I submitted a ticket originally on 3/18/05. For some reason an add-on item is not getting billed monthly as it should be and I can't figure it out. 3-4 days later I get a reply that doesn't answer my question or resolve the issue. Of course I've been waiting with baited breath for their reply, so I respond almost immediately, another few days go by , then I get an apology saying they'll look into it right away, then at the end of the day I get another answer that doesn't resolve it and I immediately reply again. Now it's 2 days later and nothing. I imagine this would take all of 5 minutes of someone's concentrated time. I'm not about to pay $75 for a one time incident phone call. This is just ridiculous. It is now 12 days later and this minor issue is unresolved. What happened to those guys? They used to be fairly responsive......

When we used them, their forums where littered with people having the same problem. 12 days later really isn’t acceptable, especially when you get a generic message that doesn’t help. Do a search on this board (if you haven’t already) for ModernBill. There are all kinds of chatter about them.

Yeah, I don't get it. Look we all have tech support departments that answer tickets for people and have to answer them in order etc., but 12 days is ridiculous. I like their software, but I'm not sure how they stay in business with such abysmal support. What's really frustrating is that I carefully word the original ticket so they have all the info they need to resolve the problem. I give them a specific client and invoice ID number for example. Then wehn they replied 4 days later, they don't even read the ticket, because they reply "Everything looks fine, do you have any examples to show us?", well that little brain fart or incompetence on their part cost me another 3-4 days....arrgggg....

They are either way too understaffed for their customer base or their support manager is clueless (assuming they have someone managing things)

Ditto here, their support is just awful and its not like they are the cheapest option

Modernbill support has always sucked big time, I realized this before even going with them but the fact is unless you have the cash to write your own billing system they are the best option and none of the billing solutions out there offer any real support that you would want to brag about anyway.

I have had about 50 of so 'issues' with modernbill and I would say 49 of them I have found answers for in the forums, if its not there is it pretty much just a waiting game, update the ticket once a day until you get a response as I have had and heard of many tickets just sitting there for eternity.

Well all my bitching and moaning emails earned me an actual phone call from MB tech support. A very nice guy named Sean tried to walk me through my issue. Except as we were trying to figure out why the add-ons weren't being added up properly, we discovered other ones that haven't been getting added to the invoices properly, so now he's looking into it and gonna call me back. Ugggggg...I'm feeling a bit queasy....

I have the same issues with MB. I have experienced the same type of support. I don't make any updates to the system unless I really have to for this reason. I have waited days and days to get one simple problem resolved. And every email you get from them takes at least another 24 hours to get a response. This won't last, it's just a matter of time until something else comes along.

I think if they make their billing system easier to understand than their techs would know how to fix the issues.

But yes MBILL support is very slow.