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Support is a joke and considering leaving it's got that bad!

lightbeing creations

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lightbeing creations Member

lightbeing creations

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I opened a support ticket (719430) and have had no response to my last series of questions on 5th July. Here we are a week later and still no response.

 

I then opened a separate ticket (490286) on 12th July to try and get some action to the above ticket, to which Matt replied the same day to say sorry and that he would check it now.

 

Since then still nothing, other then the second ticket has been closed with no warning or explanation after I asked for an update a day after being told it was going to be dealt with.

 

I've just opened a third ticket (750238) asking the following.

 

Are you actually bothered about keeping your customers?

 

It has now been a week since I asked some question in ticket #719430 all of which I feel are perfectly reasonable. So given that my system is completely unusable, I'm unable to manage support tickets, unable to invoice correctly, unable to accept payments normally, clients are unable to access their accounts and now one can order new services.

 

What are you going to do?

 

It is simply NOT acceptable to close a ticket with no explanation. It is also NOT acceptable to say you are going to look and then not look and give no update. It is also completely NOT acceptable to leave me with a completely critical situation that is costing me money with no support or response for a week

 

Yours, well and truly f*cked off

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easyhosting Senior Member

easyhosting

Posted
Posted

opening multiple tickets or keep updating tickets just push that ticket further down the queue.

 

it depends on how complext your original issue is to how quick they can solve this, also when a new version is released support will be slower.

 

sometimes other community members can help with issues.

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Matt Senior Member

Matt

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  • WHMCS CEO
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Apologies for the delays you've experienced. We do strongly believe your issue is a server side issue and not related to WHMCS, but that doesn't excuse the lack of response. At times of a new release things do naturally get very busy, and wait times for troubleshooting in particular will be increased, but rest assured we are working through the ticket queue as quickly as we can. There's 488 tickets awaiting a reply right now, and we have extra staff on trying to deal with them, but thanks in advance for everyones patience.

 

Matt

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Bubka3 Senior Member

Bubka3

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Apologies for the delays you've experienced. We do strongly believe your issue is a server side issue and not related to WHMCS, but that doesn't excuse the lack of response. At times of a new release things do naturally get very busy, and wait times for troubleshooting in particular will be increased, but rest assured we are working through the ticket queue as quickly as we can. There's 488 tickets awaiting a reply right now, and we have extra staff on trying to deal with them, but thanks in advance for everyones patience.

 

Matt

Wow you guys are really swapped, but one request.

 

Take the MobileUpdatev5.zip and the fixed dologin.php and release it was Mobile Edition v1.4.1, PLEASE!!!! Tried of running around tickets for getting the mobile edition to work.

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b0r3d Member

b0r3d

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how do you know they are not looking into this, they may be doing this without contacting you until they have an update or have it fixed.

 

 

I think that's the point lol. 'in-progress' exists for a reason. "Let me look into this for you and i'll/we'll get back to you shortly" Leaving tickets in "open" status isn't great.

 

You said it perfectly to prove a point i believe. "How do you know they aren't looking in to this"... <--- exactly the point, how should one even know without being told.

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easyhosting Senior Member

easyhosting

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I think that's the point lol. 'in-progress' exists for a reason. "Let me look into this for you and i'll/we'll get back to you shortly" Leaving tickets in "open" status isn't great.

 

You said it perfectly to prove a point i believe. "How do you know they aren't looking in to this"... <--- exactly the point, how should one even know without being told.

 

i sometimes look at tickets and forget to set it to 'in progress'

 

Leaving tickets in "open" status isn't great

 

why? as a ticket is open until it is completed. I have even replied to tickets and a client never replies back, so this issue lies both ways.

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b0r3d Member

b0r3d

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i sometimes look at tickets and forget to set it to 'in progress'

 

 

 

why? as a ticket is open until it is completed. I have even replied to tickets and a client never replies back, so this issue lies both ways.

 

The business (us) isn't responsible for the customer (client) responding to their tickets. As we started, funded, operate our business it is expected of us to respond to technical support when it's requested. It's usually part of a package, plan we provide/offer.

 

It's not a tit for tat because a customer doesn't respond.

 

Sometimes forgetting doesn't solve a policy issue should you run a proper business. Each business that isn't run out of a their parents house should have set policies, a business plan, structure. We're all human, you can easily forget, but you should be doing this in practice to ensure it isn't forgotten.

 

Customers should never be left in limbo wondering if anyone is behind the door of whom they pay each month. It doesn't provide much confidence to your customers if you honestly think it's ok to leave a ticket in open status and as you said, as i quoted you saying "How do you know they aren't looking in to it" - leaving customers wondering what is going on without any updates, any notification the business isn't on vacation, any idea it's a business taken seriously.

 

To that end, mistakes do happen, but by your attitude of, well clients do it so it lies both ways is a completely wrong way of thinking about it. This is why tickets auto close.

