Customer support

[system]

I would appear so, or brining "offshore" folks "onshore".

The solution I received was very scripted.


Edward F. Fox, Jr., CPA

Controller

Maxson Automatic Machinery Company

Phone 401-596-1062 a Fax 401-596-1050

www.maxsonautomatic.com <http://www.maxsonautomatic.com/>



_____

From: Mike Lowe [mailto:MLowe@...]
Sent: Tuesday, March 20, 2007 12:30 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Customer support



Edward,

Are you saying they've sent support offshore?

Mike

________________________________

From: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
[mailto:vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com] On
Behalf
Of Edward F. Fox, Jr.
Sent: Tuesday, March 20, 2007 8:18 AM
To: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
Subject: RE: [Vantage] Re: Customer support

I can now say support has declined in quality. I just received a call
days
after placing a call ticket rather that the hours it used to. I would
also
add there was a language barrier.

Edward F. Fox, Jr., CPA

Controller

Maxson Automatic Machinery Company

Phone 401-596-1062 a Fax 401-596-1050

www.maxsonautomatic.com <http://www.maxsonau
<http://www.maxsonautomatic.com/> tomatic.com/
<http://www.maxsonau <http://www.maxsonautomatic.com/> tomatic.com/> >

_____

From: Norm Watkins [mailto:nwatkins@elecpac. <mailto:nwatkins%40elecpac.com>
com
<mailto:nwatkins%40elecpac.com> ]
Sent: Tuesday, March 20, 2007 12:07 PM
To: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
<mailto:vantage%40yahoogroups.com>
Subject: RE: [Vantage] Re: Customer support

I'm with you Chris, not leaving 6.1 anytime soon for the same reasons.

As for Customer Support, I am not happy with them. I opened a call on
2/27
and Epicor has not adequately responded to the problem, and have had no
communication from them for a week (copying my account manager on all
emails).

Briefly stated, Mfg receipts of partials to stock do not consistently
remove
all the costs from WIP, sometimes leaving thousands of dollars in WIP
that
should have moved and don't unless the last partial move adds up to the
complete requirement for the job, and I don't know about anyone else,
but
our yields are rarely 100%.

I posted a message to this group on 2/27 about this Mfg-Stock cost
transfer
problems, and I find it hard to believe that no one else has this
problem on
6.1

Norm Watkins
Engineering Manager
ELECPAC
Phone: 847-639-2307

-----Original Message-----
From: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
[mailto:vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com]On
Behalf
Of Gitzlaff, Christopher
Sent: Tuesday, March 20, 2007 7:40 AM
To: vantage
Subject: RE: [Vantage] Re: Customer support

We're not planning on leaving 6.1 anytime soon. It is stable, fast and
does everything we need. In regards to customer support - I'm not sure
why we're paying it (maybe as an insurance policy). We made 1 or 2
calls all of last year and support was less than helpful for either
call.

The only thing I've found remotely interesting about version 8 are the
form customization options. What do I get in return for a few features?

- Slower speeds
- The need to retrain all employees on the new system
- The "opportunity" to reinstall all workstations and data collection
units
- Purchase the new (and unimproved version) of Crystal so we can upgrade
our reports
- Replace old computers that are working fine so they can run the new
version
- 100% lock-in to a single OS
- Buy a new server?? - we might be able to get by on our current
- 1 to 2 months of testing

If we commit ourselves to that path, all options will be on the table.
We will be looking at other ERP solutions in addition to Vantage 8.

Chris Gitzlaff
Major Industries

-----Original Message-----
From: Stuart Noble [mailto:stuart@tmach. <mailto:stuart%40tmach.com.au>
com.au]
Sent: Monday, March 19, 2007 9:46 PM
To: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
Subject: RE: [Vantage] Re: Customer support

Don't worry Todd, no one will be left on 6.1 soon!

Any time I have highlighted a problem with the way 6.1 does something
recently, I get the standard response that the problem will be fixed in
a future version of Vantage.

I get the feeling they are trying to force us to upgrade, ala
Microsoft...

Stuart Noble
Thompson Meat Machinery

-----Original Message-----
From: vantage@... [mailto:vantage@...] On
Behalf
Of Todd Caughey
Sent: Tuesday, 20 March 2007 4:38 AM
To: vantage@...
Subject: RE: [Vantage] Re: Customer support

----------------------------------
"I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel."
----------------------------------

For that matter if the opposite is true and you do happen to have an
exceptional bit of service let them know. I always get a feedback survey
after calls are closed and they ask you to comment if not completely
satisfied. Do it! And if they do go above and beyond send an email to
the contact person on the survey request telling them that too. A little
positive reinforcement never hurts. I had a situation awhile back where
I called to get some advice about adding the codes for 3 new seats. Easy
question, easy answer. But while on the same call the tech asked if he
could help with another still open call I thought had been closed. Maybe
my expectations are too low but I was pleasantly surprised by this.

