Depressed and upset with tech support.

[durangod]

I am so very upset with tech support, i guess im feeling as if WHMCS has become just like any other corp entity now. They use scripted replies for emails, when you ask for something personal as far as making things right you get some generic reply cookie cutter email in return. I am really thinking that the company as well as support has lost that "buy in" attitude with customers.

 

And im not saying that this has anything to do with cpanel partnership but it sure seems that way. In early 2011 when i got this software i had some questions and the techs seemed back then to ask alot of questions and really take an interest in what your going through. Now they just copy and paste a link to the docs and dont ask you anything as far as your particular situation. And we pay for that support. I really do feel as if they care more about how many tickets they can process in a day, they doing so with personal quality and earning our business.

 

This happens all the time, a companies support is great when they are young and starving for business but once they go big time and get in with the big boys in the industry they become distant, inpersonal automated robots instead of personal contacts for help.

 

It so reminds me of the horrible support i got from HP several times. The passiveness, the total lack of real interest in how what they do effects us and our bottom line.

 

This all came about due to this whole issue with the so called requirement regarding shell_exec enabling. In which i will share with you my text reply to them and their reply from managent back to me. But before i do that let me go over what i ask for so its clear.

 

I ask for a personal apology from Matt - i didnt get that.

I ask for them to give me a reason that i should pay for support - i didnt get that.

I ask for them to do something or say something to earn my business - they didnt do that.

And worst of all they closed the ticket after replying with their cookie cutter reply - which i took as closing the door in my face.

 

The number one thing you companies need to understand and teach your reps is that when a customer is upset and asks you to do something, you need to make that effort or explain why you cant make that effort. When im talking to tech support from any company and i ask to speak to a manager "i expect to talk to a manager" and that means that i am done talking to your rep. I dont want to hear excuses and i dont want to hear "well the manager is going to tell you the same thing". The next voice on the phone better be a manager or im going to get irate. You big companies make tons and tons of money off us and yet you sit there and treat us as if we as individual costumers mean nothing to your company. And im not just talking about WHMCS im talking about most large companies. All that training you say you do in training your reps is worthless if they are unable to connect with us other than on a digital level.

 

Anyway, here is my letter to tech support on ticket #638920 and then after that i will share their reply back.

 

OK a couple of things, first as far as i know your latest version is 5.13 and it says i have 5.13 in my admin panel and yet the dbconnect file you gave me which should work on 5.13 locked up my admin panel. So i went back to the older file. So that is strike 1.

 

Strike 2:

As you may have gathered right now i am NOT a happy camper, why you ask. Because both myself and my host were sent on a wild goose chase by your tech regarding this shell_exec requirement in order to show the load and uptime on the CLIENT SIDE. Which i now know was just a bunch of bull from your tech support. The fact of the matter is that we dont need shell_exec to get those values of load and uptime, thats the truth. So why was i told right from the beginning that i had to have them, and that it was required.

 

I will tell you why, because in my opinion your tech support staff is more interested in quantity of tickets handled the quality and this has been the case ever since you all became a part of cPanel. Ever since then you seem to have been more worried about pleasing everyone else but your customers the very people that got you where you are today in my opinion.

 

With that said lets talk about facts here, first of all your misinformation cost me 3 days that i could have been productive doing somethng else, second it also cost my host over a day to do some research to try to decide if they wanted to enable exec or not.

 

I sat down and wrote and ajax and php script to allow myself to gather the data so i could get it posted in the event my host did not enable exec and i could bypass that requirement by just putting the data in session and grabbing the sesson from the tpl along with all the other reading and reading and reading i did on this issue.

 

In the process i was on the forum with a very nice gentlemen named james last night who when i told him about the file i built and why, and also shared with him your tech support staff ticket text, his reply was quite basically HORSEHOCKY! He advised me of the truth and how it works and that i dont need to have exec enabled and he uses it every day without it. So we started a converstation and he went above and beyond asking me questions and we talked, and low and behold GUESS WHAT! We found the problem.

 

Embarassing enough the problem was my fault because when i updated from 503 to 513 i did not update my custom template and i am very embarrased by that fact, i should have known better because i work with scripts every day. Once i updated my custom template with the new files the load and uptime showed perfectly. But i will tell you that if i was not so uttlerly confused and stressed out by your instructions and having to then go back and do patches after the update i may have remembed to do so. But im not blaming you entirely for that part, thats my bag.

