Do DirectAdmin sales or support ever reply

J

johnc1979

Verified User
Joined
Aug 25, 2019
Messages
8
Hi there,
I'm posting here out of frustration and to see if my experience is the normal one.
I've been trying to get in contact with sales and support all week long and simply don't get a reply. I do understand they may be busy and it's a difficult time, but it's extremely frustrating and concerning.
Is this lack of replying normal behaviour? I'm literally about to head to Cpanel or Plesk
 
No, they normally answer a bit faster. But due to the very big flow of cPanel customers coming over, they give sales support a bit more priority then normal support. However, it looks like they are already answering again within 48 hours. Next to this, every company is a bit slower while Covid-19 is running around.

It's certainly no lack of replying, maybe your mail got into spam with them?
You can also send in a ticket if you haven't done yet.

Ofcourse you can head to cPanel which is maybe faster with support reply's but you also pay a bunch for it, that's your choice.
 
johnc1979 said:
Hi there,
I'm posting here out of frustration and to see if my experience is the normal one.
I've been trying to get in contact with sales and support all week long and simply don't get a reply. I do understand they may be busy and it's a difficult time, but it's extremely frustrating and concerning.
Is this lack of replying normal behaviour? I'm literally about to head to Cpanel or Plesk
Click to expand...
Is it something that we could help you with in the meantime?
 
It has been so very frustrating. I've sent a couple of emails and opened a ticket which they did reply to but missed the question.
It is somewhat disappointing as I know CPanel have increased their pricing by quite a lot making DA more attractive and DA does have a nice control panel, it's just concerning at the lack of replies. I'm not sure if I'm making the right decision now
 
scriptkitty said:
Is it something that we could help you with in the meantime?
Click to expand...
Long story short, I purchased a licence and found out after the fact that it wasn't genuine, but I can't purchase a genuine one through DA because it is saying the IP is already registered and they will not reply. It's been days now without any action. Cpanel replied within 2 hours on Monday.
I'm starting to draw a conclusion they just want me to use Cpanel instead. I've been polite the entire time without hassling them, but with no replies it has to make me wonder what type of support I'll get once I hand over my money
 
Ooooh.... oke... that could be a cause. Questions about non-genuine licenses do not have priority.
I presume you don't have access to the account settings otherwise you could set the current ip to for example your home ip and then buy a genuine license. But normally with non-genuine licenses this is not possible.

cPanel also is not quite fast with support for non genuine licenses so it's a bit your own fault. You could rather wonder why you did not take more care in checking the license you bought.

Anyway, this is indeed something what @DirectAdmin Sales can only fix for you. I mentioned them here and hope they will fix things for you.
However. do not expect the same kind of support as cPanel has.
DA has very good support, they answer, they make additions to DA, shortly said it's great. But if you want to expect cPanel kind of support you will have to pay the price for it.
However, imho DA's support is not much less then cPanel. But in some cases can take a bit longer. You can also buy priority support here if I'm not mistaken.
 
Richard G said:
Non-genuine, non-original, in other words illegal. Could be illegaly resold internal license or something of the kind.
Click to expand...
I see. Words illegal and license look quite extraordinary together.

It's horrible how things can go totally wrong: you get a license, it appears to be non-genuine, you can't get new, because IP is already registered, you can't get response from DA support and you can't even forecast what happens when you pay money to them .. ? Hold on there.
 
Well you can get response from DA, but you will have to have a good explanation and illegaly bought licenses is no priority for them, which seems logical to me.

However, there are some sites around, which look like they sell or rent legal licenses (which they are not), so I can imagine some people falling for that kind of scam.
However, you can trust DA themselfs. If you pay money to DA, they are really not out to get you/customers, they are thrustworthy. So you will either get the license you payed for or you will get your money back.
 
Richard G said:
Well you can get response from DA, but you will have to have a good explanation and illegaly bought licenses is no priority for them, which seems logical to me.

However, there are some sites around, which look like they sell or rent legal licenses (which they are not), so I can imagine some people falling for that kind of scam.
However, you can trust DA themselfs. If you pay money to DA, they are really not out to get you/customers, they are thrustworthy. So you will either get the license you payed for or you will get your money back.
Click to expand...
But what if you don't know it's not genuine, I mean, some people don't know most things we know, they have also been scammed thinking the license was legal, client opened a support ticket once he realised and want to keep using DirectAdmin in a legal way.
 
desfire said:
But what if you don't know it's not genuine,
Click to expand...
That's what I mean. It might be that people are scammed not knowing. In that case one has to point out to where it's bought and why they though it was legal. DA really won't make any difficulty's if things make sense to them. Especially if they see the customer wants to use a legal license.
However, I don't have a crystal ball either so I don't know either why it might take a bit longer. One just has to wait. ;)
 
desfire said:
But what if you don't know it's not genuine, I mean, some people don't know most things we know
Click to expand...
Come on, they are all three years old, they can't distinguish good from bad? You often get licenses in places you don't trust? What it's all about?
 
ericc said:
they can't distinguish good from bad?
Click to expand...
No not every body is as smart or experienced as the other person and thinks of going to look at the main selling point to see if they do or do not have official resellers. Some scam sites out there existed for a couple of years and look very trustworthy. Especially if the license and the install works, the less experienced of us could think that they have bought a legal stuff.

