Jose how do we resolve them once and for all? Lets make it constructive? Do we make one of those pages that people pre-fill in text to send to your senator and we all mass email Epicor Support the same script “Make Support Great” ?
I dont know how to fix it without being a douche – it seems like talks have failed. Whats Epicors new slogan? For Customers By Customers?
The one guy that we had good talks with got told not to come to the forums anymore.
I am definitely not feeling that slogan.
@hkeric.wci talk to your cam, escalate the call, there’s an escalation list. that failing ping higher ups @Edge, Himanshu etc…
open a post here about your issue constructively state the issue, the proposed solution why it works or doesn’t? Go to Ideas and add the idea (if its a new feature)
My issue is not that we can’t criticzie support or hold them to a higher standard… (we should)
My issue is that it always devolves into “THEY SUCK” and #MineSupportSucksToo bashing that is not constructive in any way.
If you have an issue that is not being address please do escalate it in all the above ways. Sometimes though the answer is no, just because you want a certain feature doesn’t mean the company is going to implement it (that sucks I know)
All I ask is that we keep it civil, constructive and professional let’s try to solve the issue without devolving the conversation.
Well my issue is just that jumping through support is like climbing mount everest. When I resolve a ticket… I am burned out. 
Are you guys all still getting Surveys for your tickets? I am not. I forgot about Surveys, simply rating them a 0 could show some KPI’s.
The surveys are huge they look at them @aidacra looks at them and so do others. Yes climbing that mountain is difficult but imagine what would happen if every issue that was entered immediately ended up in a development queue.
They need a way to triage the stuff test it, and make sure it is indeed an issue before taking more action. That means we have to sometimes go through the low level support folks and over explain stuff and repeat it is part of the process. It is not pleasant (I agree) but what other solution is there?
Can you point us to ideas?
And like @hkeric.wci said. It is really tiring to keep having to escalate. Demonstrate the issue to multiple people. Go back and fourth for weeks. All to have a problem finally entered - and then sit with nothing done for years.
Do I have to follow up on everything constantly for anything to get done?
OMG, users probably say that about us!!!
Agreed,
I support over 500+ people at my company along with my team, sometimes we have to say no… or we “ignore” (push it to the bottom of the queue) a request because we are working on 30 other requests that are more impactful and I’m sure those folks think we “suck”
There’s 3 or 4 of us to support 500+ people…
I imagine that ration is about right on par with Epicor too
Support is a thankless job
I must say my experience since upgrading to 10.2.700 and even a bit before that has been very positive compared to years ago. Very fast responses. Not everything solved, but there is an effort and some things have been submitted for fixes pretty quickly. That was not my experience a few years back.
You have to look at the problem on a scale compared to everyone else. How bad is your issue? is there a work around? how many clients does it affect?
We all live in a bubble but the reality of it is Epicor supports thousands of users and on top of that they are constantly innovating the product so sometimes problems that have a work around or a very small impact are not going to be top priority.
I agree it is frustrating, but I have walked in their shoes for years there’s only 24 hours in a day and only so much you can do at once.
If the problem is impacting your company drastically continue escalating and bringing it up, here on epic-care etc. They do fix things, I know they’ve fixed a ton of tickets I’ve put in… (they’ve also ignored a ton of them or added it to the problem queue)
I agree with your response and what they have to deal with. No answer and no updates from them, however, is driving most of my frustration.
Scheduling issues related to the receive time not allowing us to implement the scheduling scheme originally designed for us by our consultants.
A useless configurator developed to use the PO record creation, and an annoyed purchaser that has to constantly create new parts.
Stuck jobs and issues on the database and app server from a stuck process. Resolved probably by an IF statement to see if the job already exists - but resulting in a time consuming and annoying fix if a user messes up.
I got PRBs issued for all of these. In the past I’ve had problems issued, communication was always poor, like problems being rejected because it was resolved on a future version - but no notice given to me. ERPS put in and then rejected with communication that it was rejected. It’s hard to advocate and follow up on stuff when problems disappear and items are rejected without notice.
This is really the crux of all my problems. Proper communication and transparency would make dealing with support much easier.
I had an issue that was misinterpreted as cosmetic (though actually effected functionality). The original problem was entered correctly too. It took a lot of prodding and asking why nothing had been done for the support agent to tell me that “it’s not priority because it’s a cosmetic issue” which was wrong.
I’ll throw my .02 in here. Most of the issues that you guys have brought up are the very reason this community was created. Epicor cannot (and has no incentive to) help most people with most issues. This community does that!!
Look at the recent issues with the Microsoft updates! Who found it? Who found the resolution? If you type that issue in Google what do you find?
That is what the community is for.
I absolutely love this community! But I don’t think the community is here to help support the issues I’ve mentioned
Documented features not being available, and lack of checks resulting in crashes seems like it should really rest with the company selling the product (plus selling product support) and their development team.
@John_Mitchell I have consulted the community about these issues in the past too.
Back to the Surveys question - is anyone getting Survey Emails? I haven’t seen one in a year. Is their Survey Algorithm broken not to send emails out? or are they magically just somewhere being eaten by my spam filters.
Anyone getting Survey Emails after the closure of a ticket?
@hkeric.wci after you close the case a “take survey” button appears where “disable notifications” is in epiccare
I haven’t received emails for recent cases either
While I am not going to be able to solve all the issues , I am certainly happy to help escalate if some processes have broken down - for those that feel strongly please drop me an email stephen.edginton@Epicor.com I will follow up with you and the leadership team.
Please summarize and give me context outline the journey, frustrations, ideal outcomes and where we missed expectations.
The community is a great source of knowledge but we are here to help and resolve issues.
I’ve found that the deficiencies that ebb and flo’ through support over the years have only helped me become a stronger user. I’m forced to solve whatever problem is in front of me. Sure, I get frustrated by specific support reps but I also understand they, like everyone else, are stretched thinner than a welfare sandwich.
They have to filter 50 stupid or irrelevant requests for every 1 valid one. And you know what, some of the vet support reps might be understandably jaded when they get your seemingly innocuous request, the rest are green and truly want to help but don’t know how to help. Feel like you know more than support? Well it’s because you probably do, but how do you teach someone to support a product they don’t use like we use all day every day. How do you teach someone new 10 years of a users experience in just a few months? Significant challenges no doubt.
I’ve spoken with the executive teams about support issues and they really do want to make it better, but just as we feel getting support can be climbing a mountain, they have their own mountain of trying to train on an ever evolving/massive product, with a revolving door of employees, in a thankless position. A considerable hurdle no doubt.
If your organization has managed to meet the top level efficiencies in all departments, perfect communication, low turn over, quick training… reach out to Epicor and share those secrets 
PS We’ll take a few of those secrets too lol