If I do have a bad support experience I usually try to distinguish "bad
service" from "not getting the answer I wanted". For bad service I never
hesitate to escalate. For the "not getting what I expected" situation I
usually try to work trhough my CAM to either get a better explanation or
find a route for expressing my opinion.

BTW - we are still on 6.1 and it has become fairly static & stable with
most support issues pretty easy so I've found service pretty good. The
volume of issues with 8.0/8.3 have me wondering what I'm in for next
year though.

-Todd C.

[Non-text portions of this message have been removed]

[Non-text portions of this message have been removed]

Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must
have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder
and
Crystal Reports and other 'goodies', please goto:
http://groups. <http://groups.
<http://groups.yahoo.com/group/vantage/files/.>
yahoo.com/group/vantage/files/.
<http://groups. <http://groups.yahoo.com/group/vantage/files/.>
yahoo.com/group/vantage/files/.> >
yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups. <http://groups.
<http://groups.yahoo.com/group/vantage/messages>
yahoo.com/group/vantage/messages
<http://groups. <http://groups.yahoo.com/group/vantage/messages>
yahoo.com/group/vantage/messages> >
yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups. <http://groups. <http://groups.yahoo.com/group/vantage/links>
yahoo.com/group/vantage/links
<http://groups. <http://groups.yahoo.com/group/vantage/links>
yahoo.com/group/vantage/links> >
yahoo.com/group/vantage/links
Yahoo! Groups Links

[Non-text portions of this message have been removed]

__________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagel
<http://www.messagelabs.com/email> abs.com/email
__________________________________________________________

[Non-text portions of this message have been removed]






[Non-text portions of this message have been removed]

[system]

OK, I haven't needed to use customer support for several months, but I
have had to in the past few weeks. Am I just running into a bad streak
or has support really turned bad lately? I remember it being one of
the big selling tools for Epicor.

[system]

What version are you running?



From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of jlogroups
Sent: Monday, March 19, 2007 1:36 PM
To: vantage@yahoogroups.com
Subject: [Vantage] Customer support



OK, I haven't needed to use customer support for several months, but I
have had to in the past few weeks. Am I just running into a bad streak
or has support really turned bad lately? I remember it being one of
the big selling tools for Epicor.





[Non-text portions of this message have been removed]

[system]

6.1

Jay

--- In vantage@yahoogroups.com, "Paul V. Blais" <pblais@...> wrote:
>
> What version are you running?
>
>
>
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
> Of jlogroups
> Sent: Monday, March 19, 2007 1:36 PM
> To: vantage@yahoogroups.com
> Subject: [Vantage] Customer support
>
>
>
> OK, I haven't needed to use customer support for several months, but I
> have had to in the past few weeks. Am I just running into a bad streak
> or has support really turned bad lately? I remember it being one of
> the big selling tools for Epicor.
>
>
>
>
>
> [Non-text portions of this message have been removed]
>

[system]

Actually, I share your pain. We are a new install 8.0305, and when we
were evaluaing the product, every reference we spoke with emphasized
the quality customer service that was available. So far, we have not
seen it. We have been very frustrated and disappointed with our
experience to date.

--- In vantage@yahoogroups.com, "jlogroups" <jayo@...> wrote:
>
> OK, I haven't needed to use customer support for several months, but
I
> have had to in the past few weeks. Am I just running into a bad
streak
> or has support really turned bad lately? I remember it being one of
> the big selling tools for Epicor.
>

[system]

Ditto here.

I was so frustrated recently that I e-mailed all the support managers
and their bosses about my experiences.

I got a phone call from Rhonda Spah. She was very nice and took down all
my information.

She said that she would talk to the tech about my complaint. The next
day, I started getting call backs for all of my open issues.



I am still unhappy with tech support but at least I got the feeling that
someone was listening.



I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel.



Thanks,

Joe Rojas

IT Manager

TNCO, Inc.

781-447-6661 x7506

jrojas@...



________________________________

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of fe2o3ez
Sent: Monday, March 19, 2007 1:42 PM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: Customer support



Actually, I share your pain. We are a new install 8.0305, and when we
were evaluaing the product, every reference we spoke with emphasized
the quality customer service that was available. So far, we have not
seen it. We have been very frustrated and disappointed with our
experience to date.

--- In vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> ,
"jlogroups" <jayo@...> wrote:

>
> OK, I haven't needed to use customer support for several months, but

I

> have had to in the past few weeks. Am I just running into a bad

streak

> or has support really turned bad lately? I remember it being one of
> the big selling tools for Epicor.
>

[Non-text portions of this message have been removed]

[system]

I noticed a real difference in the 6.x - 8.x transfer. I think the newer
supports agents aren't as familiar with 8.x program which makes things
hard. From the top of the organization I think the commitment to
support is there, but I don't think knowledge and experience has caught
up to it yet.



Paul



From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of Joe Rojas
Sent: Monday, March 19, 2007 1:50 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Customer support



Ditto here.

I was so frustrated recently that I e-mailed all the support managers
and their bosses about my experiences.

I got a phone call from Rhonda Spah. She was very nice and took down all
my information.

