Epicor Support Stupid Rules

This was a good thread regarding vendor performance, (keeping in mind that
Epicor is a Vendor). The members, for the most part, stated their concerns
with a minimum of editorial, that seems to have reached into key area's of
Epicor's Corporate structure. Since, phone support is a giant chunk of
license fee's users have a reasonable expectation of quality performance.
There isn't an overnight fix but getting their attention is sometimes half
the battle. Hopefully, those responsible will do their best to address
their customer's concerns.

Shirley Graver

_____

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
Brian Stenglein
Sent: Friday, January 27, 2006 8:48 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: Epicor Support Stupid Rules

Complaining does help. I received a phone call from an Epicor
employee who saw my posting on here and agreed that Techs should be
alerted when a posting is made through ePortal. He is going to make
the change. I also received follow ups on my 2 open calls, but still
no progress on solutions.

Brian Stenglein
Clow Stamping Co.


--- In vantage@yahoogroups.com, "Brian Stenglein" <bstenglein@c...>
wrote:
>
> Yes I agree, we need to give feedback. I assume you all get the e-
> mail after a call is closed that lists Joe Jasper, Rhonda Spah, and
> Virginia Johnsons e-mail addresses inviting us to send feedback if
> not completely satisfied.
>
> Well I've got a couple of calls that have been open for a while and
> I'm not getting answers. On one of the calls I was not willing to
> accept the response from development so I attempted to escalate it
to
> Rhonda back around the end of December. She happened to be on
> vacation at the time so Chris handled it. I've also got some
issues
> with how they use the ePortal software to manage calls so I sent an
e-
> mail Chris and CC'd Joe and Rhonda. I thought you guy's might like
> to read it as I mentioned the issues I have with their use of
ePortal
> and that there were a lot of unhappy customers on the yahoogroup.
>
> Chris,
>
> I would like a follow up on this call. It has been nearly a month
> since our last recorded conversation and a month and a half since I
> opened the call with Anita.
>
> I'm looking at the call record in ePortal and I noticed that our
last
> conversation, in early January, where you said you agreed with my
> findings and that you were going to re-submit the problem to
> development now that you understood it better, is not recorded
> anywhere. Since then I've called in two other times and talked to
> Tom Fidler both times about other issues. Both times I mentioned
> that the last call between us was not recorded and that I would
like
> a call from you following up on the issue. He did not make a
record
> of either conversation on the call.
>
> I have another open call 1581128 that I would like some feedback on
> as well, it was opened on 1/6/06.
>
> One other comment I'd like to make is something I discussed with
Tom
> on my last call regarding ePortal. I asked him if support techs
are
> alerted when someone makes an entry on a call through ePortal. He
> said no, there is no alert, they won't find out about it until they
> look back at the call for another reason. Since you request people
> to use ePortal to cut down on calls, it seems to me that you should
> be responsive to the entries made there, but everytime I've used it
> to communicate with the support tech on the call, I never get a
> response. That is not good use of technology and not good customer
> service. At Perspectives, Epicor made a big to-do about how
> outstanding their customer service is. If you take a look at the
> yahoogroup discussion the last couple of days you'll find out that
> I'm not the only unhappy customer.
>
> Thank you for your attention,
>
> Brian Stenglein
> Clow Stamping Co.
>
>







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[Non-text portions of this message have been removed]
Stupid Rule Number 1: there's a time limit on the length of the call. I just got told we had to finish the call because of this. Was going through our open list of calls and had the person duplicate two issues that they haven't been able to. Was going to the third when this happened.

[Non-text portions of this message have been removed]
It's probably the teckie's rule. I bet they get "graded" on how quickly
they get the call finished....whether or not they actually help the person
or not.


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf Of
Chris Robisch
Sent: Tuesday, January 24, 2006 2:25 PM
To: Yahoo Vantage
Subject: [Vantage] Epicor Support Stupid Rules


Stupid Rule Number 1: there's a time limit on the length of the call. I
just got told we had to finish the call because of this. Was going through
our open list of calls and had the person duplicate two issues that they
haven't been able to. Was going to the third when this happened.

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



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[Non-text portions of this message have been removed]
IT columnist and author of the weekly e-letter "Keep the Joint Running" (KJR) Bob Lewis has had a lot to say about the unintended consequences of setting certain measurements and goals. In this case they probably have a measure and goal to respond to new calls within a given time frame...but the consequence is chopping off existing calls. I think I would be escallating this up the chain of management very very quickly just until it reaches one level above where they care more about the "numbers" than the customer.
-Todd C.

PS To check out Bob's past columns go to: http://www.issurvivor.com/


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf Of Chris Robisch
Sent: Tuesday, January 24, 2006 2:25 PM
To: Yahoo Vantage
Subject: [Vantage] Epicor Support Stupid Rules


Stupid Rule Number 1: there's a time limit on the length of the call. I just got told we had to finish the call because of this. Was going through our open list of calls and had the person duplicate two issues that they haven't been able to. Was going to the third when this happened.

