Vantage - Epicor Support

Yahoo Archive
1
I would want to reiterate what was mentioned earlier.



I have found consistently that if I am not satisfied with the initial
response from the service tech, I will escalate up the chain of command
at Epicor and have found them very responsive when I explained my
situation.



On several occasions I have been given the response that it was fixed in
the next upgrade from the service tech, but I needed it now. I have
found that by going up the chain, I have had my issues resolved with the
issue either being included in the next patch for my version or a one
off that resolved my issue.



If you are not satisfied with the initial response from the service tech
or feel your issue has gotten lost, escalate to the next level. Don't
get angry, escalate.





Jerry Rodden

SA - Production Planning/MRP

Cardington Yutaka Technologies Inc.

575 West Main Street

Cardington, OH 43315

Phone: 419-864-8777 ext. 6209

Fax: 419-864-7771

Email jrodden@...





[Non-text portions of this message have been removed]
2
Hi All,

Im just wondering how what people's thoughts are regarding Epicor's support.

I know a lot of you post your queries here - is this because you dont pay for Epicor's support or is this because you have more success here?

If you do use Epicor's support, how do you find it?

How do you find speed of response?

Have you ever logged something with support where they were unable to provide a solution then you have either found one for yourself or posted the question on here and somebody has told you the answer?

Do you find all of your problems are fixed within a suitable time?

Do you find if a fix isnt available that it is often something that is fixed in a future service pack?

I would be interested to find your thoughts.

Thanks.




[Non-text portions of this message have been removed]
3
We have support contract with Epicor, but I found this place is normally faster.
If I do use Epicor's support, I call, (I normally try very hard to solve the problem by ourselves.)
Epicor's respond speed varies.
No, I haven't logged that.
We have problems the support said would be fixed in the specific new patch, and they weren't.


________________________________
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of Chris Thompson
Sent: Friday, August 14, 2009 9:01 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Vantage - Epicor Support



Hi All,

Im just wondering how what people's thoughts are regarding Epicor's support.

I know a lot of you post your queries here - is this because you dont pay for Epicor's support or is this because you have more success here?

If you do use Epicor's support, how do you find it?

How do you find speed of response?

Have you ever logged something with support where they were unable to provide a solution then you have either found one for yourself or posted the question on here and somebody has told you the answer?

Do you find all of your problems are fixed within a suitable time?

Do you find if a fix isnt available that it is often something that is fixed in a future service pack?

I would be interested to find your thoughts.

Thanks.

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



[Non-text portions of this message have been removed]
4
My experience with Epicor support has been that their fallback position is always - it will be fixed in the next version. I haven't found them to be user friendly and am thankful that we have a supportive consulting group outside of Epicor to work with.

--- In vantage@yahoogroups.com, Chris Thompson <chriselectrix@...> wrote:
>
> Hi All,
>
> Im just wondering how what people's thoughts are regarding Epicor's support.
>
> I know a lot of you post your queries here - is this because you dont pay for Epicor's support or is this because you have more success here?
>
> If you do use Epicor's support, how do you find it?
>
> How do you find speed of response?
>
> Have you ever logged something with support where they were unable to provide a solution then you have either found one for yourself or posted the question on here and somebody has told you the answer?
>
> Do you find all of your problems are fixed within a suitable time?
>
> Do you find if a fix isnt available that it is often something that is fixed in a future service pack?
>
> I would be interested to find your thoughts.
>
> Thanks.
>
>
>
>
> [Non-text portions of this message have been removed]
>
5
Chris, I'm curious why you ask the question... do you not have Support?

I've found their Support to be "adequate". Could it be better? Always.
Have I seen worse? Absolutely.

There have been a few times I've beat my head against the desk for a few
hours and then called them and spoke to one of the few knowledgeable
folks in the MSP office and had the issue resolved. They even have a
few good techs in the Monterrey, MX office.