She said that she would talk to the tech about my complaint. The next
day, I started getting call backs for all of my open issues.

I am still unhappy with tech support but at least I got the feeling that
someone was listening.

I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel.

Thanks,

Joe Rojas

IT Manager

TNCO, Inc.

781-447-6661 x7506

jrojas@... <mailto:jrojas%40tnco-inc.com>

________________________________

From: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com>
[mailto:vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> ] On
Behalf
Of fe2o3ez
Sent: Monday, March 19, 2007 1:42 PM
To: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com>
Subject: [Vantage] Re: Customer support

Actually, I share your pain. We are a new install 8.0305, and when we
were evaluaing the product, every reference we spoke with emphasized
the quality customer service that was available. So far, we have not
seen it. We have been very frustrated and disappointed with our
experience to date.

--- In vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com>
<mailto:vantage%40yahoogroups.com> ,
"jlogroups" <jayo@...> wrote:

>
> OK, I haven't needed to use customer support for several months, but

I

> have had to in the past few weeks. Am I just running into a bad

streak

> or has support really turned bad lately? I remember it being one of
> the big selling tools for Epicor.
>

[Non-text portions of this message have been removed]





[Non-text portions of this message have been removed]

[system]

-------------------------------
"I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel."
-------------------------------

For that matter if the opposite is true and you do happen to have an exceptional bit of service let them know. I always get a feedback survey after calls are closed and they ask you to comment if not completely satisfied. Do it! And if they do go above and beyond send an email to the contact person on the survey request telling them that too. A little positive reinforcement never hurts. I had a situation awhile back where I called to get some advice about adding the codes for 3 new seats. Easy question, easy answer. But while on the same call the tech asked if he could help with another still open call I thought had been closed. Maybe my expectations are too low but I was pleasantly surprised by this.

If I do have a bad support experience I usually try to distinguish "bad service" from "not getting the answer I wanted". For bad service I never hesitate to escalate. For the "not getting what I expected" situation I usually try to work trhough my CAM to either get a better explanation or find a route for expressing my opinion.

BTW - we are still on 6.1 and it has become fairly static & stable with most support issues pretty easy so I've found service pretty good. The volume of issues with 8.0/8.3 have me wondering what I'm in for next year though.

-Todd C.


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf Of Joe Rojas
Sent: Monday, March 19, 2007 12:50 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Customer support



Ditto here.

I was so frustrated recently that I e-mailed all the support managers
and their bosses about my experiences.

I got a phone call from Rhonda Spah. She was very nice and took down all
my information.

She said that she would talk to the tech about my complaint. The next
day, I started getting call backs for all of my open issues.

I am still unhappy with tech support but at least I got the feeling that
someone was listening.

I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel.

Thanks,

Joe Rojas

IT Manager

TNCO, Inc.

781-447-6661 x7506

jrojas@tnco- <mailto:jrojas%40tnco-inc.com> inc.com

________________________________

From: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com [mailto: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com] On Behalf
Of fe2o3ez
Sent: Monday, March 19, 2007 1:42 PM
To: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
Subject: [Vantage] Re: Customer support

Actually, I share your pain. We are a new install 8.0305, and when we
were evaluaing the product, every reference we spoke with emphasized
the quality customer service that was available. So far, we have not
seen it. We have been very frustrated and disappointed with our
experience to date.

--- In vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com <mailto:vantage%40yahoogroups.com> ,
"jlogroups" <jayo@...> wrote:

>
> OK, I haven't needed to use customer support for several months, but

I

> have had to in the past few weeks. Am I just running into a bad

streak

> or has support really turned bad lately? I remember it being one of
> the big selling tools for Epicor.
>

[Non-text portions of this message have been removed]







[Non-text portions of this message have been removed]

[system]

Same Here.

I went around and around with a support person on a problem to the point
were I told them to just close the ticket and I will work on the problem on
my own. They tried to get me to keep it open but I insisted to close it I
was so frustrated.

My biggest issue there was that they do not support any customizations. Wait
a Second, that was a huge selling point for the system. Don't sell something
you don't support. The next thing was they wanted me to do all this work on
finding the problem. Wait, aren't they support. I realize I need to work
with them but I have many things on my plate that I can't do their work for
them.

So now before I even put in a Ticket I take the forms back to base,
re-create the problem then put the ticket in making sure I tell them I
already took the forms back to Base because that is always the first thing
they ask you to do.

I agree with Joe on that the knowledge just has not caught up to where we
need it to be. Early on I had a support person try her best to help me with
something. She just couldn't. I gave her a very good review on her effort
but commented on that I that she needed more training on 8.00

Scott Litzau


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
Joe Rojas
Sent: Monday, March 19, 2007 12:50 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Customer support


Ditto here.

I was so frustrated recently that I e-mailed all the support managers
and their bosses about my experiences.

I got a phone call from Rhonda Spah. She was very nice and took down all
my information.

She said that she would talk to the tech about my complaint. The next
day, I started getting call backs for all of my open issues.



I am still unhappy with tech support but at least I got the feeling that
someone was listening.



