mblfone Posted July 1, 2014 Share Posted July 1, 2014 Hello, We are getting not happy customers when we are adding new services, adding prorated services. Bills are being generated when they shouldn't and some services are not getting billed when they should. I have had several tickets open with WHMCS to resolve this, but due to the non-intuitive nature of some of these functions, we are needing telephone support, which WHMCS won't provide. Is anyone aware of a third party vendor who offers paid telephone support? I need to get resolution to this quickly. Thanks! Scott 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Ryan Posted July 1, 2014 Share Posted July 1, 2014 Hello mblfone, Can you please provide your ticket IDs. I will review them and see if I cannot get an update for you on the situation. --Thanks 0 Quote Link to comment Share on other sites More sharing options...
mblfone Posted July 7, 2014 Author Share Posted July 7, 2014 Sure, I just submitted another one tonight. They are: FMN-857574 NLJ-790049 KRD-80464 BXJ-400884 YYR-467129 RGM-207317 OJI-743847 Scott 0 Quote Link to comment Share on other sites More sharing options...
SeanP Posted July 7, 2014 Share Posted July 7, 2014 7 tickets? WOW! I hope those aren't all for the same issue. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted July 7, 2014 WHMCS Support Manager Share Posted July 7, 2014 Hi, All your tickets are currently in answered status or closed (including FMN-857574 which I answered today). If you have any follow-ups, please post them in the ticket and we'll be continue to answer any and all your questions until everything is clarified for you. 0 Quote Link to comment Share on other sites More sharing options...
mblfone Posted July 8, 2014 Author Share Posted July 8, 2014 John, The issue is that we have had so many problems with WHMCS that an accomplished computer geek such as myself cannot figure out the logic behind several of the features that we require to perform our billing. These things are: Next Due Date Adjusting a clients balance Prorata Billing I have looked over the documentation, watched the videos, searched the forums and we still find ourselves fixing 70% of the invoices when we add them to service and in some cases we are fixing things done months ago. Email support is simply not working. Again, my question: Would someone please suggest a third party vendor who provides telephone support, a service which WHMCS will not provide. It will save me over the long term if I invest in a couple of hours of paid telephone support now. SiteOX, this is not one issue, but several issues with which we are fighting. Regards! Scott 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted July 8, 2014 Share Posted July 8, 2014 I'd be interested to know how a phone call could be more valuable than proper documentation, or at least, proper assistance via email that you could refer back to over and over again until the steps you require are understood/working properly. Those 7 tickets are from over the course of a year and cover various issues, not all related. You've got 3 posts on this forum, all in this one thread. You never came here to ask this wealth of information called the WHMCS Community Forums, anything. I don't have any details to somewhere with phone support for you to spend more money on, but I do know that there are some very smart people in WHMCS Technical Support, and on these forums willing to help. If you're not getting satisfaction via tickets, open a thread or two on these forums and spell out what you need WHMCS to do for you. I think you'll find these folks quite accommodating. 0 Quote Link to comment Share on other sites More sharing options...
Alex - Arvixe Posted July 8, 2014 Share Posted July 8, 2014 Again, my question: Would someone please suggest a third party vendor who provides telephone support, a service which WHMCS will not provide. It will save me over the long term if I invest in a couple of hours of paid telephone support now. I have not come across any 3rd party offering such a service so not sure you will find one. Really though, doing it over tickets / email enables techs to properly troubleshoot things and provide you with much more detailed responses which you can always refer to. Next Due Date Adjusting a clients balance Prorata Billing What issues are you experiencing with the above? 0 Quote Link to comment Share on other sites More sharing options...
mblfone Posted July 9, 2014 Author Share Posted July 9, 2014 Alex, Thanks for the response. I understand the need for having a detailed, documented procedure for answering support issues as they arise, however, either the interface is not intuitive enough for our staff or we are just not getting it. The problem arises when we set up a service for a customer. Initially, we bill for internet service on the first invoice. Many times, however we need to port a phone number over to our telephone switch and will need to prorate the charges. This is when things get tricky. We need to match the recurring invoice date (Next Due Date) so that future recurring invoices will bill together. This doesn't work because the Next Due Date is not matching or the payment method is online gateway. Then the prorated invoice shows a date period which is not correct (they found a but), it is a month versus the prorated period for which we are trying to bill. Then, the system doesn't seem to work utilizing double entry accounting procedures as when a credit is deleted, the customer's balance won't update. The credit needs to be removed (a different procedure). Also, if a customer underpays an invoice the invoice shows paid even though a balance still exists on the invoice. We are constantly having to audit this against our accounting system to confirm balances are the same in both systems. So, given the complexity of these issues, we are finding many invoices/accounts which need to be fixed every month. The last issue occurred when WHMCS disconnected a customer in our Radius server due to a problem with the Next Due Date on the service. Other problems occur when a customer wants to change their rate plan. It is a mess. I am very concerned about how we continue to grow our business with the problems we continually encounter with WHMCS. The interface is pretty, but it seems some underlying code needs to be tweaked significantly to prevent these problems from showing up. It is too bad that no phone support exists. They could follow us through the procedures we are following in real time and be engaged with our thought processes and maybe utilize those to develop a better product. Thanks again for your reply! Scott 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted July 9, 2014 WHMCS Support Manager Share Posted July 9, 2014 Hi, The great thing about doing support over the internet is that you can capture your screen and send it to us so we can see exactly what you're doing. A good free tool for this is: http://www.techsmith.com/jing If you'd like to record one and send it to me in a support ticket, I'd be pleased to advise you further. 0 Quote Link to comment Share on other sites More sharing options...
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