You have to remember these people support many, many versions; heavily
customized to out-of-the-box; various OS's; SQL and Progress, and
varying qualities of server hardware. And then there are the dumb users
and the smart users. Some users cause the problems themselves and are
too embarrassed to say so and if they would be honest the problem would
be resolved much easier.

If we were to expect "concierge" gold-level support then our annual fees
would be doubled. Support is never meant to be a safety net or in lieu
of in-house talent. But many customers expect Support to be their
Admins, too.

I've been to customers before that have their Vantage server sitting in
the lunch room next to the coffee pot. (true) How is that smart?

These guys have their work cut out for them.

Sometimes to get the results you desire you need to be a bully. If you
are not happy with your support, start sending emails to the managers.
Whenever we (Epicor Customers) create a call and then close it, we all
receive the midnight "thank you for using support" email. It has the
manager's info on it. Use it! I have. Shake up the tree if you're not
satisfied and be a Support Bully. It works.

This forum is amazing and it has a wide array of customer knowledge and
insight. This is a supplementary resource. The answers you receive
here will vary more than the boilerplate responses from Epicor Support.
Epicor has liability on the Support they provide... we as colleagues do
not.

I use both.... a lot. The way I submit my calls to Epicor is via
EpicWeb. I spend the time to include all my server logs (and other
applicable logs like MRP), screenshots and as many details as possible.
I zip them up and submit via the website. Almost *always* within 24
hours I get an *educated* call back because of all the info I supplied
up front allows them to better route the call and pre-research my
resolution prior to calling me.




Vic


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of Chris Thompson
Sent: Friday, August 14, 2009 9:01 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Vantage - Epicor Support

Hi All,

Im just wondering how what people's thoughts are regarding Epicor's
support.

I know a lot of you post your queries here - is this because you dont
pay for Epicor's support or is this because you have more success here?

If you do use Epicor's support, how do you find it?

How do you find speed of response?

Have you ever logged something with support where they were unable to
provide a solution then you have either found one for yourself or posted
the question on here and somebody has told you the answer?

Do you find all of your problems are fixed within a suitable time?

Do you find if a fix isnt available that it is often something that is
fixed in a future service pack?

I would be interested to find your thoughts.

Thanks.




[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/linksYahoo! Groups Links
6
I'll second what Vic says. I find this group incredibly useful, and I invest some time here with regularity on the hope that the favor will be returned when I need a helping hand. That effort has been rewarded time and time again.

But this doesn't replace my support agreement with Epicor. I ask different questions here than I would support. Here I'm often looking for ideas and suggestions on how to approach something, and less often questions on how something works or is supposed to work. I've rarely found a vendor's tech support organization that is equipped or able to answer questions along the lines of "how do I make feature 'x' work for this particular business problem?". Those are "consulting" questions.

When I've had particular issues that I think are defects, I report them on the assumption they'll get fixed, and I've had three or four issues I've found make their wait into service packs (that someday, if I get my VMWare performance issue solved I'll implement). So there's real value there. And I've gotten good, informed answers to problems I've had. I know my users have gotten good answers as well, although sometimes not on the first try.

Occasionally I've gotten the lame "works as intended" answer. I do sigh a bit at those.

I'd say the support is average. I've managed helpdesks in the distant past, and given Epicor's commitment to supporting such a broad range of product versions, the challenge on that group must be considerable.

I do wish Epicor would be a bit more engaged with groups like this, and they should read The Cluetrain Manifesto.

-bws

--
Brian W. Spolarich ~ Manager, Information Services ~ Advanced Photonix / Picometrix
    bspolarich@... ~ 734-864-5618 ~ www.advancedphotonix.com


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of Vic Drecchio
Sent: Friday, August 14, 2009 10:09 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Vantage - Epicor Support

Chris, I'm curious why you ask the question... do you not have Support?

I've found their Support to be "adequate". Could it be better? Always.
Have I seen worse? Absolutely.

There have been a few times I've beat my head against the desk for a few
hours and then called them and spoke to one of the few knowledgeable
folks in the MSP office and had the issue resolved. They even have a
few good techs in the Monterrey, MX office.

You have to remember these people support many, many versions; heavily
customized to out-of-the-box; various OS's; SQL and Progress, and
varying qualities of server hardware. And then there are the dumb users
and the smart users. Some users cause the problems themselves and are
too embarrassed to say so and if they would be honest the problem would
be resolved much easier.

If we were to expect "concierge" gold-level support then our annual fees
would be doubled. Support is never meant to be a safety net or in lieu
of in-house talent. But many customers expect Support to be their
Admins, too.

I've been to customers before that have their Vantage server sitting in
the lunch room next to the coffee pot. (true) How is that smart?

These guys have their work cut out for them.

Sometimes to get the results you desire you need to be a bully. If you
are not happy with your support, start sending emails to the managers.
Whenever we (Epicor Customers) create a call and then close it, we all
receive the midnight "thank you for using support" email. It has the
manager's info on it. Use it! I have. Shake up the tree if you're not
satisfied and be a Support Bully. It works.

This forum is amazing and it has a wide array of customer knowledge and
insight. This is a supplementary resource. The answers you receive
here will vary more than the boilerplate responses from Epicor Support.
Epicor has liability on the Support they provide... we as colleagues do
not.

I use both.... a lot. The way I submit my calls to Epicor is via
EpicWeb. I spend the time to include all my server logs (and other
applicable logs like MRP), screenshots and as many details as possible.
I zip them up and submit via the website. Almost *always* within 24
hours I get an *educated* call back because of all the info I supplied
up front allows them to better route the call and pre-research my
resolution prior to calling me.




Vic


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of Chris Thompson
Sent: Friday, August 14, 2009 9:01 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Vantage - Epicor Support

Hi All,

Im just wondering how what people's thoughts are regarding Epicor's
support.

I know a lot of you post your queries here - is this because you dont
pay for Epicor's support or is this because you have more success here?

If you do use Epicor's support, how do you find it?

How do you find speed of response?

Have you ever logged something with support where they were unable to
provide a solution then you have either found one for yourself or posted
the question on here and somebody has told you the answer?

Do you find all of your problems are fixed within a suitable time?

Do you find if a fix isnt available that it is often something that is
fixed in a future service pack?

I would be interested to find your thoughts.

Thanks.




[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/linksYahoo! Groups Links





------------------------------------

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/linksYahoo! Groups Links
7
Currently 1/3 of all our support calls are not being resolved. All customization and crystal reports are not being supported. I would say if the support call is not resolved within 24 hours it doesn't get resolved at all.

Â



________________________________
From: Chris Thompson <chriselectrix@...>
To: vantage@yahoogroups.com
Sent: Friday, August 14, 2009 9:00:33 AM
Subject: [Vantage] Vantage - Epicor Support

Â
Hi All,

Im just wondering how what people's thoughts are regarding Epicor's support.

I know a lot of you post your queries here - is this because you dont pay for Epicor's support or is this because you have more success here?

If you do use Epicor's support, how do you find it?

How do you find speed of response?

Have you ever logged something with support where they were unable to provide a solution then you have either found one for yourself or posted the question on here and somebody has told you the answer?

Do you find all of your problems are fixed within a suitable time?

Do you find if a fix isnt available that it is often something that is fixed in a future service pack?

I would be interested to find your thoughts.

Thanks.

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







[Non-text portions of this message have been removed]
8
I have found Epicor support to be of little use.

Before I even consider contacting support I have 30 – 60 minutes in trouble shooting and analysis gathering the steps and print screens. I do agree with a previous post – if you are going to use support I have found EpicWeb to a good way to submit calls and provide your information and documentation.

Epicor's first line of defense when reporting a problem is to tell you to go to the latest release – with no regard to what other functions might be broken in the new release. Then they blame it on customizations you may have done – so far none of our customizations have been the cause of any bug I have reported. Finally, they will start to look into your request as a possible issue. Most of our calls end up with "working as designed" (poorly). When I have submitted enhancement requests – most are rejected.