I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel.



Thanks,

Joe Rojas

IT Manager

TNCO, Inc.

781-447-6661 x7506

jrojas@...



________________________________

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of fe2o3ez
Sent: Monday, March 19, 2007 1:42 PM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: Customer support



Actually, I share your pain. We are a new install 8.0305, and when we
were evaluaing the product, every reference we spoke with emphasized
the quality customer service that was available. So far, we have not
seen it. We have been very frustrated and disappointed with our
experience to date.

--- In vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> ,
"jlogroups" <jayo@...> wrote:

>
> OK, I haven't needed to use customer support for several months, but

I

> have had to in the past few weeks. Am I just running into a bad

streak

> or has support really turned bad lately? I remember it being one of
> the big selling tools for Epicor.
>

[Non-text portions of this message have been removed]




Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links

[system]

Don't worry Todd, no one will be left on 6.1 soon!

Any time I have highlighted a problem with the way 6.1 does something
recently, I get the standard response that the problem will be fixed in
a future version of Vantage.

I get the feeling they are trying to force us to upgrade, ala
Microsoft...



Stuart Noble
Thompson Meat Machinery


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of Todd Caughey
Sent: Tuesday, 20 March 2007 4:38 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Customer support



-------------------------------
"I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel."
-------------------------------

For that matter if the opposite is true and you do happen to have an
exceptional bit of service let them know. I always get a feedback survey
after calls are closed and they ask you to comment if not completely
satisfied. Do it! And if they do go above and beyond send an email to
the contact person on the survey request telling them that too. A little
positive reinforcement never hurts. I had a situation awhile back where
I called to get some advice about adding the codes for 3 new seats. Easy
question, easy answer. But while on the same call the tech asked if he
could help with another still open call I thought had been closed. Maybe
my expectations are too low but I was pleasantly surprised by this.

If I do have a bad support experience I usually try to distinguish "bad
service" from "not getting the answer I wanted". For bad service I never
hesitate to escalate. For the "not getting what I expected" situation I
usually try to work trhough my CAM to either get a better explanation or
find a route for expressing my opinion.

BTW - we are still on 6.1 and it has become fairly static & stable with
most support issues pretty easy so I've found service pretty good. The
volume of issues with 8.0/8.3 have me wondering what I'm in for next
year though.

-Todd C.




[Non-text portions of this message have been removed]

[system]

We're not planning on leaving 6.1 anytime soon. It is stable, fast and
does everything we need. In regards to customer support - I'm not sure
why we're paying it (maybe as an insurance policy). We made 1 or 2
calls all of last year and support was less than helpful for either
call.

The only thing I've found remotely interesting about version 8 are the
form customization options. What do I get in return for a few features?

- Slower speeds
- The need to retrain all employees on the new system
- The "opportunity" to reinstall all workstations and data collection
units
- Purchase the new (and unimproved version) of Crystal so we can upgrade
our reports
- Replace old computers that are working fine so they can run the new
version
- 100% lock-in to a single OS
- Buy a new server?? - we might be able to get by on our current
- 1 to 2 months of testing

If we commit ourselves to that path, all options will be on the table.
We will be looking at other ERP solutions in addition to Vantage 8.



Chris Gitzlaff
Major Industries



-----Original Message-----
From: Stuart Noble [mailto:stuart@...]
Sent: Monday, March 19, 2007 9:46 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Customer support



Don't worry Todd, no one will be left on 6.1 soon!

Any time I have highlighted a problem with the way 6.1 does something
recently, I get the standard response that the problem will be fixed in
a future version of Vantage.

I get the feeling they are trying to force us to upgrade, ala
Microsoft...

Stuart Noble
Thompson Meat Machinery


-----Original Message-----
From: vantage@... [mailto:vantage@...] On
Behalf
Of Todd Caughey
Sent: Tuesday, 20 March 2007 4:38 AM
To: vantage@...
Subject: RE: [Vantage] Re: Customer support

----------------------------------
"I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel."
----------------------------------

For that matter if the opposite is true and you do happen to have an
exceptional bit of service let them know. I always get a feedback survey
after calls are closed and they ask you to comment if not completely
satisfied. Do it! And if they do go above and beyond send an email to
the contact person on the survey request telling them that too. A little
positive reinforcement never hurts. I had a situation awhile back where
I called to get some advice about adding the codes for 3 new seats. Easy
question, easy answer. But while on the same call the tech asked if he
could help with another still open call I thought had been closed. Maybe
my expectations are too low but I was pleasantly surprised by this.

If I do have a bad support experience I usually try to distinguish "bad
service" from "not getting the answer I wanted". For bad service I never
hesitate to escalate. For the "not getting what I expected" situation I
usually try to work trhough my CAM to either get a better explanation or
find a route for expressing my opinion.

BTW - we are still on 6.1 and it has become fairly static & stable with
most support issues pretty easy so I've found service pretty good. The
volume of issues with 8.0/8.3 have me wondering what I'm in for next
year though.

-Todd C.


