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

[Matt]

Clearly we have fell some way below are usual high standards of support in the past few weeks, but rest assured that we are still committed to providing the market leading billing solution and support to back it up. There's no abandonement - and there's a number of reasons for the extra delays, however number of staff is not one - we have a large team behind WHMCS whose working flat out right now to get not just answers, but solutions to anyone who is awaiting them.

 

Thanks for your understanding.

 

Matt

[Bubka3]

Clearly we have fell some way below are usual high standards of support in the past few weeks, but rest assured that we are still committed to providing the market leading billing solution and support to back it up. There's no abandonement - and there's a number of reasons for the extra delays, however number of staff is not one - we have a large team behind WHMCS whose working flat out right now to get not just answers, but solutions to anyone who is awaiting them.

 

Thanks for your understanding.

 

Matt

Are you able to share those delays? Alot of people think it's cPanel related I'm sure.

[DigitalEnigma]

Hi,

 

We've had a ticket open since the 12th July (#144536) with a couple of replies from support the last was on the 19th July - I've just logged in to check the status of the ticket only to find it has been closed with no further reply and no solution to the issue!!

[easyhosting]

i have also just aware that WHMCS are now happily allowing spammers on their forum as when you use the report button to report a spammer the spam report will be closed within 24 hours with the spammer still displaying their spam.

[stormy]

I would be happy to pay more for better service as well.

[invictus]

Clearly we have fell some way below are usual high standards of support in the past few weeks, but rest assured that we are still committed to providing the market leading billing solution and support to back it up. There's no abandonement - and there's a number of reasons for the extra delays, however number of staff is not one - we have a large team behind WHMCS whose working flat out right now to get not just answers, but solutions to anyone who is awaiting them.

 

Thanks for your understanding.

 

Matt

 

Matt, thank you for the response and for the re-assurance. It's nice to know you are at least reading this if nothing else.

 

May I ask why, if you have a large support team who are working on resolving the issues in our open tickets, do they not put a response in our tickets to tell us they are working on it?

 

When we have a critical bug in the (encrypted) WHMCS code that is preventing our customers orders from being processed normally, and there is a ticket in about this for more than two weeks, don't you think we would like to hear something?

 

I hope that you are right and that there really are some developers working on this major bug in the WHMCS code, as well as the issues that other users are facing in 5.1.2 - but I find it really hard to believe you when it seems from all the forum posts here lately that most users are having tickets sitting for such a long time with absolutely no response from WHMCS support.

 

How do you justify this total lack of support response when you are selling a billing system with encrypted source code?

 

To me this can only mean you have indeed abandoned your customers, the reason is unclear.

 

Give us the real facts, let us know what is going on. I think we at least deserve to know what is causing all the problems here lately so we can make an informed decision about whether or not we want to continue investing time and money in your software.

 

Thanks.

[Dreamz]

Matt, thank you for the response and for the re-assurance. It's nice to know you are at least reading this if nothing else.

 

May I ask why, if you have a large support team who are working on resolving the issues in our open tickets, do they not put a response in our tickets to tell us they are working on it?

 

When we have a critical bug in the (encrypted) WHMCS code that is preventing our customers orders from being processed normally, and there is a ticket in about this for more than two weeks, don't you think we would like to hear something?

 

I hope that you are right and that there really are some developers working on this major bug in the WHMCS code, as well as the issues that other users are facing in 5.1.2 - but I find it really hard to believe you when it seems from all the forum posts here lately that most users are having tickets sitting for such a long time with absolutely no response from WHMCS support.

 

How do you justify this total lack of support response when you are selling a billing system with encrypted source code?

 

To me this can only mean you have indeed abandoned your customers, the reason is unclear.

 

Give us the real facts, let us know what is going on. I think we at least deserve to know what is causing all the problems here lately so we can make an informed decision about whether or not we want to continue investing time and money in your software.

 

Thanks.

 

Exactly. We deserve to know what is going on. We spend the money, we put our businesses billing system in WHMCS's hands. We deserve answers and explanations. WHMCS would be SO MUCH BETTER if they would stop this nonsense of encrypting every single file there is. Encrypting the licensing verification is fine, but Jesus Christ... the whole thing.

 

I can BS on the "Large Team". A "Large Team" would have had no issues handling support, unless there is a strike going on, or some company level issues that are effecting the workers / staff.

[optize]

Has anyone considered going on the cPanel forums and complaining as well? After all, they own part of WHMCS, they should be well informed about how upset people are and how some people have been waiting weeks for a reply, including me.

[ckh]

Exactly. We deserve to know what is going on. We spend the money, we put our businesses billing system in WHMCS's hands. We deserve answers and explanations. WHMCS would be SO MUCH BETTER if they would stop this nonsense of encrypting every single file there is. Encrypting the licensing verification is fine, but Jesus Christ... the whole thing.

..

 

I can see why they encrypt the whole thing. If they didn't, people would be modifying files left and right and then when something breaks or they do an update which overwrites their changes, there will be gobs more support tickets.

[Dreamz]

I can see why they encrypt the whole thing. If they didn't, people would be modifying files left and right and then when something breaks or they do an update which overwrites their changes, there will be gobs more support tickets.

 

Would be EASY, a system we use that we allow customers to alter has a built in checksum system that computes the hash of each file. If the hash does not mach we know they have modified our stock file(s). All they do is provide us FTP access, we upload the verification file, run it and get back the results. If they have altered it, they loose support. Simple as that.

 

A lot of the issues in WHMCS could probably be easily fixed by a lot of the user base here and help suppress tickets. And as well help deliver fixes to WHMCS.

[Raven]

that i have to agree with. they also seem to have rushed out 5.1.2 so they could concentrate on the cpanel partnership. dont know if you have also noticed apart from no WHMCS staff the mods have also vanished.

 

I agree seems to be a mass vanishing, but I am hoping that the registered company address isnt the address all the staff work out of as Matts house would be very over crowded ( all beit a nice house ) I can see why there is no phone support with out ££ and an apointment Saying that nothing wrong with running a business from home but if support isnt localized (in an office) then communication is going to be strained some

Edited August 12, 2012 by Raven

[easyhosting]

I agree seems to be a mass vanishing, but I am hoping that the registered company address isnt the address all the staff work out of as Matts house would be very over crowded ( all beit a nice house ) I can see why there is no phone support with out ££ and an apointment Saying that nothing wrong with running a business from home but if support isnt localized (in an office) then communication is going to be strained some

 

i suppose you looked at his house using google earth. if you have would notice that looking from the road the house is to the left of the gravel drive and to the right is outbuildings which are the offices, so the office is not his house, but a purpose build office.

[Raven]

oh well never mind

Edited August 12, 2012 by Raven

[invictus]

Would be EASY, a system we use that we allow customers to alter has a built in checksum system that computes the hash of each file. If the hash does not mach we know they have modified our stock file(s). All they do is provide us FTP access, we upload the verification file, run it and get back the results. If they have altered it, they loose support. Simple as that.

 

A lot of the issues in WHMCS could probably be easily fixed by a lot of the user base here and help suppress tickets. And as well help deliver fixes to WHMCS.

 

Yes, there are other softwares which have exactly this, and there is no need to gain FTP access and upload the check script, it comes with the software already in each release. It can also be used as a utility by the site owner to verify authenticity of the local files for security or to determine which files have been altered/customized.

 

I agree that there is absolutely no need to encrypt every possible file. Sure, encrypt the licensing files and maybe one or two core files, but the whole thing? If you are going to encrypt the entire package then you better be quick with support and updates when there are bugs in the code like there still are in the current "stable" release 5.1.2. Get your act together WHMCS, this is nonsense.

[malfunction]

Yes, there are other softwares which have exactly this, and there is no need to gain FTP access and upload the check script, it comes with the software already in each release. It can also be used as a utility by the site owner to verify authenticity of the local files for security or to determine which files have been altered/customized.

 

I agree that there is absolutely no need to encrypt every possible file. Sure, encrypt the licensing files and maybe one or two core files, but the whole thing? If you are going to encrypt the entire package then you better be quick with support and updates when there are bugs in the code like there still are in the current "stable" release 5.1.2. Get your act together WHMCS, this is nonsense.

 

I'm no fan of ClientExec but that's exactly what they do; only the core is encoded so things like gateways and provisioning modules are accessible and there's a file integrity check script included in the distribution so support can see what has been modified. It's a sensible approach which still protects them while leaving us free to modify some of the peripheral parts, which are the ones that give us the most trouble.

