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

[Dreamz]

It has now been 5 days without a response on my ticket. This is pure crap for support. I don't care if they have 1000000000 tickets in queue. If they cannot handle the load, oh I dunno, hire more support agents to help out...

 

For a BILLING SYSTEM I expect responses back in hours, not days, not even a single day. Are they answering tickets at the rate of 1 a day? I have not updated our ticket at all since it was submitted, just sitting there waiting for a response...

 

99% of the time too the response we get back is 100% useless. Such as we were having an issue with PayPal IPN. I told them it was enabled, gave the URL, the error PayPal was having with sending IPN notifications. And what did the mindless support agent say... "Make sure you have IPN enabled on your PayPal account.". Really? Did you not read ANYTHING. Just a waste of a response and time.

Edited August 4, 2012 by Dreamz

[doudi80]

@Matt, developing a new not working version so it is normal that there are over 400 tickets! So next time thing before acting

[invictus]

After upgrading to 5.1.2 the ordering process on my WHMCS installation is broken. I have had a ticket in about this for several weeks and I have been waiting patiently for some kind of resolution, but it really does seem like my ticket is being ignored.

 

I say that it seems like my ticket is being ignored because the only response I have got about the issues I am having with the 5.1.2 release have been to tell me that there are no bugs in it, that the bugs I am experiencing are not "known issues" and that it must be due to some settings on my server. My server is not the problem and I have confirmed that there are errors coming from the WHMCS 5.1.2 code. Once I provided this information to support, my ticket has just sat without a response for close to a week.

 

It's impossible for any of us to troubleshoot WHMCS code ourselves because it's all encrypted. By selling a product which is an integral part of most users' businesses and encrypting the source code, WHMCS really has a responsibility to be proactive with support and to at least try to find resolutions to major bugs quickly.

 

It would not take much time for WHMCS support staff to make a simple reply to my ticket and tell me that they are looking into it (if they are), but that has not been done. due to the lack of responsibility taken by WHMCS in the responses I did receive, I am left with the feeling that I am not going to get any help with this at all.

 

I don't know if I have any choice but to start looking for other options. I can't let the ordering process for my business stay broken for weeks or months while we wait for WHMCS to catch up with their tickets or release a fix/update for the catastrophe that is WHMCS 5.1.2.

 

As everyone has said here in the forums, we should have waited before upgrading from the previous release of WHMCS 5.0 which worked fine and had none of these problems. I upgraded quickly because it was released as "stable" and did not look to contain any massive changes. Next time I guess we should consider "stable" upgrades to mean "beta" for at least 3-6 months and be extremely cautious about installing any new upgrades.

 

I really hope that WHMCS is working on fixing these issues or at the very least investigating them, but so far all I have seen them do is deny these bugs exist.

 

What a shame.

[b0r3d]

Thanks b0r3d for your valuable solution.

 

Solution? What solution?

[zoilodiaz]

i think they sell to cpanel and they don't care about support anymore. also they ignore the forum too. allot complains here and they not show up.

[merlinpa1969]

this is a PUBLIC forum, and I have seen nowhere that whmc was sold to cPanel

[easyhosting]

i think they sell to cpanel

 

please provide a link showing this

 

What is stated at www.blog.whmcs.com is

 

Under the new agreement, cPanel, Inc., will now have a financial stake in WHMCS Ltd.

 

which means that cPanel have purchased shares in WHMCS Limited.

[niyyie]

I am suffering the same ordering problems with version 5.1.2

Renewed domains are still marked as expired and newly registered domains marked as pending.

We're having to manually correct the statuses and that's a lot of work.

 

Many of the carts (especially Comparison) are broken. I definitely regret upgrading to 5.1.2

[panacheweb]

support with whmcs has always been slow.. ever since I can remember..

 

the thing is, not every problem is black and white.

[stormy]

It's impossible for any of us to troubleshoot WHMCS code ourselves because it's all encrypted. By selling a product which is an integral part of most users' businesses and encrypting the source code, WHMCS really has a responsibility to be proactive with support and to at least try to find resolutions to major bugs quickly.

 

I think that sums up the problem perfectly. If WHMCS stops working, our whole business stops working.

