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Last Post 10/09/2007 11:46 AM by Dave68

My customer service experience with Xactimate

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Bobabooey

Member
Posts:140

09/12/2007 1:35 PM
2 weeks ago I had a question about printing the narrative on the report. I got online and chatted with the technician. His response to my question after holding for about 15 minutes was to type the word narrative in the help box, so i just hung up on them. Today I had a few questions about setting up a claim in xactimate. After my latest experience with the on-line help, I paid 20 bucks ( I still can't believe I have to pay 20 bucks to get help with a program that I am already paying for) My question was fairly simple. I asked the technician on the phone how do I set up the billing sheet so that it shows my file number and the claim number as well as the header. He sighed a few times and then said there is only one claim number spot in the setup, so he did not know. So that is what I got for 20 bucks. He does not know. After putting the rest of my work on hold for an hour, I figured it out myself. Integriclaim-if you have a question you can call them and they will help, if they can't figure it out, they will remote access your computer while on the phone with you, fix the problem and tell you what to do if you ever run into it again Xactimate-If you have have a problem you cant call without paying 20 bucks, or you can go online and have the technician (who will take at least 15 minutes copy and paste a link to go to for help.

host
CatAdjuster.org Founder
Posts:709

09/12/2007 4:41 PM
Does the company you are working for not provide Xactimate support. I believe the vendors should provide free support for their adjusters. Also please feel free to post in this forum the next time you have a problem, some other adjusters may have had the problem before and can help and it's free. We have some Xactimate experts floating here from time to time. Roy Contact Us - Search CADO - Storm Page - The Career Page - CADO Channels

okclarryd

Veteran Member
Posts:954

09/12/2007 6:05 PM
I have had very similar experiences with Xactimate. The issue with the vendor providing support is an ongoing issue. I had to "stomp my foot" a couple of times to get any help from Xactimate and then it seemed it was given grudgingly. But, I finally got the help and the answers I needed. A couple of times I have given up waiting and "pushed a few buttons" until I figured it out myself. I have had very good experiences with MS/B but every now and then, they drop the ball, too. This may come under the heading of "An Imperfect World". Larry D Hardin

Medulus
Moderator

Veteran Member
Posts:786

09/13/2007 12:22 AM
I have had occasion to call tech support for Xactimate, Integraclaim, and Simsol. I have had good experiences with all three companies when I needed the support. I have also used Xactimate's online tech support (because it is free and the "privilege" of talking to a real person at Xactimate costs $20. Now, having said that, I will sound like a broken record when I say that the Simsol tech support is superior to the other two I mentioned above. One of the problems I called Simsol about did not have a solution, so the tech support at Simsol got to work on the problem and created a patch within the hour and emailed it to me. Now, folks, that's customer service! Steve Ebner CPCU AIC AMIM "With great power comes great responsibility." (Stanley Martin Lieber, Amazing Fantasy # 15 August 1962)

AdjusterJ

Guest
Posts:8

09/21/2007 12:08 PM
When I went to the Worley expo in August and signed up for the Xactimate class, they were unable to load the System 25 demo onto my computer (Dell computer, 1 year old, lots of memory, etc.). They could never figure out what the problem was, but this made taking the class a little difficult as I couldn't really follow along with the instructor. This past week, I cleaned up my computer, eliminated every program that I thought might even be causing a problem, etc. I registered for the 25 Demo online. It took 52 minutes to download, but 5 seconds to tell me that it wouldn't open. Soooo..Should I: 1. order the hard copy of the demo; 2. call the Xacitmate people and try to follow their instructions over the phone which is always a challenge for the computer repair challenged, or 3. Throw everything out the window and go watch the Weather Channel?

Tom Toll
Moderator & Life Member

Senior Member
Posts:1865

09/21/2007 12:27 PM
Steve, it has always been known that Simsol is an adjusters program and that the tech service was the best of all. Powerclaim seems to have good service also, but is not as popular as Simsol. I wish I had more vendors that used Simsol so I could drop Integraclaim and get a real program. It is sad that Simsol was not given a chance on the Citizens Florida business, but contractors use Exactimate primarily so that is why they chose it. Exactimate is a contractors estimating program, not an adjusters program. Success is not final, failure is not fatal: it is the courage to continue that counts.

okclarryd

Veteran Member
Posts:954

09/21/2007 2:41 PM
Jane I guess you could drive out to Xactimate and ask for some help in person. I hear Orem is just beautiful this time of year. I wish I had an adult answer for you but ............................ Larry D Hardin

CATdawg

Member
Posts:96

09/25/2007 7:42 AM
Jane, I recently had the same problems. Online support was able to successfully walk me through everything. It was a lengthy process that included deleting a lot of files on my laptop, including temp files. I hope this is encouraging. Lee Norwood, aka "CATdawg"

AdjusterJ

Guest
Posts:8

09/25/2007 11:01 AM
Thanks Lee. Guess I'll order the disc and then call online support. It is either that or call Larry to drive with me to Orem (wherever that is), and I was already wondering what it would like to be in a car with Larry for that long :-)

okclarryd

Veteran Member
Posts:954

09/26/2007 9:56 PM
I just love karaoke. Can't wait. I'll even bring the chips. Got some fresh onion dip, too. Larry D Hardin

Bobabooey

Member
Posts:140

10/08/2007 6:12 PM
Another terrible experience with Xactimate. Normally when I need to sort line items in Estimate items, I just click the item and drag it in what order I want. On this estimate, it will not let me do it. When I drag the item it just highlights all the other items. I am now on hold for over 35 minutes while the technician "researches" the problem. What horrible customer service. Does anyone know what I should do to fix this?

takeoffeh

Guest
Posts:3

10/09/2007 11:44 AM
Typically when this happens your shift or control key is stuck down. The following article talks about how Windows automatically locks these keys when certain keyboard combinations are typed. Not sure if this is the issue but might be something to check. http://ask-leo.com/help_my_shift_ke...stuck.html Also, just to be sure, you're on the Estimate Items screen and not the Sketch, Summary or Summary Matrix screen, right?

Dave68

Guest
Posts:1

10/09/2007 11:46 AM
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