Support comments

system · August 8, 2007, 8:44am

If you continue to experience multiple issues with the Vantage
software, I'd recommend you request to be added to the STAR program.
This is where they assign a team of Vantage support personnel to
review and address your company's Vantage issues.

I believe the concept is to insure that all parties reviewing your
Vantage issues are aware of all issues so they can better
troubleshoot the problems.

Good luck & hope you get the answers you need.

--- In vantage@yahoogroups.com, "Lee Ingalls" <eli3@...> wrote:
>
> We're Premier Plus (VNPSP+) and I spent much of the morning trying
to
> get technical support (option 3, selection 1) for an 8.03 question
> 800-426-8468 all calls were answered in Monterrey or wherever in
Mexico
> the rollover calls were landing. After twice being put on hold then
> subsequently transferred to Vista voicemail I hung up the next 5
times
> they answered. Logged a EpicWeb call... still waiting to hear back.
>
> I'm NOT happy.
> Lee Ingalls
> Commercial Tool
>
> ________________________________
>
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On
Behalf
> Of vantage
> Sent: Tuesday, August 07, 2007 2:30 PM
> To: vantage@yahoogroups.com
> Subject: RE: [Vantage] Re: support comments
>
> Recently Epicor changed the support into three different support
plans.
> When the system changed it rolled us into the Premier Plus Plan.
>
> -----Original Message-----
> From: acp2g99 [mailto:acp2g99@...
> Sent: August 07, 2007 1:24 PM
> To: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com>
> Subject: [Vantage] Re: support comments
>
> What level of support did your company purchase for your 8.03
> product? Our company found out after we purchased our support, that
> there are different layers of support offered by Epicor.
>
> We were not informed of this when we were sold the product.
>
> --- In vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com,
> "rmgfelm" <vantage@> wrote:
> >
> > I am currently a 8.03 vantage user and have been reading the
> threads
> > on complaints about support calls going no longer going to
> > Minneapolis. I have found over the last few weeks as support
calls
> > are now routed to California and Mexico that My frustration level
> > with the lack of knowledge of the product modules is lacking on
> these
> > support sites along with poor communications. This problem has
> lead
> > to more of my time wasted on the phone with no resolution. I have
> > contacted epicor to express my frustration with this problem and
> have
> > been told you can log into the epicweb.epicor.com and there is a
> > quick ling called "Provide Feedback" to express your feeling and
> > experiences about support.
> >
> > I think that there is a bottle neck support due to the current
> amount
> > of bugs in the code. I however do not think moving support calls
> from
> > Minneapolis is the solution to the problem. I am currently
waiting
> on
> > patch release for over 45 active bugs in the current patch
release
> of
> > 8.03.
> >
> > I would ask that every please join me and take a little time to
go
> to
> > the web site and provide feedback on there support problem.
> >
> > Thanks
> >
> > Steve
>

system · August 3, 2007, 8:23am

I am currently a 8.03 vantage user and have been reading the threads
on complaints about support calls going no longer going to
Minneapolis. I have found over the last few weeks as support calls
are now routed to California and Mexico that My frustration level
with the lack of knowledge of the product modules is lacking on these
support sites along with poor communications. This problem has lead
to more of my time wasted on the phone with no resolution. I have
contacted epicor to express my frustration with this problem and have
been told you can log into the epicweb.epicor.com and there is a
quick ling called "Provide Feedback" to express your feeling and
experiences about support.

I think that there is a bottle neck support due to the current amount
of bugs in the code. I however do not think moving support calls from
Minneapolis is the solution to the problem. I am currently waiting on
patch release for over 45 active bugs in the current patch release of
8.03.

I would ask that every please join me and take a little time to go to
the web site and provide feedback on there support problem.

