Epicor Support for 9.05 tickets---anyone else noticing lack of r

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1
Hi

We are on 9.04.505c. Every call we log sits unanswered for days.

Generally if we get a reply it is "working in the latest version".

I dont think they take in to account the costs involved in upgraded time and time again.


On Wednesday, 14 January 2015, 18:26, "Joe Douglas Trent jdtrent@... [vantage]" <vantage@yahoogroups.com> wrote:


  
<div id="ygrps-yiv-1855551992yiv6726315058ygrp-text">
  
  
  <div></div><div dir="ltr">We&#39;re one of those live sites as of 1/1. Yep, everybody&#39;s busy. We had a consultant on site last week, but really needed him this week as it turned out and he&#39;s booked somewhere else.<div><br clear="none"></div><div>Joe Trent</div></div><div class="ygrps-yiv-1855551992yiv6726315058yqt3348754834" id="ygrps-yiv-1855551992yiv6726315058yqt31248"><div class="ygrps-yiv-1855551992yiv6726315058gmail_extra"><br clear="none"><div class="ygrps-yiv-1855551992yiv6726315058gmail_quote">On Wed, Jan 14, 2015 at 11:13 AM, Todd Caughey <a rel="nofollow" shape="rect" target="_blank" href="mailto:tcaughey@...">tcaughey@...</a> [vantage] <span dir="ltr">&lt;<a rel="nofollow" shape="rect" target="_blank" href="mailto:vantage@yahoogroups.com">vantage@yahoogroups.com</a>&gt;</span> wrote:<br clear="none"><blockquote><span title="qreply"> <blockquote class="ygrps-yiv-1855551992yiv6726315058gmail_quote" style="border-left:1px #ccc solid;">

  
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  <div>
Not just 9.05 – we’ve had a couple E10 tickets in for over a week with no response.  My guess was that they are super busy with all the sites that went live at the first of the year.  Either new sites or upgrades to E10.  The consultants were very hard to book in December and I was told it was due to sites going live January 2-5.  Support is probably prioritizing the new sites.
 
-Todd C.
 
 
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]
Sent: Wednesday, January 14, 2015 8:05 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Support for 9.05 tickets---anyone else noticing lack of response?
 
 
I would bet they were all on vacation recently…
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]
Sent: Wednesday, January 14, 2015 9:04 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Epicor Support for 9.05 tickets---anyone else noticing lack of response?
 
 
We've been seeing a noticeable worsening of response time from Epicor Support in the past month or so and I'm curious if it's just us, or are others seeing it?  We've seen tickets entered but unassigned for up to a week after entry, open tickets that have been assigned to a support analyst sit without any contact / acknowledgement (besides the automated response), etc.  In some cases we've had to open new tickets to ask that *someone* address a previous open ticket.  We've had repeated email requests over many days to assigned techs, asking for updates, go ignored.  Likewise, adding an event to the ticket, asking for an update, doesn't seem to do anything either. 
 
We're on 9.05 and I understand the hot product is 10, but it's frustrating to not get the support we pay for.  We have escalated tickets through our CAM when necessary....but it just seems that it's becoming the norm rather than the exception. 
 
Sorry, this isn't intended as a rant.  So far none of our issues have been production critical, fortunately.  I'm just wondering if anyone else is seeing what we are.
 
</div>
 


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2

We've been seeing a noticeable worsening of response time from Epicor Support in the past month or so and I'm curious if it's just us, or are others seeing it?  We've seen tickets entered but unassigned for up to a week after entry, open tickets that have been assigned to a support analyst sit without any contact / acknowledgement (besides the automated response), etc.  In some cases we've had to open new tickets to ask that *someone* address a previous open ticket.  We've had repeated email requests over many days to assigned techs, asking for updates, go ignored.  Likewise, adding an event to the ticket, asking for an update, doesn't seem to do anything either. 


We're on 9.05 and I understand the hot product is 10, but it's frustrating to not get the support we pay for.  We have escalated tickets through our CAM when necessary....but it just seems that it's becoming the norm rather than the exception. 


Sorry, this isn't intended as a rant.  So far none of our issues have been production critical, fortunately.  I'm just wondering if anyone else is seeing what we are.


3

I would bet they were all on vacation recently…

 

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]
Sent: Wednesday, January 14, 2015 9:04 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Epicor Support for 9.05 tickets---anyone else noticing lack of response?

 

 

We've been seeing a noticeable worsening of response time from Epicor Support in the past month or so and I'm curious if it's just us, or are others seeing it?  We've seen tickets entered but unassigned for up to a week after entry, open tickets that have been assigned to a support analyst sit without any contact / acknowledgement (besides the automated response), etc.  In some cases we've had to open new tickets to ask that *someone* address a previous open ticket.  We've had repeated email requests over many days to assigned techs, asking for updates, go ignored.  Likewise, adding an event to the ticket, asking for an update, doesn't seem to do anything either. 

 

We're on 9.05 and I understand the hot product is 10, but it's frustrating to not get the support we pay for.  We have escalated tickets through our CAM when necessary....but it just seems that it's becoming the norm rather than the exception. 

 

Sorry, this isn't intended as a rant.  So far none of our issues have been production critical, fortunately.  I'm just wondering if anyone else is seeing what we are.