[Non-text portions of this message have been removed]








[Non-text portions of this message have been removed]

[system]

I'm with you Chris, not leaving 6.1 anytime soon for the same reasons.

As for Customer Support, I am not happy with them. I opened a call on 2/27
and Epicor has not adequately responded to the problem, and have had no
communication from them for a week (copying my account manager on all
emails).

Briefly stated, Mfg receipts of partials to stock do not consistently remove
all the costs from WIP, sometimes leaving thousands of dollars in WIP that
should have moved and don't unless the last partial move adds up to the
complete requirement for the job, and I don't know about anyone else, but
our yields are rarely 100%.

I posted a message to this group on 2/27 about this Mfg-Stock cost transfer
problems, and I find it hard to believe that no one else has this problem on
6.1

Norm Watkins
Engineering Manager
ELECPAC
Phone: 847-639-2307

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf
Of Gitzlaff, Christopher
Sent: Tuesday, March 20, 2007 7:40 AM
To: vantage
Subject: RE: [Vantage] Re: Customer support


We're not planning on leaving 6.1 anytime soon. It is stable, fast and
does everything we need. In regards to customer support - I'm not sure
why we're paying it (maybe as an insurance policy). We made 1 or 2
calls all of last year and support was less than helpful for either
call.

The only thing I've found remotely interesting about version 8 are the
form customization options. What do I get in return for a few features?

- Slower speeds
- The need to retrain all employees on the new system
- The "opportunity" to reinstall all workstations and data collection
units
- Purchase the new (and unimproved version) of Crystal so we can upgrade
our reports
- Replace old computers that are working fine so they can run the new
version
- 100% lock-in to a single OS
- Buy a new server?? - we might be able to get by on our current
- 1 to 2 months of testing

If we commit ourselves to that path, all options will be on the table.
We will be looking at other ERP solutions in addition to Vantage 8.



Chris Gitzlaff
Major Industries



-----Original Message-----
From: Stuart Noble [mailto:stuart@...]
Sent: Monday, March 19, 2007 9:46 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Customer support



Don't worry Todd, no one will be left on 6.1 soon!

Any time I have highlighted a problem with the way 6.1 does something
recently, I get the standard response that the problem will be fixed in
a future version of Vantage.

I get the feeling they are trying to force us to upgrade, ala
Microsoft...

Stuart Noble
Thompson Meat Machinery


-----Original Message-----
From: vantage@... [mailto:vantage@...] On
Behalf
Of Todd Caughey
Sent: Tuesday, 20 March 2007 4:38 AM
To: vantage@...
Subject: RE: [Vantage] Re: Customer support

----------------------------------
"I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel."
----------------------------------

For that matter if the opposite is true and you do happen to have an
exceptional bit of service let them know. I always get a feedback survey
after calls are closed and they ask you to comment if not completely
satisfied. Do it! And if they do go above and beyond send an email to
the contact person on the survey request telling them that too. A little
positive reinforcement never hurts. I had a situation awhile back where
I called to get some advice about adding the codes for 3 new seats. Easy
question, easy answer. But while on the same call the tech asked if he
could help with another still open call I thought had been closed. Maybe
my expectations are too low but I was pleasantly surprised by this.

If I do have a bad support experience I usually try to distinguish "bad
service" from "not getting the answer I wanted". For bad service I never
hesitate to escalate. For the "not getting what I expected" situation I
usually try to work trhough my CAM to either get a better explanation or
find a route for expressing my opinion.

BTW - we are still on 6.1 and it has become fairly static & stable with
most support issues pretty easy so I've found service pretty good. The
volume of issues with 8.0/8.3 have me wondering what I'm in for next
year though.

-Todd C.


[Non-text portions of this message have been removed]








[Non-text portions of this message have been removed]




Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links

[system]

I can now say support has declined in quality. I just received a call days
after placing a call ticket rather that the hours it used to. I would also
add there was a language barrier.



Edward F. Fox, Jr., CPA

Controller

Maxson Automatic Machinery Company

Phone 401-596-1062 a Fax 401-596-1050

www.maxsonautomatic.com <http://www.maxsonautomatic.com/>



_____

From: Norm Watkins [mailto:nwatkins@...]
Sent: Tuesday, March 20, 2007 12:07 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Customer support



I'm with you Chris, not leaving 6.1 anytime soon for the same reasons.

As for Customer Support, I am not happy with them. I opened a call on 2/27
and Epicor has not adequately responded to the problem, and have had no
communication from them for a week (copying my account manager on all
emails).

Briefly stated, Mfg receipts of partials to stock do not consistently remove
all the costs from WIP, sometimes leaving thousands of dollars in WIP that
should have moved and don't unless the last partial move adds up to the
complete requirement for the job, and I don't know about anyone else, but
our yields are rarely 100%.

I posted a message to this group on 2/27 about this Mfg-Stock cost transfer
problems, and I find it hard to believe that no one else has this problem on
6.1

Norm Watkins
Engineering Manager
ELECPAC
Phone: 847-639-2307

-----Original Message-----
From: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
[mailto:vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com]On
Behalf
Of Gitzlaff, Christopher
Sent: Tuesday, March 20, 2007 7:40 AM
To: vantage
Subject: RE: [Vantage] Re: Customer support

We're not planning on leaving 6.1 anytime soon. It is stable, fast and
does everything we need. In regards to customer support - I'm not sure
why we're paying it (maybe as an insurance policy). We made 1 or 2
calls all of last year and support was less than helpful for either
call.

The only thing I've found remotely interesting about version 8 are the
form customization options. What do I get in return for a few features?

- Slower speeds
- The need to retrain all employees on the new system
- The "opportunity" to reinstall all workstations and data collection
units
- Purchase the new (and unimproved version) of Crystal so we can upgrade
our reports
- Replace old computers that are working fine so they can run the new
version
- 100% lock-in to a single OS
- Buy a new server?? - we might be able to get by on our current
- 1 to 2 months of testing

If we commit ourselves to that path, all options will be on the table.
We will be looking at other ERP solutions in addition to Vantage 8.

Chris Gitzlaff
Major Industries

-----Original Message-----
From: Stuart Noble [mailto:stuart@tmach. <mailto:stuart%40tmach.com.au>
com.au]
Sent: Monday, March 19, 2007 9:46 PM
To: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
Subject: RE: [Vantage] Re: Customer support

Don't worry Todd, no one will be left on 6.1 soon!

Any time I have highlighted a problem with the way 6.1 does something
recently, I get the standard response that the problem will be fixed in
a future version of Vantage.

I get the feeling they are trying to force us to upgrade, ala
Microsoft...

Stuart Noble
Thompson Meat Machinery

-----Original Message-----
From: vantage@... [mailto:vantage@...] On
Behalf
Of Todd Caughey
Sent: Tuesday, 20 March 2007 4:38 AM
To: vantage@...
Subject: RE: [Vantage] Re: Customer support

----------------------------------
"I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel."
----------------------------------

For that matter if the opposite is true and you do happen to have an
exceptional bit of service let them know. I always get a feedback survey
after calls are closed and they ask you to comment if not completely
satisfied. Do it! And if they do go above and beyond send an email to
the contact person on the survey request telling them that too. A little
positive reinforcement never hurts. I had a situation awhile back where
I called to get some advice about adding the codes for 3 new seats. Easy
question, easy answer. But while on the same call the tech asked if he
could help with another still open call I thought had been closed. Maybe
my expectations are too low but I was pleasantly surprised by this.

If I do have a bad support experience I usually try to distinguish "bad
service" from "not getting the answer I wanted". For bad service I never
hesitate to escalate. For the "not getting what I expected" situation I
usually try to work trhough my CAM to either get a better explanation or
find a route for expressing my opinion.

BTW - we are still on 6.1 and it has become fairly static & stable with
most support issues pretty easy so I've found service pretty good. The
volume of issues with 8.0/8.3 have me wondering what I'm in for next
year though.

-Todd C.

[Non-text portions of this message have been removed]

[Non-text portions of this message have been removed]

Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups. <http://groups.yahoo.com/group/vantage/files/.>
yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups. <http://groups.yahoo.com/group/vantage/messages>
yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups. <http://groups.yahoo.com/group/vantage/links>
yahoo.com/group/vantage/links
Yahoo! Groups Links






[Non-text portions of this message have been removed]

[system]

I started this..... and it's been almost 24 hrs since I sent an email
to all of the listed support managers. So far, no response from any of
them! I did get a reply from a 'Support Analysis' apologizing for the
delay. I couldn't read the font, couldn't understand the grammar, and
asked him to resend it. PLEASE NOTE... I am not trying to stir up
anything, only frustrated. As for leaving 6.1.. not a chance.

Jay Oberrieder

over $13,000 a year!

