Support Improvements

[harrison914]

Hey Everyone,

I have to give kudos to Kris. I recently had a license issue and I did submit my ticket and within 4 hours my license was fixed.

I know $75 is a lot for a ticket and I agree, but support has actually gotten better.

Anyone else have any recent support tickets with HostBill?

[tallship]

I guess that's good that $75 bucks got you an answer on a licensing issue. You could have just submitted the ticket to the licensing department instead - there would have been no charge for that, but then again, the money you spent did get you a response.

Many of us have open support tickets that have still not been answered. And as I understand it, some are over a year old, so maybe it was best that you paid $75 to have your licensing issue addressed.

Kindest regards,

[nibb]

You paid for this? License tickets should be free. It would be a mistake for hostbill to accept money for this. Do not incentivize this things, otherwise next time you will charged 75$ each time you log into your hostbill account.

Its also logic that support will improve as most customers are leaving. He will of course have less work, and less tickets to respond. I assume support will get better and better over time, and once he has 5 customers, support will probably great. Not sure how we will make it with 5 customers, but you get my point.

[CBlade]

some are over a year old

Well, the guaranteed response time its 18h, not 8760h as you said.

[thetrusteeco]

...
Its also logic that support will improve as most customers are leaving. He will of course have less work, and less tickets to respond. I assume support will get better and better over time, and once he has 5 customers, support will probably great.
...

Finally, someone has figured out his business plan!

[harrison914]

Assumptions much? I was being general about the $75 ticket price.

Also, once again a thread that was positive has turned negative.

If support is getting better because you are all negative and leave that is fine with me. As long as HostBill works for me I will keep using it.

[Patrick]

Assumptions much? I was being general about the $75 ticket price.

Also, once again a thread that was positive has turned negative.

If support is getting better because you are all negative and leave that is fine with me. As long as HostBill works for me I will keep using it.

Being negative?  Assumptions ?

I know $75 is a lot for a ticket and I agree, but support has actually gotten better.

You said this right?  Yup, you did.  You mentioned it about being license related.  People commented that you shouldn't have paid and you attack them?  Whose interest do you have here?  Lawrence disabled my ability to view user IP's otherwise i'd verify you were not in Poland and then question if you work for them.  Nothing positive has come from Hostbill lately. 

I'm curious bud, how much do you have invested in Hostbill?  Do you think these guys commenting here are script kiddies investing moms allowance?  My business, we have over $10,000 invested in hostbill + custom development.  These other guys have a lot invested if not more then my business.  So the attitude reflects the treatment.  It's too convenient you'd come on here with such little posts, start a thread like this and then go on the attack. 

Support is NOT getting better, many of us still have tickets OPEN.  Some even have some open in excess of 8 MONTHS!   

[harrison914]

Oh, yes because I didn't post a lot before saying I had a positive experience I am in Poland....

Maybe I forgot but, I am actually I am in Las Vegas, NV and if you would like me IP address you can PM me.

I have paid the $75 in the past and didn't have any issues that weren't responded to within 18 hours. I have invested about $1,000 which isn't much.

I know many of you have invested a lot, but do you really think trashing Kris or HostBill is going to make him want to work harder?

[Patrick]

Oh, yes because I didn't post a lot before saying I had a positive experience I am in Poland....

Maybe I forgot but, I am actually I am in Las Vegas, NV and if you would like me IP address you can PM me.

I have paid the $75 in the past and didn't have any issues that weren't responded to within 18 hours. I have invested about $1,000 which isn't much.

I know many of you have invested a lot, but do you really think trashing Kris or HostBill is going to make him want to work harder?

It's simply an observation as many of us business owners who also own Hostbill feel exactly the same, then you have some random guy/gal coming around (anywhere not just here) commenting on how awesome they are, giving them a break or defending them <--- General reasons, nothing against you. 

How long have you been using Hostbill out of curiosity?  You maybe think that many of us are not new customers and have followed the history of silly decisions that affect OUR businesses.  It's a mutual consensus among this industry.  This business isn't about what we should do to make him work or operate a business legally or correctly.  Last i checked businesses are supposed to earn a trust among their customers.  Customer feedback is important how a business operates and how/why changes are made to better the future of said business.

All of us Harrison have exit strategies in place, already purchased alternative software in preparation to dump hostbill over these antics. 

You're original post and the one i've quoted contradict eachother.