 

What is your bag is that your tech didnt even ask any questions, they didnt dig, they knew i updated and all they did was make a copy of a link to docs or the most common solution and send that all in the attempt to just process the ticket, which if you dont know this, IS NOT TECH SUPPORT. If you want to hire monkeys with no talent and no customers service skills to simply copy and paste a link and go to the next ticket or have mindless people with no skill send people on a wild goose chase with no "buy in" or "personal attachment" to the ticket issue then that is your decision as a business, but it is also my decision to not do business with you in the future.

 

Your probably sick of reading this right now but thats just too bad. I will grant you that tech support and customer service people many times get a bad rap for no reason as i used to be one myself. But lets face it folks, you totally dropped the ball on this one. All you had to do was ask a few questions and be alittle inquisitive as james from the forum was and it would have been solved the first day within hours rather than three days.

 

So here i see my support and upgrade fees are now due on the account, tell me again why i should pay you those fees when i get better and faster support free from the forum and by people that really care about my issue and not how many threads they process.

 

I have 5 days to decide and unless you convince me otherwise then im not going to pay your worthless support fee, it is money i dont have and dont need to spend anyway as it is obvious now that i get very little for it.

 

If you need to go to management on this then do so, but i want to you earn my business right here and now. I also want an apology personally from Matt for wasting 3 days of my time on a wild goose chase.

 

And please dont reply to the fact that shell_exec can be enabled and the doc are truthfull, you and i both know its not a "requirement" and i was totally misled to think that was the case.

 

Dave

 

 

 

And here is their cookie cutter reply..

 

And this statement is just funny, because i never said anything like that.

"I can assure you not a single person in this ticket or anyone at works at WHMCS has any ill or bad intentions towards you and your company"

 

 

Hi,

Thanks for taking the time to provide your feedback, I'm please dto hear you were able to get to the bottom of the issue and that our tech support staff weren't able to identify the cause of the problem on this occasion.

 

I can assure you our aim is to provide the best-in-class technical support and on this occasion we didn't reach the high standard we set for ourselves, however I can assure you not a single person in this ticket or anyone at works at WHMCS has any ill or bad intentions towards you and your company.

 

We do sincerely apologize that we were not able to help and I wanted to make sure you know that our intentions, efforts, and responses have been an attempt to communicate and work towards the best solution. While we were not able to identify the problem here we do appreciate and want this situation to have the best outcome possible.

 

If we can be of any more assistance, please don't hesitate to get back in contact.

 

[durangod]

I paid the due support and update invoice just now. They have me over a barrel here, what am i supposed to do, commit financial suicide and toss almost a thousand bucks down the drain and crush my new business just because tech support and the company seems to have their head where the sun dont shine on some issues.

 

I think not.. Maybe in the long run things will blow over and we can mend the feelings here. I am a reasonable man, but i will tell you one thing, you all better be thankful im not rich, because the way i feel at the moment, if i was rich, i would buy the company and fire all of you!

[WHMCS Chris]

Hello,

 

I've reviewed your ticket and don't see any reference in #638920 where a request for a manager, or apology from the CEO of WHMCS was requested. However, you did speak to one of our developers and the Support Manager in that ticket. Could you please reference the ticket numbers where you did ask for this information so we can take a look and if applicable, better address those situations in the future?

 

Regards

[durangod]

Hello,

 

I've reviewed your ticket and don't see any reference in #638920 where a request for a manager, or apology from the CEO of WHMCS was requested. However, you did speak to one of our developers and the Support Manager in that ticket. Could you please reference the ticket numbers where you did ask for this information so we can take a look and if applicable, better address those situations in the future?

 

Regards

 

Hi Chris thanks for the reply, I just checked the ticket and it is all in there, the quoted text above in this post is right from the ticket itself i just checked it again in my account.

 

Technically i did not ask to specifically speak to a manager, that statement in my post above was a general statement to make a point accross the board. But as you can see below

 

I ask for a personal apology from Matt - i didnt get that.

I ask for them to give me a reason that i should pay for support - i didnt get that.

I ask for them to do something or say something to earn my business - they didnt do that.

And worst of all they closed the ticket after replying with their cookie cutter reply - which i took as closing the door in my face.

 

What makes me mad as heck is that they didnt address any of my requests, did not even make any attempt at all, it appears that they just said "oh ok problem solved close the ticket and move on, he will get over it"...

 

 

To answer your questions this is in that text near the bottom. I have bolded where it applies to your questions.

 

 

 

So here i see my support and upgrade fees are now due on the account, tell me again why i should pay you those fees when i get better and faster support free from the forum and by people that really care about my issue and not how many threads they process.

