Release-235 - Hopeless support!

[ozzi4648]

We see this msg at the top of the forums:

If something is broken on your server, please do not post about it here; Instead, please submit a support request from your Web Host Manager, email support@cpanel.net, or try running /scripts/upcp.

What are they so worried about, not posting in the forums? Why not? Isnt this where we are supposed to get help? The response time via support@cpanel.net is a bit slow! Probably because people may have second thoughts purchasing Cpanel if they see the PROBLEMS!

Nobody has bothered to reply to two of our tickets. Release-235 has practically broken SSL logins to port 2087, 2083 and our users are pretty upset over having to wait 2min to get into their panels.

Release-225 fixed the issue with this, at least it was much better than before, 235 broke it again. Whats up with the updates? No updates to fix this annoying problem in over 24hrs!UNACCEPTABLE! When people are paying 50 - 99 a month i expect much better support and fast bug fixes. This is just not right!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[ozzi4648]

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[Marty]

No offense ozzie, but if you are going to update your box to an &edge& release, you should expect some problems.

[orca]

Erm...I have Stable 237 and have the same troubles. Started with 235...
I think ozzi doesn't mean the edge releases...

[hypedave]

Hey Ozzi dont feel bad, I installed CPANEL on a clients server for a client, and even though the box is on a 15day License, I got quick support for the simpliest problems, but when it came down to stuff like Interchange not working again, slow whm/cpanel logins, well after 80hrs, my cleint decided to reinstall cpanel their self, then after that guess what, I did receive a support answere but it was way to late. I dunno maybe the NOCS get beter support here than us Trial License or dedicated guys. Hopefully support gets better in the future or they get a bigger support staff if thats the issue.

Yeah but I agree, I to thought this was the support forums. This really gives me second though on purchasing then product every time i log on to see that huge message, you almost wanna take it as an insult. Like ok what do I post and what dont I post ?????

I feel you all the way Ozzzi!!!

[ozzi4648]

Ok, Cpanel 5.0.0-R241 fixed that slow login problem. Thanks to whoever you are, btw i never run the edge releases only what is supposed to be stable.

[hypedave]

wich my client could have waited till today

[portman]

We've used CPanel for some time now with external Lic. Out distributor is great with support. I have even traded email with Nick and found him VERY polite and responsive.

Anytime you have a product of this breadth and scope you may have issues with big releases (5.* version). Let them breath. It is a great product.

[bdraco]

The reason for that message is that so many people would post about the same thing in the forums and nobody would submit a support request for it since someone else posted it. Its kind of hard to fix a problem that nobody actually reports to support.

[alwaysweb]

[quote:fbc220dbee][i:fbc220dbee]Originally posted by bdraco[/i:fbc220dbee]

The reason for that message is that so many people would post about the same thing in the forums and nobody would submit a support request for it since someone else posted it. Its kind of hard to fix a problem that nobody actually reports to support. [/quote:fbc220dbee]Suggestion: Continue to monitor the forums closely and it won't be an issue -- you'll know what the hot issues are

[SageBrian]

It almost seems like they could hire one person that only monitors the board and responds to posts.

That would solve the 'illusion' of non-support and unresponsiveness. I say illusion, since it's obvious that they are monitoring everything.

Even if it was just a part time, low paying gig, where every morning or evening they would log in and make an appearance. Would go a long way to ease some of the tension, I think.

Overall, the support is great... it's just in the background.