 

I was actually shocked when I started with WHMCS to see every scrap of it was encoded as it was not what I was used to at all. Mind you, I was even more shocked that it took almost a year to resolve my first ticket (a provisioning module issue) because of it, and only then because Matt finally gave me the source for the module so I could write it myself.

 

And it still goes on, I have had a ticket open for a month now with another provisioning module functionality issue and no response other than denying the issue exists (it does and is confirmed by other forum users) after 4 days.

[Dreamz]

I'm no fan of ClientExec but that's exactly what they do; only the core is encoded so things like gateways and provisioning modules are accessible and there's a file integrity check script included in the distribution so support can see what has been modified. It's a sensible approach which still protects them while leaving us free to modify some of the peripheral parts, which are the ones that give us the most trouble.

 

I was actually shocked when I started with WHMCS to see every scrap of it was encoded as it was not what I was used to at all. Mind you, I was even more shocked that it took almost a year to resolve my first ticket (a provisioning module issue) because of it, and only then because Matt finally gave me the source for the module so I could write it myself.

 

And it still goes on, I have had a ticket open for a month now with another provisioning module functionality issue and no response other than denying the issue exists (it does and is confirmed by other forum users) after 4 days.

 

This is EXACTLY what happened with us. We begged for the Helm 4 module and he finally caved. Took us 20 minutes to fix the issue we had been waiting DAYS for them to "resolve". He would not give us the WebsitePanel module, or the cPanel module without charging us 2 billion dollars. So we just said to hell with it and wrote our own and our own PayPal modules and others, just because WHMCS has bugs in it and getting stuff fixed is stupidly hard and takes way too much time. The only other reason I can see for encrypting the whole thing, is to hide the HORRIBLE code. The Helm 4 module source was disgusting. I was sick to my stomach just looking at it. No method documentation, no comments, nothing, just pure 100% garbage code.

 

EDIT: Other reason would be harder for "hackers" and script-kiddies to see the source to find weaknesses, but again, this is also partially a good thing, would help find issues with the application in order for it to get fixed.

 

I am truly scared to see what the code looks like completely, which is I think another reason why it takes so long, messy and sloppy code is hard to work with.

 

Encrypt the licensing system, encrypt some of the "core files" that do the licensing checks. And leave the rest open. Let your users help contribute fixes. After all 20 developers vs 100s if not 1000s contributing fixes, I would take the bigger (free) number.

 

The issue I submitted a ticket about is so elementary, and stupid, it would take us 5 minutes to fix it, but instead we are waiting 10 days... We finally did get a response, but it was a half fix.

Edited August 14, 2012 by Dreamz

[merlinpa1969]

Forgive me but if the support SUX so bad and the code is so horrible why are you here,

Either go somewhere else or write your own, I understand your frustration but the constant Bitching and bellyaching isnt going to get things done any faster,

[Dreamz]

Oh please. If you don't like what me or others are complaining about, then go somewhere else. Read a book, make a sandwich... The whole point of the feedback category is to give your feedback. I am giving mine.

 

I will continue to complain until Matt fixes this and stops ignoring his users. If he ignores too long we will happily move to another product. I paid for this product, I paid for the support, I expect to get what I paid for. And right now we are not getting what we paid for. You may not care, you may not have an open ticket for 10+ days without a response, then again, you may not have a huge hosting company under your belt either...

 

When I cannot run a company because the company that makes the billing software that I use decided to go on a 10+ day vacation and ignore everyone, then yes, I will vent my frustrations.

Edited August 14, 2012 by Dreamz

[easyhosting]

Forgive me but if the support SUX so bad and the code is so horrible why are you here,

Either go somewhere else or write your own, I understand your frustration but the constant Bitching and bellyaching isnt going to get things done any faster,

 

I agree with you. Dreamz is just on here to rile others, if it SUX that much then why not just create your own, as stated att the Bitching and bellyaching isnt going to get things done any faster .

[merlinpa1969]

I'm honestly surprised at the sheer number of people that jumped on the upgrade train,

Someone as knowledgeable as you claim to be dreamz should know better than to upgrade right away, I bet you already have your pre-order in for Windows 8

 

Like you I am venting, Its hard to NOT follow all the complaining and you are not the only one that was sniped at, Easy was sniped at for being a PITA just the other day,

 

Im not saying that you are wrong, Yes the support team seems to have went on vacation, but standing on the Deck of a sinking ship screaming and bitching does not help calm things down, Remember on Titanic, the "Band Played On" to keep the passengers calm,

 

just food for thought.

