Hostbill Support?

Speedy059 · July 07, 2013, 06:42:37 PM

Has anyone tried the paid support yet? We purchased 5 tickets and haven't received a response to our problems since July 2nd? Does the paid support options not have any kind of SLA on resolutions? What good are these tickets we just purchased?

tallship · July 07, 2013, 08:18:33 PM

It took Patrick several days for his paid support ticket to receive a guaranteed 18hr replay - Like, 4 or 5 days i think - you can look up the thread here where he provided screenshots of the ordeal, which amounted to paying to report a bug.

This happened about a week and a half ago so you may want to search for domain syncing, which was the previously working feature that was broken when version 4.6.8 (I think) was released.

I wish you better luck than he had.

Speedy059 · July 07, 2013, 10:15:14 PM

Ugh...even after charging for support they still do not like providing it. What else do they want!?

tallship · July 07, 2013, 10:57:51 PM

Quote from: Speedy059 on July 07, 2013, 10:15:14 PMWhat else do they want!?

The thought of what might be the answer to that sends shudders down my spine.

Speedy059 · July 13, 2013, 10:11:18 PM

Ugh, we haven't received a response yet. I'm not sure what the problem is with KBKP. You can't sell software, and then sell Support Packages with the intent not to provide it.

Patrick · July 15, 2013, 12:02:52 AM

Quote from: Speedy059 on July 13, 2013, 10:11:18 PM
Ugh, we haven't received a response yet. I'm not sure what the problem is with KBKP. You can't sell software, and then sell Support Packages with the intent not to provide it.

If you wanted to know

http://www.hostbillforums.com/index.php/topic,259.0.html

Hostbill has become a borderline scam. It's frustrating for all of us because the damn software is overall pretty darn good. Unfortunately, it's run by no one. I'm buying a Blesta license in a couple of days as V3 is about to become public release so i'm snatching the $99 license for my business and we're going to be switching to it, especially since it supports multi-company.

I wish I could say something uplifting to you Speedy to help ease the pain with Hostbill but these days it's a dying software so much so that i know a few people that have already released a license hack incase hostbill screws anyone out of their license by shutting down the license server or anything. As you can tell my mood with Hostbill is so poor because of the weird attitude they have towards customers. I'd suggest you do a chargeback on your $75 for support and find another software to go with. It may not be what you want to hear but i really don't want to see anyone get scammed anymore.

Speedy059 · July 15, 2013, 06:57:32 AM

Quote from: Patrick on July 15, 2013, 12:02:52 AM
I'd suggest you do a chargeback on your $75 for support and find another software to go with.

We paid $199 for 5 tickets....can't even get 1 ticket answered/resolved.

Lawrence · July 16, 2013, 04:50:19 AM

Speedy, could you take a screenshot and attach it to your post? It would be good as a reference on the forums.

Speedy059 · July 16, 2013, 07:28:22 AM

To be fair, they did respond almost immediately after the last reply. Just takes a couple weeks to get support.

tallship · July 16, 2013, 04:32:13 PM

Quote from: Speedy059 on July 16, 2013, 07:28:22 AM
To be fair, they did respond almost immediately after the last reply. Just takes a couple weeks to get support.

Oh, kewl!

so now we know that a guaranteed 18hr response is actually two weeks - Hey as long as they respond eventually, I guess that makes everything alright, doesn't it?

Patrick · July 16, 2013, 08:03:07 PM

You should still be asking for a refund on your money as they failed on their guaranteed promise.

tallship · July 16, 2013, 10:53:30 PM

Quote from: Patrick on July 16, 2013, 08:03:07 PM
You should still be asking for a refund on your money as they failed on their guaranteed promise.

How long does the cc company generally require, Patrick, before the customer can consider themselves unable to contact the vendor and be eligible to submit a chargeback? I think you touched on this before but I'm not sure. Certainly, 48 or 72 hrs w/o a response over a couple of standard business days should be acceptable I would think.

Patrick · July 17, 2013, 12:26:17 AM

Quote from: tallship on July 16, 2013, 10:53:30 PM
How long does the cc company generally require, Patrick, before the customer can consider themselves unable to contact the vendor and be eligible to submit a chargeback? I think you touched on this before but I'm not sure. Certainly, 48 or 72 hrs w/o a response over a couple of standard business days should be acceptable I would think.

Oh the fact he has logs he can provide (screenshots) day of ticket opened, day it was responded to and a shot showing the "guarantee" and failure to meet said guarantee by any reasonable time. On that note, my understanding is some if not most credit card companies will do 90 to 180 day chargebacks and paypal of course 45 days.

electric · July 17, 2013, 04:10:39 PM

Yes, it would be very easy to prove to the credit card company that Hostbill did not meet their obligation, and thus, a refund is owed.

In fact, the credit card company won't require anything at all. It is Hostbill who must prove they met their promise/obligation of 18h guaranteed response time.

With a credit card chargeback, the consumer is considered correct until the merchant proves them incorrect with documentation/paperwork. This is why it is so difficult for a phone/internet merchant provider to win a chargeback, since we rarely have any supporting paperwork such as a signature or proper "proof" of TOS agreement, etc.

So in this case, the OP will easily win his chargeback request, since it is impossible for Hostbill to prove otherwise. (Unless Hostbill lies and changes the timestamps.. which would not surprise me even one little bit... so it is best if the OP takes screenshots to make sure he can tell his side of the story if necessary.)

The only problem is that once the chargeback is filed.. .the OP is most likely going to find his license suspended or cancelled. Of course, this is illegal, but hey.. does anyone think that is going to stop hostbbill? (And then of course, OP could file a chargeback for their original hostbill purchase for product not delivered...)

Speedy059 · July 18, 2013, 05:25:41 AM

From experience on the receiving end of a chargeback, and asking for a chargeback, the consumer always wins. If the merchant wants to dispute a chargeback, they can, but it could cost $2,000 if they lose. That is with Visa, I'm not sure what the other ones charge.

Regardless, with Hostbill you will win every chargeback since nobody can contact them unless they pay. The CC issuer will go to their site and see clearly there is no way to contact that merchant.