Billing Suggestion

[cespence]

I'd like to suggest that you make it clear on the Web site, etc. that billing and accounting department does not work within the same time frame as Tech Support - or during the business hours of the majority of the United States.

The impression given on your Web site is that you're very much available. However, in giving a second look, I'm painfully aware that no where on the site does it say "billing." Very misleading.

I was not aware that billing is located in the Ukraine, which means that if I need to speak with someone or get a billing situation resolved it needs to happen well before 2:00 in the afternoon. This doesn't seem standard - especially for a company whose Web site gives every indication it is located in the US.

Thank you for considering this.

[Matt R]

Billing is available during EST hours through a mix of our US/Ukraine office. Currently this is around 12 hours but we're bringing a fourth person into the billing team to extend these hours.

[cespence]

Thanks for your reply.

I learned this information through a tech support person yesterday afternoon - after about 1/2 hour of trying to reach someone in billing. My point was that the information should be easily obtainable on the Web site or at least through the knowledgebase. At 2:00 in the afternoon on a business day, it shouldn't have to take a 1/2 hour minimum of phone calls, e-mails, and live chats to determine that there is no one available to help you in billing until 11 PM at the earliest. If the hours were posted somewhere, I wouldn't have wasted my time or WHB's. Being available for 12 hours of the day is fine - I'm just encouraging you to let folks know when those 12 hours are, to save everyone time and frustration. :-)

[Matt R]

Definitely and I agree.

We'll make these changes on the contact area of our website and make it very clear what hours our billing support is available.