It seems ridiculous that I have to pay support for the right to report bugs in their software (I never signed up to be a beta tester).

The moment you ask detailed questions about how the software flows they tell you to get consulting help (you pay extra for this).

I do not have experience with other ERP software support – but if they are all like this – the entire ERP industry should be ashamed. I have used Dell Silver support for our servers and found it to be very good.

> ________________________________
> From: Chris Thompson <chriselectrix@...>
> To: vantage@yahoogroups.com
> Sent: Friday, August 14, 2009 9:00:33 AM
> Subject: [Vantage] Vantage - Epicor Support
>
> Â
> Hi All,
>
> Im just wondering how what people's thoughts are regarding Epicor's support.
>
> I know a lot of you post your queries here - is this because you dont pay for Epicor's support or is this because you have more success here?
>
> If you do use Epicor's support, how do you find it?
>
> How do you find speed of response?
>
> Have you ever logged something with support where they were unable to provide a solution then you have either found one for yourself or posted the question on here and somebody has told you the answer?
>
> Do you find all of your problems are fixed within a suitable time?
>
> Do you find if a fix isnt available that it is often something that is fixed in a future service pack?
>
> I would be interested to find your thoughts.
>
> Thanks.
>
> [Non-text portions of this message have been removed]
>
>
>
>
>
>
>
> [Non-text portions of this message have been removed]
>
9
I concur with most of what Chris and others have already stated. I will add however; that I have significant experience with other ERP support organizations that have stellar reputations and I have actually run a world wide support team and can say with confidence that Epicor support doesn't match up with world class standards. Someone said earlier that at least 1/3 of their support calls are not resolved. I believe that our experiences here are very similar. Some of our users are now simply closing open calls because of long delays and a sincere doubt that Epicor will bring closure. In other cases I am finding that users aren't opening support calls at all because of past negative support experiences. Common responses from support are that the code "is working as designed" (without acknowledgement that it may be the wrong design) or it is fixed in a release that may be many months ahead of our internal patch cycle. Neither of these responses provides much value at all in response to our support expense dollars.

I am not suggesting that there aren't talented individuals working in support because I have worked with some of them and respect their knowledge and dedication. I also have talked with various managers in the support organization and believe that they too are dedicated professionals and want to improve their standing and image as well. What I do believe is that the very core of their support model is broken. In my opinion the support model is internally facing instead of customer facing. If it were customer facing all processes would be optimized to bring closure to most calls during the first encounter with the customer and all subsequent actions would be the responsibility of the support team. We have had very few encounters with support where resolution was found during the first or second call and in the final analysis we were taxed with additional testing or documentation only to find out that it was a known bug (after several weeks of delays) or that it is targeted to be fixed at some future release.

I do appreciate the fact that Epicor support has their hands full...consider all of the ERP solutions that they support...consider all of the various revision levels that they support...consider the different hardware and database options that they support...consider the very nature of Windows applications and their inherent quirkiness...and then look at the high number of bugs that they need to manage in the production versions of the code. I argue that the REAL issue has as much to do with the Epicor's internal practices of developing requirements without enough direct customer input (this is likely in the development team's court), and in their internal testing procedures that allow code to be released prior to gaining full sign-off and approval from the support team (this is likely in the sales/marketing team's court).

In summary; Vantage is a decent product but is more unstable that we would like to see. I only hope that we don't continue to be underwhelmed with the support performance to a point where we suffer from buyer's remorse.






[cid:image002.jpg@01CA1FDF.973A9F50]
Dale Walker
Director, Information Technology
Le Sueur Incorporated
1409 Vine Street
Le Sueur, MN 56058
ph.507.665.6204 x277
fx .507.665.8466

www.lesururinc.com<http://www.lesururinc.com>




[Non-text portions of this message have been removed]
10
I would concur with all of this. I was instrumental in the Epicor selection and there's a great deal I like about the product and its been fairly successful for us, but the release quality is pretty poor, and the support side is pretty underwhelming. I've felt some buyer's remorse, but there's not much one can do except kvetch and hope things improve.