 

I really wish they sold an unencrypted version, no matter how expensive and how many contracts I had to sign in order to get it.

[doram]

i think they sell to cpanel and they don't care about support anymore. also they ignore the forum too. allot complains here and they not show up.

 

Have you ever submitted a support ticket to cpanel?

It is an absolute pleasure dealing with them , tickets are responded, and resolved at lightning speed, with information throughout the process, maybe a little cpanel in this will be a good thing.

Me personally, I've had a support ticket in queue since 31/07/2012 as well, and after 6 days of waiting, came here to see what was going on, and honestly, I'm horrified!

 

I'm just so happy that my query is one that can wait a while for a fix, and not an entire meltdown.

I think WHMCS needs to understand that a huge portion of the hosting industry pays them maintenance, and relies upon the product to run the business, in this game, 24 hours response time is not good enough.

7 days is unexcusable.

 

We have been using WHMCS for a long time, and the product really does speak for itself, and Matts hands on approach has also been the best around.

I hope this staffing crisis can be resolved soon, as it would really be a pity to see such a great product fall.

[oempire]

me too 3 days no answer

[stormy]

Doram > absolutely agree on everything on your post, especially about the quality of the (free) cPanel support. I can only imagine how fast their paid support option can be!

 

I think all Matt needs is 2-3 trusted developers that can do everything that usually falls on his plate. That's the bottleneck right now.

[Dreamz]

I am at 7 days now... 7 DAYS. This is getting ridiculous. If cPanel has a stake in WHMCS financially, they need to hire about 10 new developers / agents.

 

WHMCS has always been slow with support, but this is beyond slow.

[easyhosting]

WHMCS has always been slow with support.

 

this is not the case normally i have tickets answered with 24 hours unless it is a complext issue, which can take longer.

 

Matt currently has a recruitment campaign going for more support staff

[robb3369]

support with whmcs has always been slow.. ever since I can remember..

 

All of our tickets were responded to within 24-48 hours depending on the issue. This current delay is baffling so I'm hoping the team didn't get wiped out going to hit the pub during the Olympics. Matt hasn't posted for almost 10 days or so.

[invictus]

Going on two weeks now without a reply to my ticket which is absolutely critical and my WHMCS is not functioning properly without this issue being fixed.

 

I hate to even think about moving to a different software because the task of converting the database would surely be a pain, but it's looking like I may not have any other choice. I have already lost a lot of money over this and I can't wait much longer for a fix.

 

If WHMCS wants to restore confidence in it's users I think they need to do at least one of the following:

 

a) Respond to the tickets users have had open for weeks or months where there are critical issues after upgrading to 5.1.2 and at least attempt to find some solutions to these problems.

 

b) Release WHMCS as open source so that we can troubleshoot the issues in it's code ourselves. It's completely unacceptable to not answer support tickets for a product like this being sold with encrypted source code.

 

c) Fix the major issues in 5.1.2 and release a patch or update that addresses them.

 

Please, WHMCS?

[easyhosting]

Going on two weeks now without a reply to my ticket which is absolutely critical and my WHMCS is not functioning properly without this issue being fixed.

 

I hate to even think about moving to a different software because the task of converting the database would surely be a pain, but it's looking like I may not have any other choice. I have already lost a lot of money over this and I can't wait much longer for a fix.

 

If WHMCS wants to restore confidence in it's users I think they need to do at least one of the following:

 

a) Respond to the tickets users have had open for weeks or months where there are critical issues after upgrading to 5.1.2 and at least attempt to find some solutions to these problems.

 

b) Release WHMCS as open source so that we can troubleshoot the issues in it's code ourselves. It's completely unacceptable to not answer support tickets for a product like this being sold with encrypted source code.

 

c) Fix the major issues in 5.1.2 and release a patch or update that addresses them.

 

Please, WHMCS?

 

Matt and the tewam have mentioned on some threads they are working through the ticket queue as fast as they can. do you think you are the only one waiting on ticket replies.

i bet you have been bumping yolur tickets with them which will show as reply on the ticket and push them to the bottom of the queue.

[invictus]

Matt and the tewam have mentioned on some threads they are working through the ticket queue as fast as they can. do you think you are the only one waiting on ticket replies.

i bet you have been bumping yolur tickets with them which will show as reply on the ticket and push them to the bottom of the queue.

