Comments on: The Week From Tech Hell http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/ Wed, 28 Jul 2010 15:37:53 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Robert Cullen http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/comment-page-1/#comment-8822 Robert Cullen Sat, 19 Dec 2009 18:40:22 +0000 http://roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/#comment-8822 Though I have considerable computer experience, I have learned to hire experts to guide me through upgrades, whether ACT! or other programs. I have three tech sources to keep us going: 1) An ACT! specialist 2) a local computer geek to keep us protected and updated generally 3) the tech department at my broker dealer. Though I have considerable computer experience, I have learned to hire experts to guide me through upgrades, whether ACT! or other programs. I have three tech sources to keep us going: 1) An ACT! specialist 2) a local computer geek to keep us protected and updated generally 3) the tech department at my broker dealer.

]]> By: KG http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/comment-page-1/#comment-8794 KG Sat, 19 Dec 2009 00:03:14 +0000 http://roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/#comment-8794 I am an ACT! user. We still use ACT! 4.0. We started out with 2.0 so we have used it a long time. We have tried to do upgrades in the past and had huge issues so we stopped and just stayed with 4.0. Sad but true. Seems silly to keep a '69 Belair when there are lots of advancements that have been made but it seems that the manufacturer keeps killing itself as the years roll along. Hmmm, maybe a GM company is a poor illustration on the day that GM killed SAAB and not long after the Saturn deal died as well. If the shoes (no matter the version) fits, wear it. I am an ACT! user. We still use ACT! 4.0. We started out with 2.0 so we have used it a long time. We have tried to do upgrades in the past and had huge issues so we stopped and just stayed with 4.0. Sad but true.

Seems silly to keep a ‘69 Belair when there are lots of advancements that have been made but it seems that the manufacturer keeps killing itself as the years roll along. Hmmm, maybe a GM company is a poor illustration on the day that GM killed SAAB and not long after the Saturn deal died as well.

If the shoes (no matter the version) fits, wear it.

]]> By: Bill Fowler http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/comment-page-1/#comment-8789 Bill Fowler Fri, 18 Dec 2009 21:28:46 +0000 http://roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/#comment-8789 A follow-up to my last post: If anyone is thinking of using ACT! for the first time, or, about upgrading from Ver 6, I recommend not buying the ACT! For Sage Financial Advisors version and instead using the Software4Advisors add-on. The cost may a little higher, however, the layout is better for the average financial advisor and it is an advantage having another tech support along with the ACT! tech support to help with problems, although I have been pleasantly surprised at the lack of problems since upgrading to the version on the SQL server platform. Bill Fowler A follow-up to my last post: If anyone is thinking of using ACT! for the first time, or, about upgrading from Ver 6, I recommend not buying the ACT! For Sage Financial Advisors version and instead using the Software4Advisors add-on. The cost may a little higher, however, the layout is better for the average financial advisor and it is an advantage having another tech support along with the ACT! tech support to help with problems, although I have been pleasantly surprised at the lack of problems since upgrading to the version on the SQL server platform.
Bill Fowler

]]> By: Bill Fowler http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/comment-page-1/#comment-8787 Bill Fowler Fri, 18 Dec 2009 21:19:26 +0000 http://roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/#comment-8787 All, I have been an ACT! user since Version 1.0 in 1987. I upgraded through all versions until Version 6.0 then stopped as I was afraid of the loss of productivity that always occured with upgrades. I have been through the change of ownership of this software three times, and the tech support from this company is no better than that of the other two, including the original developer. In 2004 I decided to try SoftwareforAdvisors add-on, Scott Aboud in Atlanta (www.software4advisors.com), and found that he and his tech support person knew far more about the ACT! software than the ACT! techs did. I really liked his layout for folks like us, which eliminated the majority of my need for customized fields. Up to that point there had been many times I would have loved to migrate to something else, but could not find anything that offered enough benefit to make it worthwhile to go through the pain of making the move. Then ACT! came out with 9, then 10 which was their V9 with a financial advisor set of fields of their own. I talked to Scott and he told me it would be a good upgrade, altough he did not understand that I was talking about V10 instead of V9 -- bottom line, I upgraded to V10 which caused a little additional work to import the old data, but ended up working well. Since then I have updated to ACT! V11 with updated without difficulty. Waiting to upgrade from V6 to V10 was a wise decision, and the reason is that now the database resides on a SQL server which is much faster and has far fewer problems than the old platform. I used Software4Advisors exclusively for help during the upgrades, and they were responsive and always knew the answer to how to fix a problem. Perhaps this history will help someone in making a CRM decision. Bill Fowler All,
I have been an ACT! user since Version 1.0 in 1987. I upgraded through all versions until Version 6.0 then stopped as I was afraid of the loss of productivity that always occured with upgrades. I have been through the change of ownership of this software three times, and the tech support from this company is no better than that of the other two, including the original developer. In 2004 I decided to try SoftwareforAdvisors add-on, Scott Aboud in Atlanta (www.software4advisors.com), and found that he and his tech support person knew far more about the ACT! software than the ACT! techs did. I really liked his layout for folks like us, which eliminated the majority of my need for customized fields. Up to that point there had been many times I would have loved to migrate to something else, but could not find anything that offered enough benefit to make it worthwhile to go through the pain of making the move.
Then ACT! came out with 9, then 10 which was their V9 with a financial advisor set of fields of their own. I talked to Scott and he told me it would be a good upgrade, altough he did not understand that I was talking about V10 instead of V9 — bottom line, I upgraded to V10 which caused a little additional work to import the old data, but ended up working well. Since then I have updated to ACT! V11 with updated without difficulty.
Waiting to upgrade from V6 to V10 was a wise decision, and the reason is that now the database resides on a SQL server which is much faster and has far fewer problems than the old platform. I used Software4Advisors exclusively for help during the upgrades, and they were responsive and always knew the answer to how to fix a problem.
Perhaps this history will help someone in making a CRM decision.
Bill Fowler

]]> By: Tim Renfrow http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/comment-page-1/#comment-8776 Tim Renfrow Fri, 18 Dec 2009 14:29:17 +0000 http://roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/#comment-8776 Mike, I feel your pain. When most folks think Tech Support, the basic survival instinct is to exhale a huge sigh of frustration and then make the dreadful phone call to Support. We have all experienced it over and over. So much that I think we become conditioned to expect poor service from all Support teams. There is a company called Junxure that also sales a CRM product and their Support team is one of the most qualified and customer focused groups you will ever find. (No level 1 – Level 2 games.) What you experience with their support team will still bring about a huge sigh, but it will not be one of frustration. It will be the sigh of relief and satisfaction that someone finally gets it! We are trying to run a business and don’t have time to be bounced around from level 1, to level 2 and then wait 1-2 days during the escalation of our issue. There are more choices out there for us and if you prefer the sigh of relief you should definately do some research on this group. You won’t regret it. Mike,
I feel your pain.
When most folks think Tech Support, the basic survival instinct is to exhale a huge sigh of frustration and then make the dreadful phone call to Support.
We have all experienced it over and over. So much that I think we become conditioned to expect poor service from all Support teams.
There is a company called Junxure that also sales a CRM product and their Support team is one of the most qualified and customer focused groups you will ever find. (No level 1 – Level 2 games.)
What you experience with their support team will still bring about a huge sigh, but it will not be one of frustration. It will be the sigh of relief and satisfaction that someone finally gets it!
We are trying to run a business and don’t have time to be bounced around from level 1, to level 2 and then wait 1-2 days during the escalation of our issue. There are more choices out there for us and if you prefer the sigh of relief you should definately do some research on this group.
You won’t regret it.

]]> By: Mike Patton http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/comment-page-1/#comment-8399 Mike Patton Tue, 08 Dec 2009 23:02:53 +0000 http://roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/#comment-8399 Scott, I don't know the name of the tech. When I called, I was obviously fit to be tied and looking for a full refund or a solution. Also, I said I didn't want to speak with a Level I tech! On the phone they told me that my situation had been elevated and they put a tech on the phone. I asked him what his title was and if he was the highest level tech they had. He said yes. It really works nice now, but not without some consternation. I plan to continue using ACT...that is until I find something I like better. Scott,
I don’t know the name of the tech. When I called, I was obviously fit to be tied and looking for a full refund or a solution. Also, I said I didn’t want to speak with a Level I tech! On the phone they told me that my situation had been elevated and they put a tech on the phone. I asked him what his title was and if he was the highest level tech they had. He said yes. It really works nice now, but not without some consternation. I plan to continue using ACT…that is until I find something I like better.

