Why is the WHMCS support so slow

[Nathanael]

wrong http://ec.europa.eu/taxation_customs/taxation/other_taxes/canary_islands/index_en.htm

[stormy]

WRONG. i have had complex tickets answered and replied within 24 hours and resolved within a week

 

Me too, but only before v5 came out. Not a single one this year. When was the last time you had that happen?

[easyhosting]

wrong http://ec.europa.eu/taxation_customs/taxation/other_taxes/canary_islands/index_en.htm

 

so Her Majesties Revenues and Customs are wrong then.

 

Any UK VAT registered business MUST change VAT to any EU business they deal with. This is the LAW. If an EU business outside of the UK is vat regsitered they must provide their VAT reg number to the UK VAT reg company to get the VAT removed. if the EU company is not VAT registered then they must pay the VAT.

Edited September 3, 2012 by easyhosting

[easyhosting]

Me too, but only before v5 came out. Not a single one this year. When was the last time you had that happen?

 

Over the last week and even today

[Nathanael]

so Her Majesties Revenues and Customs are wrong then.

 

Any UK VAT registered business MUST change VAT to any EU business they deal with. This is the LAW. If an EU business outside of the UK is vat regsitered they must provide their VAT reg number to the UK VAT reg company to get the VAT removed. if the EU company is not VAT registered then they must pay the VAT.

 

The Canary Islands are outside the EU for the purposes of VAT. Here he have IGIC, not VAT and theres no way to register for VAT. The same way i can't charge them IGIC if i send them an invoice.

[stormy]

Over the last week and even today

 

Care to share some details?

 

Let's recap: You logged in a ticket last week. It was a complex issue, and it was solved today. I understand that while it was being solved, you had to reply to it, at least once, effectively "bumping" the ticket. However, it still got solved.

 

Meanwhile, all of us with open and "un-bumped" tickets in the queue, have been waiting patiently but no one replies to us.

 

Conclusion: yes, staff is cherrypicking both easy tickets, and your tickets, so you can keep defending them here. That's not what I call good customer service.

 

P.S: yes, HMRC is wrong, or rather, you haven't found the specific documentation talking about the Canary Islands, a VAT-exempt territory of the Euro Zone.

[easyhosting]

The Canary Islands are outside the EU for the purposes of VAT. Here he have IGIC, not VAT and theres no way to register for VAT. The same way i can't charge them IGIC if i send them an invoice.

 

Your IGIC number is the equiv to VAT. if a country is within the EU (EU member state) then VAT must be charged and The Canary Islands are part of Spain http://europa.eu/about-eu/countries/member-countries/spain/index_en.htm

[Nathanael]

This is going offtopic but seriously , you are wrong.

 

The Canary Islands are not part of Community territory for the purposes of VAT (Article 6 of Directive 2006/112/EC). http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CONSLEG:2006L0112:20110101:EN:PDF

[easyhosting]

Care to share some details?

 

Let's recap: You logged in a ticket last week. It was a complex issue, and it was solved today. I understand that while it was being solved, you had to reply to it, at least once, effectively "bumping" the ticket. However, it still got solved.

 

Meanwhile, all of us with open and "un-bumped" tickets in the queue, have been waiting patiently but no one replies to us.

 

Conclusion: yes, staff is cherrypicking both easy tickets, and your tickets, so you can keep defending them here. That's not what I call good customer service.

 

P.S: yes, HMRC is wrong, or rather, you haven't found the specific documentation talking about the Canary Islands, a VAT-exempt territory of the Euro Zone.