[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




SPONSORED LINKS
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_____




[Non-text portions of this message have been removed]
According to Rhonda Spah, there's no such rule, and she will make sure everyone in Support understands. There are cases where the person answering the phone may not have the luxury of spending too much time on a particular incident because other calls aren't being answered. If that's the case, I'm more than willing to give up my time to someone else so they continue to answer calls. But please tell me that's the reason, not "this call is over the time limit."

----- Original Message -----
From: "Paul Lipham" <pml@...>
To: <vantage@yahoogroups.com>
Sent: Tuesday, January 24, 2006 1:45 PM
Subject: RE: [Vantage] Epicor Support Stupid Rules


It's probably the teckie's rule. I bet they get "graded" on how quickly they get the call finished....whether or not they actually help the person or not.

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf Of
Chris Robisch
Sent: Tuesday, January 24, 2006 2:25 PM
To: Yahoo Vantage
Subject: [Vantage] Epicor Support Stupid Rules

Stupid Rule Number 1: there's a time limit on the length of the call. I just got told we had to finish the call because of this. Was going through our open list of calls and had the person duplicate two issues that they haven't been able to. Was going to the third when this happened.


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

Now I see...the reason I'm not getting call backs on MY open issues is because you're monopolizing their time!

*grin*

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf Of Chris Robisch
Sent: Tuesday, January 24, 2006 2:47 PM
To: vantage@yahoogroups.com
Subject: Re: [Vantage] Epicor Support Stupid Rules


According to Rhonda Spah, there's no such rule, and she will make sure everyone in Support understands. There are cases where the person answering the phone may not have the luxury of spending too much time on a particular incident because other calls aren't being answered. If that's the case, I'm more than willing to give up my time to someone else so they continue to answer calls. But please tell me that's the reason, not "this call is over the time limit."

----- Original Message -----
From: "Paul Lipham" <pml@...>
To: <vantage@yahoogroups.com>
Sent: Tuesday, January 24, 2006 1:45 PM
Subject: RE: [Vantage] Epicor Support Stupid Rules


It's probably the teckie's rule. I bet they get "graded" on how quickly they get the call finished....whether or not they actually help the person or not.

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf Of
Chris Robisch
Sent: Tuesday, January 24, 2006 2:25 PM
To: Yahoo Vantage
Subject: [Vantage] Epicor Support Stupid Rules

Stupid Rule Number 1: there's a time limit on the length of the call. I just got told we had to finish the call because of this. Was going through our open list of calls and had the person duplicate two issues that they haven't been able to. Was going to the third when this happened.


[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



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_____




[Non-text portions of this message have been removed]
I haven't experienced those issues in particular, but I have
definitely experienced the declining value of the support team. We
have been on Vantage for several years, and the first couple, Vantage
support was fantastic. We rarely had a problem that they were not
able to fix.

Now, I pretty much count on our problems not being fixed each time I
log a new call. They close the calls out immediately, because (I'm
sure it's another metric) they say they are not allowed to keep the
calls open for very long...? I have had 5 issues in a row that I
have logged with them that they have not fixed, yet they closed the
calls. It is rather frustrating.

Ryan

--- In vantage@yahoogroups.com, "Mike Lowe" <MLowe@c...> wrote:
>
> Ah ha!
>
> Now I see...the reason I'm not getting call backs on MY open issues
is because you're monopolizing their time!
>
> *grin*
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of Chris Robisch
> Sent: Tuesday, January 24, 2006 2:47 PM
> To: vantage@yahoogroups.com
> Subject: Re: [Vantage] Epicor Support Stupid Rules
>
>
> According to Rhonda Spah, there's no such rule, and she will make
sure everyone in Support understands. There are cases where the
person answering the phone may not have the luxury of spending too
much time on a particular incident because other calls aren't being
answered. If that's the case, I'm more than willing to give up my
time to someone else so they continue to answer calls. But please
tell me that's the reason, not "this call is over the time limit."
>
> ----- Original Message -----
> From: "Paul Lipham" <pml@a...>
> To: <vantage@yahoogroups.com>
> Sent: Tuesday, January 24, 2006 1:45 PM
> Subject: RE: [Vantage] Epicor Support Stupid Rules
>
>
> It's probably the teckie's rule. I bet they get "graded" on how
quickly they get the call finished....whether or not they actually
help the person or not.
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of
> Chris Robisch
> Sent: Tuesday, January 24, 2006 2:25 PM
> To: Yahoo Vantage
> Subject: [Vantage] Epicor Support Stupid Rules
>
> Stupid Rule Number 1: there's a time limit on the length of the
call. I just got told we had to finish the call because of this. Was
going through our open list of calls and had the person duplicate two
issues that they haven't been able to. Was going to the third when
this happened.
>
>
> [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
>
>
>
> * Visit your group " vantage
<http://groups.yahoo.com/group/vantage> " on the web.
>
>
> * To unsubscribe from this group, send an email to:
> vantage-unsubscribe@yahoogroups.com <mailto:vantage-
unsubscribe@yahoogroups.com?subject=Unsubscribe>
>
>
> * Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service <http://docs.yahoo.com/info/terms/> .
>
>
> _____
>
>
>
>
> [Non-text portions of this message have been removed]
>
I agree with the declining value of Vantage support. One of the main reasons we chose Vantage over a competitor was the quality of support which was great. Now the issues do not get resolved in a timely manner and the issue is simply dropped if we don't follow up consistently.

