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Thread: Amazing CS from HostBill, not!
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08-22-2012, 02:39 PM #1Junior Guru Wannabe
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Amazing CS from HostBill, not!
We decided to sign up for a free trial with HostbillApp as we're planning a migration. We got everything setup correctly and everythings working except one bit that is basically stalling any further testing. We went to their forum and posted a question about the issue and it says it will need to be approved by a moderator first. Later in the day, we noticed Kris was only responding to peoples questions in the pre-sales section of the forum but our thread hadn't been approved nor did we get a PM or anything. Considering at this point, this is a script issue, not just a general support question. So we tried to open a support ticket... They don't accept support tickets from trial customers, outrageous.
So we submitted a pre-sales ticket only to find a short while after that it was just closed with no response.
What are we supposed to do? Just trial a software that we can't use nor get support for it? Are we expected to pay the $300 one-time fee for the license just so we can get support for this SCRIPT error?
The error is as follows;
We try to create an "order page" and get "template_empty" and the page fails to create.
Can anyone help?
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08-23-2012, 01:31 AM #2Web Hosting Master
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Maybe you should reconsider the migration. Stay with whmcs.
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08-23-2012, 01:57 AM #3Web Hosting Master
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Is it obfuscated or can you debug it yourself?
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08-23-2012, 03:43 AM #4WHT Addict
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▌ HostBill Billing, Support, Client Management Software for WebHosts - hostbillapp.com
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08-23-2012, 04:09 AM #5Rebooting is a hack, not a fix
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So you tried outsmarting them by submitting your support ticket to sales....
I would of closed it as well.iWebFusion.Net - Shared / Reseller / VPS / Bare Metal / Colocation / IP Transit / Networking
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08-23-2012, 08:05 PM #6Retired Moderator
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And yet if the OP was given even 5 minutes from the company to help troubleshoot why the product they were evaluating was not working, it could have been an easy sale. Even if it was user error or an RTFM issue, it's still an opportunity to make the documentation better or make it even more easily available so future potential customers wouldn't run into similar issues.
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08-23-2012, 09:01 PM #7Web Hosting Master
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Have you actually bothered to read the whole post? A product that is having issue with basic setup, how do you think a user would get Support if they are not responding to support threads and do not allow any support request from the trial users, where trial should receive the exact same care as any paid service, since those are the one that you want to transfer into paid product.
Responses like the one you have sounds really professional :eel: .
--Roel.
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08-24-2012, 12:13 AM #8Rebooting is a hack, not a fix
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Exactly so, but it's a business decision of theirs not to provide support and to loose a possible sale.
The OP should of waited for the original pre sale related post on the forum to be approve. As to what happened there - we don't know. It's likely been approved at this point, and he likely found someone on the forum to assist.
This topic is about the OPs lack of ability to wait for the original support post to be approved on the forum. I've read this topic, It's CLEAR that you haven't or you would see EXACTLY how the OP can get support; on the forum.
I represent myself on WHT, If you don't like it - Get off the internet.iWebFusion.Net - Shared / Reseller / VPS / Bare Metal / Colocation / IP Transit / Networking
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09-19-2012, 11:50 AM #9Junior Guru Wannabe
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09-19-2012, 10:42 PM #10Web Hosting Master
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Maybe you should reconsider the migration. Stay with whmcs.[DC'S] SINGAPORE. AUSTRALIA. JAPAN. INDIA. CHINA HK. USA. UK. NETHERLANDS. SOUTH AFRICA
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09-20-2012, 05:49 AM #11Junior Guru Wannabe
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HostBill has more compatibility with the cloud than WHMCS.
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09-20-2012, 06:09 AM #12The VPS Specialist
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Hmm, interesting.
I've been having these thoughts recently but I can't find a good enough reason to switch to Hostbill. Their inability to provide decent answers to pre-sales questions really swung it for me. If they can't be bothered providing a response with more than 10 words for a potential customer, what hope is there when you have problems down the line?miniVPS - UK Based Value and Premium VPS Servers!
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09-20-2012, 09:01 AM #13Junior Guru Wannabe
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Well at least you now know they won't even assist with actual system bugs/issues.
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09-20-2012, 09:24 AM #14Web Hosting Master
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09-20-2012, 10:57 AM #15WHT Addict
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09-20-2012, 10:59 AM #16The VPS Specialist
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No.
Even your response here echo's the problem I and clearly others have had.
No hint of an apology for the bad service we may have received, no humility or polite questions/comments.
You've simply negated the need for any of us to show 'proof' of your bad customer service as you've done it right here on the forum for all to see.miniVPS - UK Based Value and Premium VPS Servers!
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09-20-2012, 01:46 PM #17Web Hosting Master
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Could part of the problem be that english is not their main language? You find that in responses of other scripts (ispmanager for example)
Im not saying it is - just asking the question I have had decent replies and responses to my tickets, although sometimes find the answers are short and sweet.
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09-20-2012, 02:47 PM #18Web Hosting Master
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If you are going to provide a service to a largely english speaking community then english needs to rank fairly high in your to do list
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09-20-2012, 02:50 PM #19Web Hosting Master
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09-20-2012, 03:15 PM #20Web Hosting Guru
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This could either be another opportunity to enhance HB's reputation a little if handled correctly by Kris/staff; A little explanation to the WHT community would help immensely.
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09-21-2012, 10:11 AM #21Web Hosting Master
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Yep, because HB has such a stellar track record at doing that.
When the whole WHMCS fiasco went on, HB did the COMPLETE OPPOSITE of what any other company would have done. Friend emailed them saying they wanted to switch from WHMCS to HB and inquired about a tiny discount, nope, couldn't do it... Haha. What madness! Other people reported similar experiences. HB could have taken a chunk out of WHMCS but instead they flip flopped on prices, on support and made ZERO effort. Awesome. Just awesome.RACK911 Labs | Penetration Testing | https://www.RACK911Labs.ca
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09-21-2012, 12:46 PM #22Web Hosting Master
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We have seen huge improvements within the support department over the past few months we are not getting responses within 2-3 hours for the first response (and I must stress they are meaningful first responses not just useless one liners). After that follow up responses usually take 30 minutes to an hour.
Overall we have seen a massive improvement in the support. My only gripe with them at the moment is they are forcing us to build partnerships with other billing systems for us to offer to our clients despite allowing people like LicenseCube to resell there licenses
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09-21-2012, 03:33 PM #23Aspiring Evangelist
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I almost thought about checking in with them. Glad I didn't jump ship in the heat of the moment with all the WHMCS problems that went on.
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09-21-2012, 05:24 PM #24Junior Guru
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Most guys here using WHMCS, and saying Hostbill has bad support, etc.
Hostbill is a advanced billing script. I've purchased the Hostbill script and I haven't contacted support. Read the wiki, instructions and requirements.
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09-21-2012, 05:25 PM #25Web Hosting Master
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