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Signed a 3 year contract with a vendor and they outsourced support to a call center in Manila without telling us
Back in April we renewed our ERP maintenance deal with a mid size vendor. The original support team knew our setup, responded within an hour. Then last month I call about a payroll module bug and get transferred three times. The person on the other end reads from a script and asks me to restart the server. I mean, I get outsourcing, but who changes support structure after you sign a multi year deal without a heads up? We are a 40 person company in Austin, we cannot afford a dedicated in house admin. Has anyone else had a vendor silently swap their support team mid contract? What did you do, ride it out or find a way to break the agreement?
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vera19529d ago
Got a buddy who runs a small manufacturing shop in Ohio, same exact thing happened to him with his accounting software vendor. He signed a two year deal, then six months in, his usual rep just vanished and he started getting emails from a generic support address. First time he called, the new person asked him what version of the software he was on, which was literally in the ticket system already. He spent three months trying to get them to fix a simple tax calculation error, every call was a fresh script. Finally he just started emailing the original sales guy who sold him the deal, and that got things moving again. His contract had a clause about material changes to service, so he threatened to use that, but honestly he just rode it out and made a lot of noise until they gave him a senior person to talk to. He told me he'll never sign a multi year deal again without asking who answers the phone first.
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