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SilverNodashi Senior Member

SilverNodashi

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Support has been rather disappointing lately and this is quite evident on this forum as well as WHT. Surely if a client's ticket is being worked on, and he replies (with say further info, etc) it shouldn't go the bottom of the queue? Instead, since the support engineers (are there any new engineers yet?) have already opened the ticket, they should finish the problem before moving onto other client's issues. OR at least give the client some feedback. It's not very professional, at least not for a commercial product, to leave a client in the dark for weeks at end. Most of us are running businesses, and if the applications we use ( in this case WHMCS) doesn't work properly, we loose business, and if we loose business due to your (WHMCS) product not functioning properly, and being supported properly, then you'll loose business as well. Some people will simply just cancel their subscription and move-on, others will actually raise their voice. Please sort this support issue out.

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merlinpa1969 Senior Member

merlinpa1969

Posted
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Support has been rather disappointing lately and this is quite evident on this forum as well as WHT. Surely if a client's ticket is being worked on, and he replies (with say further info, etc) it shouldn't go the bottom of the queue? Instead, since the support engineers (are there any new engineers yet?) have already opened the ticket, they should finish the problem before moving onto other client's issues. OR at least give the client some feedback. It's not very professional, at least not for a commercial product, to leave a client in the dark for weeks at end. Most of us are running businesses, and if the applications we use ( in this case WHMCS) doesn't work properly, we loose business, and if we loose business due to your (WHMCS) product not functioning properly, and being supported properly, then you'll loose business as well. Some people will simply just cancel their subscription and move-on, others will actually raise their voice. Please sort this support issue out.

Ok folks you cant have it both ways, Matt has responded that there a several hundred tickets in the Q, so as a tech I open a ticket and start working on it and work till its done, then the next erson bitches that their ticket has been ignored, however if I reply to your ticket that Its been received and we are looking into it, then the ticket goes to the bottom of the Q with almost 500 Tickets you cant please everyone

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easyhosting Senior Member

easyhosting

Posted
Posted

 

To that end, mistakes do happen, but by your attitude of, well clients do it so it lies both ways is a completely wrong way of thinking about it. This is why tickets auto close.

 

yes we all forget sometimes, but their is no attitude in my comment. if you reply to a clients ticket then the client can say a simple thanks and close the ticket if it is solved. showing you that the problem is solved as if they dont reply how do you know if it is solved, just like you leaving it in the open status the client has no idea you are working on their issue or not, so yes it works both ways.

I can normally sort a support request quicker than having to mark the ticket as in progress. I alway keep clients in the loop if it takes longer to sort.

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easyhosting Senior Member

easyhosting

Posted
Posted
I see I'm not alone in having tickets with no response or "mistakenly" closed. See this thread:

http://forum.whmcs.com/showthread.php?48096-Will-WHMCS-support-ever-be-back-to-normal

 

However, I do have some hopes with the cPanel news. WHMCS needs to hire qualified developers ASAP and solve this problem.

 

As i stated to your comment in another thread

 

 

tickets are not been ignored. tickets are placed in a queue and are answered as they are comed too, but if members did not create multiple tickets or keeps demanding updates ( which acually pushes their ticket further down the queue) then tickets would be answered quicker.

 

patience is a virtue

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stormy Senior Member

stormy

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Posted
patience is a virtue

 

I agree. That's why I let my ticket sit in the queue for weeks, only to find it closed. This particular issue started in January, it's now almost August. So, I'm being reasonably patient.

 

I have now seen the news about the 5.1.2 version problems, etc. Time to be patient for a few more months...

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easyhosting Senior Member

easyhosting

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i have always had tickets replied too within 24 hours.

 

if you keep adding to tickets asking for updates then this will push your tickets down the queue, so all you need to do is open a tickets ( make sure to right department) and then just wait. you could alsway post the issue on the forum and members of the community may be able to help.

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msaunders Senior Member

msaunders

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Posted

Its a shame when things like this happen . One of the most important functions of any business is communication to its customers, and when there is a lack of that , customers get nervous , angry and eventually move on . Apart from the recent hacking incident there is absolutely no excuse for not replying to anyone's support ticket, i don't care how busy you are, you have to communicate back to your customers. Waiting longer than 24 Hours for a response is just not good enough , staff should be able to resolve and close off the majority of tickets in minutes not days , but hey that's just my opinion based on my experience.

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b0r3d Member

b0r3d

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Ok folks you cant have it both ways, Matt has responded that there a several hundred tickets in the Q, so as a tech I open a ticket and start working on it and work till its done, then the next erson bitches that their ticket has been ignored, however if I reply to your ticket that Its been received and we are looking into it, then the ticket goes to the bottom of the Q with almost 500 Tickets you cant please everyone

 

When you start to build 500 + tickets in queue and insufficient staff to handle it. 500+ tickets is no excuse, sorry. As customer base grows, you hire staff, not as ticket queues grow. It's unfortunate that so many hold WHMCS on a pedestal. Just because you expect better doesn't mean you now hate it. If the owner, Matt doesn't respond with changes to the business accordingly then it's on the wrong path.

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