Ecommerce Posted December 17, 2008 Share Posted December 17, 2008 I have used Modern Bill, ClientExec, and a few others. By far WHMCS is the easiest to setup, and I have not had any major problems. It also loads much quicker then any other client/billing manager software I have used. I truly would recommend this software to anyone. However, I have found one negative, and I hope it does not happen regularly. I opened a ticket because WHMCS is not creating accounts on my interworx server, instead it gives a generic error... Now, I know from past experience Interworx can be a pain in the *** to get the API calls working correctly. So I opened a ticket, and explained what I had done, and provided my WHMCS login, and my Nodeworx login for interworx... .... and I waited .. for just over 7 hours, I am fine with that, I am not fine with the response I got.... I got a quick generic "We will need your admin user and password" it is blatantly obvious that the technician did not read any further then the subject, and fired off a reply so that he could move on to something else... So now I was forced to nicely ask him to read the whole ticket to get the user/pass... and I have to sit here and wait for a reply. Hopefully it will not take another 7 hours. So, I hope this is not something I have to look forward to when trying to get support. Otherwise, this would be the perfect solution for me. P.S. for any WHMCS representative who would like to look this over and verify for themselves, the ticket # is 958485 Thank you 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted December 17, 2008 Share Posted December 17, 2008 That's a shame, I can assure you that my experience with WHMCS support is at the other end of the spectrum to yours. They are incredible, and certainly put all others to shame! I do also think you might have waited until you have given support a full evaluation. One reply to one ticket is really insufficient to judge the quality of service. 0 Quote Link to comment Share on other sites More sharing options...
isdoo Posted December 17, 2008 Share Posted December 17, 2008 I have to agree with chickendippers - I have always found the support second to none. However it may take slightly longer when third parties are involved and not just the raw package. 0 Quote Link to comment Share on other sites More sharing options...
Gears Posted December 17, 2008 Share Posted December 17, 2008 Since this is in the feedback forum I have a suggestion for the staff. If the support operator can not actually perform the task, a reply such as "We have received your ticket and I have flagged this for the lead developer to look at ASAP. We will respond accordingly." I agree with chickendippers about one ticket not being sufficient enough to rate the quality of support. But my suggestion still stands. 0 Quote Link to comment Share on other sites More sharing options...
mcraedesigns Posted December 17, 2008 Share Posted December 17, 2008 I'd say get to 100 or so tickets over a few months then begin to weigh support averages. For Example: It hurts hosting business when a new customer signs up for one or two days then leaves a horrible rating for downtime or something similar. What if that was the 0.1% downtime of the 99.9% up time guarantee? Of course assuming some other unforeseen event has caused extended down time. It is just not enough to provide a just and honest rating of a anything for that matter. 0 Quote Link to comment Share on other sites More sharing options...
Gears Posted December 18, 2008 Share Posted December 18, 2008 I'd say get to 100 or so tickets over a few months then begin to weigh support averages. For Example: It hurts hosting business when a new customer signs up for one or two days then leaves a horrible rating for downtime or something similar. What if that was the 0.1% downtime of the 99.9% up time guarantee? Of course assuming some other unforeseen event has caused extended down time. It is just not enough to provide a just and honest rating of a anything for that matter. I agree with you. On a side note, I don't see how Matt releases our updates so frequently while he has to deal with all of our tickets Good time management perhaps... 0 Quote Link to comment Share on other sites More sharing options...
Blitz Posted December 19, 2008 Share Posted December 19, 2008 I agree with you. On a side note, I don't see how Matt releases our updates so frequently while he has to deal with all of our tickets Good time management perhaps... Matt isn't the only developer for WHMCS, from what I know. 0 Quote Link to comment Share on other sites More sharing options...
mcraedesigns Posted December 19, 2008 Share Posted December 19, 2008 Still, its not like there is 60 or 70 developers. When you consider how robust WHMCS is, it just defies logic. It must involve black magic or something like that. 0 Quote Link to comment Share on other sites More sharing options...
Gears Posted December 19, 2008 Share Posted December 19, 2008 Still, its not like there is 60 or 70 developers. When you consider how robust WHMCS is, it just defies logic. It must involve black magic or something like that. I think we should all stop replying to this thread. The title has "Support = Lacking" in it and we are keeping it at the top of the list. 0 Quote Link to comment Share on other sites More sharing options...
dkent Posted December 19, 2008 Share Posted December 19, 2008 I have been with WHMCS for some time now, and support has been brilliant. They are always there to help. I guess you just ended up having more of a technical problem, and I don't think their response was bad. I'm sure if you wrote back with your login details they would look into it further for you. You should also flag the ticket to them as high priority... 0 Quote Link to comment Share on other sites More sharing options...
dansgalaxy Posted December 19, 2008 Share Posted December 19, 2008 Okay, i love most of WHMCS as a product and when i have used the support i have to say usually it was great. and personally i disagree with some choice the developers make/made in how the do things, and while i understand they need to make a profit i think if they were a little more open and allowed users to contribute more and maybe even encouraged it for instance allowing users to develop additions which they then take up and work into the main system (in exchange for free/discounted licensing ) Its a fantastic product but i wont say its perfect 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted December 20, 2008 Share Posted December 20, 2008 WHMCS has both an API and action hooks to allow you to do just that. 0 Quote Link to comment Share on other sites More sharing options...
dkent Posted December 20, 2008 Share Posted December 20, 2008 Chickendippers, what's on the menu tonight? *starts making chicken noises*. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted December 20, 2008 WHMCS CEO Share Posted December 20, 2008 Thanks for all the support guys. The thread op, although he had supplied his admin login details in his original message, what he had supplied was incorrect and so we couldn't login using it, and therefore he was simply asked for the admin login details again. Once we'd got a working login, the cause of the issue was diagnosed in a flash. Matt 0 Quote Link to comment Share on other sites More sharing options...
Drac0 Posted December 20, 2008 Share Posted December 20, 2008 Then it would be right and proper for the OP to come back and let everyone know his issues are resolved wouldn't it? Nothing irks me more then people who are so quick to post complaints but never bother to state that the issue is resolved. 0 Quote Link to comment Share on other sites More sharing options...
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