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djmaine
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Jan 9, 2008, 11:50 AM
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Interactive Tools Support - Completely Unacceptable!
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My apologies, this is long...
Several months ago, our website www.windhamweb.com made the switch from Page Publisher to Article Manager. I thought this would be a good move to give my staff more flexibility in wirting their content.
After seeing how complicated the system was, I decided to purchase six hours of consulting to get the site together correctly.
Well, those six hours have now turned into nearly six months. Plus we aadded another two hours (making eight purchased hours)
The site was not functioning properly and I have placed ticket after ticket trying to get the site to work correctly. The responses to tickets are very slow IMHO (up to 2-3 days). Then in the fall, I simply stopped getting responses, and my ticket was (as they daid) "lost in the shuiffle" for over a MONTH! 
So finally, after a series of calls, I get a call and email from Donna. I explain the situation and they assign Ross. Oh, and they will "give" me 2 more priority hours.
Ross, my original builder now tells me the site was built incorrectly. I roll my eyes, but eagerly await the fix. That was four weeks ago.
I get emails stating that to adjust the site will take too long and that I need to do some of the work. I'm not happy about that considering I am merely a part-time department head, but agree to do "my part"
The program is about as clear as mud at times, but I finally get things to where they are supposed to be.
Now, I keep waiting and waiting for things to be done. I have to be a pain in the ass and constantly email and/or call and still get a slow response.
Wouldn't you think after 5-6 months that I should be near the TOP of theoir priority list so they won't have someone like me bitching about their service (or lack thereof)
It's past the 90 days so I cannot get our (meaning my town government) money back. We have paid another $450 in consulting so right now we have paid over $750 for a site that look ridiculous and doesn't function right, yet they are taking their sweet time in fixing it and satisfying me.
If this is what they call customer service, they need to find a Customer Service 101 class.
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Dave
Staff
/ Moderator
Jan 9, 2008, 1:59 PM
Post #2 of 8
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Re: [djmaine] Interactive Tools Support - Completely Unacceptable!
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Hi Jim,
I'm so sorry to hear this. It sounds like your experience is pretty much the exact opposite of what we shoot for.
Misunderstanding happen. Please, for you and anyone reading this, email me directly (ceoDave@interactivetools.com) if you're having a hard time and I'll personally get on it for you. I post this in the newsletter and on the website from time to time and I really mean it.
I imagine there must have been some misunderstandings about what was to be done, and when and how. But whatever the case, the most important thing right now is we get your site up and running.
Ross is working on your site right now and says he's pretty close to finished. Is there anything else left on the todo list to get this site launched?
Dave Edis - Senior Developer
interactivetools.com
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djmaine
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Jan 9, 2008, 3:50 PM
Post #3 of 8
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Re: [Dave] Interactive Tools Support - Completely Unacceptable!
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Dave,
I apologize it had to come to that, but I believe you can understand my frustration after dealign with this for many months.
I can give you a recent example of my frustration.
I just attempted to call the office at 3:46pm PT only to get voicemail (I hit 1 for sales).
There were outstanding issues such as RSS feeds not working properly, my staff would love to be able to post .doc , .pdf, .xls, and other documents that would enhabnce their page. I was told how to add that ability only for it not to stick.
The site does look a LOT better now, thank you.
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Dave
Staff
/ Moderator
Jan 9, 2008, 4:05 PM
Post #4 of 8
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Re: [djmaine] Interactive Tools Support - Completely Unacceptable!
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I completely understand your frustration, and have been there many many times myself, heh. :)
If you ever miss us on the phone, please do leave a message, we'll call you back as soon as possible.
Moving forward, we'll focus on getting your site up and running and hopefully it'll be smooth sailing from then on.
Dave Edis - Senior Developer
interactivetools.com
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ColinW-O
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Jan 19, 2008, 2:33 AM
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Re: [djmaine] Interactive Tools Support - Completely Unacceptable!
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It's surprising that you had that experience with IT Support. I've been a customer for quite a while now and had my own fair share of problems because most of the time I'm quite technically incapable LOL but the great people here at IT always helped via the forum which is unheard of from other companies.
I've dealt with a lot of people over the past 10 years (that's how long the site has been running) and I've never met such a great team of people who do their best to help you out as quickly as possible.
IT - you're the best, and I really mean that.
Colin
Wrestling-Online.com
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dan_999
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Jan 25, 2008, 1:31 AM
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Re: [MEKAEEL] Interactive Tools Support - Completely Unacceptable!
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To be honest I think their support is really good.
Now I've never logged a ticket - only posted support requests in this forum but they've always been very prompt and helpful.
Hartlepool
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fmg
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Mar 23, 2008, 6:17 PM
Post #8 of 8
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Re: [dan_999] Interactive Tools Support - Completely Unacceptable!
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wow, i think i missed this one... hehehe... Ross has been a very good support guy since i bought my AM in 2005. The other guys too... I agree to the commends above that the support team of this company is barnone in comparison with other companies that cater this kind of software.
I dont have to place myself on your shoes though. I know being with the government is kinda stressful.. hehe. So, I am not surprised if you quite live in the fast lane.
I think your town site is very clean and organized though. It should cater to all societal strata of your town... 
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