We have had JN for over 17 months. Product has many glitches but we've contacted them repeatedly and they have never fixed one or been able to give us an explanation. Specifically, their two way sync does not work in many areas and they repeatedly have asked us for print screens of the glitches which we provide but always say "they cannot replicate so they can’t help". If there is a problem the will use these technique over and over for the same glitch until you just are worn out and stop asking.
If we make a change to an existing estimate in QB it does not change the estimate in JN so the estimates in JN are never correct and useless for us. Recently, we realized we had sent 3 emails to a customer over the course of a month through JN that they never received and in JN they were marked as "sending" but never go anywhere. We have brought it to their attention and they admitted “there was a problem” that they would look into but we don't expect any results.
We made a suggestion online for a simple update to their customer record format (well over a year ago) as we were told by them that our feedback was important. Then I looked at the topic in the community area and over 300 customers had made the same suggestion over years and years and they have yet to do anything to help with the suggestion so obviously they are not responsive to customer input.
Last, it is obvious from conversations with tech support over the years that they are low level and don't understand the product or real life application. We continuously are told different answers to the same question by different tech support members and do not trust their responses. We were told incorrect instructions when we first started with them that corrupted our QB sync and one employee had to spend over 100 man hours fixing the records because of your incompetence. All they said was sorry and offered us a 3 month (approx $200 credit) for all the time we had paid this employee to fix their mistake in our QB. The two way sync is dangerous...JN went into our QB and made a large proportion of our customers inactive! It took us over a month of complaining before we could even get a manager to call us back and fix the problem. They block you from escalating complaints to anyone that can truly help or knows the product. They repeatedly say “we’ll need to talk to the developer” and who knows who/where they are but as customers we are never allowed to interface with anyone who can do anything about the many glitches we continue to come across with this product.
When/if we have time we would switch CRMs but our industry is so busy we are currently slammed. But we will eventually find the time and find a better product. It appears they are a smallish company that is trying to compete against bigger players but does not have the staff or expertise to compete well.