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  1. #1

    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?

    Thanks.
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  2. #2
    Maybe you should reconsider the migration. Stay with whmcs.
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  3. #3
    Join Date
    Nov 2000
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    Is it obfuscated or can you debug it yourself?

  4. #4
    Quote Originally Posted by ForzaHost View Post
    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?

    Thanks.

    We're sorry that you had bad experience with our support.
    Error you've experienced occurred after creating some custom coded template? Or you've attempted to use built-in template?
    HostBill Billing, Support, Client Management Software for WebHosts - hostbillapp.com
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  5. #5
    Join Date
    May 2008
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    So you tried outsmarting them by submitting your support ticket to sales....

    I would of closed it as well.
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  6. #6
    Join Date
    Dec 2000
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    Quote Originally Posted by Mark Muyskens View Post
    So you tried outsmarting them by submitting your support ticket to sales....

    I would of closed it as well.
    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.

  7. #7
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    Quote Originally Posted by Mark Muyskens View Post
    So you tried outsmarting them by submitting your support ticket to sales....

    I would of closed it as well.
    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.

  8. #8
    Join Date
    May 2008
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    Citrus Heights, CA
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    Quote Originally Posted by alpha View Post
    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.
    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.



    Quote Originally Posted by elroel View Post
    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.
    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.
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  9. #9
    Quote Originally Posted by Mark Muyskens View Post
    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.
    Delayed response here but nonetheless, we never received any kind of support from the developers or the community so we gave up and stayed with WHMCS.
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  10. #10
    Maybe you should reconsider the migration. Stay with whmcs.
    Is there any particular reason that you want to migrate to HostBill from WHMCS?
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  11. #11
    HostBill has more compatibility with the cloud than WHMCS.
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  12. #12
    Join Date
    Aug 2003
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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?
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  13. #13
    Well at least you now know they won't even assist with actual system bugs/issues.
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  14. #14
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    Quote Originally Posted by ForzaHost View Post
    Well at least you now know they won't even assist with actual system bugs/issues.
    I have found them to be OK with the bug reports we have submitted,

    That said, their support service is worthless, luckily we don't have to pay for it

  15. #15
    Quote Originally Posted by Martin-D View Post
    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?
    Well at least you now know they won't even assist with actual system bugs/issues.
    Please provide ticket IDs.

    Thanks
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  16. #16
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    Quote Originally Posted by HostBill View Post
    Please provide ticket IDs.

    Thanks
    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.
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  17. #17
    Join Date
    Sep 2003
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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.

  18. #18
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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

  19. #19
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    Quote Originally Posted by W1H - Lee View Post
    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
    they deal with many languages and are based in Poland I beleive ..

  20. #20
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    292
    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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  21. #21
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    Quote Originally Posted by cygnusd View Post
    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.
    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.
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  22. #22
    Join Date
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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

  23. #23
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    South Carolina
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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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  24. #24
    Join Date
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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.

  25. #25
    Join Date
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    Quote Originally Posted by Gigaports View Post
    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.
    Hail the smarty one.
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