[easyhosting]

also dreamz, do what i and others have done get a development licence, so when a new release is issued, you can test it out on dev licence rather than jump straight to production. This way any issues/bugs can be found and wait for a fix without effecting your business.

 

Yes i was sniped at, like many on here as i think this issue has set up a few short fuses amongst members.

Edited August 14, 2012 by easyhosting

[Dreamz]

So you two are defending that fact that WHMCS is leaving its customers (including you) high and dry? It is OK behavior, we should not complain at all, just lay down and take it? It is 100% fine that a billing system development and support team (including the owner) have disappeared without any notice, any explanations etc.

 

How about you two and your companies take a 2 week vacation and see what happens to you guys. Some customers will not notice, others will but wont care, and some will go nuts. Would Matt appreciate it if Hostgator just left him high and dry for almost 2 weeks?

 

Please quit trying to defend the poor behavior of this company. There is no excuses here. We all deserve to know why, we all deserve to know what is going on. I am going to speak my mind, I am not going to sit back and let Matt get away with this with nothing being said.

[easyhosting]

So you two are defending that fact that WHMCS is leaving its customers (including you) high and dry? It is OK behavior, we should not complain at all, just lay down and take it? It is 100% fine that a billing system development and support team (including the owner) have disappeared without any notice, any explanations etc.

 

How about you two and your companies take a 2 week vacation and see what happens to you guys. Some customers will not notice, others will but wont care, and some will go nuts. Would Matt appreciate it if Hostgator just left him high and dry for almost 2 weeks?

 

Please quit trying to defend the poor behavior of this company. There is no excuses here. We all deserve to know why, we all deserve to know what is going on. I am going to speak my mind, I am not going to sit back and let Matt get away with this with nothing being said.

 

who says we are defending WHMCS. It is you that are riling others not us, i have tickets answered withing 24 hours when i submit them even as low priority, but as i have not upgraded to 5.1.2 yet for my production i have no issues. yes their are a few in 5.1.2 on my dev licence, but not in any hurry, so can wait.

 

also Matt replied to this thread on 08-11-12, 03:49 PM (post 77). would you be in the same situation if you had a dev licence to test the upgrade. NEVER UPGRADE ON RELEASE wait a few weeks to see if any bugs appear.

[Dreamz]

who says we are defending WHMCS. It is you that are riling others not us, i have tickets answered withing 24 hours when i submit them even as low priority, but as i have not upgraded to 5.1.2 yet for my production i have no issues. yes their are a few in 5.1.2 on my dev licence, but not in any hurry, so can wait.

 

also Matt replied to this thread on 08-11-12, 03:49 PM (post 77). would you be in the same situation if you had a dev licence to test the upgrade. NEVER UPGRADE ON RELEASE wait a few weeks to see if any bugs appear.

 

Well then I guess Matt loves you more than others. WOW, STOP THE SHOW!!!! Matt replied ONCE in the past like 2 weeks. Congrats, this case is solved and closed. Now I guess since support is rocking, updates are flying out of the shop we can all rest. We can all rest because @easyhosting has his tickets answered in 24 hours (which is still too long BTW). I couldn't care less if your tickets are answered in 24 seconds, mine (and others) are neglected for far longer than yours. Maybe you are Matt, or a WHMCS employee, who knows.

 

And yes, the situation would still be here. The support of WHMCS has ALWAYS been slow (no matter what version you are running, or unless you are easyhosting). There is no excuse for waiting 10 days for a response. None at all. You may think so, which is fine, enjoy. But I refuse to wait that long. If Matt does not want to get his act together, I will happily start nagging cPanel.

Edited August 14, 2012 by Dreamz

[Moc]

You've made your point, you've vented plenty, now sit back and wait till things get back in order. Obviously there is something going on but I'm sure you can spend your valuable time much better on getting things sorted within your hosting business rather than venting here.

 

I agree, there is no excuse for the (huge) delay in support and the annoying and critical bugs in 5.1.2, though I believe that it should come from both ways. Testing, backing up, and again testing before upgrading. There are obvious problems in the management of the software and the support desk but posting like crazy here and 'attacking' other members is not going to solve that.