Just an off topic here. I’ve been using Kinetic/Epicor/Vantage now for around about 20 years. I was lucky enough to be trained partly by a third party company who have then been taken over and the staff elevated to V/president level positions in Epicor. What I’m trying to say is, I know the product pretty well.
I don’t use support very often and when I do there is usually something that has been fouled up during an upgrade and something that had been working seamlessly is now not.
When I get these often I will be pushed through a UK or an overseas office. The overseas offices are generally good and will pursue the issue. The UK office on the other hand has deteriorated to such a state where I am shrugging my shoulders as I know that support will not be forthcoming. Lately it is so bad that they often as me to refer to forums like this (you guys are great). But its not what we are paying 6 figures for!
It really hit the pan when I got:
“It’s not the role of support to trouble-shoot customer environments or custom items”
*and *
“Sorry, there isn’t a Support team willing to take this”
I’m interested. Am I the only one?