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RE:bug in purchase order processing - also known as viable alternative

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jazgeek

IS-IT--Management
Jan 29, 2004
541
I thought I'd start this in a new thread.

Am I to understand that you (Dave Musgrave) want me to waste one of my precious few support incidents (don't even get me started on GP adopting the Micro$oft method of licensing) on a bug that has obviously been there for a long time?

Tell you what Mr. Musgrave, although I've spoken with you several times in the past and I am quite impressed with some of the product you've introduced under Omni, I am quite disapointed with your viewpoint towards known functionality and coding problems with this product.

GP should be scouring these forums for issues like this and fixing them themselves instead of waiting for the problem to be reported to them. Unlike the "test platforms" used in Fargo (or wherever they're doing development these days) my database is functioning in the real world and we encounter problems unrelated to the software. The problems presented by lack of functionality and code errors add a tangible and accountable cost to the running of my company are added agrivations that we can do without.

How would it be received if I present a $100,000 bill to GP for lost wages due to issues with core functionality and coding? I would be told to go away and try again.

I know both sides of the coin, I've been in the var arena and I am now in the customer arena.

You know the old addage, if you work for company ABC and a vendor makes a piece of software called the "ABC company do everything you ever wanted and ever will want ERP software package" I would buy it. I live in the real world and know that's not feasible.

This year I am evaluating our ERP software options, although I would really like to leverage the dollars we've invested in the GP (I say GP not MSGP) solution, I am seriously going to be looking beyond the borders of Micro$oft for a solution.

Although this is probably not the appropriate forum for my rant, I would like to elicit opinions on other ERP software packages out there. What have you seen or been demo'd and how would you rate them.

We are a medium sized manufacturing facility with needs of core manufacturing, crm and good financials.



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and they wonder why they call it Great Pains!

jaz
 
I too have been in both the VAR and Customer side of Great Plains and found that all of my issues are due to coding/problem reports and found that none of them get fixed in any of the new releases. For having to pay $45,000 a year in enhancements, which are supposed to go towards future releases and bug fixes, why then are our specific issues never fixed? I don't understand why we pay so much annually to be "testers" of this software. New releases should not add on issues, but fix the old ones.
 
I totally agree with you guys. I think that the time it takes to fix bugs is ridiculous in some cases. I think that customers and VARs who end up finding said bugs are treated as annoyances, rather than people who just spent their time to help make the product better FOR FREE. (Microsoft used to pay people who found undocumented bugs - that would be a nice thing to adopt again.) I once had to PROVE that there was a bug. We were being told by support that the problem we were having with Integration Manager was due to our customizations. I ended up rebuilding a computer, reinstalling SQL and GP on it and recreating the integration to prove that it was a bug. (It was.) After all this, the bug wasn't fixed for MANY MONTHS.

However, from stories I hear about other ERP packages, GP is still one the best in its market space. And in my personal experience, if you submit a support incident for a bug, you will not be charged for it. Sometimes by mistake you are, but if you write back, they will reverse the charge.
 
We have had issues with our VAR. They have been charging us for support and consulting even if they can never find a solution for us.

Thanks!
Barb E.
 
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