4 hours my license was fixed

as you mentioned paying $75 for the ticket, you then went on to state

I have paid the $75 in the past

The issue here is, license related issues are free, many people told you that above, you came out swinging saying "assumptions much".  This leading to the idea if your credibility.  I'm not basing what's being said off of 1 post.  You have to look at all of what you said, and a few things simply didn't/don't add up.  You could very well be a regular customer who recently purchased the $999 special with IPAM, colo and the software.  Great - That's your $1000.  Now if you could drop another 9 grand and let us know if you still feel positive about irresponsible changes that display instability and illegal business practices, i'd bet my bottom dollar you'd be as upset as many are here, on webhostingtalk, those who post on the Blesta, WHMCS forums and it goes beyond that even.

So next time don't go on the defense so quickly.  People read the same posts I did and came to the same conclusion that it's weird you'd pay $75 for a ticket when license department is "free".

The two Kris's do NOT get our respect, it has to be earned.  You're happy with all of us possibly leaving Hostbill?  Then i feel sorry for your customers because you don't see the bad in that.  Without a customer base, there is no revenue, without revenue there is no software, updates, security fixes.  Now as of today they are charging for Pre-sales, no more annual renewal fee's and it appears Hostbill is closing it's doors.  It's basic business 101.

No one here has anything against anyone, we're all in the same boat, but you should think twice before getting defensive when everyone was simply questioning why you would pay for something that is free and boast about it.

[tallship]

I know many of you have invested a lot, but do you really think trashing Kris or HostBill is going to make him want to work harder?

Yeah. We've invested a lot alright. And we're really pissed off about being ripped off like this. I don't really give a damn if those of us who have paid for a product that doesn't live up to its advertised functionality tell it like it is and it results in that meat head not wanting to work harder, or at all.

I have it on good authority from one of the larger providers using hostbill that kbkp is apparently not selling anything now. They're making adjustments to the advertising and promotions on their website trying to regain their sales channel, and starting to really squirm over the total loss of income.

The problem is for them, however, that because whole forums of actual paid owners of kbkp's software is telling the truth just like it is, nobody is even looking at HostBill now, so whatever changes kbkp make to their website doesn't matter, because we're the only one's really paying attention; we're the only one's watching it; even what would otherwise be potential customers are showing up here and saying, forget that software, no thank you, no nightmares for me! 

So just for foshizzles and giggles, let's track what the annual support plan fees have been, at least the ones I remember.

   
• Free Lifetime support/updates (kbkp refuses to honor those customers any longer)
• $35 annual support/updates (I think this plan existed and the former customers were forced into it)
• $45 annual support/updates (This was the plan in effect when I originally purchased HostBill)
• $45 annual updates only (This was the first occurrence of when they ripped me off, dropping support I had paid for)
• $99 annual updates only (I think this was a number for a couple of days until kbkp starting dropping acid again).
• $999 (lolwtf?)
• There wre a couple of other changes I think over the last month or so. $199 sounds familiar but I didn't follow it closely.
• Free Lifetime updates (This forum exists to hold them to it - lest they forget again and swindle more people)

Or something like that.

kbkp has a history of not testing their software, releasing buggy updates - so considering that NO ONE is entitled to new features, whatsoever, without purchasing them piecemeal, it doesn't even matter if they work at all now does it? The ONLY thing that ANYONE who owns HostBill can logically be interested in is whether they fix bugs and make the broken parts of their program work!!!

Other than that, break out your wallet and buy another broken module when they release another one - if you find that you need that module. Why don't you go an buy those two new order page templates @harrison914? kbkp hasn't even fixed the  last one they released yet, and they're trying to sell two more - go ahead. Buy it. I want to know how incomplete those two are.

After all, it's not like you've really invested anything at all is it? What was that? a mere $1000??? Are you kidding me? You're going to biotch at me for calling those asshats to the carpet for their shoddy programming and swindling business when you haven't even invested enough to cover the cost of treating five fat friends to an evening at a sushi bar? You've got nothing to lose here dude.... By comparison, you've got nothing to lose from those two con men over at kbkp and you haven't lost thousands of potential dollars in income as a result of having to develop exit strategies and man hours in development.

I've paid for the right to biotch. I've lost money and that's why I'm complaining. I've lost sleep over concerns that something catastrophic is going to happen and that's why I'm complaining, I've got every right to biotch!

So don't you go telling me to stop complaining.