--- In vantage@yahoogroups.com, "Edward F. Fox, Jr." <efox@...> wrote:
>
> I can now say support has declined in quality. I just received a
call days
> after placing a call ticket rather that the hours it used to. I
would also
> add there was a language barrier.
>
>
>
> Edward F. Fox, Jr., CPA
>
> Controller
>
> Maxson Automatic Machinery Company
>
> Phone 401-596-1062 a Fax 401-596-1050
>
> www.maxsonautomatic.com <http://www.maxsonautomatic.com/>
>
>
>
> _____
>
> From: Norm Watkins [mailto:nwatkins@...]
> Sent: Tuesday, March 20, 2007 12:07 PM
> To: vantage@yahoogroups.com
> Subject: RE: [Vantage] Re: Customer support
>
>
>
> I'm with you Chris, not leaving 6.1 anytime soon for the same reasons.
>
> As for Customer Support, I am not happy with them. I opened a call
on 2/27
> and Epicor has not adequately responded to the problem, and have had no
> communication from them for a week (copying my account manager on all
> emails).
>
> Briefly stated, Mfg receipts of partials to stock do not
consistently remove
> all the costs from WIP, sometimes leaving thousands of dollars in
WIP that
> should have moved and don't unless the last partial move adds up to the
> complete requirement for the job, and I don't know about anyone
else, but
> our yields are rarely 100%.
>
> I posted a message to this group on 2/27 about this Mfg-Stock cost
transfer
> problems, and I find it hard to believe that no one else has this
problem on
> 6.1
>
> Norm Watkins
> Engineering Manager
> ELECPAC
> Phone: 847-639-2307
>
> -----Original Message-----
> From: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
> [mailto:vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com]On
> Behalf
> Of Gitzlaff, Christopher
> Sent: Tuesday, March 20, 2007 7:40 AM
> To: vantage
> Subject: RE: [Vantage] Re: Customer support
>
> We're not planning on leaving 6.1 anytime soon. It is stable, fast and
> does everything we need. In regards to customer support - I'm not sure
> why we're paying it (maybe as an insurance policy). We made 1 or 2
> calls all of last year and support was less than helpful for either
> call.
>
> The only thing I've found remotely interesting about version 8 are the
> form customization options. What do I get in return for a few features?
>
> - Slower speeds
> - The need to retrain all employees on the new system
> - The "opportunity" to reinstall all workstations and data collection
> units
> - Purchase the new (and unimproved version) of Crystal so we can upgrade
> our reports
> - Replace old computers that are working fine so they can run the new
> version
> - 100% lock-in to a single OS
> - Buy a new server?? - we might be able to get by on our current
> - 1 to 2 months of testing
>
> If we commit ourselves to that path, all options will be on the table.
> We will be looking at other ERP solutions in addition to Vantage 8.
>
> Chris Gitzlaff
> Major Industries
>
> -----Original Message-----
> From: Stuart Noble [mailto:stuart@tmach. <mailto:stuart%40tmach.com.au>
> com.au]
> Sent: Monday, March 19, 2007 9:46 PM
> To: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
> Subject: RE: [Vantage] Re: Customer support
>
> Don't worry Todd, no one will be left on 6.1 soon!
>
> Any time I have highlighted a problem with the way 6.1 does something
> recently, I get the standard response that the problem will be fixed in
> a future version of Vantage.
>
> I get the feeling they are trying to force us to upgrade, ala
> Microsoft...
>
> Stuart Noble
> Thompson Meat Machinery
>
> -----Original Message-----
> From: vantage@... [mailto:vantage@...] On
> Behalf
> Of Todd Caughey
> Sent: Tuesday, 20 March 2007 4:38 AM
> To: vantage@...
> Subject: RE: [Vantage] Re: Customer support
>
> ----------------------------------
> "I would recommend that everyone who has a problem with tech support
> should contact these managers to let them know how you feel."
> ----------------------------------
>
> For that matter if the opposite is true and you do happen to have an
> exceptional bit of service let them know. I always get a feedback survey
> after calls are closed and they ask you to comment if not completely
> satisfied. Do it! And if they do go above and beyond send an email to
> the contact person on the survey request telling them that too. A little
> positive reinforcement never hurts. I had a situation awhile back where
> I called to get some advice about adding the codes for 3 new seats. Easy
> question, easy answer. But while on the same call the tech asked if he
> could help with another still open call I thought had been closed. Maybe
> my expectations are too low but I was pleasantly surprised by this.
>
> If I do have a bad support experience I usually try to distinguish "bad
> service" from "not getting the answer I wanted". For bad service I never
> hesitate to escalate. For the "not getting what I expected" situation I
> usually try to work trhough my CAM to either get a better explanation or
> find a route for expressing my opinion.
>
> BTW - we are still on 6.1 and it has become fairly static & stable with
> most support issues pretty easy so I've found service pretty good. The
> volume of issues with 8.0/8.3 have me wondering what I'm in for next
> year though.
>
> -Todd C.
>
> [Non-text portions of this message have been removed]
>
> [Non-text portions of this message have been removed]
>
> Useful links for the Yahoo!Groups Vantage Board are: ( Note: You
must have
> already linked your email address to a yahoo id to enable access. )
> (1) To access the Files Section of our Yahoo!Group for Report
Builder and
> Crystal Reports and other 'goodies', please goto:
> http://groups. <http://groups.yahoo.com/group/vantage/files/.>
> yahoo.com/group/vantage/files/.
> (2) To search through old msg's goto:
> http://groups. <http://groups.yahoo.com/group/vantage/messages>
> yahoo.com/group/vantage/messages
> (3) To view links to Vendors that provide Vantage services goto:
> http://groups. <http://groups.yahoo.com/group/vantage/links>
> yahoo.com/group/vantage/links
> Yahoo! Groups Links
>
>
>
>
>
>
> [Non-text portions of this message have been removed]
>

[system]

Edward,

Are you saying they've sent support offshore?

Mike

________________________________

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of Edward F. Fox, Jr.
Sent: Tuesday, March 20, 2007 8:18 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Customer support



I can now say support has declined in quality. I just received a call
days
after placing a call ticket rather that the hours it used to. I would
also
add there was a language barrier.