 

I have 5 days to decide and unless you convince me otherwise then im not going to pay your worthless support fee, it is money i dont have and dont need to spend anyway as it is obvious now that i get very little for it.

 

If you need to go to management on this then do so, but i want to you earn my business right here and now. I also want an apology personally from Matt for wasting 3 days of my time on a wild goose chase.

 

 

 

 

Thanks.

[Infopro]

Hi David,

 

I wanted to follow up with you on this thread, your initial problem and resulting ticket and the comments in this thread in general if I could please.

 

Hi Chris thanks for the reply, I just checked the ticket and it is all in there, the quoted text above in this post is right from the ticket itself i just checked it again in my account.

 

Technically i did not ask to specifically speak to a manager, that statement in my post above was a general statement to make a point accross the board.

 

Your "general statement" is a bit inflammatory in my opinion and needs to be corrected for the record. Correcting things here, I think you'll agree, might be a better way to go than simply removing the thread all together, as some might think the best course of action might be for a rant thread of this length and nature.

 

I would only quote your new friend, James, up front here, in regard to your comments and this entire thread:

 

"HORSEHOCKY!"

 

Let me come back to why I say that in a moment. But first...

 

But as you can see below

 

I ask for a personal apology from Matt - i didnt get that.

I ask for them to give me a reason that i should pay for support - i didnt get that.

I ask for them to do something or say something to earn my business - they didnt do that.

And worst of all they closed the ticket after replying with their cookie cutter reply - which i took as closing the door in my face.

 

I'd like to address every one of these, specifically if you don't mind:

 

1) You... wasted your Hosting Providers' and your own time for three days or more. You say so yourself, just above;

 

"Embarassing enough the problem was my fault because..."

 

So, demanding something from the CEO of this company is overkill and drama. Not getting this apology, and then coming to the forums like this and complaining more about it here in this thread, is additional, unneeded drama. Did you think these sorts of comments would bring out the big guns to assist you?

 

I can tell you from first hand experience, as I tested this myself this morning, that a fresh installation of WHMCS with no changes made to it, without enabling exec and shell_exec, that server uptime and load are displayed in client side as expected. Older versions of WHMCS relied on these, but that's no longer the case, as you, and I as of this morning, now know specifically.

 

2) Why should you pay for support?

 

In your ticket, back at the start, you were given a link to the Support Docs:

http://docs.whmcs.com/Common_Troubleshooting_Tips#Server_load.2C_uptime_and_phpinfo_always_say_Unavailable_or_00:00:00

 

Who do you think wrote all that well defined, well organized documentation? I'll tell you who to keep you from hanging on, the Support Team that you pay for support. That said, this particular document you were linked to, needs to be updated I think, as these details have changed and this system, improved upon. Do you know who will do that? The Support Team, that's who.

 

When you have a more serious issue than an out of date template, that same Professional Support will be there to assist you then, too. A rant of this magnitude over 1 sentence in the documentation consisting of many 1000's of pages is way over the top.

 

3) You want WHMCS to do something or say something to earn your business?

 

Such as what? Praise you for the nifty idea you came up with to call server status thru AJAX? I like it, if it works for you, use it! Why not?

 

Or, would it have been better if they provided a cookie cutter response such as "make sure your WHMCS installation has the latest files and templates in order for it to operate properly".

 

I think, looking at all of this today, that a response like that would have been of the most use to you here. That was not given and on behalf of WHMCS I want to apologize to you for that oversight, personally. I think the last response in the ticket was trying to convey the same thing I am here, although the choice of wording could have been more clear for you.

 

 

On a side note, the snarky posts to this thread about said wording in the last reply to your ticket, have been removed by me. Those comments have no place in this thread or on this forum. Bukka3 would be better off if he kept these sorts of comments to himself going forward. Those insulting comments are not acceptable here.

 

If you have something to say, say it, clearly, and please leave the insults and offensive comments in check. It only muddles the thread or ticket and helps no one. Worthless comments will always be ignored. Not just here, but anywhere online. Be clear, be precise, be professional and you can look foreword to the same in return from the WHMCS Support team, I would personally guarantee that.

 

WHMCS has already earned your business. You're here, and we're having this conversation. Your WHMCS installation was out of date, templates not updated, you were not aware back at the start this was the problem. You said this yourself. WHMCS Support overlooked the obvious I guess, but so did you. The system works as expected, out of the box, the specific doc they pointed you to though, is out of date.

