club, I got a reply to download" rc_invalid_state_ca.zip" and install it, I did and it worked.

I just had the same problem and went into my support ticket and used the same file to fix it again, this means that an upgrade Broke it, please include the correct file in the new release so my clients can register .ca on their own.

Thanks"

 

Their reply:

There have been no releases between February and now that would cause this issue to occur. However if you upgraded to WHMCS 5.0.3 from a previous version, then you would need to reapply the files we sent to you.

 

NOW MY ISSUE:

I was Not asking for advice, I was just giving a history as clearly written.

My point was lost in this email completely. WHY THE HELL WOULD YOU NOT INCLUDE A PATCH IN FUTURE RELEASES?

I should NOT have the same problems tomorrow that I fixed TODAY!

 

MY POINT:

This ticket is the reason I hate ticket systems, the answer I got back really did not answer the question....

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  • WHMCS CEO

To clarify what our support team were trying to explain, V5.0.3 was released in December 2011, and there have been no further updates for that version since, and therefore there has not been any "future" release since you contacted us in February. Certainly any patches/fixes will always be included in future releases, but we do not add fixes into existing releases - the files available today are the same as what existed on the date of release, and if there's sufficient issues then we do a bug fix roll up release with a new version number.

 

Matt

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Thats good to know, but as for the ticket system being inefficient, about half the issues in my tickets are still outstanding, I have either lived with the issues or found a work around, but eventually I need to get all resolved....When I have time to dedicate!

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