Okay, so if we renew this module through the FreePBX GUI it doesn’t work right and I have spend an hour on the phone trying to find one of the handful of people at Sangoma who knows how to fix it.
But if I try to renew through the portal, it makes me renew EVERY version of the module the customer has had. In this case, they moved from a 3x1 seat to 1x20. If I click on RENEW next to the 1x20 it also adds the 3x1 renewal to the cart and there is no way to remove it.
Can someone please take a serious look at this janky functionality. It’s been a thorn in our sides for years now.
The support person said they were not empowered to fix this and said they were transferring me to “Customer Success”. I’ve been burned that way before so I asked that they get a human on the phone before transferring me. I waiting on hold for 5-10 minutes before they came back and told me what I already knew to be true: “I can get anyone on the phone”. Then, “I’ll give you the number”.
“What good does the number do me if you can’t get a human?”
I’ve called this number before. No one has ever answered and my messages, when I can leave one (it often just hangs up on me) are never returned.
Eventually he came back with a human who said it would require a coding fix and they didn’t know how long that would take. I asked for a call back by EOD, which I got, but it was “Please call back on Monday” without a way to reach the person.
I am trying to GIVE YOU MONEY for your product and you’ve made it impossible. This is frustrating beyond words.
As per the newer Renewal logic, it is designed to make it easier to renew all of your modules at once, instead of having to click on every single item. This convenience in the store seems to satisfy most customers.
But the corner case of moving from the purchase of X → to purchase of Y → to renewal of only Y licenses does look like it could use some improvement, so thank you for the feedback @FreerPBXer.
Alternatively, you might consider contacting your Sangoma sales representative https://freepbx.org/contact the time you move from X → Y licenses so that they can remove the X licenses on the backend and/or discussing with them the merits of Adding instead of Renewing expired licenses (some times this is more cost-effective for modules that are many years out of date.)
I don’t at ALL agree with the conclusion that this is in any way “convenient”. Not being able to remove unwanted products from a customer’s cart is a “feature”???
I left a message for my rep last week as well. Nothing.