Abe
----- Original Message -----
From: rmrindler
To: vantage@yahoogroups.com
Sent: Wednesday, January 25, 2006 8:05 AM
Subject: [Vantage] Re: Epicor Support Stupid Rules


I haven't experienced those issues in particular, but I have
definitely experienced the declining value of the support team. We
have been on Vantage for several years, and the first couple, Vantage
support was fantastic. We rarely had a problem that they were not
able to fix.

Now, I pretty much count on our problems not being fixed each time I
log a new call. They close the calls out immediately, because (I'm
sure it's another metric) they say they are not allowed to keep the
calls open for very long...? I have had 5 issues in a row that I
have logged with them that they have not fixed, yet they closed the
calls. It is rather frustrating.

Ryan

--- In vantage@yahoogroups.com, "Mike Lowe" <MLowe@c...> wrote:
>
> Ah ha!
>
> Now I see...the reason I'm not getting call backs on MY open issues
is because you're monopolizing their time!
>
> *grin*
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of Chris Robisch
> Sent: Tuesday, January 24, 2006 2:47 PM
> To: vantage@yahoogroups.com
> Subject: Re: [Vantage] Epicor Support Stupid Rules
>
>
> According to Rhonda Spah, there's no such rule, and she will make
sure everyone in Support understands. There are cases where the
person answering the phone may not have the luxury of spending too
much time on a particular incident because other calls aren't being
answered. If that's the case, I'm more than willing to give up my
time to someone else so they continue to answer calls. But please
tell me that's the reason, not "this call is over the time limit."
>
> ----- Original Message -----
> From: "Paul Lipham" <pml@a...>
> To: <vantage@yahoogroups.com>
> Sent: Tuesday, January 24, 2006 1:45 PM
> Subject: RE: [Vantage] Epicor Support Stupid Rules
>
>
> It's probably the teckie's rule. I bet they get "graded" on how
quickly they get the call finished....whether or not they actually
help the person or not.
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of
> Chris Robisch
> Sent: Tuesday, January 24, 2006 2:25 PM
> To: Yahoo Vantage
> Subject: [Vantage] Epicor Support Stupid Rules
>
> Stupid Rule Number 1: there's a time limit on the length of the
call. I just got told we had to finish the call because of this. Was
going through our open list of calls and had the person duplicate two
issues that they haven't been able to. Was going to the third when
this happened.
>
>
> [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
>
>
>
> * Visit your group " vantage
<http://groups.yahoo.com/group/vantage> " on the web.
>
>
> * To unsubscribe from this group, send an email to:
> vantage-unsubscribe@yahoogroups.com <mailto:vantage-
unsubscribe@yahoogroups.com?subject=Unsubscribe>
>
>
> * Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service <http://docs.yahoo.com/info/terms/> .
>
>
> _____
>
>
>
>
> [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



SPONSORED LINKS Manufacturing software Membership database software Database mortgage software
Pda database software Database management software Database marketing software


------------------------------------------------------------------------------
YAHOO! GROUPS LINKS

a.. Visit your group "vantage" on the web.

b.. To unsubscribe from this group, send an email to:
vantage-unsubscribe@yahoogroups.com

c.. Your use of Yahoo! Groups is subject to the Yahoo! Terms of Service.


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[Non-text portions of this message have been removed]
I would also agree with the decline of Vantage support. I have called
several times lately and they always have to call me back or e-mail with
a solution. It's definitely not like it used to be when they would stay
on the phone with you till it was fixed or the question was answered.



_____

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of Abe Klassen
Sent: Wednesday, January 25, 2006 9:40 AM
To: vantage@yahoogroups.com
Subject: Re: [Vantage] Re: Epicor Support Stupid Rules



I agree with the declining value of Vantage support. One of the main
reasons we chose Vantage over a competitor was the quality of support
which was great. Now the issues do not get resolved in a timely manner
and the issue is simply dropped if we don't follow up consistently.

Abe
----- Original Message -----
From: rmrindler
To: vantage@yahoogroups.com
Sent: Wednesday, January 25, 2006 8:05 AM
Subject: [Vantage] Re: Epicor Support Stupid Rules


I haven't experienced those issues in particular, but I have
definitely experienced the declining value of the support team. We
have been on Vantage for several years, and the first couple, Vantage
support was fantastic. We rarely had a problem that they were not
able to fix.

Now, I pretty much count on our problems not being fixed each time I
log a new call. They close the calls out immediately, because (I'm
sure it's another metric) they say they are not allowed to keep the
calls open for very long...? I have had 5 issues in a row that I
have logged with them that they have not fixed, yet they closed the
calls. It is rather frustrating.