Thanks

Steve

system · August 3, 2007, 9:31am

Somewhere in the "contacts" section of the support site I remember
seeing 3 names and phone nbrs of top tech support management. I used
one several weeks ago and expressed this very sentiment and then some
(loss of American jobs). Feedback drives change (at least sets up the
groundwork for it). -Gary

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of rmgfelm
Sent: Friday, August 03, 2007 8:22 AM
To: vantage@yahoogroups.com
Subject: [Vantage] support comments

I am currently a 8.03 vantage user and have been reading the threads
on complaints about support calls going no longer going to
Minneapolis. I have found over the last few weeks as support calls
are now routed to California and Mexico that My frustration level
with the lack of knowledge of the product modules is lacking on these
support sites along with poor communications. This problem has lead
to more of my time wasted on the phone with no resolution. I have
contacted epicor to express my frustration with this problem and have
been told you can log into the epicweb.epicor.com and there is a
quick ling called "Provide Feedback" to express your feeling and
experiences about support.

I think that there is a bottle neck support due to the current amount
of bugs in the code. I however do not think moving support calls from
Minneapolis is the solution to the problem. I am currently waiting on
patch release for over 45 active bugs in the current patch release of
8.03.

I would ask that every please join me and take a little time to go to
the web site and provide feedback on there support problem.

Thanks

Steve

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

system · August 3, 2007, 9:48am

Excellent suggstion. Every time I have had a support call closed I received an email survey link which I have always completed. Every year at Perspectives their excellent feedback results are proudly displayed. I do not believe I have ever seen the ratings go down. It will be interesting to see how they have been this year. I would not find any results other than a decrease to be credible. And if they do 'fess up to a decrease there ought to be some honest explanations and an action plan. We all (who are on it) pay a lot for maintenance and support.

If you don't get an emailed survery when a call is closed please go online and provide feedback....everytime....both bad and good.
-Todd C.

________________________________
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of rmgfelm
Sent: Friday, August 03, 2007 7:22 AM
To: vantage@yahoogroups.com
Subject: [Vantage] support comments

I am currently a 8.03 vantage user and have been reading the threads
on complaints about support calls going no longer going to
Minneapolis. I have found over the last few weeks as support calls
are now routed to California and Mexico that My frustration level
with the lack of knowledge of the product modules is lacking on these
support sites along with poor communications. This problem has lead
to more of my time wasted on the phone with no resolution. I have
contacted epicor to express my frustration with this problem and have
been told you can log into the epicweb.epicor.com and there is a
quick ling called "Provide Feedback" to express your feeling and
experiences about support.

I think that there is a bottle neck support due to the current amount
of bugs in the code. I however do not think moving support calls from
Minneapolis is the solution to the problem. I am currently waiting on
patch release for over 45 active bugs in the current patch release of
8.03.

I would ask that every please join me and take a little time to go to
the web site and provide feedback on there support problem.

Thanks

Steve

________________________________
The information contained in this E-mail message and any documents which may be attached are privileged and confidential, and may be protected from disclosure.

Please be aware that any use, printing, copying, disclosure or dissemination of this communication may be subject to legal restriction or sanction. If you think you have received this message in error, please reply to the sender.

For more information please visit www.harveyvogel.com

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

system · August 3, 2007, 11:07am

I have found their tech support lacking at times. It's frustrating
when you contact them and then figure out the solution on your own
after a couple of days.

--- In vantage@yahoogroups.com, "rmgfelm" <vantage@...> wrote:
>
> I am currently a 8.03 vantage user and have been reading the
threads
> on complaints about support calls going no longer going to
> Minneapolis. I have found over the last few weeks as support calls
> are now routed to California and Mexico that My frustration level
> with the lack of knowledge of the product modules is lacking on
these
> support sites along with poor communications. This problem has
lead
> to more of my time wasted on the phone with no resolution. I have
> contacted epicor to express my frustration with this problem and
have
> been told you can log into the epicweb.epicor.com and there is a
> quick ling called "Provide Feedback" to express your feeling and
> experiences about support.
>
> I think that there is a bottle neck support due to the current
amount
> of bugs in the code. I however do not think moving support calls
from
> Minneapolis is the solution to the problem. I am currently waiting
on
> patch release for over 45 active bugs in the current patch release
of
> 8.03.
>
> I would ask that every please join me and take a little time to go
to
> the web site and provide feedback on there support problem.
>
> Thanks
>
> Steve
>

system · August 3, 2007, 12:27pm

Hey Gang,

I have been give a very complex challenge and was wondering if anyone of
you dealt with this issue.

