When Tech Support does not come through

This disappoints me greatly. the fact that they have hundreds of companies
using their older versions, and they are essentially dropping them off a
cliff (support wise) if not migrating to V8.
I could maybe see this as reasonable if the V8 changes weren't so costly,
the migration less complicated, and V8 were completely fleshed out.
However, such condition do not, and will not exist. I'd expect that there's
a huge percentage of their customer base that cannot viably consider V8.
So why not support them? (yes, yes, sales dollars, ROI, R&D costs, Stock
holders, etc) I did read the recent posts on economics. But still, our
company would consider this very bad customer care, and would not dream of
acting in this manner with the customer base. They are broadcasting a
message that the product has been upgraded, if you don't buy it, you wont
get support for the other versions, for which you already paid us.

I am not a decision maker, only a user. Perhaps I shouldn't be posting
this. But I hear doors slamming in our faces.

As to the etiquette, on this post I tried to be more attentive to the
common considerations. How ever, I like to top post. (a new term I learned
yesterday) I like seeing the new info at the top of the email. I finally
forced myself to cut out the the extra crud at the bottom.

Learning to change....
Rhonda


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
Bruce Butler
Sent: Thursday, May 11, 2006 8:58 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Re: When Tech Support does not come through


Worst of all, not on 8.0 yet, we purchased the package with the good
feeling that they were still supporting users on the 4.0 version of the
software. < We failed to realize the limitations of support with the
older packages. >






[Non-text portions of this message have been removed]
Perhaps, I am the only one who has ever had difficulty
with getting a response form Epicor 'tech-support'?

So, I am just checking.....
If you have every had an issue with 'tech-sport'
where they do not respond or resolve your problem... what do you do?

Can you tell me what you have done ?

What methods have any of you used if you find yourself in a spot where
Epicor 'tech-support' abandons you?

Thanks for all responses.


_________________________________________________
Babette Welch
IT Director
Argonics, Inc
1110 Wright Street
Marquette MI 49855
906.226.9747 ext 235
906.228.0951




[Non-text portions of this message have been removed]
We are currently having this problem. They have a copy of our
database for troubleshooting, but every question I pose is responded
to with a canned response. I have tried the reponses and when they
don't work, and the next canned response doesn't work, I get another
canned response. I have suggested they view our db but they won't. It
seems as if they have assigned low experience type assistants to ver
6 situations. Maybe I'm paranoid.

--- In vantage@yahoogroups.com, "Babette Welch" <bwelch@...> wrote:
>
>
> Perhaps, I am the only one who has ever had difficulty
> with getting a response form Epicor 'tech-support'?
>
> So, I am just checking.....
> If you have every had an issue with 'tech-sport'
> where they do not respond or resolve your problem... what do you do?
>
> Can you tell me what you have done ?
>
> What methods have any of you used if you find yourself in a spot
where
> Epicor 'tech-support' abandons you?
>
> Thanks for all responses.
>
>
> _________________________________________________
> Babette Welch
> IT Director
> Argonics, Inc
> 1110 Wright Street
> Marquette MI 49855
> 906.226.9747 ext 235
> 906.228.0951
>
>
>
>
> [Non-text portions of this message have been removed]
>
Joe Jasper @ Epicor has stated that if you are not getting a satisfactory
answer, request that the matter be elevated. They can not deny this
request, and if it is, report it to Joe.

Ron Robinson
Director of Purchasing
LI-COR Biosciences

Phone: 402-467-0606
FAX: 402-467-0867
Email: ron.robinson@...
Web: www.licor.com



"bb66866" <bb66866@...>
Sent by: vantage@yahoogroups.com
05/10/2006 05:24 AM
Please respond to
vantage@yahoogroups.com


To
vantage@yahoogroups.com
cc

Subject
[Vantage] Re: When Tech Support does not come through






We are currently having this problem. They have a copy of our
database for troubleshooting, but every question I pose is responded
to with a canned response. I have tried the reponses and when they
don't work, and the next canned response doesn't work, I get another
canned response. I have suggested they view our db but they won't. It
seems as if they have assigned low experience type assistants to ver
6 situations. Maybe I'm paranoid.