 

Pro tip: always making sure you have the latest files and changes to your templates to troubleshoot, should be a lesson learned, not ranted about.

 

4) They closed my ticket!

 

You solved the problem by updating your installation with the latest files and templates. Problem solved. Whats not to understand there I wonder?

 

What makes me mad as heck is that they didnt address any of my requests, did not even make any attempt at all, it appears that they just said "oh ok problem solved close the ticket and move on, he will get over it"...

 

 

To answer your questions this is in that text near the bottom. I have bolded where it applies to your questions.

 

 

 

 

Thanks.

 

 

You post a comment as long as a blog post and want them to break it down and respond to each part, is that what you mean there? If yes, I'm here to help get you that, with this post.

 

Your WHMCS installation was not 100% up to date, you admit this was the problem yourself. But you kept going after mentioning that fact, 10 more paragraphs. And since they did not break it down in the next reply, that makes you "mad as heck"?

 

This makes no sense to me.

 

What would they address there exactly that was not addressed? The only thing missing is the apology for not keeping the docs 100% up to date. But, even if said docs were up to date, your server status and load wouldn't have been displayed proper anyway I don't think, your WHMCS installation was not fully updated as it should have been.

 

 

To be clear here, you had a problem, you solved it, and now you're complaining about how awful the experience was and insulting the Support Team, calling them no talent monkeys, and wondering why you can't get Matt to step out here in public to give you an apology.

 

Insulting the staff will not get you any additional attention. It will also do your Hosting Provider business no good. Not to mention the fact that you took your rant public to these forums for all to see in what I guess was an effort to embarrass the "monkeys" on the support team.

 

If anyone is owed an apology for those comments by you, it's Matt and his Support Team. Not the other way around.

 

To quote you:

 

"Your probably sick of reading this right now but thats just too bad."

 

If you're unsure of how to use the WHMCS software, or understanding how to go about extending its functionality, Matt, WHMCS and the Support Team have this forum in place for user to user assistance. And you have paid for support of course. And, that extremely well covered documentation area as well. These are your avenues of support and they all work well and as expected.

 

The ticket system is not a place for conversations about feature requests or custom scripts you think would be cool to have.

 

The forums are not the place for rants because of self inflicted issues either.

 

 

So, to again quote your new friend, James, I call "HORSEHOCKY!" on this whole thread. Chalk this all up to learning how to navigate and use WHMCS software. Lack of complete understanding, and also, ignorance by your Hosting Provider to make you stand by on hold for several days while he: "decide if they wanted to enable exec or not".

 

As I've said many times now on this forum, if you've got something to say, say it, but leave the name calling, insults and the rest of this offensive stuff in check. There is a wonderful helpful team standing by to help. But they, like you I'm sure, back when you did tech support, may just skip past long winded comments and rants that have no real bearing on the issue at hand.

 

 

On behalf of WHMCS, I want to apologize for any problems you had getting the server status to show for your clients. Why that small issue turned into a rant fest on these forums escapes me. It should not have happened.

 

If you have any more problems with the ticket system, or even my comments here, please do feel free to open a new ticket in the system and ATTN: it to Aaron Phillips. Tell him Infopro sent you.

 

If I can help you to understand any of these comments more, feel free to post back and I'll expand a bit more on all this, if I can.

[WHMCS JamesX]

I'm going to reserve my comments for the moment... My name's clearly been mentioned here several times over and well., I'm not too impressed to say the least. While I did help him and indicate to reference my posts in his ticket regarding the issue, you quoted me as having said something which I never said. Moreover, I don't appreciate the tone that comes across in how you made reference to me. As long as we're 'correcting' things here...

[Infopro]

Well, to be clear, I quoted David, who used the terms I quoted "you" as saying:

 

In the process i was on the forum with a very nice gentlemen named james last night who when i told him about the file i built and why, and also shared with him your tech support staff ticket text, his reply was quite basically HORSEHOCKY! He advised me of the truth and how it works and that i dont need to have exec enabled and he uses it every day without it.

 

Your comments have no bearing on this topic otherwise. If you have an issue with my comments, please feel free to contact me via these forums.

 

As for quoting you directly, I quoted someone named James. Not JS-James. Had you not posted here, how would I have ever known who James was, exactly?

 

My apologies for any confusion this has caused.

[WHMCS JamesX]

Your comments have no bearing on this topic otherwise.

There are some things that I could say, but haven't which would have a direct bearing on this topic. However, I'll come back to that later.

 

If you have an issue with my comments, please feel free to contact me via these forums.

 

As for quoting you directly, I quoted someone named James. Not JS-James. Had you not posted here, how would I have ever known who James was, exactly?

 

My apologies for any confusion this has caused.

Why would I PM you about references which you've publicly made to me? My names all through this thread. Anybody that has some semblance of common sense can quite easily view his profile to see his recent threads and see who this "James" is.

 

You can try to CYA all you like, but the undertones were clear and I don't think that a simple apology from you would be an outlandish expectation. Staff or not, admit you were wrong in the way that you referred to me, apologize, and be done with it. I said nothing that wasn't fact within the thread where I'd given him the support regarding this particular issue with his status not working properly. Just because you "didn't know" that the James was me specifically doesn't make your comments any less inappropriate; especially, coming from a staff member.

 

I really don't give a damn what feelings you (WHMCS) and him have toward each other; that's your guys problems. However, I don't like how some negative things have been directed toward me for helping the guy out.

 

 

Now, getting back to the technical issue at hand though. I'd actually made it known to the staff in a support ticket some years back that the exec family of functions weren't strictly a requirement. While they may have been in v1.0.0 of WHMCS, they haven't been for years now. Even assuming that it were still a dead-set requirement, the fact that it worked in his admin but not client area is a very clear indicator that that wouldn't be the root cause and/or even an issue... If it were, it wouldn't work in either the admin-side or the client-side.

 

The bottom line is this, when an end-user (me in this case) knows more about the software than the people supporting it, that should be a red flag indicating that some retraining may be required. You yourself say you only just today became aware of this, but I can confirm that it's been this way for years now.

 

I've always been of the opinion that WHMCS is far superior to any other and is the best in its class; otherwise, I'd use something else. But, I will admit that I've been less than impressed with the responses of the support staff myself as of late.

 

I'm guessing that you're going to infract me for my reply here, but you and him have both made some references to me and I'm not too appreciative of them. Do with that as you will...

Edited January 14, 2013 by WHMCS JamesX

[durangod]

I'm going to reserve my comments for the moment... My name's clearly been mentioned here several times over and well., I'm not too impressed to say the least. While I did help him and indicate to reference my posts in his ticket regarding the issue, you quoted me as having said something which I never said. Moreover, I don't appreciate the tone that comes across in how you made reference to me. As long as we're 'correcting' things here...

 

James of course my apology to you, they are now making a mountain out of a mole hill and saying things i did not say because i told them what i thought and they did not like it. I never quoted you as saying the word HORSEHOCKEY i indicated that was the overall tone of the conversation. Which it was and you went above and beyond where they chose not do anything or even try.

 

So if they want to nitpick my text to death and read between the lines that is there bag. I am eternally grateful james for your help james and quite shocked and amazed that i feel i am now being attacked.

 

I believe this section of the forum reads for good or bad. I had a bad experiece and i stated as such. I never knew the gestapo would arrive to criticize me on every word i used and regulate my honest post.

 

The funny thing is that chris had this well in hand and i appreciated his reply, and then this clown comes on here and I dont see WHMCS on this guys inforpro who thinks he works for WHMCS but obviously does not cause he prob cant hack it. And with only 77 posts to his name and he thinks because i suppose he is a moderator which im guessing because he did not even introduce himself so i have no clue who this clown is, yes i said clown, and you can quote me on that.

 

Infopro one of two things here, first your too much on a power trip to understand that Chris had this well in hand and you just had to jump in where you were not needed and you just made the matter worse by your comments, do you really think Inforpro that i give a rats ass what you think, i dont. If you dont have WHMCS by your name and you are not employed by WHMCS then i dont want to talk to you. And how dare you lecture me like im your 10yo kid on what the purpose of the forum and the purpose of the ticket system is, im not your kid and again you just stuck your nose in where it was not required and everything was being handled very well by Chris without your input. So i think you need to back off and leave the alone and go extend your power trip to some other part of your life.

 

Quite honestly Infopro there were some good things you said that i agree with but again, i could care less about an apology from you as you are not employed by WHMCS and i could care less what you think.

 

Now with that said quote me if you will, edit the heck out of this if you must, but crawel back in that little dark hole of yours in your mothers basement and leave me alone.

 

Chris or a member of WHMCS will handle this not you..

 

And in case you dont get why im upset in the first place let me lay this out for you. I am upset because when i posted my ajax idea in tech support all they said was "that needs to go over to the feature section" When i posted it here in the forum james was like, why are you doing that, whats your problem your having. WHICH IS EXACTLY WHAT TECH SUPPORT SHOULD HAVE ASKED! but did not. If they had this would have been solved by them. And i agree when someone on the forum a user knows more about the software than tech support, thats an issue. And dont even talk to me about the documentation i could go on for weeks about how that is a huge pile of rubbel. I got WHMCS because it was suppose to be the best, that is still up for debate IMO...

Edited January 14, 2013 by durangod

[MemoryX2]

Honestly, I've had decent support out of the tech staff. Nothing to write home about or anything, but it has been usually decent.

 

Now if all the staff could be as good as Chris, now that would be spectacular!

 

Infopro, while you mentioned the docs, they are maintained by the tech support team. However, they leave a lot to be desired. For almost every topic, their is a significant lack of information.

 

I personally like WHMCS, but these are facts. Things may change in the future but for today this is true.

[Infopro]

There are some things that I could say, but haven't which would have a direct bearing on this topic. However, I'll come back to that later.

 

Why would I PM you about references which you've publicly made to me? My names all through this thread. Anybody that has some semblance of common sense can quite easily view his profile to see his recent threads and see who this "James" is.

 

You can try to CYA all you like, but the undertones were clear and I don't think that a simple apology from you would be an outlandish expectation. Staff or not, admit you were wrong in the way that you referred to me, apologize, and be done with it. I said nothing that wasn't fact within the thread where I'd given him the support regarding this particular issue with his status not working properly. Just because you "didn't know" that the James was me specifically doesn't make your comments any less inappropriate; especially, coming from a staff member.

 

I really don't give a damn what feelings you (WHMCS) and him have toward each other; that's your guys problems. However, I don't like how some negative things have been directed toward me for helping the guy out.

 

 

I had no clue who you were, there are other users on this forum named James, my Father and Brother are also James. I fail to see the point in your outrage. All you needed to do was stay out of this topic and "your name" would not have been associated with this thread whatsoever.

 

Now, getting back to the technical issue at hand though. I'd actually made it known to the staff in a support ticket some years back that the exec family of functions weren't strictly a requirement. While they may have been in v1.0.0 of WHMCS, they haven't been for years now. Even assuming that it were still a dead-set requirement, the fact that it worked in his admin but not client area is a very clear indicator that that wouldn't be the root cause and/or even an issue... If it were, it wouldn't work in either the admin-side or the client-side.

 

The bottom line is this, when an end-user (me in this case) knows more about the software than the people supporting it, that should be a red flag indicating that some retraining may be required. You yourself say you only just today became aware of this, but I can confirm that it's been this way for years now.

 

I don't directly support WHMCS other than to moderate these forums. I am not the helpful Technical Support Staff that I spoke of in my previous post. I am the forum moderator.

 

I've always been of the opinion that WHMCS is far superior to any other and is the best in its class; otherwise, I'd use something else. But, I will admit that I've been less than impressed with the responses of the support staff myself as of late.

 

I'm guessing that you're going to infract me for my reply here, but you and him have both made some references to me and I'm not too appreciative of them. Do with that as you will...

 

I don't give infractions, I leave that up to Staff who don't have the time to be addressing outrageous comments on these forums. I'll warn any user that's carrying on over the top and then I'll ban that user. Period.

 

I have made zero references to JS-James in my previous post.

 

 

You helped him out, he got things going and then came to the forums and started this thread.

 

Thank you for helping out a fellow WHMCS user. Well done. Your support has got him to where he wants to be.

[Infopro]

James of course my apology to you, they are now making a mountain out of a mole hill and saying things i did not say because i told them what i thought and they did not like it. I never quoted you as saying the word HORSEHOCKEY i indicated that was the overall tone of the conversation. Which it was and you went above and beyond where they chose not do anything or even try.

 

So if they want to nitpick my text to death and read between the lines that is there bag. I am eternally grateful james for your help james and quite shocked and amazed that i feel i am now being attacked.

 

I believe this section of the forum reads for good or bad. I had a bad experiece and i stated as such. I never knew the gestapo would arrive to criticize me on every word i used and regulate my honest post.

 

 

You called my fellow team members "no talent monkeys" and that brings me to your front door. I'm not nitpicking, I'm telling you straight up, this sort of commenting on these forums is not acceptable and will not be tolerated by anyone. Period.

 

The funny thing is that chris had this well in hand and i appreciated his reply, and then this clown comes on here and I dont see WHMCS on this guys inforpro who thinks he works for WHMCS but obviously does not cause he prob cant hack it. And with only 77 posts to his name and he thinks because i suppose he is a moderator which im guessing because he did not even introduce himself so i have no clue who this clown is, yes i said clown, and you can quote me on that.

 

 

Thanks, I will. I'm also going to warn you one last time and then I'm done here. If you call anyone on this forum any names again, I will remove you from this forum. Me aside, you can call me what ever you like.

 

My name is Chuck, my nickname on these forums is Infopro and I posted my introduction here:

WHMCS - Support Team Enhancements - WHMCS Forums

If post count matters to you, it doesn't to me, I have more posts than any active users on the cPanel forums out of over 140,000 users.

Infopro one of two things here, first your too much on a power trip to understand that Chris had this well in hand and you just had to jump in where you were not needed and you just made the matter worse by your comments, do you really think Inforpro that i give a rats ass what you think, i dont. If you dont have WHMCS by your name and you are not employed by WHMCS then i dont want to talk to you. And how dare you lecture me like im your 10yo kid on what the purpose of the forum and the purpose of the ticket system is, im not your kid and again you just stuck your nose in where it was not required and everything was being handled very well by Chris without your input. So i think you need to back off and leave the alone and go extend your power trip to some other part of your life.

 

Actually, there are only 4 WHMCS staff that have a WHMCS beside their names, that I added. You will never see it beside mine though. http://forum.whmcs.com/showgroups.php

 

Quite honestly Infopro there were some good things you said that i agree with but again, i could care less about an apology from you as you are not employed by WHMCS and i could care less what you think.

 

Now with that said quote me if you will, edit the heck out of this if you must, but crawel back in that little dark hole of yours in your mothers basement and leave me alone.

 

You'll get no apologies from me. But you do have my full attention.

 

Chris or a member of WHMCS will handle this not you..

 

If you continue to be so offensive, Chris, nor anyone else at WHMCS will be able to help you. Trust me here on this and take my warning seriously.

 

And in case you dont get why im upset in the first place let me lay this out for you. I am upset because when i posted my ajax idea in tech support all they said was "that needs to go over to the feature section"

 

That's how Features are handled. Good ideas are not discussed in the ticket system, in a ticket having to do with you not having your WHMCS installation up to date.

 

When i posted it here in the forum james was like, why are you doing that, whats your problem your having. WHICH IS EXACTLY WHAT TECH SUPPORT SHOULD HAVE ASKED! but did not. If they had this would have been solved by them. And i agree when someone on the forum a user knows more about the software than tech support, thats an issue. And dont even talk to me about the documentation i could go on for weeks about how that is a huge pile of rubbel. I got WHMCS because it was suppose to be the best, that is still up for debate IMO...

 

The debate was long ago settled, WHMCS is the best. I haven't been here long enough to be biased on this point, it is what it is.

 

 

As a former support staff user as you state you were, you should understand quite clearly where I'm coming from here by now. If you don't, carry on as usual and I'll help you to see the light.

 

I won't be closing this thread to end your comments, I won't be turning my back on this topic, nor the users who have posted here. I will also not overlook any more disruptions on this forum similar to your long winded offensive post that started this thread.

 

Talk all you like, "good or bad" but leave the offensive comments at the door. Or, yes, I will slam it shut on you. I am prepared to do that now, seeing as you are continuing to call people (me in this case) offensive names but I want to give you the chance to correct course and get on with things. New things, new ideas and new topics.

 

But, the warning still stands. I am the one who enforces this. And I must do my job. Whether you like me or not.

 

Your move.

[durangod]

First of all Infopro i never called anyone a no talent monkey.

 

Here is what you said..

 

You called my fellow team members "no talent monkeys" and that brings me to your front door. I'm not nitpicking, I'm telling you straight up, this sort of commenting on these forums is not acceptable and will not be tolerated by anyone. Period.

 

And here is my quote from my text

 

 

If you want to hire monkeys with no talent and no customers service skills to simply copy and paste a link and go to the next ticket or have mindless people with no skill send people on a wild goose chase with no "buy in" or "personal attachment" to the ticket issue then that is your decision as a business,

 

What that means if you can stop reading between the lines and making it something that it is not, is that if the company chooses to hire unqualified people to just post links that is their business, it does not mean that i am calling anyone unqualified. And to even simplify it further for you, it means it is the companies business to do what they want. No where did i call anyone a monkey, i was just stating that if the company chooses to do something it is there decision. Now if you see that as me calling someone a name then i suggest you look at your own demons in your own closet.

