EZi Posted November 27, 2012 Share Posted November 27, 2012 Hi All, Is anyone else experiencing support tickets not being answered or are we singled out? It would be a shame if they are winding up business as we have invested a lot of time into setting up our WHMCS site. Rene 0 Quote Link to comment Share on other sites More sharing options...
merlinpa1969 Posted November 27, 2012 Share Posted November 27, 2012 When did you put in your ticket? Have you made any changes to the ticket since you initially put it in? 0 Quote Link to comment Share on other sites More sharing options...
n1ce_hat Posted November 29, 2012 Share Posted November 29, 2012 so frustrating when things like that happen.. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Mark Posted December 1, 2012 Share Posted December 1, 2012 Is anyone else experiencing support tickets not being answered or are we singled out? Hi Has your ticket been answered? If not, could you please advise the ticket number and I'll take a look. 0 Quote Link to comment Share on other sites More sharing options...
alinford Posted December 1, 2012 Share Posted December 1, 2012 I have been waiting for 10 days with no update on a ticket. I don't want to complain because I am afraid it will hurt future support, but this is killing my business. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Liam Posted December 3, 2012 Share Posted December 3, 2012 I have been waiting for 10 days with no update on a ticket. I don't want to complain because I am afraid it will hurt future support, but this is killing my business. Hi Could you please provide your ticket number and we will check on this for you? Cheers Liam 0 Quote Link to comment Share on other sites More sharing options...
Vox Posted December 3, 2012 Share Posted December 3, 2012 I have been waiting for 10 days with no update on a ticket. I don't want to complain because I am afraid it will hurt future support, but this is killing my business. Well, I raised a ticket at 16:31 GMT today and received a reply with a resolution at 16:32 GMT. I reckon you are going to have to go some to beat that as a response time!! As a couple of staff members have requested above, just supply the ticket number. 0 Quote Link to comment Share on other sites More sharing options...
alinford Posted December 3, 2012 Share Posted December 3, 2012 Liam, it has now been 14 days. Here is the original ticket #845667 I have put in a new ticket every couple days referring to that ticket, but they just keep getting merged. 0 Quote Link to comment Share on other sites More sharing options...
WHMCU+0053 Development Posted December 3, 2012 Share Posted December 3, 2012 I've found the support staff to be really responsive as of late, which a couple of years ago couldn't be said! 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted December 6, 2012 WHMCS Support Manager Share Posted December 6, 2012 Hi, My apologies for the delay to your custom development ticket. I have asked a developer to provide an update. 0 Quote Link to comment Share on other sites More sharing options...
EZi Posted December 6, 2012 Author Share Posted December 6, 2012 Hi John, Thank you for your reply. Calling it a custom development ticket is stretching it a bit. It is in fact an error in the code that makes the transfer in of .au domain untenable when using ResellerClub. Saying this, I'm excited that the issue is now being looked at as we like to persevere with WHMCS as it offers great functionalities and good value for money. 0 Quote Link to comment Share on other sites More sharing options...
alinford Posted December 8, 2012 Share Posted December 8, 2012 It has now been 20 days since I submitted a ticket with no response. Ezi, I think that John is referring to me with the custom development remark, but that is not really the story. Matt did some custom development for me a year ago, and it worked well. The most recent upgrade was a little involved, so I paid WHMCS to do it for me, as the development that Matt had done needed to be added back into the encrypted files. Well, the upgrade broke things. I have 15K clients, and among other things, cannot autorenew or manually capture credit card charges. This is absolutely killing my business. 0 Quote Link to comment Share on other sites More sharing options...
Bubka3 Posted December 8, 2012 Share Posted December 8, 2012 Matt did some custom development for me a year ago, and it worked well. The most recent upgrade was a little involved, so I paid WHMCS to do it for me, as the development that Matt had done needed to be added back into the encrypted files. Well, the upgrade broke things. I have 15K clients, and among other things, cannot autorenew or manually capture credit card charges. This is absolutely killing my business. I hate to be harsh, but what happened to running a dev/staging area to test all updates? This is something that you should have taken up with them before upgrading your live installation... 0 Quote Link to comment Share on other sites More sharing options...
alinford Posted December 8, 2012 Share Posted December 8, 2012 I hate to be harsh, but what happened to running a dev/staging area to test all updates? This is something that you should have taken up with them before upgrading your live installation...Thanks for that, but what does that have to do with going 20 days with no response on a ticket? 0 Quote Link to comment Share on other sites More sharing options...
Bubka3 Posted December 9, 2012 Share Posted December 9, 2012 The 20 days wouldn't matter in terms of killing your business if you didn't update your live install. Whether, it's reasonable or w/e is another story. 0 Quote Link to comment Share on other sites More sharing options...
alinford Posted December 9, 2012 Share Posted December 9, 2012 Now at 21 days. 0 Quote Link to comment Share on other sites More sharing options...
alinford Posted December 18, 2012 Share Posted December 18, 2012 Now at 29 days 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Chris Posted December 18, 2012 Share Posted December 18, 2012 Hello, Custom Development requests do take longer than standard support tickets. I've updated the developer to your request I do apologize for the inconvenience. 0 Quote Link to comment Share on other sites More sharing options...
EZi Posted December 18, 2012 Author Share Posted December 18, 2012 I think the point of all this is simply to communicate progress on a regular periodic basic. No news is not good news. If we keep each other updated then frustration and anxiety will dissipate dramatically. At least, this is our support department's philosophy. A quick "still working on your issue" every couple of days does wonders... 0 Quote Link to comment Share on other sites More sharing options...
alinford Posted December 24, 2012 Share Posted December 24, 2012 33 days with no response. Chris, that is not even close to telling the whole story. I put in a support request over a month ago and have received NO response other than "I will check on it". This is not about custom development. This is about custom development that WHMCS did, that was broken by an update that WHMCS installed themselves. Every few days, I put in another ticket, because I have not received a response. The latest response from Carl was that I should refrain from putting in any more tickets. 0 Quote Link to comment Share on other sites More sharing options...
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