 

Wow really? Matt has not responded to either my tickets nor any of my forum posts to say he or anyone else is working on the issues or even looking at them. The only thing he did say in response was that they don't have any known issues with the problems I am experiencing and that there's nothing wrong with 5.1.2.

 

No, I am not bumping my tickets as I am well aware that they like to use this as an excuse for not answering them.

 

I think it's time we stop making excuses for the terrible support here at WHMCS lately. They are selling a software which by design is meant to be a central/key part of the business of users who buy it. They are encrypting the source code so that only WHMCS can fix anything that might happen to be wrong in it. This is their choice to do and they have the right to do it, but it puts a great responsibility on them to be proactive with support issues because none of the users can troubleshoot the buggy code themselves.

 

Do I think I am the only one who's tickets are being ignored? Umm.... have you browsed the forums here lately? Clearly I am not the only one, and clearly 5.1.2 has major bugs for many people. The problem is that support just seems to have gone MIA.

 

A couple weeks ago when my ticket was fresh, it was mentioned somewhere that there were some 400+ tickets in the queue. So 14 days later they are still working through these 400 tickets and can't even bother to let me know if they are looking into my issue or not? I am sorry but that is terribly slow.

Edited August 9, 2012 by invictus

[zoilodiaz]

hi,

 

im taking in consideration move to hostbill

[easyhosting]

 

I think it's time we stop making excuses for the terrible support here at WHMCS lately.

 

Their is no excuse for what seems to be a lack from WHMCS, i just explained how their tickets system work, just like anyones using WHMCS

 

Mark (WHMCS) seems to visit the forum on a regular basis as he is the one who bans spammers when they are reported. I also wonder if anyone else has noticed it is not just WHMCS staff that have vanished, but wheres the BEAR (mod).

 

They are selling a software which by design is meant to be a central/key part of the business of users who buy it. They are encrypting the source code so that only WHMCS can fix anything that might happen to be wrong in it. This is their choice to do and they have the right to do it, but it puts a great responsibility on them to be proactive with support issues because none of the users can troubleshoot the buggy code themselves.

 

this is a good reason why i have not yet upgraded in production

 

Do I think I am the only one who's tickets are being ignored? Umm.... have you browsed the forums here lately?

 

yes i am aware of how may are having issues displayed on here and other forums. since the hostgator incident WHMCS has become a joke. if it was not for the money we have investing in WHMCS mods/addons etc, we would have moved elsewhere.

[invictus]

this is a good reason why i have not yet upgraded in production.

 

I wish I would have waited... I feel pretty stupid for just running the update without doing much research. It was released as "stable" and did not seem to contain a lot of major changes (going by the release notes) so I just grabbed it and went straight to production with it. Silly me.

Edited August 9, 2012 by invictus

[easyhosting]

I wish I would have waited... I feel pretty stupid for just running the update without doing much research. It was released as "stable" and did not seem to contain a lot more major changes (going by the release notes) so I just grabbed it and went straight to production with it. Silly me.

 

get yourself a development licence (free if your main licence is purchased direct from WHMCS) and then when a new release or updates are released you can test without going into production. saves a lot of problems

[invictus]

get yourself a development licence (free if your main licence is purchased direct from WHMCS) and then when a new release or updates are released you can test without going into production. saves a lot of problems

 

Yes, I have done that now, I wasn't aware of it before.

[Dreamz]

We've already given up. I've received the WHMCS import source from Hostbill, working on modifying it to move everything we need moved.

 

Sorry waiting 10 days to get an answer for a support ticket FOR A BILLING SYSTEM is wrong. This is not some one of piece of software, this is the center piece for everyone's business here. We certainly cannot sit around and wait for Matt to get off his butt and hire more people. This should have ALREADY been done. Matt has more than proven he cannot run the show here (proof after he cheated out on some ding dong hole in the wall hosting). He cheaps out on hosting, cheaps out on employees, and now look 400+ support tickets in queue and the whole WHMCS world is turned upside down.

 

I was told by the Hostbill sales agent too that they have been receiving a lot of inquiries lately about migrations. Saying much!?!?!