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  #1  
Old
Registered User
 
Join Date: Jan 2002
Location: UK
Posts: 1,541
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PerlBill Review


I've had perlbill a few months now and decided it is time for a review.

Firstly it took them ages to set up my account, i emailed John and eventually he replied saying he was sorry for the delay and that he would give me a 6 month increase on my licence.
Ok so that was the first problem sorted.

Then after playing with the software for a while i had a list of questions, I emailed John, he ignored me. I then posted on their forums saying that my email had been ignored and could they please reply........eventually he bothered to post a reply to my message.

I have posted various complaints on their forum, which have been ignored and deleted from the forum if they say so much as one word against them.

I then posted about Paypal, there is a section in their control panel to select the currency you want perlbill to be in, which i have set to GBP. I was told that this would sort everything out. I then checked the paypal payment page which was insisting in charging in USD, which, if my customers had used would have caused me a substantial loss in income.
I posted about this problem..........surprise surprise it was ignored.
I eventually found out from someone else that this problem was caused by them neglecting to put the currency field in the form that goes to PayPal and added it myself.

I thought my problems were over at this stage so i was doing a final test and the client login will now no longer work. I've got no idea what the problem is as i have not changed anything. It appears i am not the only one with the problem, so yet again i posted on their forum.............It was ignored........then today someone with senior member status replies with "john will be back on saturday, kindly co-operate"

My verdict:

The worst company I have EVER had the misfortune of dealing with, their support is disgusting, responses are short and often rude, if they reply at all that is.
The software although it looks "cool" is buggy and as mentioned you cannot get any support for the problems.
I've heard rumours that John has had some problems, that isn't my fault, I would be more sympathetic if he explained, which he hasnt. It is good business practice to have a backup in place, which he clearly doesn't.
Because of him the launch of my new site has been delayed at one of the busiest times of year for us and I am far from impressed.

Don't use them.

My course of action:

If there is no response this time i will be doing a chargeback against them!



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  #2  
Old
Disabled
 
Join Date: Nov 2003
Posts: 252
<snip>


Last edited by MattF; 05-26-2004 at 05:48 AM.
  #3  
Old
Web Hosting Master
 
Join Date: Jul 2003
Posts: 656
Wow, great review!

I am very thankful, as I was just about to purchase Perlbill yesterday, as we needed something like that for a new company, but now I know that Perlbill isn't the best choice.

I tried the demo on their site and I liked it, but if there isn't any possible way to get support then I guess we will be creating our own app (even if it takes longer).

Thanks a lot, you just helped me save some bucks.

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Fabio A. Calderon
C.E.O.
SEATi

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  #4  
Old
Disabled
 
Join Date: Oct 2003
Location: Louisville, Ky
Posts: 335
Im not surprised, considering when people talk about these systems 98% of the time NOONE includes PerlBill in there post. I bet alot of people dont even know what PerlBill or what it does.

You hear great things about WHMAP, ModernBill, ClientExec, WhoisCart though.

  #5  
Old
Junior Guru Wannabe
 
Join Date: Nov 2003
Posts: 39
We use ModernBill and find it to be a reliable billing system, at the start I was concerned when their support ticket times, however most problems can be fixed by posting in their forums.

Like most software yes MB has some bugs but what hasn't?

We have tried WHM Auto but prefer ModernBill.

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  #6  
Old
Disabled
 
Join Date: Nov 2003
Posts: 252
Can you tell me why you prefer mbill over whm?

thanks,
steve

  #7  
Old
WHT Addict
 
Join Date: Nov 2003
Location: NZ
Posts: 102
I know a lot of people who use PerlBill and love it.

They say they wouldn't switch even if they were offered a free version of modernbill etc.

But then you get some people who buy the software and absolutely hate it.

I think it comes down to what you want the software to do, how you get the software to do it, and the way you look at it.

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  #8  
Old
Junior Guru Wannabe
 
Join Date: Nov 2003
Posts: 39
WHM was okay and fine and probably wouldn't of changed until I had the chance of using MB through another company.

ModernBill gives me more control and the ability to change any setting in more detail. (probably not good for a novice) It seems to be always ahead of WHM with its modules and new features.

However it each to his own, but my recommendation goes to MB

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  #9  
Old
Junior Guru Wannabe
 
Join Date: Nov 2001
Posts: 41
I do apologize for the difficulties you have had. Some of points you raised are true, and I hold my hands up. You did have to wait for the approval and I did compensate you for that.

I would argue about perlBill being buggy, you do have to make alterations to the paypal template to pass a different currency to them. This isn't a perlBill fault, if you want to change the currency it must be changed in the template.

I don't know anything about the problem you are having with user logins, because you haven't opened a support ticket (or I cant locate it).

