I am a major researcher before I pull the trigger on anything. I made sure with the sales rep that the software would do (or not do) what I needed it to do before I pulled the trigger. I especially explained that I have been burned too many times by paying upfront set-up fees and signing contracts on products due to being burned too many times before. Being promised the software would perform as advertised and with posted performance guarantees of help and responsiveness, I went against my own rule, paid the setup fee, and moved forward with Skyslope.
Getting set-up I again researched, watched the tutorials, the webinars, read all the FAQ, and literally went through the entire self-help section to learn the system in and out. When working with my dedicated support rep, I knew more about the system than they did. It was really quite sad. It was clear their support reps knew very little about their software and even less about the industry as a whole and how things flow. I sadly had to ask for a new support rep that was knowledgable, and they admitted that this person was new that was assigned to me. My assigned rep was wonderful to work with. The problem was the system did not perform at all to the sold standards and did not contain the features I was promised. My new support rep spent her time trying to figure out "workarounds" for me to try and get the system closer to the promised results. But eventually the growing list of "yeah, the system doesn't do that, but you can take the time to submit that as a feature request" kept being heard.
After a few months into the system, still knowing more than their technicians did about their own system, I was ignored completely. After several requests for help, it would take 10-14 days to get a response that they were too busy with bringing on new accounts to help me. I begged for help, and would get no responses at all, from anyone. I reach out REPEATEDLY even to my sales rep who sold and promised the product and never got any response. It was only after I asked to cancel the product for failure for it to operate and get the support as promised that I received a call. I explained my desire to cancel, they looked at my account and admitted that their company was having many issues internally and admitted they had dropped the ball, and they would get back to me about canceling. Of course, 10 days had gone by I had heard nothing again so I had to inquire about my cancellation again since they were still billing me. After bugging again, I was told I was in a contract and they would not let me out despite the lack of performance. I explained their contracts states that if their company did not perform they would have to allow me to cancel, and they would not even honor the contract they have.
I had to reach out to my attorney to have them write a letter explaining that their service guarantees and contract was not upheld and it was demanded that the Cease and Desist. This was sent to their legal team and the CEO of the company. Not surprisingly, not even their legal team or CEO ever responded in any way.
To literally bring on a customer and give written promises, and even admit to you that they as a company are struggling to support their customers...and then blow them off entirely from the salesperson, to support staff, to legal team, all the way to the CEO says everything about this company. They do not care about their customers...they do not care about their reputation...and I am taking the time out of my own time to share with you to stay away from this company despite what they tell you or promise you. I have dedicated a combined months' work of hours into trying to make this system work, trying to understand how I can make a workaround, and how to get the company to help me stay with thim...and they have zero interest. DO NOT end up in the problem I am in with this company. Review collected by and hosted on G2.com.