While we cannot get too critical of Epicor in this group (one of the rules), I do think it should be fair to professionally express some concerns and look to this group for help. This Yahoo Group has been extremely helpful!!
That said, unfortuantely, many Epicor users seem to have taken the same approach as Joe. We also only contact Epicor support when we have no other choice and after exhausting our own resources and efforts first. But...There really are a few good support people there, though. Once you find one, I recommend you specifically ask for him/her each time you need help from Support.
Also agree with the comments on the software itself with hearing it's 'fixed in the next version'. If the programmers can get the bugs worked out once and for all, thoroughly test it before release, the software could be pretty good. We went live on the 'buggiest' version in history and it was very painful.
Hope the direction on dealing with support is helpful. :)
That said, unfortuantely, many Epicor users seem to have taken the same approach as Joe. We also only contact Epicor support when we have no other choice and after exhausting our own resources and efforts first. But...There really are a few good support people there, though. Once you find one, I recommend you specifically ask for him/her each time you need help from Support.
Also agree with the comments on the software itself with hearing it's 'fixed in the next version'. If the programmers can get the bugs worked out once and for all, thoroughly test it before release, the software could be pretty good. We went live on the 'buggiest' version in history and it was very painful.
Hope the direction on dealing with support is helpful. :)
--- In vantage@yahoogroups.com, Joe Englert <englertj@...> wrote:
>
> Epicor support has been very frustrating for me too. At Insights, there was a seminar called "Working Effectively With Epicor Support". I left after about 10 minutes because all it was was two Epicor Support people patting themselves on the back for the great job they were doing. It was unreal. They did have graphs though.
>
> I've since been more frank in the follow up appraisals they send - when a call happens to be closed. I wonder how they figured in the scores from the many calls that remain open for years with no resolution.
>
> They have trained me though; I only log a call when I absolutely can't think of another way to do it and make it work.
>
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of Sigfredo Diaz
> Sent: Thursday, August 22, 2013 2:10 PM
> To: vantage@yahoogroups.com
> Subject: RE: [Vantage] Re: Is there a Secret to Getting Support out of Epicor Support?
>
>
>
> Hi Aragon,
>
> When I first started calling Epicor support last year, I felt the same
> you did. If you compare Epicor's support to the manner that Sage and
> Microsoft handles theirs, the service levels and your expectations of
> how they will handle the support request are extremely different (even
> though they also have their disadvantages).
>
> When you place a ticket over the Internet, good luck in getting a call.
> That is only something you want to do if you want to document that you
> submitted a ticket and need to get something escalated later after you
> call in. As suggested in the email below, phone call is the best manner
> to try and get something answered as soon as possible. The other tactic
> as was also suggested is to be a squeaky wheel, you have to follow up.
> They do not usually follow up with you, even though there are a couple
> of good ones that have done that. Unfortunately, that is the reality,
> and I'm shocked that there are not more posts publicly when you google
> it. In reference to the support itself, sometimes you get a good
> person, sometimes you get someone that doesn't have the skill set you
> need, and sometimes you get a good person in a bad mood. This group
> here has been great at helping people from what I have seen.
>
> Another point you mentioned is that this software definitely has the
> potential to be great, if they get the bugs fixed and make it available
> to previous versions, so that I don't have to hear that it has been
> fixed in the latest version.
>
> Regards,
>
> Sigfredo.
>
> From: vantage@yahoogroups.com<mailto:vantage%40yahoogroups.com> [mailto:vantage@yahoogroups.com<mailto:vantage%40yahoogroups.com>] On Behalf
> Of Elizabeth
> Sent: Thursday, August 22, 2013 1:42 PM
> To: vantage@yahoogroups.com<mailto:vantage%40yahoogroups.com>
> Subject: [Vantage] Re: Is there a Secret to Getting Support out of
> Epicor Support?
>
> If you just email in a ticket, they're pretty random at responding. I've
> had the odd good response, but they are rare.
>
> Calling on the phone is vastly superior, response wise. You may have to
> wait on hold, but you'll get somebody eventually. They do have some good
> people answering phones in some areas, so you never know.
>
> In my deep, dark past I spent several years on tech support phones for
> various products, so maybe I give them a little more latitude, but it
> helps to keep in mind when you call that you are probably not the first
> irritated (at best) customer they've talked to that day, and it gets
> wearing after a bit.
>
> That said, some of the folks answering phones may be more skilled in
> other areas... at least I hope they are.
>
> They also just re-did their Support Phone Tree... I spent 15 minutes one
> day last week and typed it all out so I know which buttons to push when
> MY buttons are getting pushed.
>
> I'll upload a copy to the Files section when I get a minute.
>
> Ernie Lowell
> Diba Industries
>
> --- In vantage@yahoogroups.com<mailto:vantage%40yahoogroups.com> <mailto:vantage%40yahoogroups.com> , Jose
> Gomez <jose@<mailto:jose@>> wrote:
> >
> > Epicor is amazing (the product)
> > Epicor support... its lacking in some areas but keep pushing. You can
> callt
> > he CEO I have the number somewhere...
> >
> >
> > *Jose C Gomez*
> > *Software Engineer*
> > *
> > *
> > *
> > *T: 904.469.1524 mobile
> > E: jose@
> > http://www.josecgomez.com
> > <http://www.linkedin.com/in/josecgomez>
> <http://www.facebook.com/josegomez>
> > <http://www.google.com/profiles/jose.gomez>
> <http://www.twitter.com/joc85>
> > <http://www.josecgomez.com/professional-resume/>
> > <http://www.josecgomez.com/feed/>
> > <http://www.usdoingstuff.com>
> >
> > *Quis custodiet ipsos custodes?*
> >
> >
> > On Thu, Aug 22, 2013 at 10:59 AM, sosnowbored
> <aragon.miller@<mailto:aragon.miller@>>wrote:
> >
> > > **
> > >
> > >
> > > Does anyone have any secrets on how to actually get support for
> these
> > > products? I am on 8.3.409c. Tickets are routinely open for a week or
> more
> > > without any acknowledgement from Epicor on them, and often times
> once we do
> > > get support it is very sub par. I have inherited this system and am
> > > unfortunately appalled at the level of support provided. The system
> seems
> > > like it could be very nice, but the support has us evaluating other
> > > solutions.
> > >
> > >
> > >
> >
> >
> > [Non-text portions of this message have been removed]
> >
>
> [Non-text portions of this message have been removed]
>
>
>
> [Non-text portions of this message have been removed]
>