Response from Brandon Barnhart of Dr Dispatch
Thank you for the feedback. I'm sorry that we didn't fully answer your questions and follow through with our expectations to deliver an excellent customer experience. I remember this incident last year and want you to know that even though we were training a new technician, we sincerely did not mean to deliver bad information to you. Honestly, we learned a lot from that experience and we will do better next time.
You are running Dr Dispatch 5.5 Build 43 (188.8.131.52 ) We are currently on 6.1 build 55 (184.108.40.206). This is 2 major upgrades behind our latest version.
I believe if given the chance you would like our more current version over the one you have been running on for the past 2 years. Some of your recent woes might be relieved with those updates.
We don't program in bugs to proliferate support contracts. That's just bad business if someone does that. What usually happens is something like your Gmail account gets changed and the software hasn't been updated to counter balance the changes. I think you even realized this in your last support request. The one you submitted back in May.
Another great example of this problem is when you are using 2012 software but try to use Windows 10 product that was released in 2016. The dispatch software wasn't written to work with the software that didn't exist yet.
We see this more so with products, like Quick books, that release an updated each year. The customers decide not to update their dispatch software. Intuit makes a change that stops invoices exporting. We update the software to keep up with our integration partners and those changes are passed out in our support plan updates.
The email you mention was a courtesy reminder that you haven't had a support plan for over 1 year. We publish our policy along with our help guides on our site and offer a 1 year grace period to renew your support and get those updates included with the contract. If you upgrade in that time period you would get all of the upgrades from your version up to the latest.
You are correct the software is very easy to use. Sometimes customers do need extra help, guides, and training. In the past 4 years we have published several "how to videos" on YouTube and our main website, as well as produced an ever-growing search-able help database.
You tube tutorials:
Our "How to Video" section:
Our Online help with search:
We hear your concerns. We are actively working on improving our short comings. I think we're heading in the right direction. You can see some of our current feedback has been very promising.
Pam reported 12 days ago (Thu, 26 May at 2:08 PM) via Email To: <email@example.com>
Please forward this email to the Technical Support Manager
This morning a call was placed for technical assistance for some issues we were having. Jim assisted me as he has a few times before. His customer service was and is exceptional. Please commend him for his efforts and commitment to provide great service.
Email Sent: Tuesday, May 31, 2016 1:30 PM To: Brandon Barnhart
WOW!!! 6.1 is blazing fast!!! I really like how you guys do upgrades without making any intimidating visual changes.
DrDispatch Transportation Software Team 2016