Ryan

--- In vantage@yahoogroups.com, "Mike Lowe" <MLowe@c...> wrote:
>
> Ah ha!
>
> Now I see...the reason I'm not getting call backs on MY open issues
is because you're monopolizing their time!
>
> *grin*
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of Chris Robisch
> Sent: Tuesday, January 24, 2006 2:47 PM
> To: vantage@yahoogroups.com
> Subject: Re: [Vantage] Epicor Support Stupid Rules
>
>
> According to Rhonda Spah, there's no such rule, and she will make
sure everyone in Support understands. There are cases where the
person answering the phone may not have the luxury of spending too
much time on a particular incident because other calls aren't being
answered. If that's the case, I'm more than willing to give up my
time to someone else so they continue to answer calls. But please
tell me that's the reason, not "this call is over the time limit."
>
> ----- Original Message -----
> From: "Paul Lipham" <pml@a...>
> To: <vantage@yahoogroups.com>
> Sent: Tuesday, January 24, 2006 1:45 PM
> Subject: RE: [Vantage] Epicor Support Stupid Rules
>
>
> It's probably the teckie's rule. I bet they get "graded" on how
quickly they get the call finished....whether or not they actually
help the person or not.
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of
> Chris Robisch
> Sent: Tuesday, January 24, 2006 2:25 PM
> To: Yahoo Vantage
> Subject: [Vantage] Epicor Support Stupid Rules
>
> Stupid Rule Number 1: there's a time limit on the length of the
call. I just got told we had to finish the call because of this. Was
going through our open list of calls and had the person duplicate two
issues that they haven't been able to. Was going to the third when
this happened.
>
>
> [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/.
<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
>
>
>
> * Visit your group " vantage
<http://groups.yahoo.com/group/vantage> " on the web.
>
>
> * To unsubscribe from this group, send an email to:
> vantage-unsubscribe@yahoogroups.com <mailto:vantage-
unsubscribe@yahoogroups.com?subject=Unsubscribe>
>
>
> * Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service <http://docs.yahoo.com/info/terms/> .
>
>
> _____
>
>
>
>
> [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/.
<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



SPONSORED LINKS Manufacturing software Membership database software
Database mortgage software
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marketing software


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YAHOO! GROUPS LINKS

a.. Visit your group "vantage" on the web.

b.. To unsubscribe from this group, send an email to:
vantage-unsubscribe@yahoogroups.com

c.. Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service.


------------------------------------------------------------------------
------



[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/.
<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




SPONSORED LINKS

Manufacturing software
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ring+software&w2=Membership+database+software&w3=Database+mortgage+softw
are&w4=Pda+database+software&w5=Database+management+software&w6=Database
+marketing+software&c=6&s=188&.sig=OG5F3819UOUOg63i0bu6kA>

Membership database software
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ufacturing+software&w2=Membership+database+software&w3=Database+mortgage
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tabase+marketing+software&c=6&s=188&.sig=N5BGdur84p-jyuOomcQdbQ>

Database mortgage software
<http://groups.yahoo.com/gads?t=ms&k=Database+mortgage+software&w1=Manuf
acturing+software&w2=Membership+database+software&w3=Database+mortgage+s
oftware&w4=Pda+database+software&w5=Database+management+software&w6=Data
base+marketing+software&c=6&s=188&.sig=8rvcSQnCqJhTCZu-0Si39A>

Pda database software
<http://groups.yahoo.com/gads?t=ms&k=Pda+database+software&w1=Manufactur
ing+software&w2=Membership+database+software&w3=Database+mortgage+softwa
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marketing+software&c=6&s=188&.sig=u3KQrTRPAQfsWIT39aHDkg>

Database management software
<http://groups.yahoo.com/gads?t=ms&k=Database+management+software&w1=Man
ufacturing+software&w2=Membership+database+software&w3=Database+mortgage
+software&w4=Pda+database+software&w5=Database+management+software&w6=Da
tabase+marketing+software&c=6&s=188&.sig=R3CF3ODPY4gwjDZjykQYvw>

Database marketing software
<http://groups.yahoo.com/gads?t=ms&k=Database+marketing+software&w1=Manu
facturing+software&w2=Membership+database+software&w3=Database+mortgage+
software&w4=Pda+database+software&w5=Database+management+software&w6=Dat
abase+marketing+software&c=6&s=188&.sig=lmBkRUiBtvHI1u5dkymDcw>



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* To unsubscribe from this group, send an email to:
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_____



[Non-text portions of this message have been removed]
I also agree with the poor Vantage support over the last two years. Vantage
6.1 support is declining and apparently Vantage 8.0 support is even worst.
If you call is assigned to Phil Berglund, Barry Naisbett or Bradley Johnson
your in good hands, other than that, good luck.

-----Original Message-----
From: Abe Klassen [mailto:ak@...]
Sent: Wednesday, January 25, 2006 9:40 AM
To: vantage@yahoogroups.com
Subject: Re: [Vantage] Re: Epicor Support Stupid Rules


I agree with the declining value of Vantage support. One of the main reasons
we chose Vantage over a competitor was the quality of support which was
great. Now the issues do not get resolved in a timely manner and the issue
is simply dropped if we don't follow up consistently.

