Chris74 Posted July 3, 2013 Share Posted July 3, 2013 (edited) WHMCS have many UK customers and I'm sure lots of them are Nominet tag holders. I'm pretty sure I'm not alone in feeling quite anxious that the old schemas are being removed on Monday and WHMCS is yet to produce an update. In my opinion, an important update like this needs to be released at least two weeks before the deadline, so that everyone can fit these changes in around their busy schedules and have time to resolve any technical problems. So my first complaint is about WHMCS leaving this until the last minute - but more importantly for me, the issue is about communication. I think there are two possible reasons this update is being released so late. Either they've had some technical issues to overcome with the new module, or they have completely finished the new module and they are actually trying to go for a 5.3 release before the weekend, which will include the new Nominet module. Either of those reasons would be information we would all be happy to receive. As it stands, we have no idea, because WHMCS is so tight lipped. This really does them no favours. Customers ask for info, they want to know whats going on - surely some small bits of info would keep everyone happy. Instead, we all end up worried and logging tickets, which just wastes everyone's time. I've worked in I.T Support for 20 years. I know that customers respect honesty and they hate being fobbed off with excuses, or even worse, ignored. Unfortunately WHMCS tend to use both of those tactics instead of communicating in an open and honest way. The shortest route to a happy customer, is simply to tell them the truth. All I really want to hear is something like this... "We would like to reassure our users of the Nominet module that the EPP Schema changes have been completed and we are just waiting for final testing to complete. This module should be released before the weekend and we would like to thank our customers for their patience. Sometimes these changes take longer than expected and we apologize for the delay." etc etc Or... "We are on track for the release of WHMCS 5.3 within the next few days, included among other things are the long awaited changes to the Nominet EPP schemas and updates to blah and blah etc etc. But when I go to their blog page I just see security advisory's and adverts for 2Checkout accounts. No other communication. They must know that many of us are concerned about this - it's really unthinkable to leave something so late and simply not say anything. I'm sure some will argue that WHMCS have stated that the module will be released before the 9th. Is that really good enough? Don't they know it's nearly the weekend? It's the same when I raise a support ticket. I was told a couple of weeks ago the the new module will "hopefully" be released before the 9th. This being only two working days away, I logged a ticket today, firmly voicing my concerns and was told quite bluntly that... "The module will be complete as you have previously been advised". While it's nice to know that the module will be released before Monday, it would be nice to know if it is going to be a standalone module, or part of a new 5.3 release - surely they must know? It would be good to get an idea of how much work we need do and when. Do I need to put my weekend aside? Also what about a bit of general politeness? How about something like this... "We understand your concerns and appreciate your patience. The module release has been delayed due to xyz and we want to make sure it is fully tested before it hits production. Please let me assure you... etc" That's what I try and do every day - communicate as effectively as I can with my customers. WHMCS really let themselves down in this area. The thing is, it really doesn't take any extra effort. WHMCS morale seems to be low - its like they see their customers as simply a nuisance. If you complain and you have a good right to complain, you get hit with a dismissive response. That is not the way to deal with customers effectively. If I complain then it is because I have good reason to. You can diffuse my anxiety by giving me an explanation for the delay and reassuring me that it will be sorted on time. Basic customer service. Would it really be so difficult for them to give out some small snippets of info just to keep people happy? No, I don't think so. Does it really hurt so much to reassure a customer and be open and honest with them? No - so why have they handled this so badly? Is it a case that they are embarrassed for leaving it so late - or is it arrogance? "Customers will get the info when we are ready" Or is it simply that they don't care about the businesses that rely on their software? I don't get it. I also don't have time to trawl through this forum to get answers to things like that. Sometimes you find that a WHMCS staff member has given out a bit of info somewhere on the forum. Why don't they put it on their blog, or send an email out? Why should I have to rely on second hand info? I think it is clear that WHMCS would very much benefit from having someone in charge of customer commuinication that understands customers. My guess is that there is no such role in this company and we are at the mercy of inexperienced tech's and socially inept developers, who have no idea what it's like to run a hosting business and so cannot empathize, or communicate effectively with their customers. They may be great at their technical jobs, I'm certainly happy with this product on the whole, but they really need to learn some lessons in how to communicate with their customers. Edited July 3, 2013 by Chris74 0 Quote Link to comment Share on other sites More sharing options...
lance Posted July 3, 2013 Share Posted July 3, 2013 Chris74, have a look at http://forum.whmcs.com/showthread.php?74146-WHMCS-Private-Beta-Testing-Request&p=322923#post322923 It would though be nice to be updated as you say.... alot of us are on tender hooks at the moment regarding this 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Chris Posted July 3, 2013 Share Posted July 3, 2013 Hello Chris, I answer your questions in this post: http://forum.whmcs.com/showthread.php?74995-nominet-module-concerns&p=323419#post323419 0 Quote Link to comment Share on other sites More sharing options...
lance Posted July 3, 2013 Share Posted July 3, 2013 WHMCS Chris, the post you refer to though does not give much info.... it says it will happen... but when? when will this be available? the cut off is in 3 days time for us.... users are concerned as alot of recent releases have been bugged or do not work and need redoing.... people need more feedback tham it will be made available. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Chris Posted July 4, 2013 Share Posted July 4, 2013 WHMCS Chris, the post you refer to though does not give much info.... it says it will happen... but when? when will this be available? the cut off is in 3 days time for us.... users are concerned as alot of recent releases have been bugged or do not work and need redoing.... people need more feedback tham it will be made available. The updated module goes into testing and code review tomorrow. Leaving 5 days until the 9th. 0 Quote Link to comment Share on other sites More sharing options...
lance Posted July 4, 2013 Share Posted July 4, 2013 WHMCS Chris, thanks for that update with specifics.... I am sure that what we have been wanting to hear despite numerous threads on this one subject,........ hopefully this can put mine and other users minds at rest a little.... thanks 0 Quote Link to comment Share on other sites More sharing options...
openmind Posted July 4, 2013 Share Posted July 4, 2013 Chris74 - A very well thought out post. WHMCS - Why do you guys always leave this until the very last minute? This has happened before... 0 Quote Link to comment Share on other sites More sharing options...
Chris74 Posted July 4, 2013 Author Share Posted July 4, 2013 The updated module goes into testing and code review tomorrow. Leaving 5 days until the 9th. In my original post, I incorrectly stated that there are two working days before the old schemas are removed. This is because I though that the 9th was Monday, when it is actually Tuesday. You've made a similar mistake in your comment above there Chris. Firstly, in order to implement these changes before the schemas are removed, they will have to be done on Monday (the 8th). If the module goes into testing and review today and is released tomorrow, that leaves just part of Friday and all of Monday for most companies to install and test the new module. So that is realistically only two days for all of us. If you release the module on Monday, it gives us only part of one day to make the changes. Personally, I think that is inexcusable, but if you'd have handled this properly in terms of sending out information and reassurance to customers, it would not have been so bad. You seem to have a culture in your company that treats customers like a divorced spouse - you will talk to them if you absolutely have to, but you don't really want anything to do with them otherwise. I would feel more loyal to WHMCS if the overall customer experience was better. For example, if you took the time to properly read my support tickets instead of answering as quickly as possible and missing half of what I asked. I'd feel loyal to this product if WHMCS put out regular, friendly communications about the progress of their development and it would go a long way for them to simply be polite and understanding and try to see things from the point of view of the customer, rather than treating their customers as an inconvenience. In a situation where you've left something right until the last minute and your customers are getting nervous, all you have to do is produce an announcement, or series of announcements explaining a little about the delay and simply reassuring customers in a friendly way that the issue will be resolved. It doesn't hurt to apologise about delays. Perhaps you think that apologising is admitting some sort of failure? Far from it. Customers understand that you are only human, but when you refuse to admit or accept that you've caused your customers stress and you react insensitively when they bark at you because of that, you just make the situation worse. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted July 5, 2013 WHMCS Support Manager Share Posted July 5, 2013 Hi, For those following this thread, an updated Nominet registrar module has been published in time for the switch-over, as promised: http://blog.whmcs.com/?t=75526 0 Quote Link to comment Share on other sites More sharing options...
penguin Posted July 5, 2013 Share Posted July 5, 2013 Just installed this and it doesn't work property - try editing the contact details for a domain - it just returns: V142 Account WHMCS890 is not on your tag This is a prime example of just why everyone has been worried it's been left until the last minute.... 0 Quote Link to comment Share on other sites More sharing options...
lance Posted July 5, 2013 Share Posted July 5, 2013 I have tried a nameserver change and that worked fine :- Nameserver Change Successful The requested nameserver changes were accepted by the registrar tried updating contact details :- Modify Domain Contact Details Registrar Nominet Registrar Error V142 Account WHMCS475 is not on your tag Same error as penguin.... unless its a welsh thing ... lol 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted July 5, 2013 WHMCS CEO Share Posted July 5, 2013 We're checking into this now. One of the changes Nominet has introduced in the new API is a new method of handling domain whois info, based on a system of contacts, and it sounds like we're not correctly detecting those for pre-existing domains. As soon as I know more I'll post a further update. Matt 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted July 6, 2013 WHMCS CEO Share Posted July 6, 2013 I think I've tracked down the cause of this issue and have made a further update to the module. I'm attaching the updated copy here. Matt NominetAPIUpdateJuly2013.zip 0 Quote Link to comment Share on other sites More sharing options...
lance Posted July 6, 2013 Share Posted July 6, 2013 We had some registrations on the older version (yesterdays release) and the renewals and registrations worked ok, it was only the contact details that would not update from what I saw... Added these new files that matt has placed in the above post and we updated existing accounts ok 0 Quote Link to comment Share on other sites More sharing options...
penguin Posted July 6, 2013 Share Posted July 6, 2013 That appears to have resolved the contacts issue and the rest of the functionality is on (nameserver updates, etc), many thanks. I'll see how it goes with some normal operations for registrations, etc and report back if there are any issues. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted July 6, 2013 WHMCS CEO Share Posted July 6, 2013 Thanks guys, pleased to hear that took care of the problem for you. If you run into any further problems, just let us know. Matt 0 Quote Link to comment Share on other sites More sharing options...
lance Posted July 6, 2013 Share Posted July 6, 2013 thanks to all for sorting...... 0 Quote Link to comment Share on other sites More sharing options...
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