I do like the software and a lot of the features that it has even know that it’s a menu driven application which takes some time to get used to I am primarily in service but I am the owner of the business and oversee all aspects of the organization We met Jack and his son-in-law five years ago but didn’t purchase the system until three years ago So the question is what do we like best about it there are serval functions that we like but this does not quite function properly we have had a lot of issues and customer support is a big problem at this point and getting problems resolved in a reasonable timely manner
What do you dislike?
What we do not like is the customer support there is to support people Chris and John and now Jacqui that just started issue there’s no organization on prioritizing issues and problems with the software and prioritizing them specially with the issues with the ongoing problems 1 problem causes another Chris is virtually a good guy but is so overwhelmed and loses track of what he’s doing from day to day John does a great job when he gets with you and focus is on your issues but he’s only one person and there’s so many issues going on there’s not enough hours in the day for him to cover them all unfortunately because Jack is the programmer and Chris does some programming and now since the son-in-law is no longer there but did programming as well things are kind of in a disarray and getting things accomplished in a timely manner
What business problems are you solving with the product? What benefits have you realized?
issues and I’ve been ongoing for sometime accounting discovered my accounting of being out of balance and then trying to work on it for the last 3 to 5 months Parts and inventory And reports has tremendous amount of issues Price desk with pack sizes has been an ongoing issue Notifications when parts are ordered and they come in service is not notified through email or text this is been going on for several months and has not yet been fixed There is so many issues like this that we have been dealing with being out of balance don’t get me wrong we are not perfect by any means and I’m sure we’ve made a few mistakes but unfortunately with the software you have to have Wallace tech-support to make any and all changes because Very complicated to go into the back in and make them yourself and the set up process is very complexed there’s no way you can do it on your lastly I’ve been a little customer helping them make significant changes to their software and giving them tremendous information and support and spending many hours as well even selling them to systems and helping them as well give them Christmas bonuses of $2500-$3000 a year on top of my support Went to tradeshows and help them at my cost and sold systems for them Now we are at The end of our relationship it appears do too a one-sided agreement and a non-disclosure that I have no access to their software I Purchased software. Now they want to create a an agreement that was never in place which I’m not in agreement with that they can terminate at any time which then I would not be able to use the software after I’ve paid for it I would suggest anybody that’s looking at software be aware of the situation it all looks good when you look at it but until you get it And use it you don’t know what you’re buying then you’re stuck
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