sampras99 Posted July 26, 2012 Share Posted July 26, 2012 Hello! I am getting tired of WHMCS poor support. every 6 month or so when i need a little help and submit a ticket they ignore it totally. Well if they going to treat their customer like **** am not going be a customer anymore. WHMCS is not is not essential, Whmcs has serious shortcomings.. 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted July 26, 2012 Share Posted July 26, 2012 Hello! I am getting tired of WHMCS poor support. every 6 month or so when i need a little help and submit a ticket they ignore it totally. Well if they going to treat their customer like **** am not going be a customer anymore. WHMCS is not is not essential, Whmcs has serious shortcomings.. when a new release comes out support is always slower which is mentioned many times in this forum. Also at the moment Matt says their are 500+ tickets in the queue. Also if you open mulitple tickets are keep adding to a ticket for up[dates it gets pushed further down the queue. depending on your issue you could always post on the forum as others may have had the same issue and managed to fix it, so therefore could help you. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted July 27, 2012 WHMCS Support Manager Share Posted July 27, 2012 Hi, I think I've found your ticket, and I can see you received an initial response within 24 hours and a second reply just now after 7 hours. Your initial response was delayed unfortunately by bumping your ticket as easyhost explained above. Do bear in mind we are a software company and not a web host so please adjust your expectations accordingly, and also we are currently busier than normal following the release of v5.1, so thanks for your patience. 0 Quote Link to comment Share on other sites More sharing options...
nicklfire Posted July 28, 2012 Share Posted July 28, 2012 I've actually never had a problem with support time, even with the new release. The most delay i've received is 24 hours, which i think is pretty good basing they have 500 tickets or something crazy 0 Quote Link to comment Share on other sites More sharing options...
stormy Posted July 29, 2012 Share Posted July 29, 2012 I have to say that having tickets ignored has been a frequent ocurrence for me ever since v5 came out. However, easy tickets are handled reasonably well. It's just the hard (important!) stuff that gets ignored. It's a shame, really. 0 Quote Link to comment Share on other sites More sharing options...
markehme Posted July 30, 2012 Share Posted July 30, 2012 They're trying their best, a bit of patience is all it takes my friend! 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted July 30, 2012 Share Posted July 30, 2012 (edited) I have to say that having tickets ignored has been a frequent ocurrence for me ever since v5 came out. However, easy tickets are handled reasonably well. It's just the hard (important!) stuff that gets ignored. It's a shame, really. 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 Edited July 30, 2012 by easyhosting 0 Quote Link to comment Share on other sites More sharing options...
Raven Posted July 30, 2012 Share Posted July 30, 2012 (edited) WHMCS is not is not essential, Whmcs has serious shortcomings.. I don't know about every one else here but to me WHMCS is essential. It does and handles more gateways, systems than any other automated billing system on the market, it's the esyest to work with and once you understand the nature of the beast it is fairly easy to customize and change about to your needs. What people need to understand that according to when the system was attacted it was released in one news article that WHMCS has around 500,000 clients. Now thats a lot of tickets if only 1% have issues. I am more than sure the guys and gals at WHMCS are working there collective backsides off to answer tickets and fix issues. For those who think they should acknowledge your ticket.... Come on in reality if theres 500 tickets in the que and poor old John has to open each ticket and say " Hello I accept you have a ticket open" then thats his weeks productivity down the drain (Sorry John first name come to mind) Also you all need to take into account the timezone difference you open a ticket they reply your in bed so what do they do wait till your awake had your coffee and ready to answer them Edited July 30, 2012 by Raven Thought of something else to add :) 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted July 30, 2012 Share Posted July 30, 2012 I don't know about every one else here but to me WHMCS is essential. It does and handles more gateways, systems than any other automated billing system on the market, it's the esyest to work with and once you understand the nature of the beast it is fairly easy to customize and change about to your needs. What people need to understand that according to when the system was attacted it was released in one news article that WHMCS has around 500,000 clients. Now thats a lot of tickets if only 1% have issues. I am more than sure the guys and gals at WHMCS are working there collective backsides off to answer tickets and fix issues. For those who think they should acknowledge your ticket.... Come on in reality if theres 500 tickets in the que and poor old John has to open each ticket and say " Hello I accept you have a ticket open" then thats his weeks productivity down the drain (Sorry John first name come to mind) Also you all need to take into account the timezone difference you open a ticket they reply your in bed so what do they do wait till your awake had your coffee and ready to answer them I think what sampras99 was getting at is that in the whole is that WHMCS is not essential as their are other software choices available, yes not as good, but will get the job done. But I have spend many £ and time on WHMCS mods and addons etc, so i will just wait until 5.1.2 is sorted out before i even consiider upgrading. 0 Quote Link to comment Share on other sites More sharing options...
m_josiah Posted August 13, 2012 Share Posted August 13, 2012 I am also having a pretty poor support service from WHMCS. I totally understand that they may have a backlog of queries but it simply does not help that I havent had a response for weeks on my query. The problem is a show stopper and no matter how much I express the critical nature of the query it goes totally unheard. I even stopped adding new tickets in the hope that my old tickets dont get bumped down the queue. What the heck do I do? 0 Quote Link to comment Share on other sites More sharing options...
stonehenge Posted August 26, 2012 Share Posted August 26, 2012 This isn't resolved, been with the software years and their support is miserable, on high priority 36 hours still no reply. Yes, the software is good but I am beginning to side with sampras99 and they cannot deal with their customers in this way, yep maybe 500,000 customers - in that case they should engage more knowledgable staff! I,m on the monthly subscription - no branding and could have purchased the software 5 times over by now, so without support what is the point! 0 Quote Link to comment Share on other sites More sharing options...
mylove4life Posted August 26, 2012 Share Posted August 26, 2012 nothing like trolling is there stonehenge 0 Quote Link to comment Share on other sites More sharing options...