--- In vantage@yahoogroups.com, "Babette Welch" <bwelch@...> wrote:
>
>
> Perhaps, I am the only one who has ever had difficulty
> with getting a response form Epicor 'tech-support'?
>
> So, I am just checking.....
> If you have every had an issue with 'tech-sport'
> where they do not respond or resolve your problem... what do you do?
>
> Can you tell me what you have done ?
>
> What methods have any of you used if you find yourself in a spot
where
> Epicor 'tech-support' abandons you?
>
> Thanks for all responses.
>
>
> _________________________________________________
> Babette Welch
> IT Director
> Argonics, Inc
> 1110 Wright Street
> Marquette MI 49855
> 906.226.9747 ext 235
> 906.228.0951
>
>
>
>
> [Non-text portions of this message have been removed]
>







Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must
have already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
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(2) To search through old msg's goto:
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[Non-text portions of this message have been removed]
This was another big reason we stopped maintenance simply no value.

Innovative Office Products, Inc.
Frank Zeigafuse
General Manager
610-559-6369
fzeigafuse@...


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of bb66866
Sent: Wednesday, May 10, 2006 6:25 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: When Tech Support does not come through


We are currently having this problem. They have a copy of our
database for troubleshooting, but every question I pose is responded
to with a canned response. I have tried the reponses and when they
don't work, and the next canned response doesn't work, I get another
canned response. I have suggested they view our db but they won't. It
seems as if they have assigned low experience type assistants to ver
6 situations. Maybe I'm paranoid.

--- In vantage@yahoogroups.com, "Babette Welch" <bwelch@...> wrote:
>
>
> Perhaps, I am the only one who has ever had difficulty
> with getting a response form Epicor 'tech-support'?
>
> So, I am just checking.....
> If you have every had an issue with 'tech-sport'
> where they do not respond or resolve your problem... what do you do?
>
> Can you tell me what you have done ?
>
> What methods have any of you used if you find yourself in a spot
where
> Epicor 'tech-support' abandons you?
>
> Thanks for all responses.
>
>
> _________________________________________________
> Babette Welch
> IT Director
> Argonics, Inc
> 1110 Wright Street
> Marquette MI 49855
> 906.226.9747 ext 235
> 906.228.0951
>
>
>
>
> [Non-text portions of this message have been removed]
>








Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must
have already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder
and Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links
I am continually complaining to my inside sales rep about this exact
issue. My problem is when they hit a brick wall with the canned
responses or there is no canned response, I get "The software is working
as designed."



I found an obvious case of the design in 8.0 working as I expected, and
in 6.1 "working as designed," which were two totally different outcomes.
They have a big issue with fixing design flaws.



Worst of all, not on 8.0 yet, we purchased the package with the good
feeling that they were still supporting users on the 4.0 version of the
software. We failed to realize the limitations of support with the
older packages.



My rep takes the brunt of my gripes, but I am taking the opportunity
here to let a few go.



Bruce Butler

IT Manager

Knappe & Koester, Inc.

_____

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of bb66866
Sent: Wednesday, May 10, 2006 6:25 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: When Tech Support does not come through



We are currently having this problem. They have a copy of our
database for troubleshooting, but every question I pose is responded
to with a canned response. I have tried the reponses and when they
don't work, and the next canned response doesn't work, I get another
canned response. I have suggested they view our db but they won't. It
seems as if they have assigned low experience type assistants to ver
6 situations. Maybe I'm paranoid.

--- In vantage@yahoogroups.com, "Babette Welch" <bwelch@...> wrote:
>
>
> Perhaps, I am the only one who has ever had difficulty
> with getting a response form Epicor 'tech-support'?
>
> So, I am just checking.....
> If you have every had an issue with 'tech-sport'
> where they do not respond or resolve your problem... what do you do?
>
> Can you tell me what you have done ?
>
> What methods have any of you used if you find yourself in a spot
where
> Epicor 'tech-support' abandons you?
>
> Thanks for all responses.
>
>
> _________________________________________________
> Babette Welch
> IT Director
> Argonics, Inc
> 1110 Wright Street
> Marquette MI 49855
> 906.226.9747 ext 235
> 906.228.0951
>
>
>
>





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