-bws

--
Brian W. Spolarich ~ Manager, Information Services ~ Advanced Photonix / Picometrix
    bspolarich@... ~ 734-864-5618 ~ www.advancedphotonix.com


-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of Dale S Walker
Sent: Tuesday, August 18, 2009 9:41 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: Vantage - Epicor Support

[...snip...]

I do appreciate the fact that Epicor support has their hands full...consider all of the ERP solutions that they support...consider all of the various revision levels that they support...consider the different hardware and database options that they support...consider the very nature of Windows applications and their inherent quirkiness...and then look at the high number of bugs that they need to manage in the production versions of the code. I argue that the REAL issue has as much to do with the Epicor's internal practices of developing requirements without enough direct customer input (this is likely in the development team's court), and in their internal testing procedures that allow code to be released prior to gaining full sign-off and approval from the support team (this is likely in the sales/marketing team's court).

In summary; Vantage is a decent product but is more unstable that we would like to see. I only hope that we don't continue to be underwhelmed with the support performance to a point where we suffer from buyer's remorse.
11
I pretty much agree with what Dale said. I have found that recently when I call in about a "known" issue, it is usually resolved in that same call (although not always to my complete satisfaction). In the past it has always amazed my that Epicor keeps known issues a secrect even from their support. I think this is starting to change. I would like to see a searchable database made available to everyone at Epicor and all their customers on known issues and resolutions. At this point I really don't think they are hiding that about their software problems from their competition.

They also need to do a better job about explaining what has been fixed and/or changed in each patch or release.

It would also make a big difference if Epicor recruited some experts in manufacturing and accounting. The way some parts of their software behaves makes you wonder "what where they thinking of when they did this?".

My bottom line is that if Epicor can get their act together with Customer Support and change a few basic things in their business model, then I can see sticking with them for a very long time. After all, Vantage has a lot of good stuff going for it. I hate to see it ruined by a poor customer support reputation.




________________________________
From: Dale S Walker <dwalker@...>
To: "vantage@yahoogroups.com" <vantage@yahoogroups.com>
Sent: Tuesday, August 18, 2009 9:40:50 AM
Subject: [Vantage] Re: Vantage - Epicor Support

Â
I concur with most of what Chris and others have already stated. I will add however; that I have significant experience with other ERP support organizations that have stellar reputations and I have actually run a world wide support team and can say with confidence that Epicor support doesn't match up with world class standards. Someone said earlier that at least 1/3 of their support calls are not resolved. I believe that our experiences here are very similar. Some of our users are now simply closing open calls because of long delays and a sincere doubt that Epicor will bring closure. In other cases I am finding that users aren't opening support calls at all because of past negative support experiences. Common responses from support are that the code "is working as designed" (without acknowledgement that it may be the wrong design) or it is fixed in a release that may be many months ahead of our internal patch cycle. Neither of these responses provides
much value at all in response to our support expense dollars.

I am not suggesting that there aren't talented individuals working in support because I have worked with some of them and respect their knowledge and dedication. I also have talked with various managers in the support organization and believe that they too are dedicated professionals and want to improve their standing and image as well. What I do believe is that the very core of their support model is broken. In my opinion the support model is internally facing instead of customer facing. If it were customer facing all processes would be optimized to bring closure to most calls during the first encounter with the customer and all subsequent actions would be the responsibility of the support team. We have had very few encounters with support where resolution was found during the first or second call and in the final analysis we were taxed with additional testing or documentation only to find out that it was a known bug (after several weeks of delays) or
that it is targeted to be fixed at some future release.