Abe
----- Original Message -----
From: rmrindler
To: vantage@yahoogroups.com
Sent: Wednesday, January 25, 2006 8:05 AM
Subject: [Vantage] Re: Epicor Support Stupid Rules


I haven't experienced those issues in particular, but I have
definitely experienced the declining value of the support team. We
have been on Vantage for several years, and the first couple, Vantage
support was fantastic. We rarely had a problem that they were not
able to fix.

Now, I pretty much count on our problems not being fixed each time I
log a new call. They close the calls out immediately, because (I'm
sure it's another metric) they say they are not allowed to keep the
calls open for very long...? I have had 5 issues in a row that I
have logged with them that they have not fixed, yet they closed the
calls. It is rather frustrating.

Ryan

--- In vantage@yahoogroups.com, "Mike Lowe" <MLowe@c...> wrote:
>
> Ah ha!
>
> Now I see...the reason I'm not getting call backs on MY open issues
is because you're monopolizing their time!
>
> *grin*
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of Chris Robisch
> Sent: Tuesday, January 24, 2006 2:47 PM
> To: vantage@yahoogroups.com
> Subject: Re: [Vantage] Epicor Support Stupid Rules
>
>
> According to Rhonda Spah, there's no such rule, and she will make
sure everyone in Support understands. There are cases where the
person answering the phone may not have the luxury of spending too
much time on a particular incident because other calls aren't being
answered. If that's the case, I'm more than willing to give up my
time to someone else so they continue to answer calls. But please
tell me that's the reason, not "this call is over the time limit."
>
> ----- Original Message -----
> From: "Paul Lipham" <pml@a...>
> To: <vantage@yahoogroups.com>
> Sent: Tuesday, January 24, 2006 1:45 PM
> Subject: RE: [Vantage] Epicor Support Stupid Rules
>
>
> It's probably the teckie's rule. I bet they get "graded" on how
quickly they get the call finished....whether or not they actually
help the person or not.
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of
> Chris Robisch
> Sent: Tuesday, January 24, 2006 2:25 PM
> To: Yahoo Vantage
> Subject: [Vantage] Epicor Support Stupid Rules
>
> Stupid Rule Number 1: there's a time limit on the length of the
call. I just got told we had to finish the call because of this. Was
going through our open list of calls and had the person duplicate two
issues that they haven't been able to. Was going to the third when
this happened.
>
>
> [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
>
>
>
> * Visit your group " vantage
<http://groups.yahoo.com/group/vantage> " on the web.
>
>
> * To unsubscribe from this group, send an email to:
> vantage-unsubscribe@yahoogroups.com <mailto:vantage-
unsubscribe@yahoogroups.com?subject=Unsubscribe>
>
>
> * Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service <http://docs.yahoo.com/info/terms/> .
>
>
> _____
>
>
>
>
> [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



SPONSORED LINKS Manufacturing software Membership database software
Database mortgage software
Pda database software Database management software Database
marketing software


----------------------------------------------------------------------------
--
YAHOO! GROUPS LINKS

a.. Visit your group "vantage" on the web.

b.. To unsubscribe from this group, send an email to:
vantage-unsubscribe@yahoogroups.com

c.. Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service.


----------------------------------------------------------------------------
--



[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









[Non-text portions of this message have been removed]
I hate when they "close" the call for there metrics but the call isn't
really closed!

I love when I can vote about support or service, then I "close" the call if
you know what I mean :)

What version are you having troubles with?

I am still debating to go with V8 or not but I think it is best to still
wait 6 months or so.
To put it bluntly I do not trust epicor. Their code or their support.

Innovative Office Products, Inc.
Frank Zeigafuse
General Manager
610-559-6369
fzeigafuse@...


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
rmrindler
Sent: Wednesday, January 25, 2006 8:06 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: Epicor Support Stupid Rules


I haven't experienced those issues in particular, but I have
definitely experienced the declining value of the support team. We
have been on Vantage for several years, and the first couple, Vantage
support was fantastic. We rarely had a problem that they were not
able to fix.

Now, I pretty much count on our problems not being fixed each time I
log a new call. They close the calls out immediately, because (I'm
sure it's another metric) they say they are not allowed to keep the
calls open for very long...? I have had 5 issues in a row that I
have logged with them that they have not fixed, yet they closed the
calls. It is rather frustrating.

