WHMCS no support, no ticket reply and merging of inquiers as to no reply.. (1+month)

[gijs007]

I've had a ticket opened with WHMCS regarding the mass mail function not working properly. (#IUT-078484)

This ticket has been moved to level 2 support and ever since I haven’t had a reply. (The last reply from WHMCS is from the 24th of August...)

 

I opened up a new ticket to ask why this was taking so long, this ticket was merged and replied to with the request for the login details for my server. (which had already been provided anyhow).

 

I promptly replied with these login details again, however still didn’t hear anything back from WHMCS..

 

What is going on? I’ve recently paid for an extra year of support and updates, and expect to receive these..

 

Like I stated in the ticket, I need this to be fixed ASAP or I need a work around, I have to send company emails to my clients regarding policy and price changes that are due.

Every day that we can’t send this email it’s costing us money!

 

Additionally I noticed that WHMCS support removed all my payment gateways and plugins in their brilliant troubleshooting steps.. I was called out of my bed because our clients were unable to make payments..

 

I can understand that you temporarily want to disable any modifications to WHMCS, but at least return the installation to its working production state afterwards.. and at least inform us of this. (I was never told that payment gateways were to be disabled)

 

Overall I’m quite dissatisfied with this, I thought WHMCS was on track to improve their support since they had had a lot of complains about this. But it appears that this is not the case.

[easyhosting]

Additionally I noticed that WHMCS support removed all my payment gateways and plugins in their brilliant troubleshooting steps.. I was called out of my bed because our clients were unable to make payments..

 

They are good at that, but they will deny it. they had access to my installations due to an issue and moved one of my domains to one of my other servers, they denied it even though they were the only ones that could have done it using the login details i gave them

[WHMCS Jimmy]

Hi gijs007,

 

I have attempted to locate your ticket IUT-078484, but was unable to locate any tickets in our system under that ID. Can you confirm the correct ticket ID so I can review and have someone take a look at your ticket as soon as possible?

 

Thanks,

[gijs007]

Hi gijs007,

 

I have attempted to locate your ticket IUT-078484, but was unable to locate any tickets in our system under that ID. Can you confirm the correct ticket ID so I can review and have someone take a look at your ticket as soon as possible?

 

Thanks,

 

Apparently the ticket ID changed to: #YHX-386561

Anyhow I've finally heard back from the level 2 support, stating that they are still investigating. We shall see..

 

By the way, I think WHMCS should set some system up where they can troubleshoot and test without interfering in my live environment.

[SeanP]

By the way, I think WHMCS should set some system up where they can troubleshoot and test without interfering in my live environment.

 

We use a dev license for this (you get a dev license free with your paid license). When we have an issue, we reproduce it on our dev server, and give WHMCS support access to it.