I have a customer base that will not pay miscellaneous charges on an
invoice such as freight charges.

I know a work around would be to include the freight charge in the unit
price however I don't want to inflate my unit price.

I want freight separate from the unit price because I don't want to pay
royalties on the freight either.

Any ideas how I can invoice a customer and (build my freight into the
unit price shown on the invoice) and Sales Order

And still break it out as freight in Vantage and have it all tie out.

Thank you

Don Kollmann

.

<http://geo.yahoo.com/serv?s=97359714/grpId=20369/grpspId=1705007183/msg
Id=58289/stime=1186153645/nc1=4507179/nc2=4776347/nc3=4725796>

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

system · August 3, 2007, 12:36pm

What industry is this that would have a customer base demanding no
freight charges?

One thought, can you charge them Engineering charges? Outside of
inflating your unit price, it would have to be masked as another type of
charge they would HAVE to pay.

M. Manasa Reddy

manasa@...

P: 630-806-2000

F: 630-806-2001

________________________________

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of Don Kollmann
Sent: Friday, August 03, 2007 11:28 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Invoice to build in MiscCharges into unit prices.

Hey Gang,

I have been give a very complex challenge and was wondering if anyone of
you dealt with this issue.

I have a customer base that will not pay miscellaneous charges on an
invoice such as freight charges.

I know a work around would be to include the freight charge in the unit
price however I don't want to inflate my unit price.

I want freight separate from the unit price because I don't want to pay
royalties on the freight either.

Any ideas how I can invoice a customer and (build my freight into the
unit price shown on the invoice) and Sales Order

And still break it out as freight in Vantage and have it all tie out.

Thank you

Don Kollmann

.

<http://geo.yahoo.com/serv?s=97359714/grpId=20369/grpspId=1705007183/msg
<http://geo.yahoo.com/serv?s=97359714/grpId=20369/grpspId=1705007183/msg

>

Id=58289/stime=1186153645/nc1=4507179/nc2=4776347/nc3=4725796>

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

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

system · August 3, 2007, 12:47pm

I have done something like this but on a much larger scale. If you
send me your contact info by email, I can go over it with you. It
would take up too much space and be too confusing if I typed it out.
But It is working and seems to be working very well so far.

--- In vantage@yahoogroups.com, "Don Kollmann" <dkollmann@...> wrote:
>
>
>
> Hey Gang,
>
>
>
> I have been give a very complex challenge and was wondering if
anyone of
> you dealt with this issue.
>
> I have a customer base that will not pay miscellaneous charges on
an
> invoice such as freight charges.
>
> I know a work around would be to include the freight charge in the
unit
> price however I don't want to inflate my unit price.
>
> I want freight separate from the unit price because I don't want
to pay
> royalties on the freight either.
>
>
>
> Any ideas how I can invoice a customer and (build my freight into
the
> unit price shown on the invoice) and Sales Order
>
> And still break it out as freight in Vantage and have it all tie
out.
>
>
>
>
>
> Thank you
>
>
>
> Don Kollmann
>
>
>
>
>
>
>
> .
>
>
> <http://geo.yahoo.com/serv?
s=97359714/grpId=20369/grpspId=1705007183/msg
> Id=58289/stime=1186153645/nc1=4507179/nc2=4776347/nc3=4725796>
>
>
>
>
> [Non-text portions of this message have been removed]
>

system · August 3, 2007, 1:13pm

> Any ideas how I can invoice a customer and (build my freight into the
> unit price shown on the invoice) and Sales Order

One simple option is to create a custom invoice form for this customer and
have Crystal sum the freight with the item price, or even easier, just lop off
the detail prices and print a total for them.

