Web Hosting Talk : Web Hosting Main Forums : Ecommerce Hosting & Discussion : Modernbill problems - what would you do?

[twoeyes]

Hello WHT'ers

I have been having some problems with ModernBill, and I was wondering if some of you guys could give me advice on what I should do regarding my issues with ModernBill.

I've just recently purchased modernbill, only having heard good things about it and its functionality. It seems that they recently converted to a new license key system, which is the root of my problem I believe. When attempting an install I get an error telling me there is a problem verifying my license, figuring this was an error on my part, I attempted to submit a trouble ticket, only to be met my an error saying that my license key was expired! Well, obviously at that point I was a bit peeved seeing that I had paid for it, but I figured it was a problem that could be easily fixed and that I'd be up and running fairly soon.

Next thing I tried to do is post on the forum as it seemed at the time a good place to go for help, and I got an extremely fast reply (much to my delight of course). So far though this has been my only good experience with modernbill. Basically I've set through an hour of forum replies bouncing back and fourth. Unfortunately most of them are completely unhelpful. One such reply directed me to a knowledge base/FAQ post about forgotten passwords! ( Which got me thinking if the staff of modernbill, even read what I wrote) The rest have been equally (or in some cases, less) unhelpful. They have even tried to get me to submit a trouble ticket, I posted very clearly that I had already tried to do so, but that my license was invalid. They just refuse to recognize it as a license key issue! Well anyway, what would you guys do? Should I hang on or just give up? I'm about fed up with this support. It is becoming obvious that I really should chargeback, and maybe the chargeback fees will help wake them up. I really don't want to do this as modernbill seems to really have a good product.

I am posting this here to show the side of modernbill that I have seen. Any comments you guys have on what I should do, or should not do, will be more than welcome.

Thanks guys!

[Laci]

I dont use this product but I would tell them just what you said here and use the word charge back and see if posting that wakes them up .Ill be interested to know what happens .good luck

[twoeyes]

They recently tried to generate a new license key for me, unfortunatly that had the same issue. I'm getting the feeling they are unsure of what to do themselves!

Anyway, thanks for your encouragement Laci. I'll definatly post here on how this turns out...

[MBill Admin]

Trevor,

Your post here is misleading and inappropriate. We have tried to help you via our support forum and I've personally tried to call you on the phone with the number you have listed as your contact.

I've left you a message with our telephone number to call. You ordered this license within 24 hours and have posted to a public forum trying to deface a company that bent over backwards attempting to help you.

Chargeback? Come on. We have not even captured the funds on your credit card.

Your move... How do you want to play? You have our telephone number now, call us.

Happy Billing!
JC-MBill-Admin

[alchiba]

<edit>

Looks like MB is on the case so I'll withdraw my remarks.

</edit>

[twoeyes]

If you really want to get this resolved. Fix this license problem, or at least when you reply to our comments on your forums, make sure you read what you are replying to, what do you expect me to do with a faulty license. Now you are trying to blame this on my server, when even you own trouble ticket system says that the license is expired, how could you explain this? It seems that posting this is the only way to get a sensable reply. This post is in no way misleading, I paid for a faulty license, and I can not use your product. When we post on the support forums, I was sent a link to recover our password. All I want to do is get a working license and nothing more. If you could see to this it would mean a lot to me.

[alchiba]

Originally posted by twoeyes
All I want to do is get a working license and nothing more.

The man gave you his phone number and at 2am invited you to call him. If in fact all you care about is getting your license to work, then I suggest you call him rather than trading barbs in the forums.

[coight]

Wow admin bothers replying here? Maybe while he is here he will bother replying or better yet FIXING the problem with the worldpay module!

[alchiba]

Originally posted by MN-Robert
Maybe while he is here he will bother replying or better yet FIXING the problem with the worldpay module!

Last I checked, WHT frowns on businesses and their customers using its forums to conduct support.

[MBill Admin]

alchiba - You are correct!


Trevor,

It is almost 2:30am here in Louisville. I've read the post on our forum, and you should be aware that 4 ModernBill employees are now trying to help you. Only four, because we are the only ones still up helping clients at this late hour. Everyone else has left the office.

We, ModernGigabyte/ModernBill, have multiple levels of support:

1. User Manual
2. Support Forums
3. Support Ticketing
4. Configuration Services (Paid > installs, Configurations, Consulting)
5. Priority Phone support (Paid)
6. Live Chat (pre-sales) (during normal business hours | m-f)
7. Online Seminars (soon to come)


Let us help you! Your key that you generated initially was incorrect. You left off the "www" from your key save. We corrected that for you. As for why you can't begin the install, MF has explained that you might be having Firewall issues and the key can not validate.

We are up for a few more... call the office and leave your telephone number we can call you. My extension is 111.

Warm Regards,

[MBill Admin]

WHT,

Apologies! We would rather refer this client to our private support. Close or edit this post as needed.

Warm Regards and Happy Billing!
JC-MBill-Admin

[twoeyes]

Its already late afternoon and I have yet to see a support rep on the forums... Yesterday I was assured we'd get this worked out today. Seems that was untrue after all.

[daveman]

Did you call them?

[twoeyes]

There is no point in me calling, and I can not afford to from were I am at this time anyways. I have sent them my SSH info so they can take a look at the server, and will be contacting my credit card company Monday to charge back unless this gets resolved. If a mod sees this, he can close the thread, there is no point in keeping it open, I have paid for a product and the support department has given me the run around and appears they do not know how to fix the license problem. I have been scammed. I hope that everyone else who reads before they buy modernbill, reconsiders. This will be my last post on this forum, I am going out to enjoy the rest of my weekend. I have sent modernbill all the information they have requested, I guess I will just wait for them to reply, if not there is always the ability to chargeback which seems to be my only option.

[MBill Admin]

Daveman -

No, he has not.

JC-MBill-Admin