Vantage Customer Support

Yes! The support has been lacking for quite some time now. They used to help you right away. Now, all they do is send you some document somebody created a long time ago that may or may not solve your problem.

Jasper

-----Original Message-----
From: wade_mckelvey [mailto:wade_mckelvey@...]
Sent: Wednesday, February 07, 2007 10:50 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: Vantage Customer Support



Has anyone else noticed a marked deterioration in 8.03 Customer Support
in the last few weeks? Typically our calls would be worked on soon
after they were submitted, now I can't even get a response via phone or
email. I'm wondering if it's just us or across the board. Thanks.

--- In vantage@yahoogroups <mailto:vantage%40yahoogroups.com> .com, "micro100tool" <dleipf@...> wrote:
>
> What is your experience and satisfaction level with Vantage Customer
> Support? We were on Vantage 6.1 and made the mistake of moving to 8.03
> and have gone from bad to worse with support.
>
> We have had instances were Support staff were short and rude. Calls
> can be open for any length of time without resolution and
> communication; we had one call open for five months before we closed
> it. Even contacting CS management frequently does not warrant the
> curtesy of a return phone call or email.
>
> Thanks
> D. Leipf
> IT Manager
> Micro 100 Tool Corporatoon
>







[Non-text portions of this message have been removed]
What is your experience and satisfaction level with Vantage Customer
Support? We were on Vantage 6.1 and made the mistake of moving to 8.03
and have gone from bad to worse with support.

We have had instances were Support staff were short and rude. Calls
can be open for any length of time without resolution and
communication; we had one call open for five months before we closed
it. Even contacting CS management frequently does not warrant the
curtesy of a return phone call or email.

Thanks
D. Leipf
IT Manager
Micro 100 Tool Corporatoon
I've had very few issues with them. I have noticed that with V8 it
takes longer for some issues to be resolved, and calls are open it bit
long for my liking, but I've found them tolerable.



From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of micro100tool
Sent: Friday, January 26, 2007 11:26 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Vantage Customer Support



What is your experience and satisfaction level with Vantage Customer
Support? We were on Vantage 6.1 and made the mistake of moving to 8.03
and have gone from bad to worse with support.

We have had instances were Support staff were short and rude. Calls
can be open for any length of time without resolution and
communication; we had one call open for five months before we closed
it. Even contacting CS management frequently does not warrant the
curtesy of a return phone call or email.

Thanks
D. Leipf
IT Manager
Micro 100 Tool Corporatoon





[Non-text portions of this message have been removed]
we too have not been pleased by 803 support.

they close tickets on us without tell us or providing us with the
resolution. typical the resolutions is that is forwarded to another
department.

Roger Rabus
Logical Solutions

________________________________

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of micro100tool
Sent: Friday, January 26, 2007 10:26 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Vantage Customer Support



What is your experience and satisfaction level with Vantage Customer
Support? We were on Vantage 6.1 and made the mistake of moving to 8.03
and have gone from bad to worse with support.

We have had instances were Support staff were short and rude. Calls
can be open for any length of time without resolution and
communication; we had one call open for five months before we closed
it. Even contacting CS management frequently does not warrant the
curtesy of a return phone call or email.

Thanks
D. Leipf
IT Manager
Micro 100 Tool Corporatoon






[Non-text portions of this message have been removed]
I have found most of the support personnel to be very helpful. Some,
especially the more "technical" ones tend to give general solutions and
attempt to send you off on your way to struggle to fill in the gaps they
leave out. I have also found that almost none of them actually have any true
first-hand use with the products. Therefore, they can not answer best
practice questions beyond the basics. They will also tell you that they know
enough to get something working, (if they can) and that they are told to get
on and off of a call as soon as they can. From a management perspective, I
can understand this because of the number of people that they need to
support, but I will not dicuss my opinions of "technical support."

I can advise you however to communicate your dissatisfaction of solution to
a support manager. I know that after my calls are closed, I receive emails
requesting surveys, an support managers contact info is listed there. The
couple of time I expressed my concerns, the entire support team rallied to
resolve my issues. Whether they will at some point have to wait for
development is another question...but I advise that as soon as you feel
something has gone on too long without resolution, contact a support
manager.

Carey


>From: "micro100tool" <dleipf@...>
>Reply-To: vantage@yahoogroups.com
>To: vantage@yahoogroups.com
>Subject: [Vantage] Vantage Customer Support
>Date: Fri, 26 Jan 2007 16:25:53 -0000
>
>What is your experience and satisfaction level with Vantage Customer
>Support? We were on Vantage 6.1 and made the mistake of moving to 8.03
>and have gone from bad to worse with support.
>
>We have had instances were Support staff were short and rude. Calls
>can be open for any length of time without resolution and
>communication; we had one call open for five months before we closed
>it. Even contacting CS management frequently does not warrant the
>curtesy of a return phone call or email.
>
>Thanks
>D. Leipf
>IT Manager
>Micro 100 Tool Corporatoon
>
>
>

_________________________________________________________________
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You can keep calling back and emailing one of the managers and asking to speak to them directly until you get resolution. I go through this at least once a quarter with Epicor and its always so much fun. I occasionally have to get them to address the bottom line which is whether your issue was resolved or not. I also keep the friendly ones close when I know their skill sets and strengths.
RSN

micro100tool <dleipf@...> wrote:
What is your experience and satisfaction level with Vantage Customer
Support? We were on Vantage 6.1 and made the mistake of moving to 8.03
and have gone from bad to worse with support.