I did take most of last week off, for reasons I will not go into here. I didn't just take off for a week - the support desk was manned all week and there are only 3/4 tickets awaiting a response at this point in time - all of which should have been logged in the last 48 hours.

The ticket system is the way to get support, the forums are mainly there for user-user contact, I do post as much as possible but I inevitably miss posts now and again.

As a result of last week, the help desk has an extra person working on it longer term which will greatly improve response times. I did a search and could find no tickets from you in the system though, from any point in time.

If you are unhappy with perlBill, you can request a refund. I will gladly comply and issue one .... but please do this through the ticket system rather than the forums or emailing me directly.

I hope you don't take this reply the wrong way; I really don't want to cause any hassle. I am happy to either help you and address your concerns or refund you. Either way, please use the ticket system as instructed on the perlBill contact pages.

Thanks.

__________________
John Bennett
PerlBill / PerlDesk Developer

  #10  
Old
Junior Guru
 
Join Date: Oct 2002
Location: New Jersey
Posts: 183
Quote:
Originally posted by JBS
I do apologize for the difficulties you have had. Some of points you raised are true, and I hold my hands up. You did have to wait for the approval and I did compensate you for that.

I would argue about perlBill being buggy, you do have to make alterations to the paypal template to pass a different currency to them. This isn't a perlBill fault, if you want to change the currency it must be changed in the template.

I don't know anything about the problem you are having with user logins, because you haven't opened a support ticket (or I cant locate it).

I did take most of last week off, for reasons I will not go into here. I didn't just take off for a week - the support desk was manned all week and there are only 3/4 tickets awaiting a response at this point in time - all of which should have been logged in the last 48 hours.

The ticket system is the way to get support, the forums are mainly there for user-user contact, I do post as much as possible but I inevitably miss posts now and again.

As a result of last week, the help desk has an extra person working on it longer term which will greatly improve response times. I did a search and could find no tickets from you in the system though, from any point in time.

If you are unhappy with perlBill, you can request a refund. I will gladly comply and issue one .... but please do this through the ticket system rather than the forums or emailing me directly.

I hope you don't take this reply the wrong way; I really don't want to cause any hassle. I am happy to either help you and address your concerns or refund you. Either way, please use the ticket system as instructed on the perlBill contact pages.

Thanks.
John,

With all due respect, I was one of those people who requested for a refund but never got one til today...

I had submitted support tickets within 2 weeks of my purchase and you were not able to resolve them. After this, I managed to deal with it but I ran into more issues with the invoice dates being incorrect. You were unable to help me and my tickets were ignored.

This is where I asked for a refund. You ignored my e-mails and my tickets. 6 months passed and my member's area profile and my forum profile were deleted. I sent numerious e-mails and they were ignored.

I have since forgetten about the whole nightmare until now. Are you going to give me a refund?

Please contact me.

Ariel Dimalaluan
arield [at] inerex.com

  #11  
Old
Newbie
 
Join Date: Aug 2001
Location: Southern CA
Posts: 21
wondering...

Quote:
Originally posted by arelex
John,
...I have since forgetten about the whole nightmare until now. Are you going to give me a refund?
so...did you ever get the refund. IMHO, you are well deserved the refund.
Please post if you have recvd the refund or if this too has been ignored.

*scratches PerlBill off the list*

  #12  
Old
Disabled
 
Join Date: Nov 2003
Posts: 252
Yes, please do tell us the results of your refund encounterment

  #13  
Old
-> Insert Witty Title Here <-
 
Join Date: Sep 2002
Location: Behind your monitor.
Posts: 499
trying to get ahold of anyone at either modernbill or perlbill is like hoping you are going to win the lotto.

Support really sucks for both products IMO. The GOOD thing about perlbill is that it is opensource and you can build on it and correct the numerous bugs that it does include, where as MB you are pretty much pissing up a rope.

I have a really, really sweet perlbill version that is in beta now that supports onlinenic, 2checkout and paypal simultaneously, handles server rotation, and actually works.

Perlbill is the one I would go with strictly because of the customization options available. However, I hope you know Perl as I do not and basically the version I will be running is already 14 times the cost off the base product that they sell at perlbill.com

Oh, BTW I must be one of the 3/4 tickets he has still open. ....


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  #14  
Old
Junior Guru
 
Join Date: Dec 2003
Location: here and now
Posts: 201
Quote:
Originally posted by steveTobb
xeoHosting has been looking for a reliable billing client and we will knock perlbill off of our list.
I've just found this one.
Took a look at demo, looks great, if a bit steep cost...

http://www.dreamcost.com/?page=hosta...7bca9ef6b74928

Anyone using it?

m.

  #15  
Old
Disabled
 
Join Date: Nov 2003
Posts: 252
Please start a new thread thankyou

-steve

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