Support here is crazy

[lewism]

You might wonder why I am constantly upset, constantly writing negative things and I thought it might be time to explain it.

First of all, I'm not an a$$hole, I am usually quite patient and can deal with most problems so long as things make some sense.

Dealing with TOPCMM is what keeps me frustrated. I suggested this software to a customer, who is (rightly) so immensely upset with us for ever doing so. Each time I think I see a ray of light, something else happens which hurts our reputation yet again.

What is it that keeps happening? Well, let's see if I can mention just a few so this doesn't go into multiple pages.

Terrible communications;

Most of the problems I've had so far are pretty minor things but they turn into nightmares because when I am contacted about the problem, they usually don't get it from the first message. So this goes on until someone understands something so that something can get done.

Constantly moving from one customer to the next;

I realize there is a time difference so each time I contact support, I know it'll be a day before they get back to me, most times.
Problem is, when someone finally starts to help me, they contact me about the job but then move on to other customers so if something is wrong, I have to wait yet another day to get a reply again. That is frustrating because I'll sit here to make SURE that I am available for them if they need something. Sometimes, like tonight, they will stick with you but again, I've spent an hour or so sitting here watching support on my server and it was something that could have been fixed by email in 2 minutes. That is, if someone were to actually review the emails being tossed back and forth.

Everything is a MARKETING OPPORTUNITY for TOPCMM;

This company tries to get money out of you in every way possible. Fair enough, but always hanging off of the licensees shirttail is not the way to earn money.

The software is JAMMED with 123flashchat everywhere, they try to stick links and logos into everything possible so that it's near impossible to get it all out. Why? These are not your sites, they are your customers sites. You should stop trying to market so much using your own customers. It is very frustrating.

Then there are other things like these new modules that instantly take 20% from you and claim to make you money. Who in their right mind is going to spend much money on virtual gifts? This module could have been better designed so that it makes the owner money without having to give away 20% just for the opportunity to own it. That's silly.

There is also documentation stating that an upgrade from pre 9.1.1 versions will give a substantial increase in loading speed.
We're not seeing it. I see some basic new features, not much else. I bet a lot of customers would be most frustrated to purchase the upgrade only to find not much new.

So, I'm at a LOSS. I don't want to be an upset customer, I don't want to always feel that I need to complain but I want myself and other customers to show some balls and ask for things which are right such as I am.

All I want is to suggest things that could help them to make their customers happier, just as I want to be a happy customer and not an upset one.
If things worked out for this customer, we would be happy to suggest the software to the many customers that we deal with every year. Right now, there is no way I would EVER suggest it to anyone and will always tell anyone in forums to stay the heck away from this software.

I honestly would like to be able to say otherwise.

Thanks for your ear, I'm almost sure not many will bother reading this or responding. Other than Frodo perhaps .

[lewism]

Tonight, I had a very positive surprise.
Support contacted me, and stuck with me the whole time and didn't seem to move on to other customers.

I very much appreciate that and am hopeful this will continue.

Thank you.

[lewism]

Support has continued to be very good since I posted this.
I have needed help twice since this and each time, the help was quick, friendly and the support person didn't leave until the problem was resolved.

That is a wonderful change.

[UCZ]

Support is good, at first i got frustrated too... we have to accept that at least for me, they are in a different time zone and when im awake the techs are probably sleeping. We have to be more patient sometimes. Glad you are having a more positive experience now.

[lewism]

Originally Posted by UCZ

Support is good, at first i got frustrated too... we have to accept that at least for me, they are in a different time zone and when im awake the techs are probably sleeping. We have to be more patient sometimes. Glad you are having a more positive experience now.

Thanks for the input but my concerns have never been time zone but a number of other things .

[needjannet]

i also need this