I do appreciate the fact that Epicor support has their hands full...consider all of the ERP solutions that they support...consider all of the various revision levels that they support...consider the different hardware and database options that they support...consider the very nature of Windows applications and their inherent quirkiness.. .and then look at the high number of bugs that they need to manage in the production versions of the code. I argue that the REAL issue has as much to do with the Epicor's internal practices of developing requirements without enough direct customer input (this is likely in the development team's court), and in their internal testing procedures that allow code to be released prior to gaining full sign-off and approval from the support team (this is likely in the sales/marketing team's court).

In summary; Vantage is a decent product but is more unstable that we would like to see. I only hope that we don't continue to be underwhelmed with the support performance to a point where we suffer from buyer's remorse.

[cid:image002.jpg@ 01CA1FDF. 973A9F50]
Dale Walker
Director, Information Technology
Le Sueur Incorporated
1409 Vine Street
Le Sueur, MN 56058
ph.507.665.6204 x277
fx .507.665.8466

www.lesururinc. com<http://www.lesururinc.com>

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







[Non-text portions of this message have been removed]
12
I agree also. On some calls I have support people contacting me regularly updating me of the progress being made on my call and other calls where I'm fairly certain the support person is no longer with Epicor and my call has gotton lost! One of my pet peeves is the response that it will be fixed in Epicor 9 or has been fixed in Epicor 9. I have to specifically ask if there is any intention of fixing it in Vantage 8.03.4xx. If I'm not willing to upgrade to Epicor 9 and they stop fixing bugs in 8.03.4xx I'm going to have a hard time justifying the cost of a maintenance contract!

Sue

--- In vantage@yahoogroups.com, "Brian W. Spolarich " <bspolarich@...> wrote:
>
> I would concur with all of this. I was instrumental in the Epicor selection and there's a great deal I like about the product and its been fairly successful for us, but the release quality is pretty poor, and the support side is pretty underwhelming. I've felt some buyer's remorse, but there's not much one can do except kvetch and hope things improve.
>
> -bws
>
> --
> Brian W. Spolarich ~ Manager, Information Services ~ Advanced Photonix / Picometrix
> Â Â Â Â bspolarich@... ~ 734-864-5618 ~ www.advancedphotonix.com
>
>
> -----Original Message-----
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of Dale S Walker
> Sent: Tuesday, August 18, 2009 9:41 AM
> To: vantage@yahoogroups.com
> Subject: [Vantage] Re: Vantage - Epicor Support
>
> [...snip...]
>
> I do appreciate the fact that Epicor support has their hands full...consider all of the ERP solutions that they support...consider all of the various revision levels that they support...consider the different hardware and database options that they support...consider the very nature of Windows applications and their inherent quirkiness...and then look at the high number of bugs that they need to manage in the production versions of the code. I argue that the REAL issue has as much to do with the Epicor's internal practices of developing requirements without enough direct customer input (this is likely in the development team's court), and in their internal testing procedures that allow code to be released prior to gaining full sign-off and approval from the support team (this is likely in the sales/marketing team's court).
>
> In summary; Vantage is a decent product but is more unstable that we would like to see. I only hope that we don't continue to be underwhelmed with the support performance to a point where we suffer from buyer's remorse.
>
13
It's sad to see the comments on support. Way back when....(I walked to school in the blizzard), Support was pretty good. I even had a few favorite people I talked to. Hopefully Epicor will get the hint and get their game together. It's hard to recommend the software when people are unhappy.
Nancy

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of snielsen28
Sent: Tuesday, August 18, 2009 12:16 PM
To: vantage@yahoogroups.com
Subject: [Vantage] Re: Vantage - Epicor Support



I agree also. On some calls I have support people contacting me regularly updating me of the progress being made on my call and other calls where I'm fairly certain the support person is no longer with Epicor and my call has gotton lost! One of my pet peeves is the response that it will be fixed in Epicor 9 or has been fixed in Epicor 9. I have to specifically ask if there is any intention of fixing it in Vantage 8.03.4xx. If I'm not willing to upgrade to Epicor 9 and they stop fixing bugs in 8.03.4xx I'm going to have a hard time justifying the cost of a maintenance contract!

Sue



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