1. Summer of 2009: average wait time on hold for tech support 1:20 minutes. 3 out of 4 calls “disconnected” after waiting an hour or more. Call again = wait another hour.
2. Fall of 2009: Dydacomp no longer accepts tech calls. Instead you get an untrained customer service person who’s supposed to understand your technical issue enough to “write a message” to a tech support person. More calls went unreturned than returned. Those that were returned were not correctly answered: in other words, a Tier 1 support person was insufficiently trained to fix the problem, took some notes, said would call back, and never did. Other tech support calls were answered by emails and “closed” as resolved, when the “solution” didn’t at all resolve the problem. I’m guessing that the new CEO looks at the reports and sees all these “resolved support tickets” and has, presumably, no idea that personnel are sabotaging the company.
3. So, I emailed the new CEO. He chose not to respond.
4. CEO sends out surveys asking very clear, relevant questions. Answers are ignored. I completed 3 such surveys. Never even got a “we’ll look into it” cursory response.
5. Sitelink code is full of validation problems. It costs 400-500% more per month than the most expensive shopping cart and hosting that I could find. You pay $1000s to update their antiquated cart, and then surprise! you own your custom code, but it’s useless to you if you want to move. A big investment into a sinkhole. Sitelink is about 8 years behind every shopping cart I’ve reviewed re: functionality and SEO. It’s horrible for search engine placement. You have to do a lot of custom coding. Support was so bad, I ended up learning html and .asp in my “spare” time to do the most simple things for which they charged a minimum of $350 per request as of 2009.
6. Even sales has ignored email questions about upgrading.
7. Latest strongarm tactic is they want you to pay for them to keep their software current. For $1000s they’ll make their software PCI compliant. I cannot find another software company on the market trying to charge their customers to bring this aspect or any other aspect of the software current.
8. In the “old days” when you could call tech support, if you were on hold for an hour and the clock struck 3:55 in New Jersey, you were hung up on. Why? Bankers hours. They all leave early on Friday.
9. Website down? No problem, we’ll look into it next week. Want special weekend service at a premium? If you didn’t pay in advance of need, you can’t sign up now if you need it.

The list is longer, much longer, but the above form a “top level” overview.

I can’t see Dydacomp lasting much longer. The solution was quite simple, but perhaps nobody is vested enough personally to care. They needed to automatically upgrade all of their customers to the SQL version and get rid of Fox Pro. Take a year and upgrade everybody, one-by-one. At the end of that year, 60-70% of the tech calls would have disappeared. Then, they could have delivered great tech support and even charged more for it. Now, they’re overwhelmed. Their short sighted solution was to take “tech support messages” by untrained personnel. There are so many messages–many of which don’t make sense, I’m sure–they’re overwhelmed with piles of paper representing calls that will never be returned. Of course, leaving promptly every day and early on Friday, isn’t the right response to their condition either. I don’t think anyone considers staying late or working on the weekend. It’s unfortunate because I think you could fire half the people there and turn that company around with $200K in the bank with 12 people who really cared, who’d work 6 days a week for a year, and who had stock in the company.

All of the above is either my personal experience or my personal opinion only. I’m out $20,000, and as I said, leaving Dydacomp was one of the most relieving days of my life.

It has nothing to do with intelligence or sex of a person, and everything to do with Ego, Id, and Super-Ego.

What is stupid is being a jackass or a dumb bitch too often, for whatever reason. That is just insane.

Cheers!

Please stop sending me hate mail, what’s posted in this section doesn’t at all reflect my real opinions :)

I was leary to read articles and blogs about them before I purchased the software due to the price of the product and all it offered. I use SiteLink and many of the other modules, all that come at a hefty price for a small business owner.

The kicker was the upgrade to 7i to be PCI Compliant. Then they tried to make a 7xpress with fewer items but the same cost. UNBELIEVABLE.

If you are thinking of purchasing MOM, DON’T!!! Search the web for other programs…they exist now and are much MUCH better than the idiots you will deal with at Dydacomp and /SiteLink.

Customer Service does NOT exist at Dydacomp or SiteLink. They do not answer your emails. Phone calls go unanswered and you end up with a machine or after an hour on hold, it just disconnects. Great way to do business. ha!

Well, that’s my $.02…hope it saves you thou$ands.