 

4
​Hi,
If you are having issues with responsiveness reach out directly to these people on the escalation list, I have a met and interacted with some of these folks at different times and I can tell you that most of not all of them take great care to be responsive and attentive. Sometimes the support techs will let something fall through the cracks (that happens everywhere) so see if you have better luck with these folks, though I do not recommend abusing these folks by forwarding them every request you get, use escalation when truly needed and I am sure you'll get pretty good results..



Jose C Gomez
Software Engineer


T: 904.469.1524 mobile

Quis custodiet ipsos custodes?

On Wed, Jan 14, 2015 at 9:03 AM, franklycurious80@... [vantage] <vantage@yahoogroups.com> wrote:

 
<div>
  
  
  <p></p><p><span style="word-spacing:normal;">We&#39;ve been seeing a noticeable worsening of response time from Epicor Support in the past month or so and I&#39;m curious if it&#39;s just us, or are others seeing it?  We&#39;ve seen tickets entered but unassigned for up to a week after entry, open tickets that have been assigned to a support analyst sit without any contact / acknowledgement (besides the automated response), etc.  In some cases we&#39;ve had to open new tickets to ask that *someone* address a previous open ticket.  We&#39;ve had repeated email requests over many days to assigned techs, asking for updates, go ignored.  Likewise, adding an event to the ticket, asking for an update, doesn&#39;t seem to do anything either. </span><br></p><p><br></p><p>We&#39;re on 9.05 and I understand the hot product is 10, but it&#39;s frustrating to not get the support we pay for.  We have escalated tickets through our CAM when necessary....but it just seems that it&#39;s becoming the norm rather than the exception. </p><p><br></p><p><span></span></p><p>Sorry, this isn&#39;t intended as a rant.  So far none of our issues have been production critical, fortunately.  I&#39;m just wondering if anyone else is seeing what we are.</p><p><span><br></span></p><p></p>

</div>
 


<div style="color:#fff;min-height:0;"></div>

5

Not just 9.05 – we’ve had a couple E10 tickets in for over a week with no response.  My guess was that they are super busy with all the sites that went live at the first of the year.  Either new sites or upgrades to E10.  The consultants were very hard to book in December and I was told it was due to sites going live January 2-5.  Support is probably prioritizing the new sites.

 

-Todd C.

 

 

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]
Sent: Wednesday, January 14, 2015 8:05 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Support for 9.05 tickets---anyone else noticing lack of response?

 

 

I would bet they were all on vacation recently…

 

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]
Sent: Wednesday, January 14, 2015 9:04 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Epicor Support for 9.05 tickets---anyone else noticing lack of response?

 

 

We've been seeing a noticeable worsening of response time from Epicor Support in the past month or so and I'm curious if it's just us, or are others seeing it?  We've seen tickets entered but unassigned for up to a week after entry, open tickets that have been assigned to a support analyst sit without any contact / acknowledgement (besides the automated response), etc.  In some cases we've had to open new tickets to ask that *someone* address a previous open ticket.  We've had repeated email requests over many days to assigned techs, asking for updates, go ignored.  Likewise, adding an event to the ticket, asking for an update, doesn't seem to do anything either. 

 

We're on 9.05 and I understand the hot product is 10, but it's frustrating to not get the support we pay for.  We have escalated tickets through our CAM when necessary....but it just seems that it's becoming the norm rather than the exception. 

 

Sorry, this isn't intended as a rant.  So far none of our issues have been production critical, fortunately.  I'm just wondering if anyone else is seeing what we are.

 

6
We're one of those live sites as of 1/1. Yep, everybody's busy. We had a consultant on site last week, but really needed him this week as it turned out and he's booked somewhere else.

Joe Trent

On Wed, Jan 14, 2015 at 11:13 AM, Todd Caughey tcaughey@... [vantage] <vantage@yahoogroups.com> wrote:

 
<div>
  
  
  <p>

Not just 9.05 – we’ve had a couple E10 tickets in for over a week with no response. My guess was that they are super busy with all the sites that went live at the first of the year. Either new sites or upgrades to E10. The consultants were very hard to book in December and I was told it was due to sites going live January 2-5. Support is probably prioritizing the new sites.

Â

-Todd C.

Â

Â

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]
Sent: Wednesday, January 14, 2015 8:05 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Support for 9.05 tickets---anyone else noticing lack of response?

Â

Â

I would bet they were all on vacation recently…

Â

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]
Sent: Wednesday, January 14, 2015 9:04 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Epicor Support for 9.05 tickets---anyone else noticing lack of response?

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We've been seeing a noticeable worsening of response time from Epicor Support in the past month or so and I'm curious if it's just us, or are others seeing it? We've seen tickets entered but unassigned for up to a week after entry, open tickets that have been assigned to a support analyst sit without any contact / acknowledgement (besides the automated response), etc. In some cases we've had to open new tickets to ask that *someone* address a previous open ticket. We've had repeated email requests over many days to assigned techs, asking for updates, go ignored. Likewise, adding an event to the ticket, asking for an update, doesn't seem to do anything either.Â

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We're on 9.05 and I understand the hot product is 10, but it's frustrating to not get the support we pay for. We have escalated tickets through our CAM when necessary....but it just seems that it's becoming the norm rather than the exception.Â

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Sorry, this isn't intended as a rant. So far none of our issues have been production critical, fortunately. I'm just wondering if anyone else is seeing what we are.

 

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