We have had instances were Support staff were short and rude. Calls
can be open for any length of time without resolution and
communication; we had one call open for five months before we closed
it. Even contacting CS management frequently does not warrant the
curtesy of a return phone call or email.

Thanks
D. Leipf
IT Manager
Micro 100 Tool Corporatoon






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[Non-text portions of this message have been removed]
I have found that most of my delays were caused by development. That
is to say that I seem to always find the broken functions within V8 and
tech support can only explain to me that that's just the way it is
until development fixes the bad logic. I do know that development has
indeed worked on and corrected some of the functions I have called in
but it seems that if I find 1 fix, many others didn't get fixed. I
have been told that many of the issues I have found have probably been
fixed in .803. Until I see fewer issues in the .803 implementations, I
have not yet been motivated to move to .803.

This all puts tech support at a great imposition making their primary
quality as Vantage employees the ability to diffuse customer
situations. I am certain that they would rather be supporting the
product that has no bugs but for now they do what they do. As for my
experience with tech support, except for a few (less than 5) phone
calls over the past two years, they have demonstrated impressive
professionalism, dedicated stamina and good insight. I have to say it
is easy to overlook the many good calls I have had when I get that rare
bad call. Bad calls are really bad to a customer who has spent a small
fortune to buy this software but cannot get it to work.

I say this so that when you judge one area of Vantage make sure that
you are considering the problem of your problem.


By the way, on my few bad calls, I did call management and I don't
think it helped at all.
--- In vantage@yahoogroups.com, "JohnBob" <jholden@...> wrote:
>
> I have found that most of my delays were caused by development.
That
> is to say that I seem to always find the broken functions within
V8 and
> tech support can only explain to me that that's just the way it is
> until development fixes the bad logic. I do know that development
has
> indeed worked on and corrected some of the functions I have called
in
> but it seems that if I find 1 fix, many others didn't get fixed.
I
> have been told that many of the issues I have found have probably
been
> fixed in .803. Until I see fewer issues in the .803
implementations, I
> have not yet been motivated to move to .803.
>
> This all puts tech support at a great imposition making their
primary
> quality as Vantage employees the ability to diffuse customer
> situations. I am certain that they would rather be supporting the
> product that has no bugs but for now they do what they do. As for
my
> experience with tech support, except for a few (less than 5) phone
> calls over the past two years, they have demonstrated impressive
> professionalism, dedicated stamina and good insight. I have to
say it
> is easy to overlook the many good calls I have had when I get that
rare
> bad call. Bad calls are really bad to a customer who has spent a
small
> fortune to buy this software but cannot get it to work.
>
> I say this so that when you judge one area of Vantage make sure
that
> you are considering the problem of your problem.
>
>
> By the way, on my few bad calls, I did call management and I don't
> think it helped at all.
>

We are currently on version 8.00.10C - I have and e-mail from Epicor
stating that certain issues will only be repaired on 803 and not on
the 8.00.10 version. This is frustrating since 803 seems to have
it's own set of problems and we are reluctant to upgrade until
Crystal reports, product configurator and other issues are somewhat
resolved. Epicor's technical support is generally very helpful, I
can understand the few rare calls where someone is short. They are
the front line and do not develop the software but take the brunt of
customer dissatisfaction. The worst problem is that they may be
operating on a version one patch above and since technical support
can not "duplicate" the problem the call can not be logged. I have
discussed this with development and you can "request" them to test
on your same version to see if the patch level they are on repaired
the problem.

We have had issues that were open for months, some are "working as
designed" and will not be altered. We keep a listing of all open
calls and routinely test to see if repaired on patches. Sometimes
the patch detail will show as repaired but it did not fix the
problem. We have been told many times that the more customers who
request a repair or change, the higher up on the list the request
will be placed. This user group is a good forum to resolve some of
these issues.
That has been my experience.

micro100tool <dleipf@...> wrote: What is your experience and satisfaction level with Vantage Customer
Support? We were on Vantage 6.1 and made the mistake of moving to 8.03
and have gone from bad to worse with support.

We have had instances were Support staff were short and rude. Calls
can be open for any length of time without resolution and
communication; we had one call open for five months before we closed
it. Even contacting CS management frequently does not warrant the
curtesy of a return phone call or email.

Thanks
D. Leipf
IT Manager
Micro 100 Tool Corporatoon






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[Non-text portions of this message have been removed]
Has anyone else noticed a marked deterioration in 8.03 Customer Support
in the last few weeks? Typically our calls would be worked on soon
after they were submitted, now I can't even get a response via phone or
email. I'm wondering if it's just us or across the board. Thanks.



--- In vantage@yahoogroups.com, "micro100tool" <dleipf@...> wrote:
>
> What is your experience and satisfaction level with Vantage Customer
> Support? We were on Vantage 6.1 and made the mistake of moving to 8.03
> and have gone from bad to worse with support.
>
> We have had instances were Support staff were short and rude. Calls
> can be open for any length of time without resolution and
> communication; we had one call open for five months before we closed
> it. Even contacting CS management frequently does not warrant the
> curtesy of a return phone call or email.
>
> Thanks
> D. Leipf
> IT Manager
> Micro 100 Tool Corporatoon
>