spazio Posted April 4, 2014 Share Posted April 4, 2014 Hi, I'm having a trouble with WHMCS and find it really hard to have to wait over 12 or 18 hours every time I'm responding to the tickets to get an answer back from support. I have a paid subscription ( that is PAID ) and now been over 3 days DEAD in the water with WHMCS not working and no response from support! Here's an example: This morning at 08:00 I replied, The tech made a test around 11:17, I replied at 11:19 and now it's 16:14 and still no follow up... This is a 50+ hours old tiket I found that really ridicule and want to know if it's a normal practice here at WHMCS? Where are you based? ( Wabouch ??? ) On what time zone do you work? What are your working hours? ( 15 minutes a day? ) I'm mean I don't want to sound harsch here but how can you run a buisness like this? I know I can't and I'm really thinking of switching to another software with more support! I'm waiting for your justification on this matter! Please tell me there is a war and your building was struck by a bomb so I can tell myself that's it's not your fault. Spazio 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted April 4, 2014 Share Posted April 4, 2014 Hiya Spaz, have you got a ticket ID you can post here? I'll be happy to look into this for you and see if I can help get it moving again right away. Thanks! 0 Quote Link to comment Share on other sites More sharing options...
Damo Posted April 5, 2014 Share Posted April 5, 2014 I am curious, what days/hours is support staffed? Is it still operated from the UK? If so the time zone would be UTC+0/GMT? 0 Quote Link to comment Share on other sites More sharing options...
spazio Posted April 5, 2014 Author Share Posted April 5, 2014 Thanks Infopro There is actually two tickets open. The first is #XJW-176315 open since april 2, And the second #XFF-545321 open since april 4, It's april 5 and neither had ANY followup at all for over 20 hours ! This is incredible, I really don't have the same thinking as to customer care as WHMCS do ! I'm really reconsidering my purchase and use of whmcs! Don't get me wrong, the product is good but as for support is concerned. My experience is not soooooo gooood!!! 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted April 6, 2014 Share Posted April 6, 2014 Your tickets have been responded to already and are awaiting your response to them. 0 Quote Link to comment Share on other sites More sharing options...
DennisHermannsen Posted April 6, 2014 Share Posted April 6, 2014 Also, keep in mind that it's weekend and that you aren't the only one requesting help. 0 Quote Link to comment Share on other sites More sharing options...
Damo Posted April 6, 2014 Share Posted April 6, 2014 Infopro I've looked everywhere on whmcs.com but can't find an answer to my question. I see that whmcs is hiring support staff in Houston at the moment so does that mean that support is run from various locations now? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Jesse Posted April 7, 2014 Share Posted April 7, 2014 Hi, I'm having a trouble with WHMCS and find it really hard to have to wait over 12 or 18 hours every time I'm responding to the tickets to get an answer back from support. I have a paid subscription ( that is PAID ) and now been over 3 days DEAD in the water with WHMCS not working and no response from support! Here's an example: This morning at 08:00 I replied, The tech made a test around 11:17, I replied at 11:19 and now it's 16:14 and still no follow up... This is a 50+ hours old tiket I found that really ridicule and want to know if it's a normal practice here at WHMCS? Where are you based? ( Wabouch ??? ) On what time zone do you work? What are your working hours? ( 15 minutes a day? ) I'm mean I don't want to sound harsch here but how can you run a buisness like this? I know I can't and I'm really thinking of switching to another software with more support! I'm waiting for your justification on this matter! Please tell me there is a war and your building was struck by a bomb so I can tell myself that's it's not your fault. Spazio It does appear both tickets are pending a response from you at the moment. Our support team operates 24/7/365, however, weekends are lightly staffed and it was overloaded going into the weekend so responses took longer than usual. I apologize for the inconvenience! 0 Quote Link to comment Share on other sites More sharing options...
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