Edward F. Fox, Jr., CPA

Controller

Maxson Automatic Machinery Company

Phone 401-596-1062 a Fax 401-596-1050

www.maxsonautomatic.com <http://www.maxsonautomatic.com/
<http://www.maxsonautomatic.com/> >

_____

From: Norm Watkins [mailto:nwatkins@...
<mailto:nwatkins%40elecpac.com> ]
Sent: Tuesday, March 20, 2007 12:07 PM
To: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com>
Subject: RE: [Vantage] Re: Customer support

I'm with you Chris, not leaving 6.1 anytime soon for the same reasons.

As for Customer Support, I am not happy with them. I opened a call on
2/27
and Epicor has not adequately responded to the problem, and have had no
communication from them for a week (copying my account manager on all
emails).

Briefly stated, Mfg receipts of partials to stock do not consistently
remove
all the costs from WIP, sometimes leaving thousands of dollars in WIP
that
should have moved and don't unless the last partial move adds up to the
complete requirement for the job, and I don't know about anyone else,
but
our yields are rarely 100%.

I posted a message to this group on 2/27 about this Mfg-Stock cost
transfer
problems, and I find it hard to believe that no one else has this
problem on
6.1

Norm Watkins
Engineering Manager
ELECPAC
Phone: 847-639-2307

-----Original Message-----
From: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
[mailto:vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com]On
Behalf
Of Gitzlaff, Christopher
Sent: Tuesday, March 20, 2007 7:40 AM
To: vantage
Subject: RE: [Vantage] Re: Customer support

We're not planning on leaving 6.1 anytime soon. It is stable, fast and
does everything we need. In regards to customer support - I'm not sure
why we're paying it (maybe as an insurance policy). We made 1 or 2
calls all of last year and support was less than helpful for either
call.

The only thing I've found remotely interesting about version 8 are the
form customization options. What do I get in return for a few features?

- Slower speeds
- The need to retrain all employees on the new system
- The "opportunity" to reinstall all workstations and data collection
units
- Purchase the new (and unimproved version) of Crystal so we can upgrade
our reports
- Replace old computers that are working fine so they can run the new
version
- 100% lock-in to a single OS
- Buy a new server?? - we might be able to get by on our current
- 1 to 2 months of testing

If we commit ourselves to that path, all options will be on the table.
We will be looking at other ERP solutions in addition to Vantage 8.

Chris Gitzlaff
Major Industries

-----Original Message-----
From: Stuart Noble [mailto:stuart@tmach. <mailto:stuart%40tmach.com.au>
com.au]
Sent: Monday, March 19, 2007 9:46 PM
To: vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com
Subject: RE: [Vantage] Re: Customer support

Don't worry Todd, no one will be left on 6.1 soon!

Any time I have highlighted a problem with the way 6.1 does something
recently, I get the standard response that the problem will be fixed in
a future version of Vantage.

I get the feeling they are trying to force us to upgrade, ala
Microsoft...

Stuart Noble
Thompson Meat Machinery

-----Original Message-----
From: vantage@... [mailto:vantage@...] On
Behalf
Of Todd Caughey
Sent: Tuesday, 20 March 2007 4:38 AM
To: vantage@...
Subject: RE: [Vantage] Re: Customer support

----------------------------------
"I would recommend that everyone who has a problem with tech support
should contact these managers to let them know how you feel."
----------------------------------

For that matter if the opposite is true and you do happen to have an
exceptional bit of service let them know. I always get a feedback survey
after calls are closed and they ask you to comment if not completely
satisfied. Do it! And if they do go above and beyond send an email to
the contact person on the survey request telling them that too. A little
positive reinforcement never hurts. I had a situation awhile back where
I called to get some advice about adding the codes for 3 new seats. Easy
question, easy answer. But while on the same call the tech asked if he
could help with another still open call I thought had been closed. Maybe
my expectations are too low but I was pleasantly surprised by this.

If I do have a bad support experience I usually try to distinguish "bad
service" from "not getting the answer I wanted". For bad service I never
hesitate to escalate. For the "not getting what I expected" situation I
usually try to work trhough my CAM to either get a better explanation or
find a route for expressing my opinion.

BTW - we are still on 6.1 and it has become fairly static & stable with
most support issues pretty easy so I've found service pretty good. The
volume of issues with 8.0/8.3 have me wondering what I'm in for next
year though.

-Todd C.

[Non-text portions of this message have been removed]

[Non-text portions of this message have been removed]

Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must
have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder
and
Crystal Reports and other 'goodies', please goto:
http://groups. <http://groups.yahoo.com/group/vantage/files/.
<http://groups.yahoo.com/group/vantage/files/.> >
yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups. <http://groups.yahoo.com/group/vantage/messages
<http://groups.yahoo.com/group/vantage/messages> >
yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups. <http://groups.yahoo.com/group/vantage/links
<http://groups.yahoo.com/group/vantage/links> >
yahoo.com/group/vantage/links
Yahoo! Groups Links

[Non-text portions of this message have been removed]




______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email
______________________________________________________________________



[Non-text portions of this message have been removed]