Hello Joe, are you with us?

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#1 Mon, 05/17/2010 - 13:40

Hello Joe, are you with us?

We are using virtualmin professional and are happy with it. After one year we had to renew our license. I told our account staff to do this. As the renewal wasn't detected by our installation we contacted Joe and he wrote us, that you need to use the same account to buy the renewal as when you bought the license. And he also said that we should send him the virtualmin serial number of our installation which I did instantly. That was the last thing I heard from him and now this was more than five weeks ago.

I've sent various reminders to sales@virtualmin.com and joe@virtualmin.com but never received an answer. This is terrible as I need to run updates and I really don't expect this for a product we pay for!

Do you have similar experiences? Does anybody know a way how to get in touch with Joe? Maybe this post also works as a wake-up call!

Regards Marc

Mon, 05/17/2010 - 14:18

Hi Marc,

As a Virtualmin Pro user, you're entitled to Premium Support... where you can open a support request, and someone will get back with you quickly to help resolve any issues you're having.

To use that, rather than emailing Joe (who, unfortunately, is notoriously bad at keeping up with email), you should open a support ticket using the Support link above. Then, one of the Virtualmin staff will get you all fixed up :-)


Tue, 05/18/2010 - 04:49 (Reply to #2)

Hi Eric

Thanks for your answer! Great to see that someone is there.

Okay, but http://www.virtualmin.com/contact states that "Sales and Purchase Support" issues should be sent to sales@virtualmin.com. This results in a really bad customer experience!

So I'll create an issue for this.

Best, Marc

Wed, 06/16/2010 - 06:15

Better of to always use the ticket system here as they don't do emails very well for some reason.


Mon, 06/21/2010 - 17:45 (Reply to #4)
Joe's picture

they don't do emails very well for some reason

I think it's mostly just me that is really bad at email...and the reason is that I get over a hundred emails per day, and I simply can't respond to them all. I don't know why I'm so popular, or why I attract so many support queries via email, but I do. So, I'm always running several days behind in email. I have yet to figure out how to make the deluge stop. Many people seem to think that contacting me directly will get a faster (or better) response than filing a ticket, which is highly unlikely (the ticket tracker is monitored by a lot more people, including people who know more than I do on almost every topic).

Our support page hasn't suggested email contact in years, but I have updated the contact page to make sure folks are pretty much always filing tickets rather than emailing me, since I've never figured out how to manage my email in a way that doesn't take more than two or three hours per day (if I spent all day every day on email, I'd be able to keep up, but I wouldn't be able to do anything else!).


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