I have Found Icode Support second to none
I have found Icode's support to be timely and results oriented. I'm shocked that you have made the comments that you have. My expirence with them since June of 2001 has been a company that cares about the customer and hangs in their to make sure that everything works. I had VAR support with another software package SBT which was awful. The VAR did not have the knowledge and the ability to handle my source code application issues. Icode wrote their own package and has been able to deliver complete support including if necesseary providing patch's to fix problems. I guess that your customers did not want pay for service.
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Originally Posted by cyberdov
Icode users who have implemented, trained, and get support through VARs have a better experience than those who have dealt directly with Icode. A quality VAR has a direct interest in the customer's ongoing satisfaction and will be there to support the users for the long haul. Icode has VARS all across North America (including Pavey Associates, where I am the NY Partner).
you must not be expirenced in asking for help
Why did you not contact the management of Icode. I quess complaining to the world and hiding here is the only way you survive as a person. I have found Icode to completely support their products even in a situation like yours they Icode would have helped you. You must not have paid for support with a contract. You must have wanted something for nothing. You get in life what you pay for. You must not have needed the product if you did not persue the situation in 2002! I have been an Icode customer since June of 2001 and I have found Icode to care and support me, but wait a minute I was not looking for something for nothing. Were you?
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Originally Posted by bladinaction
Here's our Icode sob story.
We were a fast growing clicks and mortar business (1.5M/year in 2001). We were looking for a solution just like Everest promised to be. You save money on payroll, one software for multiple locations, point-of-sale etc.
So we purchased a 10 user Everest license in Feb '02. Same as everyone else, they told us it would be up and running in a week if we hired their "implemetation engineers" to come on site for a week. So we paid $38000 for the whole deal and had them come out.
October '02 we scheduled them to come out. They had two guys come out (one was in training), and after a weeks time, nothing was working. All they could say was that the brand new Dell servers we bought would be reformatted(because these guys had messed them up so bad, they were the only ones that touched the machines). They couldn't even import the data from netsuite (which we were using for accounting at the time). So, they sent the qualified onsite guy back two weeks later. The software was "not ready for primetime". So we started using it without our previous data. We were on the phone with their support crew virtually every day because this or that didn't work right. Two weeks later they sent another support guy out (at our expense!) because they said we needed him to rebuild our database. Only one catch, all the information we had put in over the two weeks we were working on the system would have to be thrown out! So we bit the bullet, and got it done.
After that we spent at least 10 hours/week on the phone with their support folks (who speak hardly intelligible English by the way) and over the course of the first year submitted over 100 support "incidents". An incident was a situation where something didn't work right.
Here we are paying them to tell them whats wrong with their software! Thats not how it works...We should have been paid for being their lab rats.
We have talked to many Icode users and all of them have the same feelings and thoughts on this subject. No one is happy.
We are not lawyers, but if one of you out there reads this, you could probably make a lot of money off this situation. I don't know how they can get away with this FRAUD, but it has to stop before there are more victims.
If anyone would like to buy our 10 user license, you can get it at a bargain price of $20,000.
P.S. I don't know much about Interprise, but hasn't anyone noticed that their website looks and feels a lot like Icode? Who are these people?
did you not look at things completely on the front end
Your expirence with Icode is completely different than mine. It sound like you purchased the wrong product and now want to complain after making the decision. I have been an icode customer since June of 2001 and never one time have they Icode ever told me something that was not true. I'm shocked that you are taking this public forum to vent. Why not call Icode and discuss your concerns with them as a company directly. I guess hiding behind a blog is the best way to solve your business problems. Good luck and much sucess in your future.
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Originally Posted by cameraworld
I'm a small business here in Australia (
www.cameraworld.com.au ) we purchased Everest Advanced a little over a year ago, we received our 'support charge' three months ago and it has increased more than 400% over the original pricing, they apparently have changed direction.
We paid it and the service is still the same rubbish as before, every release has consistant fatal bugs and we are about to sign up with NetSuite with still 9 months of support available from iCode (Shows how much their product is making our business suffer!), their support and product are rubbish! The supposed developers in Australia & Singapore complaign that they have huge trouble customizing the product due to the dreadful and more than $200US and hour support from iCode out of India, also everytime they load an update my site has to be virtually rebuilt from scratch.
Once my NetSuite site is finished, I'd be happy to give you the software for free! But personally the product is a bottomless pit for money with no return.
The CRM is a joke, the site cannot even be picked up by web crawlers so no organic rankings and the site goes down on average once a week. We pay for both iCode direct support & local supplier support, the Australian sales agent is so sick of iCode Indias pathetic support that he is dropping the product all together.
I may sound bitter, and I am, but the product honestly is average at best and even worse their support is tragic especially when you calculate the cost.
Do yourself a favour and look at NetSuite or some other product from a major supplier with 'local' support the less you have to deal with hardware, software and maintenance the more time you can have on driving your business making profits for you.
jason why did you not contact Icode directly
Jason i'm wondering if you are one of the folks that did not want to move forward to everest from Accware. You sound like an underfunded company that might have purchased the wrong product in the first place. I'm sure that you should qo to quick books for 1500.00 and call it a day. If you needed this type of product in the first place then your business should have been able to handle the conversion to the new product. I guess hiding behind this blog is the way you survive in business and life. Keep up the good work. Looking at things positively Icode is a product that competes against Microsofts Great Plains which is double to 2.5 the cost of Everest Advanced. The Everst product does work and solves problems.
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Originally Posted by Jason
I have experienced all of the above.
All of us are in the same situation, we got fulled one way or another, they sold us a product that looked good, but had no real good backend, crashing all the time, crawlers can not pick up any pages, on and on ,
we should all get together & go after Icode guys legally,
they made our life misreble, lets make theirs worst, we paid them good money , & they took it & ran, now no real support , no good product.
one advice to all of you do not buy Everest.
We should all go to the district attorney & file a complain, may be at east we can get our money back.
:)thousands of customers currently using Everest Advanced?????:)
You have got to be kidding me, publish even 100 happy customers, Icode does not get <7M in revenue with 1000's of customers..you guys are very funny.
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Originally Posted by iCode employee
There are two sides to every story.
The iCode customer satisfaction rating has continued to improve over the last 2 years as illustrated by the customer survey conducted on an annual basis every April.
The iCode product works and works well. This can be attested to by the thousands of customers currently using Everest Advanced and the significant number of customers willing to be referenced as to how Everest has had a positive impact on the way they manage their business.
iCode is willing to assist any customer who has a current maintenance contract. As with any software company, customer support is not free. iCode offers customers the option of either having an annual maintenance contract with unlimited calls to customer support or the flexability to pay by the call.
If you have a legitimate issue, please email me and I will look into the situation.