Looking for Advice: How Can We Get Better Support from Epicor?

Kinetic ERP
1

Hi gu, looking for advice from the community on how to get better support from Epicor.

Following our recent upgrade, we’ve submitted +15 support tickets in the past week. Unfortunately, we haven’t received any resolutions, and in many cases, we haven’t even received a follow-up from the support team.

Several of these issues are affecting our live users, making it difficult to support daily operations. We’re trying to understand if there’s a better way to escalate critical cases or improve communication with Epicor Support.

Has anyone experienced a similar situation? What has worked for you when you needed faster responses or better engagement from Epicor Support?

Any advice or best practices would be greatly appreciated.

Thanks, Adam

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  1. Click “escalate case” in EpicCare.
  2. Contact your CAM
  3. If you’re using a consultant firm, contact them as they may be able to reach higher-ups at Epicor.
  4. Come to Epiusers as there may be others that have encountered whatever problem you’re seeing.
  5. Repeat.

Seriously, that’s about all you can do…keep pushing the issues that need the most attention and leverage this forum as a resource.

3

With the new EpicCare portal, we can no longer escalate support issues.

This forum has become the only place where I can find workarounds or guidance while waiting for support.

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When you’re looking at a case, click the Actions button and (if available or not already escalated) it should be there. I’ve seen ones that couldn’t be from time to time…but most cases should have the option.

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Some time ago, this was changed to the following in our environment:

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Hmmmm…if you’ve already escalated once, it won’t let you do it again. IIRC it doesn’t come up on certain types of cases either - adjacent products like SmartIP&O for example…

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What’s the case status? If it is “Active with Support” you should have the escalate option in the Actions dropdown.

8

This is another issue that shows user exprinces seems to be very different in Epicor world!

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s/b step #1 - less a hassle

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The escalate option doesn’t show up until the case has been open for at least 4 hours.

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17842001983724672807461368158490

HELLO ACCOUNT MANAGER! WHAT IS GOING ON…??? A bit of help please…

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There needs to be a Escalate to Nathan (@aidacra) button. Id take that.

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Do you have a senior contact you could escalate the issues to?

For UK customers - in the past, I’ve had some success with contacting the Software Support Senior Manager directly.

Having said that, the upgrade to 2026.100 has caused a critical issue where we cannot generate labels. Received radio silence from Epicor all week, including Support and our CAM. Have had to rely on other customers on here to get any update at all.

15

Go out to EpicWeb and find the Epicor Support Contact Information pdf on the Contact Us link (Found Here: Epicor Support Contact Information.pdf). It will have the contact info for every Sr. manager for each product line. Their email and phone number is there for you to reach out to directly.

16

Also, make sure you submit bad survey reviews once you close the ticket. Sometimes I close the ticket and resubmit it to get a different tech. Submitting bad reviews usually gets you some attention. Good luck!

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If you do that a few times, they remove you from the survey list. Not kidding.

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You gotta play along a little and give them some (almost) positive reviews. :stuck_out_tongue:

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“Thank you so much, that was almost helpful! :heart:”

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Yes! Now you’re getting it! A little more positivity like that, and they might unblock your account! Bahahaha! :rofl: