Thread

Anyone, by chance, know how I can contact EL for a billing issue from a recent MSM purchase?

I am finding this new paid support more and more frustrating when they expect me to PAY money for the privilege to speak with them about the money I have already spent with them.  If they are going to charge for a product they need to be able to provide some basic sales and billing support for FREE.

EL, please understand that there is a difference between technical support and customer support.  We’ll pay for technical and product support… we’ll not pay for customer support.

Hi Jeremy,

You can sign up for a free three month trial of Silver support if you have any purchased products, but that’s not necessary for sales and customer service issues. Simply email sales at ellislab dot com with your questions. FWIW, this is listed both on our About page, as well as the Support portal when you are logged out or logged in but do not have a Support plan.

Hi Jeremy,
FWIW, this is listed both on our About page, as well as the Support portal when you are logged out or logged in but do not have a Support plan.

Hi Derek,

Thanks for the reply.  You’re right about it on the About page in the sidebar. I missed that. My apologies.

I don’t see it on the Support page (http://ellislab.com/support). That is where I was looking. Just did a search on that page for ‘sales’ (in case I am blind) and nothing comes up. Maybe it fell through the cracks in the redesign.

For note, here are some other places I looked for contact info and could not find it.
-Site Footer
-An actual contact page
-On my invoice

Out of all those, my suggestion would be that the invoice should have the email clearly noted.

A final comment, the Support page makes it sound like you only get the 3 month support trial with your very first EL purchase (i.e. new customers only).

“Three months of EllisLab Support is included with your first license purchase.”

If we are all able to sign up for a trial, regardless of not being our first purchase, that is great and maybe that should be better communicated.

Then again maybe I am just having a general comprehension issue right now thanks to deadlines forcing little sleep and over-caffeination. 😉

Regards,
Jeremy

Ah, thanks, Jeremy, and no apologies needed. I was referring to support.ellislab.com, but can see why you were looking for it on the /support page.

If we are all able to sign up for a trial, regardless of not being our first purchase, that is great and maybe that should be better communicated.

Kevin has blogged about it a few times, it is an offer we extended to all existing customers (even those that only purchased pMachine ten years ago) as part of our transition to how we provide support. But I understand that not everyone reads the blog, so I’ll forward your feedback to Kevin and the team.