# What happens when a key feature in a new software solution doesn't work as expected?

<p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true"><strong>Have you ever encountered these situations:</strong></p><ul>
<li>a key feature in a newly implemented software doesn't work as your team expects </li>
<li>a key feature in a newly implemented software platform does not work as demonstrated by the Vendor</li>
<li>a feature is much more limited than what you were sold</li>
</ul><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">How have you worked around this?  </p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">How have you worked with the software vendor to improve important features that are not up to your expectations? </p><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">How did things turn out?</p>

##### Post Metadata
- Posted at: almost 3 years ago
- Author title: 20-year Marketer and Marketing Automation Expert
- Net upvotes: 6


## Comments
### Comment 1

&lt;p&gt;Honestly, I reach out to the support and ask them if the software does what I was expecting. If not, I ask for a refund. I hate to do that, but it shows the software developer what is important to users. &lt;/p&gt;

##### Comment Metadata
- Posted at: almost 3 years ago
- Author title: Marketing Expert, Writer, Educator
- Net upvotes: 3


### Comment 2

&lt;p&gt;Luckily, I have only had this happen while evaluating software. If I can&#39;t try everything with a piece of software in a free or paid trial, I usually cross it off my list. I can&#39;t risk things not working when it&#39;s live for me or my team.&lt;/p&gt;

##### Comment Metadata
- Posted at: almost 3 years ago
- Author title: Digital Content Creator. Tech Geek. Dad.
- Net upvotes: 2

#### Reply 1

Yes 👍 Matt ✅

##### Reply Metadata
- Posted at: almost 3 years ago
- Author title: Managing Partner at Huf Consultancy and full time Autist


### Comment 3

&lt;p&gt;Hi Alex,&lt;/p&gt;&lt;p&gt;I pasted your question below as (currently 2023-07-18) &quot;the system&quot; does not allow me to &quot;inline or thread&quot; reply.&lt;/p&gt;&lt;p&gt;Thus, this is the way 😉&lt;/p&gt;&lt;p&gt;&lt;strong style=&quot;font-size: inherit;&quot;&gt;Have you ever encountered these situations:&lt;/strong&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;ul&gt;&lt;li&gt;&lt;em&gt;a key feature in a newly implemented software doesn&#39;t work as your team expects&lt;/em&gt;&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;blockquote&gt;Yes&lt;/blockquote&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;ul&gt;&lt;li&gt;&lt;em&gt;a key feature in a newly implemented software platform does not work as demonstrated by the Vendor&lt;/em&gt;&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;blockquote&gt;Yes&lt;/blockquote&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;ul&gt;&lt;li&gt;&lt;em&gt;a feature is much more limited than what you were sold&lt;/em&gt;&lt;/li&gt;&lt;/ul&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;blockquote&gt;Yes&lt;/blockquote&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&lt;strong&gt;I will reply to all 3 questions, combined.&lt;/strong&gt;&lt;/p&gt;&lt;blockquote&gt;&lt;em&gt;How have you worked around this?&lt;/em&gt;&lt;/blockquote&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;blockquote&gt;&lt;em&gt;How have you worked with the software vendor to improve important features that are not up to your expectations?&lt;/em&gt;&lt;/blockquote&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;blockquote&gt;&lt;em&gt;How did things turn out?&lt;/em&gt;&lt;/blockquote&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&lt;strong&gt;2023-07-18 reply Mark Huf&lt;/strong&gt;&lt;/p&gt;&lt;p&gt;Been there, as you can see by the &quot;&lt;strong&gt;3 x Yes&lt;/strong&gt;&quot;.&lt;/p&gt;&lt;p&gt;Nowadays (in the context as you describe, &quot;Key&quot; being the keyword here), nothing gets implemented without the vendor on site for at least 4 weeks.&lt;/p&gt;&lt;p&gt;Moreover, since I never assume anything, nothing gets implemented without being tested in a &quot;proper copy&quot; of the main systems. &lt;/p&gt;&lt;blockquote&gt;Proper copy can/may be interpreted as &quot;clone of the current processes in operation - live production environment&quot;.&lt;/blockquote&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Side note: &lt;/strong&gt;&lt;/p&gt;&lt;p&gt;I understand that there are a plethora of reasons why the above might not be possible and/or feasible. &lt;/p&gt;&lt;p&gt;That being written, vendor commitment for onsite presence for &quot;x weeks&quot; I will not derive from.&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;Best,&lt;/p&gt;&lt;p&gt;Mark&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&lt;/p&gt;

##### Comment Metadata
- Posted at: almost 3 years ago
- Author title: Managing Partner at Huf Consultancy and full time Autist





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