You take my money but dont give me what I bought?

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#1 Sat, 10/17/2009 - 17:21
dking

You take my money but dont give me what I bought?

I ordered a virtual-min license extension for my server recently, and despite paying good money the only thing on my account is the old now expired license.. and to make it worse your software is refusing to allow me to add customers for my business because "its expired" but does not allow me the option of renewing the license even when I pay for it?!

Every time I log into the system, I get the same message about the license being expired.. and that is it. As a paying customer all I have been given is just red text telling me it expired recently, with no menu options to renew, no help or anything that would allow me to put my system in a working state. Do you just not care about keeping customers? This is as important as getting a new customer, if not more so, yet all I see is an error with no thought put int how I a paying customer would feel in this situation or want to work to make it better.

My only choice was to come find this website on my own - because your software had no links to it on that error page - pay the license renew for the number of servers I wanted, and now wait for you to get back to me.. because your so called automated site does not work, what I bought has not been delivered to me, and your software does not lead me in the right direction, and from what I am seeing as a customer you simply don't care.

And yes I am losing customers, losing money, losing time I could be spending with my family because of this.

Sat, 10/17/2009 - 19:51
andreychek

Howdy,

Sorry to hear you're having trouble!

First off, you shouldn't post about this in the forums, use the "Support" link above -- all the Virtualmin staff will see an immediate notification of your post there.

Second, Virtualmin's features shouldn't ever become disabled, even if the software license is out of date. If you're having problems, that may be an unrelated issue.

Third, resolving the license issue is a simple matter of you asking.

I'll forward the issue along to Joe, but my recommendation is to follow this up in the Support Tracker by giving them your license number and your order number, and they'll have the license issue straightened out.

-Eric

Sun, 10/18/2009 - 00:17
JamieCameron

There can be a delay of a few hours between when you purchase a renewal and when it takes effect.

However, I saw yours go through earlier today .. are you still having issues? You may need to click the "Re-check license status" message in Virtualmin.

''

Sun, 10/18/2009 - 00:18
JamieCameron

There can be a delay of a few hours between when you purchase a renewal and when it takes effect.

However, I saw yours go through earlier today .. are you still having issues? You may need to click the "Re-check license status" message in Virtualmin.

''

Sun, 10/18/2009 - 14:03 (Reply to #4)
dking

First of all, thank you both for your reply.

Second, I asked via email and the forums, but the bug tracking system I was given the option to use did not have a section for my issue.

Third, as I stated earlier the software does not give you a link or otherwise tell yo what to do in this situation, and the user flow/use case for a perso wanting to renew a license after it has expired seems to be ignored outside of displaying a "license expired on date X' message to the user.

Fourth, No mention was made in any way of a delay in your system, and your site communicates to the user that it was bought and "wold show up in the account immediately". This is huge, because not only is the delay not told to the user, but yo are actively telling them something that is false by telling them that it will be processed immediately. I highly suggest you have a look at the site and remove all instances of this communication to the user, to at least give them the correct expectations.

Perhaps you should take this feedback into consideration when shipping your next version of the virtualmin product; Either way I an log into my server now without getting this error, and that is want I wanted so thank you.