Ryan

--- In vantage@yahoogroups.com, "Mike Lowe" <MLowe@c...> wrote:
>
> Ah ha!
>
> Now I see...the reason I'm not getting call backs on MY open issues
is because you're monopolizing their time!
>
> *grin*
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of Chris Robisch
> Sent: Tuesday, January 24, 2006 2:47 PM
> To: vantage@yahoogroups.com
> Subject: Re: [Vantage] Epicor Support Stupid Rules
>
>
> According to Rhonda Spah, there's no such rule, and she will make
sure everyone in Support understands. There are cases where the
person answering the phone may not have the luxury of spending too
much time on a particular incident because other calls aren't being
answered. If that's the case, I'm more than willing to give up my
time to someone else so they continue to answer calls. But please
tell me that's the reason, not "this call is over the time limit."
>
> ----- Original Message -----
> From: "Paul Lipham" <pml@a...>
> To: <vantage@yahoogroups.com>
> Sent: Tuesday, January 24, 2006 1:45 PM
> Subject: RE: [Vantage] Epicor Support Stupid Rules
>
>
> It's probably the teckie's rule. I bet they get "graded" on how
quickly they get the call finished....whether or not they actually
help the person or not.
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of
> Chris Robisch
> Sent: Tuesday, January 24, 2006 2:25 PM
> To: Yahoo Vantage
> Subject: [Vantage] Epicor Support Stupid Rules
>
> Stupid Rule Number 1: there's a time limit on the length of the
call. I just got told we had to finish the call because of this. Was
going through our open list of calls and had the person duplicate two
issues that they haven't been able to. Was going to the third when
this happened.
>
>
> [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
>
>
>
> * Visit your group " vantage
<http://groups.yahoo.com/group/vantage> " on the web.
>
>
> * To unsubscribe from this group, send an email to:
> vantage-unsubscribe@yahoogroups.com <mailto:vantage-
unsubscribe@yahoogroups.com?subject=Unsubscribe>
>
>
> * Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service <http://docs.yahoo.com/info/terms/> .
>
>
> _____
>
>
>
>
> [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
The good one is they "close" an open issue and then you get the survey on how you think the help was... is that pointless or what. I just never do the survey.
We just went live on Vantage two weeks ago. With the exception of 2 people in support, support has been useless. Last night I called support because I was trying to void a shipment, but couldn't because I was getting an error. I waited on hold for 15 mintues to find out that I should click the red x. I was put on hold again, after I clarified my question. The tech reported back that they had spoken with others and they all agree to click the red x. All that did was close the window, not fix my problem. I would hope that people calling support are past the level of not knowing how to close a window........

rmrindler <rrindler@...> wrote:
I haven't experienced those issues in particular, but I have
definitely experienced the declining value of the support team. We
have been on Vantage for several years, and the first couple, Vantage
support was fantastic. We rarely had a problem that they were not
able to fix.

Now, I pretty much count on our problems not being fixed each time I
log a new call. They close the calls out immediately, because (I'm
sure it's another metric) they say they are not allowed to keep the
calls open for very long...? I have had 5 issues in a row that I
have logged with them that they have not fixed, yet they closed the
calls. It is rather frustrating.

Ryan

--- In vantage@yahoogroups.com, "Mike Lowe" <MLowe@c...> wrote:
>
> Ah ha!
>
> Now I see...the reason I'm not getting call backs on MY open issues
is because you're monopolizing their time!
>
> *grin*
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of Chris Robisch
> Sent: Tuesday, January 24, 2006 2:47 PM
> To: vantage@yahoogroups.com
> Subject: Re: [Vantage] Epicor Support Stupid Rules
>
>
> According to Rhonda Spah, there's no such rule, and she will make
sure everyone in Support understands. There are cases where the
person answering the phone may not have the luxury of spending too
much time on a particular incident because other calls aren't being
answered. If that's the case, I'm more than willing to give up my
time to someone else so they continue to answer calls. But please
tell me that's the reason, not "this call is over the time limit."
>
> ----- Original Message -----
> From: "Paul Lipham" <pml@a...>
> To: <vantage@yahoogroups.com>
> Sent: Tuesday, January 24, 2006 1:45 PM
> Subject: RE: [Vantage] Epicor Support Stupid Rules
>
>
> It's probably the teckie's rule. I bet they get "graded" on how
quickly they get the call finished....whether or not they actually
help the person or not.
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of
> Chris Robisch
> Sent: Tuesday, January 24, 2006 2:25 PM
> To: Yahoo Vantage
> Subject: [Vantage] Epicor Support Stupid Rules
>
> Stupid Rule Number 1: there's a time limit on the length of the
call. I just got told we had to finish the call because of this. Was
going through our open list of calls and had the person duplicate two
issues that they haven't been able to. Was going to the third when
this happened.
>
>
> [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
>
>
>
> * Visit your group " vantage
<http://groups.yahoo.com/group/vantage> " on the web.
>
>
> * To unsubscribe from this group, send an email to:
> vantage-unsubscribe@yahoogroups.com <mailto:vantage-
unsubscribe@yahoogroups.com?subject=Unsubscribe>
>
>
> * Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service <http://docs.yahoo.com/info/terms/> .
>
>
> _____
>
>
>
>
> [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



SPONSORED LINKS
Manufacturing software Membership database software Database mortgage software Pda database software Database management software Database marketing software

---------------------------------
YAHOO! GROUPS LINKS


Visit your group "vantage" on the web.

To unsubscribe from this group, send an email to:
vantage-unsubscribe@yahoogroups.com

Your use of Yahoo! Groups is subject to the Yahoo! Terms of Service.


---------------------------------






---------------------------------
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[Non-text portions of this message have been removed]
This is a very interesting topic to me because I've experienced the same
frustrations with support - some great experiences, but many very bad
(closing open calls, no response to issues, having to call and call to get
help, different answers on who you get, etc.) I too remember the good old
days when they would stay on the phone with me for hours getting my issue
resolved or get back to me right away with follow-up - I call now very
infrequently and still expect that type of help - but I am almost always
disappointed. I always fill out the surveys honestly when I get them, good,
but usually very, very bad... (and, on a side note, I have actually gotten
follow-up calls form a manager on a couple of instances where I had very bad
surveys and that is what it took to get my issue addressed and call
re-opened...)