Another simple option, if the volume is low enough, is to just do it in Word.
But remember to add "Do not Mail" on the bill-to address so people don't mail
the real invoice!

Mark W.

system · August 7, 2007, 2:24pm

What level of support did your company purchase for your 8.03
product? Our company found out after we purchased our support, that
there are different layers of support offered by Epicor.

We were not informed of this when we were sold the product.

--- In vantage@yahoogroups.com, "rmgfelm" <vantage@...> wrote:
>
> I am currently a 8.03 vantage user and have been reading the
threads
> on complaints about support calls going no longer going to
> Minneapolis. I have found over the last few weeks as support calls
> are now routed to California and Mexico that My frustration level
> with the lack of knowledge of the product modules is lacking on
these
> support sites along with poor communications. This problem has
lead
> to more of my time wasted on the phone with no resolution. I have
> contacted epicor to express my frustration with this problem and
have
> been told you can log into the epicweb.epicor.com and there is a
> quick ling called "Provide Feedback" to express your feeling and
> experiences about support.
>
> I think that there is a bottle neck support due to the current
amount
> of bugs in the code. I however do not think moving support calls
from
> Minneapolis is the solution to the problem. I am currently waiting
on
> patch release for over 45 active bugs in the current patch release
of
> 8.03.
>
> I would ask that every please join me and take a little time to go
to
> the web site and provide feedback on there support problem.
>
> Thanks
>
> Steve
>

system · August 7, 2007, 2:30pm

Recently Epicor changed the support into three different support plans.
When the system changed it rolled us into the Premier Plus Plan.

-----Original Message-----
From: acp2g99 [mailto:acp2g99@...]
Sent: August 07, 2007 1:24 PM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: support comments

What level of support did your company purchase for your 8.03
product? Our company found out after we purchased our support, that
there are different layers of support offered by Epicor.

We were not informed of this when we were sold the product.

--- In vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com,
"rmgfelm" <vantage@...> wrote:

>
> I am currently a 8.03 vantage user and have been reading the

threads

> on complaints about support calls going no longer going to
> Minneapolis. I have found over the last few weeks as support calls
> are now routed to California and Mexico that My frustration level
> with the lack of knowledge of the product modules is lacking on

these

> support sites along with poor communications. This problem has

lead

> to more of my time wasted on the phone with no resolution. I have
> contacted epicor to express my frustration with this problem and

have

> been told you can log into the epicweb.epicor.com and there is a
> quick ling called "Provide Feedback" to express your feeling and
> experiences about support.
>
> I think that there is a bottle neck support due to the current

amount

> of bugs in the code. I however do not think moving support calls

from

> Minneapolis is the solution to the problem. I am currently waiting

on

> patch release for over 45 active bugs in the current patch release

of

> 8.03.
>
> I would ask that every please join me and take a little time to go

to

> the web site and provide feedback on there support problem.
>
> Thanks
>
> Steve
>

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

system · August 7, 2007, 3:22pm

We're Premier Plus (VNPSP+) and I spent much of the morning trying to
get technical support (option 3, selection 1) for an 8.03 question
800-426-8468 all calls were answered in Monterrey or wherever in Mexico
the rollover calls were landing. After twice being put on hold then
subsequently transferred to Vista voicemail I hung up the next 5 times
they answered. Logged a EpicWeb call... still waiting to hear back.

I'm NOT happy.
Lee Ingalls
Commercial Tool

________________________________

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of vantage
Sent: Tuesday, August 07, 2007 2:30 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: support comments

Recently Epicor changed the support into three different support plans.
When the system changed it rolled us into the Premier Plus Plan.

-----Original Message-----
From: acp2g99 [mailto:acp2g99@...
Sent: August 07, 2007 1:24 PM
To: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com>
Subject: [Vantage] Re: support comments

What level of support did your company purchase for your 8.03
product? Our company found out after we purchased our support, that
there are different layers of support offered by Epicor.

We were not informed of this when we were sold the product.

--- In vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com,
"rmgfelm" <vantage@...> wrote: