Philderbeast.com Posted November 14, 2008 Share Posted November 14, 2008 ok i have had a ticket in that i last replied to 10 hours ago and haven't got a response to. now its fairly high priority as its holding my business back quite significantly (although its probably not to high a priority to the support guys here) so i lodged it as a high priority now i have heard lots of good things about support times so I'm sure this is out of the ordinary, (at least I hope so) has anyone else had these sort of issues with getting support tickets dealt with? and is there a better way to help move it along when really needed? Link to comment Share on other sites More sharing options...
chickendippers Posted November 14, 2008 Share Posted November 14, 2008 Have you checked within the client area to make sure that the reply notification email hasn't just been caught by a spam filter? Link to comment Share on other sites More sharing options...
Philderbeast.com Posted November 14, 2008 Author Share Posted November 14, 2008 yea been doing that every few hours just in case... in fact I checked just before posting the above message not trying to have a rant, just trying to see if maybe I have done something wrong and to know what to expect in the future Link to comment Share on other sites More sharing options...
hightekhosting Posted November 14, 2008 Share Posted November 14, 2008 Maybe you can post the issue you are having in the forums and we can help you? You'd be surprised the knowledge of us WHMCSians Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted November 14, 2008 WHMCS CEO Share Posted November 14, 2008 It was an enquiry about getting a free domain reseller account so does get much lower priority than users with product support issues. You will be updated once the username has been changed as requested but that's not something we have access to do. Matt Link to comment Share on other sites More sharing options...
Philderbeast.com Posted November 14, 2008 Author Share Posted November 14, 2008 as in my post above i wasn't trying to be nasty, just making sure things were moving along and it wasn't going to be like that if i had a major support issue with your software. although after the response was received (thanks by the way) I believe it could have been solved much faster. also your response here is very disturbing. this was a high priority ticket, and as I have stated before, regardless of its value (price wise) this was a big issues for me in regards to my use of your software, and a major selling point. not only that it was a service you offer with a license brought from you, yet you claim its a low priority? This issues has potentially cost me customers due to the slow response I received from your self hence the high priority it was flagged with. if I had not have wanted this feature I could have got a lower cost license for this software from resellers. while this has been resolved successfully I hope that I wont come across this attitude from support again, as how can you judge how much a clients support request for anything you offer is worth to them? you allow us to set the priority for the ticket and then ignore it? im not to impressed to say the least... Link to comment Share on other sites More sharing options...
scurrell Posted November 14, 2008 Share Posted November 14, 2008 im not to impressed to say the least... You may find it hard to believe, but you're not the only star in the sky. You just have to wait your turn like everyone else. Link to comment Share on other sites More sharing options...
BionicInternet Posted November 15, 2008 Share Posted November 15, 2008 (edited) This issues has potentially cost me customers Why is it that everyone says that?! Its not going to get your ticklet answered any faster! Matt and the guys here do a FANTASTIC job - far better than any other Billing system, the likes of WHMAP. They not only provide a great piece of kit but great support and for such a little fee aswell. This seems to me, the typical case of expecting far too much. I think another keyword is FREE - I would expect it to take a little while longer than "normal" Edited November 15, 2008 by BionicInternet Link to comment Share on other sites More sharing options...
hightekhosting Posted November 15, 2008 Share Posted November 15, 2008 This issues has potentially cost me customers due to the slow response I received from your self hence the high priority it was flagged with. As already mentioned, crap like that does not achieve a bloody thing. Matt and his team do a damn good job and no doubt they were busy developing, bug fixing or even having lives! Would you prefer his team sat here 24hrs a day to answer YOUR requests, thus not fixing any bugs or developing new versions/features to therefore improve your ability to perform task, trade and generate business!.....Think about that logically and get back to me if you have a correct answer, but I know I'd much prefer to have a bug-free, trouble-free and feature filled product to decrease the time I have to sit here and perform tasks manually. if I had not have wanted this feature I could have got a lower cost license for this software from resellers. And you still purchased the software and suddenly you expect rapid 30min responses? Please tell me you are kidding! Do you really complain with the amount of features already within WHMS for the price and still expect rapid support for the price? while this has been resolved successfully I hope that I wont come across this attitude from support again Attitude? If anything, I think Matt's response is fairly justified and well within reason. A very professional response in my opinion and the attitude came from you first. im not to impressed to say the least... As you can see, I'm not impressed either...but I am impressed with Matt, his team and his response timeframes. /end rant Link to comment Share on other sites More sharing options...
Philderbeast.com Posted November 15, 2008 Author Share Posted November 15, 2008 (edited) like I said before I'm not bashing Matt or any of the rest of his team, I'm extremely happy with the product I have purchased and also happy that this got resolved. however I'm not impressed that they decided this was a low priority when I had marked it as high. @scurrell I never expected instant reply's, nor did I post ranting "this needs to be fixed now", I simply asked if there was some reason it was taking so long to be looked at. @BionicInternet, my ticket was answered, i simply commented that the time taken to get this resolved was a considerably longer then necessary as this could have been done with the first answer to my ticket, rather then waiting over 24 hours later for the action to be taken (that I can only presume was simple to complete) and again regardless of it being free, if you offer a service you should support it. that would be like a web host saying we are not going to help you if you lose your cPanel password because its included free with your hosting account. @hightekhosting please make sure you read the WHOLE of my posts before saying things like that. i never once said i was unhappy with what was happening until i was told that it had been downgraded in priority. also I never stated I thought support times were outrageous and would be some ridicules time frame. but I think 16 hours to get a response is a little slow for any inquiry so before anyone else comes in there to bash be remember I'm only saying this could have been done better, not that I'm unhappy with what was done. and last I checked this was for leaving both good AND bad feedback. and for anyone wondering about the times here they are Inital ticket submited: 13/11/2008 11:34 first reply from Matt: 13/11/2008 14:28 My response: 13/11/2008 20:16 Matts reply: 14/11/2008 01:13 (where i believe this could have been resolved and would have been more than happy) My reply to this: 14/11/2008 01:18 the final solution was reached at: 14/11/2008 17:11 followed by me closing the ticket. its simple this last huge gap I'm concerned about up until then the support was more than fast enough for this issue as I'm sure there are a great number of tickets to be sorted out in the system. Edited November 15, 2008 by Philderbeast.com reply to hightekhosting Link to comment Share on other sites More sharing options...
BionicInternet Posted November 15, 2008 Share Posted November 15, 2008 To be honest, doews it really matter? What they class as a high priority is probably different to what you classs as a high priority. Everyone wants everything yesterday and it's just not fair. For a eNom username change, WHMCS do not control this, eNom does. if you had any common sense you would know this.. ` Correct you should support it however, with it being a free service, I would expect a slightly delayed response. Or maybe, thats just me. Either way WHMCS Doesn't need customers like yourself. Link to comment Share on other sites More sharing options...
othellotech Posted November 15, 2008 Share Posted November 15, 2008 There is no way this could have been a "high priority" issue, or "lost you customers". Count yourself lucky it was even done - account username is largely irrelevant, and there was a time that they simply wouldnt be changed - one of our ETP accounts still has the original trypo in the name and in 6 years its had zeo effect on anyone or anything ... Link to comment Share on other sites More sharing options...
Philderbeast.com Posted November 15, 2008 Author Share Posted November 15, 2008 @othellotech it wasen't allowing me to even log in to the enom system at all, hence the ticket. @BionicInternet I'm not even sure I should bother replying to your post, but I will in attempt to clarify my position on this for anyone else. As stated above I was unable to access this account at all, and as such I could not provide part of the service that was offered to me as part of my license fees to potential customers, thus I created a "high" priority ticket to get this dealt with in a reasonable amount of time. now in this case it was a matter of resetting the offer on my account here at whmcs as the sign up had failed. now this could have been quite easily achieved at the ticket I commented above earlier where I have placed this comment, as the final resolution was to do this after a second search to see if it had succeeded. In my first post I stated that I was well aware that it probably wasn't the highest priority of the support staff here, and really didn't have to much of a problem with that as long as it was done in a reasonable amount of time so I could get things moving again. Now I'm aware I possibly over reacted to Matt's post here, however I would have much preferred some sort of response to the ticket than here on the forums as this would have saved this whole problem in the first place. I have never once attacked the actions of any of the staff nor did i say that there time to resolution was poor, I simply stated that I was unimpressed with this as it could have been handled better, and gave my reasons for feeling so, yet you all decided to attack me without knowing the whole story. and again you are all saying this wasn't high priority, yet in my situation it was, I;m sure to many other people it wouldn't have been, but how can anyone be the judge of that but the person who has the issue as I'm sure you will agree you have no idea how soon they need that feature to be fixed as you don't know how crucial it is to there situation. Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted November 15, 2008 WHMCS CEO Share Posted November 15, 2008 I think all has been said that needs to be here. Philip, I'm sorry you weren't happy with the speed of the response to your issue this time. I hope you'll find it better on future tickets. Matt Link to comment Share on other sites More sharing options...
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