]]> By: Scott Dingman http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/comment-page-1/#comment-8364 Scott Dingman Mon, 07 Dec 2009 21:39:28 +0000 http://roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/#comment-8364 Mike, As a long time Act! user (15? years) I am reading your post and feeling your pain. Act! can do wonders (like many CRMs) and your comments brought back memories of upgrading from Version 2? to 5.0?. It didn't work as we couldn't convert the database/complete disaster, no one would help/spent many hours being frustrated. Finally had to start over and enter in data again. Then when we upgraded to 6.0 and had all of the slowness issues and poor service again. Now they are up to 10.0 (or whatever they call it, Act! 2010?), and I am concerned about not wanting to wait to long to upgrade (so I still can convert) but as I actually have a stable platform and remember all of the problems you just described, being really nervous to change what isn't broken. We have so much data/history and time invested in Act!, customized it for us, that I am reluctant to leave (maybe that's what they count on). It seems like its a good idea/product, but they sure can't seem to provide good service without feeling you have been charged twice in the process. PS; send me the name of the higher level tech!!! Best of luck, SCD. Mike,
As a long time Act! user (15? years) I am reading your post and feeling your pain. Act! can do wonders (like many CRMs) and your comments brought back memories of upgrading from Version 2? to 5.0?. It didn’t work as we couldn’t convert the database/complete disaster, no one would help/spent many hours being frustrated. Finally had to start over and enter in data again. Then when we upgraded to 6.0 and had all of the slowness issues and poor service again. Now they are up to 10.0 (or whatever they call it, Act! 2010?), and I am concerned about not wanting to wait to long to upgrade (so I still can convert) but as I actually have a stable platform and remember all of the problems you just described, being really nervous to change what isn’t broken.

We have so much data/history and time invested in Act!, customized it for us, that I am reluctant to leave (maybe that’s what they count on). It seems like its a good idea/product, but they sure can’t seem to provide good service without feeling you have been charged twice in the process. PS; send me the name of the higher level tech!!!

Best of luck, SCD.

]]> By: John Tallent http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/comment-page-1/#comment-8363 John Tallent Mon, 07 Dec 2009 21:25:43 +0000 http://roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/#comment-8363 I had similar difficulties in just getting an ACT upgrade up and going period. Then it ran slow as molasses in Vermont (I am in Southeast Texas where it is considerably warmer). ACT techs were of no help especially when ACT kept locking up and "not responding". I finally paid $100 for a service to come to the office only to have them tell me I did not have enough RAM though I thought a gig was plenty when I bought the laptop. Now with 2.5 gig it runs faster and does not lock up as often. If I could go back to my old version I would because this current new version is not nearly as friendly as my old version, I would in a heartbeat. It will be a cold day in Southeast Texas before I upgrade again. I had similar difficulties in just getting an ACT upgrade up and going period. Then it ran slow as molasses in Vermont (I am in Southeast Texas where it is considerably warmer). ACT techs were of no help especially when ACT kept locking up and “not responding”. I finally paid $100 for a service to come to the office only to have them tell me I did not have enough RAM though I thought a gig was plenty when I bought the laptop. Now with 2.5 gig it runs faster and does not lock up as often. If I could go back to my old version I would because this current new version is not nearly as friendly as my old version, I would in a heartbeat. It will be a cold day in Southeast Texas before I upgrade again.

]]> By: Rick Mayhew http://www.roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/comment-page-1/#comment-8360 Rick Mayhew Mon, 07 Dec 2009 18:44:35 +0000 http://roadtoindependenceblog.com/2009/12/07/the-week-from-tech-hell/#comment-8360 I was a big ACT fan for many years. Then, several years ago, I encountered some very big problems and ended up purchasing a program to export my ACT data to Outlook. Sadly, it was not possible to convert 100% of the ACT data so I lost a few things but learned a valuable lesson. When buying software make sure you can get your info out. All of it. Proprietary formats like ACT are essentially handcuffs. This is an issue not only if the software is unsatisfactory but also if the company goes out of business and no longer supports the product. Lesson learned. RM I was a big ACT fan for many years. Then, several years ago, I encountered some very big problems and ended up purchasing a program to export my ACT data to Outlook. Sadly, it was not possible to convert 100% of the ACT data so I lost a few things but learned a valuable lesson. When buying software make sure you can get your info out. All of it. Proprietary formats like ACT are essentially handcuffs. This is an issue not only if the software is unsatisfactory but also if the company goes out of business and no longer supports the product. Lesson learned. RM

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