Thats FIAT. Fix it again Tom.
1 Like
Support has always been hard to address, I believe part of it is normal, being a support area myself. But yes, lately it seems to be degrading.
I have cases opened almost a year ago, with minimum responses and long times of wait between them. Then, as you pointed some of them get closed relating a Problem solved that is not what was reported…
Even escalating the ticket has taken 3 weeks to get a response(being the response that it will be assigned to someone) and waiting more weeks for that.
Also, an interesting behaviour now is that support closes your ticket after a while and rewrite it in another.
That’s why I consider Epiccare is having trouble to address the tickets, more than ever apparently. Let’s hope it gets better soon.
Yup, over the 20 odd years of using Epicor I can only agree that support has become worse and worse.
Like you say the standard response is to be fobbed off and to be immediately disbelieved.
On one occasion I found a licensing error that caused the whole system to be almost unusable. I spent weeks trying to get support to do something, I sent copies of our databases, showed them the issue. Still they disbelieved there was an issue. THEN someone else had the same issue, and more people. All of a sudden the tech team got involved and announced a bug. The error was resolved within 48 hours but it took over 4 weeks to actually get it acknowledged.
What upsets me most is some of the UK staff that I have worked with for years and have been excellent in their responses have lessened their support and assistance.
There is an endemic problem with support nowadays. I tend not to even approach them as they will be of no help. Not bad for a 6 figure support package!
2 Likes
100% agree with this!
Live screen share would be exceptionally useful (ideally it should record by default for both sides’ records too) - this would save masses of time in both collecting and reviewing information for everyone.
Interacting with customers verbally instead of in writing-only will probably help with some of the “personality issues” we’ve witnessed from some (not all) of the support team.
Found the extrovert!
4 Likes
1000000% agree with this one. I’ve had a few Teams/screenshare meetings with some of their people and it works wonders. Collaborative work in a fraction of the time of trading screencaps and emails and logfiles and such.
(Unfortunately it was mostly development and not so much the ongoing support/bug-fix stuff…but one can dream)
4 Likes
I don’t want to bring more negativity here, but maybe a tip I started to use. RECORD the issue it and attach the video to the call. You can’t deny the evidence and it will help them a lot.
4 Likes
Sad that it’s gotten to that level…but it shouldn’t be considered “negativity” if it’s a leverage point to get the product support required.
1 Like
Sure they can. They do it every day.
1 Like
I’ll just add my experience to this and my recipe for success with Epicor Support.
First, I always test to see if the problem is an “us” probelm or an “Epicor” problem by scouring epiusers and the problem repository for corraborating evidence or solutions.
Second, if I finding nothing, I will typically post here first because you guys are amazing and have typically found solutions or workarounds.
THEN, failing the above, I Create a Case on Epicor (and copy all my people on it).
Here goes, FWIW:
-
You have to remove all doubt that the issue you are presenting is not associated with any layers or customizations and is INDEED an issue. They typically automatically “deny” the first response by asking you if you have any customizations or layers… avoid that by:
-
Create a Video displaying the problem both verbally and visually in a non-aggressive, condescending way. Show them various ways that you’ve approached the probelm (i.e. if it is a problem from one screen and not another, etc.) I never submit a case without a video detailing the problem, it removes a great deal of aggravation for me (and I assume them).
-
Be very clear in your written response and provide the steps to achieve the problem, similar to the way that you see in their cases that have successfully turned into problems (PRB122345, etc.).
-
Follow up in 24 hours if the rep. assigned hasn’t reached out via the ticket.
-
I check in every Friday on every one of my cases and either provide more feedback or specifically ask for feedback.
-
Escalate a case if you are entering legit questions and receiving no response…
-
I also, typically, will provide a URL to epiusers.help when a number of users have outlined the same problem or are solutioning a problem to show that others have the same issue and it’s not just me…
We are pretty successful getting Epicor responses and Problmes resolved probably because we are cordial and succint in our communications. We’ve even had number of ideas convert to updates over the past year.
Good hunting!
7 Likes
Great, can you please have them fix the issue where the BAQ designer launches in the wrong company in the browser? Have had that submitted and rejected several times now. Also the new problem where when you have more than one table in your baq, and you try to type to filter in the display fields tab, and it shows fields from a different table.
9 Likes
I’m surprised they didn’t jump on that as it seems pretty clear if you demonstrated it was reproducible every time. We are not a multi-company in Epicor.
We also did not move from classic to Kinetic; we started in Kinetic about 15 months ago. We went live as of this past September - All told, we have had dozens of tickets in, and for the most part, the experience has been pretty good for us. I also realize that Epicor is enormous, and we are a pretty small company (relatively) - so I feel their timeline has not been too bad with regard to how long it takes to acknowledge a problem.
Let’s not forget to bash the devs for causing all these bugs in the first place…
3 Likes
Developers make mistakes. The key is making sure you find all the 
before you release to the public.
2 Likes
(not sure if responding to subject or thread)
4 Likes
One vote for Option C - all of the above.
1 Like
Its cause they have to use App Studio 
7 Likes