 

 

Ticket opened 23/08/2012 11:52

WHMCS Reply 23/08/2012 14:16

I replied 23/08/2012 14:55

WHMCS replied 23/08/2012 15:24

I replied 23/08/2012 16:27

WHMCS replied 23/08/2012 17:17

I replied 23/08/2012 17:35

WHMCS replied 24/08/2012 00:25

I replied 24/08/2012 08:18

WHMCS replied 27/08/2012 16:31

I replied 29/08/2012 14:05

WHMCS replied 30/08/2012 11:50

I replied 31/08/2012 10:15

WHMCS replied 31/08/2012 12:41

I replied 31/08/2012 12:54

WHMCS replied 03/09/2012 10:42

I replied 03/09/2012 10:51

 

due to my issue i find these timings acceptable

 

so you can keep defending them here.

 

this is just your opinion as the last time i looked this was a public forum and i am not the only one that has stated quick ticket responses from WHMCS.

Edited September 3, 2012 by easyhosting

[stormy]

So what's your point?

 

We now have proof that WHMCS is replying to some support tickets, while leaving others unattended. If the problem was the total number of tickets, or bumping tickets, it would have affected you as well, and it didn't.

 

It's a good moment to go back on-topic now. A sizable amount of WHMCS customers have tickets that are not being replied to, nor resolved. This is worrying. What can we do about it?

[easyhosting]

So what's your point?

 

I was just stating that i am one that have never had any ticket delays. the forum also has others stating the same.

 

 

It's a good moment to go back on-topic now. A sizable amount of WHMCS customers have tickets that are not being replied to, nor resolved. This is worrying. What can we do about it?

 

I have no idea what can be done apart from waiting. it is a concern if they are being selective on which tickets they reply too.

 

 

We now have proof that WHMCS is replying to some support tickets, while leaving others unattended.

 

whats your point? this just proves that WHMCS are answering support tickets as they should be doing. i dare say if you had a few support tickets come in you would answere 1 while the others are unattended until you got round to repling to them ones. as you cant answer all tickets all at the same time.

Edited September 3, 2012 by easyhosting

[Nathanael]

The point is its clear theres a problem with support response times. In my OPINION less than 24 hours response time is aceptable, more not.

 

BAD support => + 24 hours

NORMAL support => - 24 hours

GOOD support => - 5 hours

GREAT support => 1-2 hours

 

An example of great support is cpanel, in less than an hour you can have a tech watching your server.

 

The 5.1 release isn't an excuse, it was released a month ago and theres still delays. Im sure they are trying to fix the issue but maybe theres better ways to do it. Now whmcs will expand a lot more with the cpanel fusion, more clients will join and more support tickets will be sent. If they dont fix the issue soon they will get bad feedback.

[easyhosting]

 

BAD support => + 24 hours

NORMAL support => - 24 hours

GOOD support => - 5 hours

GREAT support => 1-2 hours

 

 

so in your eyes every single host is bad as they most list support answered within 24 hours.

 

saying within 24 hours means that they can answer in 1 minute or 24 hours. all issues cannot be resolved in 24 hours.

[Nathanael]

so in your eyes every single host is bad as they most list support answered within 24 hours.

 

saying within 24 hours means that they can answer in 1 minute or 24 hours. all issues cannot be resolved in 24 hours.

 

The support response time of most services i tried are under 24 hours. Im talking about response, not time to resolve the issue. If i know the answer to a ticket but i can't reply it because of ticket load i must fix it.

 

In my case 2 days to say "renew your support license" and 3 days still waiting for them to fix the invoice issue isn't acceptable.

Edited September 3, 2012 by Nathanael

[bear]

I can't help but wonder if they are trying to reduce the ticket queue by passing simpler issues to newer and less experienced staff, while passing more involved tickets to senior staff or Matt himself? That may explain some of the delays on more complicated tickets, perhaps.

 

I've never had tickets go a really long time, though I haven't needed anything lately. Most of my issues have been relatively simple.

[easyhosting]

I can't help but wonder if they are trying to reduce the ticket queue by passing simpler issues to newer and less experienced staff, while passing more involved tickets to senior staff or Matt himself? That may explain some of the delays on more complicated tickets, perhaps.

.