At perspectives I was very surprised to see the metrics they showed
regarding support - basically reflecting that their customers think support
is doing a great job and that they resolve calls so wonderfully, etc, etc...
I thought it was just me and I was being too picky or something - so it's
very interesting to hear so many people with complaints that don't seem to
reflect those metrics...

This is why it is very important that we all fill out those surveys honestly
and also go up the food chain when you are not getting good service... they
have to know about the issues to work on fixing them...
Has anyone else ever done the math to convert your maintenance fees to
cost dollars per day? I have. Talk about magnifying the frustration.

________________________________

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of sarah.vareschi@...
Sent: Wednesday, January 25, 2006 11:15 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Epicor Support Stupid Rules


This is a very interesting topic to me because I've experienced the same
frustrations with support - some great experiences, but many very bad
(closing open calls, no response to issues, having to call and call to
get
help, different answers on who you get, etc.) I too remember the good
old
days when they would stay on the phone with me for hours getting my
issue
resolved or get back to me right away with follow-up - I call now very
infrequently and still expect that type of help - but I am almost always
disappointed. I always fill out the surveys honestly when I get them,
good,
but usually very, very bad... (and, on a side note, I have actually
gotten
follow-up calls form a manager on a couple of instances where I had very
bad
surveys and that is what it took to get my issue addressed and call
re-opened...)

At perspectives I was very surprised to see the metrics they showed
regarding support - basically reflecting that their customers think
support
is doing a great job and that they resolve calls so wonderfully, etc,
etc...
I thought it was just me and I was being too picky or something - so
it's
very interesting to hear so many people with complaints that don't seem
to
reflect those metrics...

This is why it is very important that we all fill out those surveys
honestly
and also go up the food chain when you are not getting good service...
they
have to know about the issues to work on fixing them...


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




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abase+marketing+software&c=6&s=188&.sig=lmBkRUiBtvHI1u5dkymDcw>

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This e-mail and any attachments may contain confidential and privileged
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[Non-text portions of this message have been removed]
Stephanie,
The survey is the only way you can affect this stupid rule. If you don't
fill it out, they don't get rated badly for closing it. There is a fine
line, if they close it early, they can keep their call numbers down, but if
that causes their review to go down, the bottom line is worse.
I have gotten response out of the survey by giving bad marks and complaining
straight out that they suck because they closed my call without resolution.
The pay for the support techs is tied to the survey. No response does not
mean bad marks, where bad marks sends a clear message.
I would encourage everyone to fill out the surveys, especially when a call
is closed without resolution. At the last perspectives the numbers from the
surveys were announced and were rather high I thought. If this policy
remains and the surveys are filled out, I would expect the numbers to
reflect it next year.
As a group, let's resolve to let Epicor Support know how we think they are
doing though the surveys. If they resolve your problem, give them good
marks, if they close it without resolution, give them marks that reflect
that and comment about it!

Stepping off my soap box now,
Aaron Hoyt
Vantage Plastics

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf
Of Geary, Stephanie
Sent: Wednesday, January 25, 2006 11:07 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: Epicor Support Stupid Rules


The good one is they "close" an open issue and then you get the survey on
how you think the help was... is that pointless or what. I just never do
the survey.


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
I feel like I'm leading some sort of charmed relationship with Epicor....my experiences with Support have mostly been very good, even recently. Then again we run a pretty plain shop (KISS principle). Based on this I think that Support experience divides into two basic classes - one which they are good at and the other where they are falling down.

First would be simple operational questions with well known knowledgebase answers - these they can handle very well and are very helpful and friendly.

Second are the "bug" related issues or sites trying to do things "on the edge" of known functionality or to meet site specific needs that are not real common. These require either more time OR programming staff assistance and 8.0 is sucking up all the resources. Support is getting stretched like a person with one foot on the dock and the other on the V8 boat that is pulling away.

My gut feeling though, as a Vantage site, is that I wish they could spend a fraction of what they are paying to buy CRS on beefing up Vantage Support and adding some dedicate programming staff to examine and fix bugs in supported versions. Issuing a SLA for Support to live by might not be a bad idea either. I've participated in their referal program since long before it was a real program and to be perfrctly honest with prospective Vantage buyers I, in good conscience, must at least mention report sof service issues.

On other thought...Epicor monitors this list and is certainly getting some insights today. ;)

My 2 cents.

-Todd C.


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

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
Abe Klassen
Sent: Wednesday, January 25, 2006 9:40 AM
To: vantage@yahoogroups.com
Subject: Re: [Vantage] Re: Epicor Support Stupid Rules

I agree with the declining value of Vantage support. One of the main reasons
we chose Vantage over a competitor was the quality of support which was
great. Now the issues do not get resolved in a timely manner and the issue
is simply dropped if we don't follow up consistently.

