How to get help from WHMCS Support

[somecows]

I apologize if this is not the right forum for this question - I wasn't sure which forum was most appropriate to choose.

 

I should also say that I ask this question in the most polite way possible. I am not trying to be rude, it is a legitimate question.

 

I am writing to see if any WHMCS users or staff have suggestions about how to get support from WHMCS. I pay annually for support, and of course when I have a problem, I submit a support ticket explaining my issue and requesting help. I am polite and professional and try to provide as much relevant information as possible. Almost without exception, I am unable to get help. And if I do finally get help, it is only after hours or days of back and forth. WHMCS never seems to believe I have a problem, they just insist from the get go that it is not on their end, that the problem is with me, or my server, or my email program, that the problem does not exist at all, etc. Of course, sometimes this is the case, but usually it is not. Regardless, I find it unsettling that when I open a ticket, the immediate response of WHMCS staff is to deny that they can help me, rather than wanting to help. It is frustrating and seems to waste so much time.

 

If anyone has any general advice on steps they have taken to successfully get help, I would appreciate the input. I have a lot invested in WHMCS at this point and it would be hard for me to move to another system.

 

If this post should be moved elsewhere, please let me know.

 

Thank you very much.

[djpete]

Have to agree everytime I place a support ticket I have to wait at least a day to get a reply and then another day to get another reply to my reply to them.

It's very frustrating when you have an issue that needs urgent attention.

 

I have complained about this before and gotten nowhere.

For me the support let's down the product enormously and I feel your frustration.

 

Hopefully this will be seen but don't hold your breath on it being acted on.

The support for me in any case has been DEAD slow for many years.

 

You are better off posting in the Forum IMHO

[wsa]

I total agree with you also. All i know this not right if we paying 99.95 of support/update Sorry

[Infopro]

Do you have a ticket open that you feel isn't being handled properly? Please provide the ticket ID here so it can be looked into.

[ITWolfy]

I sell TVs and have a support line for it my TVs work and I have been in business for 20 years, no one is unhappy with my product as it works great and has proven itself over time.

On The Box its says read the instructions before you use it. The first thing you need to do is plug it in but you so excited you just switch the TV on without reading the instructions…. Immediately you submit a support ticket asking why is my TV not working.

 

Not only are you filling my ticket box now with a question you could have solved by reading the manual but I also have a public forum where you could have posted the question and someone would have said did you plug it in not so? You could also have gone to my Knowledgebase and right at the top it mentions my product uses electricity and needs to be plugged in.

 

However, your action now is to wait for my “Ticket” answer as you paid for this TV and it’s not working and you are angry…. So you wait … not a good action to follow or submitting the ticket to my very long queue of waiting tickets either in the first place, if you could have solved your problem in less than one minute on the Knowledgebase or even on the forum.

 

After some time working through about 2345 Tickets I get to yours and answer it quickly by saying you need to read the manual as the problem is with you and not this great awesome TV.

 

Now I want to ask do I give bad support for my TV business.

 

You The Customer Must Do This When You Have a Problem:

Read The Manual or The How To and follow the guided steps, make sure you don’t make mistakes, re check if you did in fact do all as it states in the manual. No Luck..

 

Go to the Knowledgebase still no solve..

Open the Forum and before you ask search, your question might have been solved in 2013. Not there and still no solution?

 

Don’t get angry, this is a good product and you know it must work as millions are using it every day, know that the problem is with you and not with the time proven product at all times.

 

A kind soul might not will, might answer you in the forum and solve your local problem for you, if all the above fails submit a ticket and describe in very clear way the problem and how to make it happen again so it can be tested.

 

This is my way of dealing with WHMCS and other time proven products and I have not submitted one ticket yet, as I did not need to.

Edited April 13, 2016 by ITWolfy

[WHMCS John]

Hi,

I'm sorry to hear you had a less than excellent experience contacting our support team. The vast majority of feedback we receive (from our internal surveys, publicly online and speaking to customers face-to-face) indicates that we provide a very good level of support.

 

We do get busy around new releases helping people upgrade, so thank you for your patience. That said, this week the overage response time across all departments (including non-24/7 departments) was 2.66 hours. Personally I think that is an excellent average.

 

We do also offer the Fast Track support option with a guaranteed 1 hour answer time and prioritised responses through the life of the ticket for those truly urgent issues.

 

We are in no way adverse to reporting reproducible bugs when reported via http://bugs.whmcs.com but there are a number of conditions that must be met beforehand. For example the matter must be reproducible on a stock WHMCS installation - so try using our online demo first. Also include detailed step-by-step reproduction instructions; we will be testing on a completely fresh installation, so do not assume any pre-configuration or settings.

 

There is always room for improvement, so I would also like to extend InfoPro's offer; if you'd like to PM your ticket ID, I'd be pleased to review the ticket and see how we could do better in future.

Edited April 15, 2016 by WHMCS John
More accurate response time for the week