Technical Support Issues?

[Jill Murphy]

Our office had called in with a technical support issue with our software, NOVA day one, and we didn't get a response for over a day. It was to my understanding our type of support was to be within 2 hours of us leaving our message. We never get a technician immediatly, we always have to go through a laundry list of options to leave a message and then sit by the phone and wait. When we finally got a call back the technician said something of day one doing a "clean up" in their tech support division, firing and people quitting so they are behind, has anyone else heard of this? If this is true, please let me and others who read/post in this forum a heads up for we will not be renewing our support service if this is the case. Their service was getting better and it seemed to have been slipping over the past 3-4 months and now this?!? This doesn't sound good at all, a new group of technicians replacing the experienced ones...this is not a good sign of things to come. If anyone would like to comment on this please do.

 

[airphoto]

A couple of remarks ..

1. IMHO Athena has excellent technical support, with first-class follow-up!

2. Bradford (Toolbox) requires little or no tech support, and is going now with a 'software upgrade only' program, that includes e-mail tech support .. I've not talked with their tech support in over a year ..

Why are you dealing with someone who's product requires regular tech support?

 

[George W Dodd]

Jill,

Been there and done that :twisted:

Was a DayOne user since the 1980's and IMHO the they have gone downhill since purchased by appraisal.com (management company want to be).

I switched to wintotal about 3 months ago. Easy to use, great product, and the BEST TECH SUPPORT! :!:

Take my advise, switch :idea:

 

[Mountain Man]

Try e-mailing them? I find in some big corporate types (like our local phone service) it takes a month just to get through the auto call answer menu. I get better responce if I e-mail them.