Abe
----- Original Message -----
From: rmrindler
To: vantage@yahoogroups.com
Sent: Wednesday, January 25, 2006 8:05 AM
Subject: [Vantage] Re: Epicor Support Stupid Rules


I haven't experienced those issues in particular, but I have
definitely experienced the declining value of the support team. We
have been on Vantage for several years, and the first couple, Vantage
support was fantastic. We rarely had a problem that they were not
able to fix.

Now, I pretty much count on our problems not being fixed each time I
log a new call. They close the calls out immediately, because (I'm
sure it's another metric) they say they are not allowed to keep the
calls open for very long...? I have had 5 issues in a row that I
have logged with them that they have not fixed, yet they closed the
calls. It is rather frustrating.

Ryan

--- In vantage@yahoogroups.com, "Mike Lowe" <MLowe@c...> wrote:
>
> Ah ha!
>
> Now I see...the reason I'm not getting call backs on MY open issues
is because you're monopolizing their time!
>
> *grin*
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of Chris Robisch
> Sent: Tuesday, January 24, 2006 2:47 PM
> To: vantage@yahoogroups.com
> Subject: Re: [Vantage] Epicor Support Stupid Rules
>
>
> According to Rhonda Spah, there's no such rule, and she will make
sure everyone in Support understands. There are cases where the
person answering the phone may not have the luxury of spending too
much time on a particular incident because other calls aren't being
answered. If that's the case, I'm more than willing to give up my
time to someone else so they continue to answer calls. But please
tell me that's the reason, not "this call is over the time limit."
>
> ----- Original Message -----
> From: "Paul Lipham" <pml@a...>
> To: <vantage@yahoogroups.com>
> Sent: Tuesday, January 24, 2006 1:45 PM
> Subject: RE: [Vantage] Epicor Support Stupid Rules
>
>
> It's probably the teckie's rule. I bet they get "graded" on how
quickly they get the call finished....whether or not they actually
help the person or not.
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On
Behalf Of
> Chris Robisch
> Sent: Tuesday, January 24, 2006 2:25 PM
> To: Yahoo Vantage
> Subject: [Vantage] Epicor Support Stupid Rules
>
> Stupid Rule Number 1: there's a time limit on the length of the
call. I just got told we had to finish the call because of this. Was
going through our open list of calls and had the person duplicate two
issues that they haven't been able to. Was going to the third when
this happened.
>
>
> [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
>
>
>
> * Visit your group " vantage
<http://groups.yahoo.com/group/vantage> " on the web.
>
>
> * To unsubscribe from this group, send an email to:
> vantage-unsubscribe@yahoogroups.com <mailto:vantage-
unsubscribe@yahoogroups.com?subject=Unsubscribe>
>
>
> * Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service <http://docs.yahoo.com/info/terms/> .
>
>
> _____
>
>
>
>
> [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



SPONSORED LINKS Manufacturing software Membership database software
Database mortgage software
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----------------------------------------------------------------------------
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YAHOO! GROUPS LINKS

a.. Visit your group "vantage" on the web.

b.. To unsubscribe from this group, send an email to:
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c.. Your use of Yahoo! Groups is subject to the Yahoo! Terms of
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[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
As this thread is running, I called support because I just modified a
Crystal Report, and now get the error "File ? not found". I've been able to
fix this before by resetting location of the tables in Crystal Reports, but
not this time. Support emailed me the checks to go through, which I
already performed with no success. Support said go through them again and
the problem should be fixed, and then they wanted to close the "Call",
without knowing if I solved my problem. This is not the first time they
closed a "call" before the problem was fixed. by the way, I wouldn't let
them close the call.

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

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf
Of Chris Robisch
Sent: Tuesday, January 24, 2006 2:25 PM
To: Yahoo Vantage
Subject: [Vantage] Epicor Support Stupid Rules


Stupid Rule Number 1: there's a time limit on the length of the call. I just
got told we had to finish the call because of this. Was going through our
open list of calls and had the person duplicate two issues that they haven't
been able to. Was going to the third when this happened.

[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
Wow. That is disappointing.

Innovative Office Products, Inc.
Frank Zeigafuse
General Manager
610-559-6369
fzeigafuse@...


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
Norm Watkins
Sent: Wednesday, January 25, 2006 12:36 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Support Stupid Rules


As this thread is running, I called support because I just modified a
Crystal Report, and now get the error "File ? not found". I've been able to
fix this before by resetting location of the tables in Crystal Reports, but
not this time. Support emailed me the checks to go through, which I
already performed with no success. Support said go through them again and
the problem should be fixed, and then they wanted to close the "Call",
without knowing if I solved my problem. This is not the first time they
closed a "call" before the problem was fixed. by the way, I wouldn't let
them close the call.

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

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf Of
Chris Robisch
Sent: Tuesday, January 24, 2006 2:25 PM
To: Yahoo Vantage
Subject: [Vantage] Epicor Support Stupid Rules


Stupid Rule Number 1: there's a time limit on the length of the call. I just
got told we had to finish the call because of this. Was going through our
open list of calls and had the person duplicate two issues that they haven't
been able to. Was going to the third when this happened.

[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











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