Sage 100

Frustration. ACS Group needs more support people. We're trying to go live with multi-bin. We sent an email three weeks ago about the fact that the multi-bin valuation report doesn't have complete data. We inquired about it a week ago and received an email back saying that they're looking into the issue. Today we're told to uncheck one of the report options. That didn't address the original issues reported at all. The customer replies back to them with screenshots and receives the following: ""Thank you for your email. I will have intermittant access to emails this week. I will respond to you ASAP and you can contact Brandi at brandi@acsg.com for immediate help."", which could mean that he's onsite with a customer, on vacation, or at a doctor's appointment. Brandi's great, but she can't do the level of support needed. I like the guys at ACS on a personal level, but this kind of lag and poor response makes it nearly unethical for me to recommend their products.

I've been having the same support experience most of this year. I guess the Job Ops integration has really stretched them.

+1 with the frustration. Been trying to upgrade a customer with PM2000 for months. Constant issues with sloppy programming, and CRAZY delays for phone support. Takes DAYS just for a ""sorry for the radio silence"" email, which only includes excuses why they haven't responded. ACSG just makes me look bad and I wouldn't use any of their products if they paid me. @Businessofconsulting

Yes, we're trying to get a response to an issue with a PM2000 client. Like pulling teeth.

I know that it's hard to grow a business, hard to add a support employee without additional revenue, but a company has to consider that they may be losing current customers and prospects when support is this poor. You all know this. I'm just venting. It's comforting to know that I'm not the only one in this boat.

Actually they are not the one doing anything on the JobOps integration. It's all at Synergistic.

Just found out Ron Jacobs is on vacation this week.

Maybe that is a hidden meaning of the ONE group. We have ONE person to support each of our products...

I'm not sticking up for ACS not providing proper timely support, but we only agree with customers going live when the new system is fully tested with no outstanding issues remaining on the list.

That's always my plan, @JohnHoyt . It is made *extremely* difficult when the software vendor doesn't respond timely, and then when they do, the response is *extremely* unhelpful. Multi-bin was installed 6 months ago. Since then, we've had two updates or reinstalls. We're testing pallet tracking and related reports, the last piece of the puzzle. I just received this from Ron Chompf this morning: ""When you upgrade you will be fine. By the way I'm on vacation this week."" Oh, and by the way, every - single - stinking - time we upgrade, something breaks in Scanco or WOScan. Perhaps one day, the ONE consortium with have it's act together. Today is not that day.

So both Ron's are on vacation this week. That's really bad planning. I've been there more times than I've wanted to. It's a third party vendor issue or the customer insists on going live. Both situations usually end up badly, and in almost all cases they are no longer our customer - they blame it on us. In the case of the vendor, we should have fired them and started with another. Definitely not easy decisions.

Wow, both Ron's really are on vacation this week! I e-mailed them and had Automatic replies from both.

Actually not exactly - Ron Jacobs had a death in the family, so that's not vacation.

Unfortunately, this issue is not new. I've been struggling with them for MONTHS, not days or weeks.

I too join the frustrations - deadlines are constantly missed. Emails half read. I could elaborate more but will not - yes total frustration and clients pissed too and question if they will be able to support them when they go live . They are good guys but they need more help.

The truth is that the real blame here lies with Sage for two reasons. First, key programs like multi-bin, scanning, multi-currency, and a whole slew of others that are an integral part of almost any business today, should really be developed by the software developer (Sage). Second, if you are going to rely on others to develop these programs for you, have some control and accountability for what's being integrated into your core code. At the end of the day the customer does not know ACSG from Scanco or DSD and sees it all as one buggy program called Sage 100.

I couldn't help but replay Monty Python's ""The Dead Bishop"" in my head. Klaus: It's a fair cop, but society's to blame. Detective: Right. We'll arrest them instead.

They told us they had a really big client they were all busy with. I thought maybe it would turn out that their stuff was the new stuff we're supposed to see in Sage 100 in 2017. Wild speculation on my part, totally.

Burn me once, shame on you. Burn me twice, shame on me.

Very wild and unlikely Rhonda but who knows.....

This is what opens the door for competition. So will DSD's multi-bin become the preferred alternative? What is the next best alternative?

Properly designed ERP software needs no alternatives, because features like multi-bin are standard.