WebsiteIntegrations Posted August 27, 2012 Share Posted August 27, 2012 just curious, does multiple threads on the subject get your ticket a faster reply? 0 Quote Link to comment Share on other sites More sharing options...
ryan311 Posted August 29, 2012 Share Posted August 29, 2012 It's easy WHMCS should up their monthly fee to something like $100 a month and hire more staff. 0 Quote Link to comment Share on other sites More sharing options...
bear Posted August 29, 2012 Share Posted August 29, 2012 It's easy WHMCS should up their monthly fee to something like $100 a month and hire more staff. Which would then drastically reduce the number of monthly licenses, thereby eliminating the need for more staff. Ironic, that. 0 Quote Link to comment Share on other sites More sharing options...
slim Posted August 29, 2012 Share Posted August 29, 2012 I would pay double what im paying now if support was reliable and proficient. WHMCS is afterall the core product in most of our businesses. 0 Quote Link to comment Share on other sites More sharing options...
stormy Posted August 29, 2012 Share Posted August 29, 2012 I would happily pay more, or pay extra for better support. 0 Quote Link to comment Share on other sites More sharing options...
nathany Posted August 29, 2012 Share Posted August 29, 2012 I logged a ticket last night and the issue was resolved by this morning, cannot really complain about a circa 12 hour resolution time. 0 Quote Link to comment Share on other sites More sharing options...
DavidBee Posted August 29, 2012 Share Posted August 29, 2012 I really don't think I have had any issue with tickets being put off or delayed by WHMCS. 0 Quote Link to comment Share on other sites More sharing options...
slim Posted August 29, 2012 Share Posted August 29, 2012 I think the first come first served line that companies feed us is Bullshit.. I have a ticket thats been open for over a week and its not resolved. They are just cherry picking the easy tickets. 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted August 30, 2012 Share Posted August 30, 2012 I think the first come first served line that companies feed us is Bullshit.. I have a ticket thats been open for over a week and its not resolved. They are just cherry picking the easy tickets. WRONG. i have had complex tickets answered and replied within 24 hours and resolved within a week 0 Quote Link to comment Share on other sites More sharing options...
slim Posted August 30, 2012 Share Posted August 30, 2012 Easyhosting - Just because YOU may have had that happen doesnt mean others havnt. You seem to but in everywhere on here in defence of WHMCS. The simple fact is that many of us have open unresolved tickets that are weeks old. If you have tickets open 24 hours or less and are getting resolved then im RIGHT. Tickets are not being answered in a first come, first served fashion. They are being cherry picked. 0 Quote Link to comment Share on other sites More sharing options...
slim Posted August 31, 2012 Share Posted August 31, 2012 They are trying their best and a little bit of patience is all it takes... True, but I have a ticket thats been open since the 16th August. 0 Quote Link to comment Share on other sites More sharing options...
Nathanael Posted September 3, 2012 Share Posted September 3, 2012 My case: 26/08/2012 I sent a support ticket asking a a general module dev question. 28/08/2012 They asked me to renew my owner support license since my support was over AND DISABLED MY DEV LICENSE. 28/08/2012 13:5 Ten minutes after last reply, i asked them to disable VAT to pay the support invoice because my area have no VAT charges and to REENABLE MY DEV LICENSE. 29/08/2012 They still want to charge me VAT since im in Europe. 29/08/2012 15:26 Ten minutes after last reply i sent them a web link were its stated that my area have no VAT TAX. An official link of course. Today i woke up and tried to finish a project for a client but i was unable because MY DEV LICENSE WAS STILL SUSPENDED, and of course no reply in the ticket. Now i have to postpone the project because i can't grant my client access to my production environment. Can anyone give me a good reason to renew support licenses?. 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted September 3, 2012 Share Posted September 3, 2012 28/08/2012 13:5 Ten minutes after last reply, i asked them to disable VAT to pay the support invoice because my area have no VAT charges and to REENABLE MY DEV LICENSE. 29/08/2012 They still want to charge me VAT since im in Europe. If you are in Europe and a business then WHMCS legally have to change VAT as they are VAT registered, this is the law. The only way and EU business outside of the Uk does not pay the VAT is if you provide a valid VAT registration Number http://www.hmrc.gov.uk/vat/managing/charging/charging.htm http://www.hmrc.gov.uk/vat/managing/international/ 0 Quote Link to comment Share on other sites More sharing options...
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