 

 

As a former support staff user as you state you were, you should understand quite clearly where I'm coming from here by now. If you don't, carry on as usual and I'll help you to see the light.

 

 

I take that as a personal threat and i certainly wont stand for it, if you ever threaten me again, i will contact corp. office and you will be the one that is no longer on the forum.

 

I have every right to say support is not what it should be. And if i choose to use the words "support sucks" in many areas then that is how i see it, and in case you have not noticed im not the only one who thinks so. That does not mean that the poeple suck, it means that the process sucks.

 

I am here to talk about real issues on a real level because it effects my business, i am not here to abuse anyone, but if you jump in my face then i will jump back, thats just the way i am. Otherwise i am a very polite and nice guy, very low key.

 

Let me explain something to do you as to why i get so upset sometimes. I have written several large scripts myself that are on the market. One in particular which is the most feature packed and was the most difficult to code took me just over a year to finish on my spare time. When i was done with it i had to only do one update, a customer had an issue and i found that i had escaped a text input multiple times which caused the output with extra slashes. That was the only update i ever had to do and still to this day no other issues, none. So when i have to invest over $1000 to get going on this deal with all the extras and pay for support, it agrevates me to no end that here they have a huge staff of techs and they can afford to do it right, but then there are so many issues after a release and its issues that should have been tested, simple things, and then i ask for help and i am sent a link to the docs which are wrong, and i am told by support that something is "required" and then after three days of fussing with this i find out it is not, and then and only then is when i started looking that it might be another issue is when i found my mistake. If tech support would not have sent me on a wild goose chase then i could have found my mistake must faster and saved all that time and frustration.

 

And then you remove a lagit post by Bukka3 that was not offensive and he was exactly correct it was silly. I dont agree with everything he says on here but he had the right to make his comment wether you agree with it or not. It was not offensive in language and it was not abusive to anyone, it was his opinion and i dont feel you had any right to remove it.

 

You also removed my post when i made reference to the error in the form text which again was a perfectly lagit post and yet you removed it.

 

I really think you need to remember this is not "YOUR" forum, it is the forum for WHMCS. Your personal preference, likes and dislikes have no play here, or they should not... You copy and paste parts of my text to make your point but you only use the part of the text that makes your point and you dont include the whole text, so you are taking it out of context.

 

I hope that explains why i got so upset.

Edited January 15, 2013 by durangod

[durangod]

Honestly, I've had decent support out of the tech staff. Nothing to write home about or anything, but it has been usually decent.

 

Now if all the staff could be as good as Chris, now that would be spectacular!

 

Infopro, while you mentioned the docs, they are maintained by the tech support team. However, they leave a lot to be desired. For almost every topic, their is a significant lack of information.

 

I personally like WHMCS, but these are facts. Things may change in the future but for today this is true.

 

Very well put and i agree Chris is awesome and others should strive to achieve his level of understanding, patience, customer service skills and knowledge IMO..

[Infopro]

...

I really think you need to remember this is not "YOUR" forum, it is the forum for WHMCS. Your personal preference, likes and dislikes have no play here, or they should not... You copy and paste parts of my text to make your point but you only use the part of the text that makes your point and you dont include the whole text, so you are taking it out of context.

 

I hope that explains why i got so upset.

 

I copy/pasted none of your words, I broke up your long posts, intact, into separate pieces and responded to them each.

 

As for this forum, I am not only the forum moderator, I'm also the Administrator.

 

 

David, this ends here sir. The topic has been read, commented on and is now a dead horse.

 

 

As I stated in my original comments to you, just above in case you missed it:

 

....

 

If you have any more problems with the ticket system, or even my comments here, please do feel free to open a new ticket in the system and ATTN: it to Aaron Phillips. Tell him Infopro sent you.

 

....

 

 

Is there anything else I can do for you today or are we through here?

 

 

Thanks.

[durangod]

Done, i was hoping this would eventually lead to something positive comming from this, but i guess seems everyone appears to be happy with "it is what it is" and referring to trying to make things better as " The topic has been read, commented on and is now a dead horse".

 

Chris has kindly replied to me in private and i am very happy with is reply.

 

One last thing and then i am done with this. Just be be clear here.

 

Very well put and i agree Chris is awesome and others should strive to achieve his level of understanding, patience, customer service skills and knowledge IMO..

 

I was not excluding myself from that statement, it applies to me as well.

 

Ok done..