Let's just wait the response of Directadmin sales without falling over each other. Life's hard enough like it is. ;)
 
desfire said:
But what if you don't know it's not genuine, I mean, some people don't know most things we know, they have also been scammed thinking the license was legal, client opened a support ticket once he realised and want to keep using DirectAdmin in a legal way.
Click to expand...
Exactly. If DA don't want my money to get a licence now that I know better they don't have to take it, but it also doesn't prevent me from leaving honest reviews in as many places as I like about the quality and speed of their replies.
I'm not the one selling the bootlegged licences! I got tricked into thinking it was a real one
 
johnc1979 said:
but it also doesn't prevent me from leaving honest reviews in as many places as I like about the quality and speed of their replies.
Click to expand...
Which you can't make a good review as the support to illegal license owners is totally different then legal licenses. You just have to acknowledge, you might be tricked, but it's your own fault, period. Can happen to everyone but there are loads of people willingly and knowingly having bought such licenses saying the same thing. There is no way DA can now, and you can't blaim them for that.
So just stop wining about it, take your loss and wait for a reply like everybody else who got caught or got scammed/tricked.
Making threats about leaving bad reviews is really not helping your case.
 
Richard G said:
Which you can't make a good review as the support to illegal license owners is totally different then legal licenses. You just have to acknowledge, you might be tricked, but it's your own fault, period. Can happen to everyone but there are loads of people willingly and knowingly having bought such licenses saying the same thing. There is no way DA can now, and you can't blaim them for that.
So just stop wining about it, take your loss and wait for a reply like everybody else who got caught or got scammed/tricked.
Making threats about leaving bad reviews is really not helping your case.
Click to expand...
Perhaps I can describe my situation like this so you might be able to understand.
I buy a car.
Police turn up a month or so later and say it is stolen and take it away
I really like the car so go to the car dealer, explain what happened and that I'd like to buy a car from them
Car dealer refuses to sell me the car because I got scammed into buying a stolen car.

This is what it feels like here. Is it logical? No.

It's their panel and their licence. If they don't want to sell it to me that's fine. I simply can't understand why they seem to be taking the approach to try and punish me for my ignorance instead of stopping the illegal third party sellers who are actively promoting their product without authorisation
 
I know what it feels like to be scammed, don't worry.

But now take your own example. You're a car thief (you probably are not, but just as example), now you get caught. But you like the car so you go to the car dealer and give the same explanation.
How is the car dealer to know if you are indeed scammed and want to buy a non stolen car now, or if you knew you were buying a stolen car and just want to buy the car now because you like it? So the garage is willing to sell you a car, but other customers who ordered before you will be helped and sold a car before you, next to the bunch of repairs and car upgrades hey have to do to satisfy all legal customers. You are present but waiting in line and your not first in line, that's what I think. I could be wrong but I doubt it.

Tomato/tomato. I know what it feels like when you get scammed.
I'm almost positivaly sure they are willing to sell you a license, they don't punish scammed customers. And believe me, they are stopping illegal third party sellers who are illegaly selling their licenses, some were caught even recently.

But I can't speak for them as when they are going to answer you. I'm sure it's not that they are not willing to sell you a license, but they are very busy very busy, it's Covid-19 time which also causes issues and delays everywhere. So they have to make priority's.
I mentioned them here on the forum and I'm sure they will have a look at your issue or maybe @DirectAdmin Support can help or maybe @smtalk could explain something to you or give you an insight on when they will handle your mail.

It just takes time. And I'm sorry you have to wait longer then normal, but I'm not their employee, there might even be other reasons I don't even know about that is causing a longer answering time then normal. It can cause stress for you I know, it's not nice to experience. But they don't punish scammed customers, their not, really!
They will get back to you on this.
 
Richard G said:
They will get back to you on this.
Click to expand...

I do hope so. I've opened my third ticket this week and hope that it can be sorted soon. The other two tickets had a single reply to each then when I replied I got nothing back. Not a peep. It certainly feels as though I'm being ignored and punished. To be able to reply within 12 hours then never again does plant a seed of doubt

For me I was really only aware of a handful of control panels on the market. CPanel and Plesk were the two main ones and are about the same price. When I started searching I became aware of others such as webmin, which is free and DirectAdmin. Naturally, because other control panels are sold through resellers I googled DirectAdmin reseller without even looking once at the actual DirectAdmin website. This is my big mistake because I now know that they do not allow third party reselling, which for new and inexperienced users isn't exactly clear when other panels allow third party selling.

Did I make a mistake? Yes.
Was it intentional? No
Do I want a proper licence? Yes (I thought I bought one)
 
You must log in or register to reply here.
Back
Top