How do I find someone at Epicor to resolve an issue?

Kinetic ERP
1

We bought the license for Field Service and in implementing I found that there are no menu items showing up in the database.
This is true for Live, Pilot, and Education.
I have several tickets open with Epicor, but they haven’t figured out to resolve this issue.

One suggestion has been for me to DMT in the menu items that are required.
(How do I know what menu items are available?)

This post is a bit of a rant, but at the same time, Epicor as a company doesn’t understand how to perform good customer service.
The tech support people can only do their job based on what they are given.
The tech support team does want to help, but management has made it impossible.

Part of the process to get this module setup I put in a case to get the licenses applied, the response from support was that I had to go to wayfinder to enter in a request. (Passing it internally to the correct team member). When I put in my request, customer service asked for me to find my quote to tell them what I had bought - really…

I better stop now before my head explodes.

2

I haven’t had many instances along these lines, but when I did, we were still in implementation.

I was able to add my Epicor Project Manager, CAM and/or RCM to the EpicCare case and then they will help push it through internally. They seem to be good at verifying purchased licenses and can push harder through Wayfinder type issues than the end customer.

3

I assume you’ve called the CAM?

4

Follow up on getting this issue resolved.
There were two issues with in environments.

  1. Licenses were not enabled. - to get the license enabled in Live took several weeks and several escalations. and calling two CAMs. Still the Epicor was not enabling the license.
    I submitted the case on 2/14 - was told to enable the license myself by going into company configuration on 2/16
    2/16 I reported back with GIFs and comments, that the enable field was not updatable in the Kinetic UI. It took until March 4th.

  2. MenuID for Field service had been changed to something else and placed under a different menu on the menu structure.
    I had provided creditentials to Epicor to all three environments. Someone finally looked under the hood to find this issue which I corrected.

Final lesson with getting help from support.
What finally worked was to have another case closed and respond to the survey stating very poor satisfaction. By sending Epicor a poor score they will reach out to you. I was able to talk to a manager in support that actually listened and pushed my case forward.
All of of sudden the licenses were enabled and someone logged into our environments to find the menuID issue.

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5

This is unfortunate. There’s a reason they provide an “escalate” button. If a solution is taking too long, escalating should be the trigger to grab more attention. Not having to close a case with poor reviews in order to finally get someone to investigate.

I guess this verifies management is looking at their survey KPI’s at least.

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