 

possibly as my current ticket was first answered and reply by Stephen until 24/08/2012 00:25 when Matt replied and since then replies have been from John

[bullten]

An example of great support is cpanel, in less than an hour you can have a tech watching your server.

 

I really love Cpanel support too. For me it was like I opened a ticket and within 2 minutes there tech was inside. Sometime they take 15 to 20 min max if there is more ticket in queue. They answer all query very fast, wont leave your server unless they solve, even if your questions are not related to Cpanel problem for that too they provide solution and would solve it themself if they are in happy mood . Wonderful support and I really like that company.

 

Hope after the Cpanel partnership with whmcs , whmcs will learn from them "Meaning of great support"

[easyhosting]

I really love Cpanel support too. For me it was like I opened a ticket and within 2 minutes there tech was inside. Sometime they take 15 to 20 min max if there is more ticket in queue. They answer all query very fast, wont leave your server unless they solve, even if your questions are not related to Cpanel problem for that too they provide solution and would solve it themself if they are in happy mood . Wonderful support and I really like that company.

 

Hope after the Cpanel partnership with whmcs , whmcs will learn from them "Meaning of great support"

 

i also like the speed and professionalism of cpanel support. i only find 1 drawback if your server is litespeed. cPanel will ask you to switch back to apache until this solve your issue.

[Nathanael]

I dont know if John was reading the forum but my support case was answered by him, my dev license unsuspended and my invoice VAT removed. The only problem is the didn't answer the main issue question regarding the module api but i already solved it by myself.

[DigitalEnigma]

Hi,

 

We've had a ticket open since 12/07/2012, this was closed by WHMCS without resolution or further reply. I had to re-open the ticket on 11/08/2012. The issue is still open with no resolution.

 

WHMCS seemingly cannot reproduce the issue yet I can clearly see their own support desk suffers the same spacing issue on imported HTML emails.

 

We're seeing additional line breaks getting inserted into new tickets and ticket replies that are pulled into the helpdesk either with POP3/IMAP or PIPE.

 

The last reply we had was on the 16/08/2012, nothing since then.

[scotserve]

so Her Majesties Revenues and Customs are wrong then.

 

Any UK VAT registered business MUST change VAT to any EU business they deal with. This is the LAW. If an EU business outside of the UK is vat regsitered they must provide their VAT reg number to the UK VAT reg company to get the VAT removed. if the EU company is not VAT registered then they must pay the VAT.

 

Easyhosting - afraid its you that is wrong here, the Canary islands is not part of the EU - this is the reason your duty free limit is different, its a common mistake and people think it is part of Spain but from an EU perspective it is not. Subsequently any invoicing should be free of VAT

[outeredge]

Just logged in to find a support ticket raised over a month ago regarding SagePay Token Cards has been closed by WHMCS.

 

What on earth is going on?

[easyhosting]

its a common mistake and people think it is part of Spain but from an EU perspective it is not.

 

so the European Union ( EU) are also wrong then

 

http://europa.eu/about-eu/countries/member-countries/spain/index_en.htm

 

check inset on http://europa.eu/abc/maps/members/spain_en.htm clearly shows Canary Island as part of spain

 

http://en.wikipedia.org/wiki/Canary_Islands (The Canaries are a Spanish autonomous community and an outermost region of the European Union.)

 

http://www.turismodecanarias.com/canary-islands-spain/tourist-guide/the-best-in-europe/ (You are in Europe Country: Spain – Spanish autonomous community.)

Edited September 4, 2012 by easyhosting

[stormy]

Easyhosting > Yes, all that is correct, EXCEPT for tax and VAT purposes. Don't you think people that live in the Canary Islands would know better than you?

[outeredge]

Easyhosting > Yes, all that is correct, EXCEPT for tax and VAT purposes. Don't you think people that live in the Canary Islands would know better than you?

 

Guys, AFAIK, the VAT rules apply to the EEC not the EU.