| Author |
Message |
JackCash
Registered User
Username: Jackcash
Post Number: 25
Registered: 6-2002
| | Posted on Wednesday, July 17, 2002 - 12:49 pm: | |
The best way I have found to deal with X-Mate is simply not to use it. I utilize a trusty old program and simply tell carriers it is X-mate. Very few no the differnce anyway...and there are plenty of better programs out there. |
joseph m lombardo jr
Registered User
Username: Jlombardo
Post Number: 35
Registered: 1-2002
| | Posted on Friday, July 12, 2002 - 12:10 pm: | |
TO BRYAN---READ MY POST--I THINK YOUR TECHS ARE GREAT AND I HAVE NO PROBLEM PAYING TO FIX MY SCREWUPS...THE KEY WORD HERE IS MINE.....} |
joseph m lombardo jr
Registered User
Username: Jlombardo
Post Number: 34
Registered: 1-2002
| | Posted on Friday, July 12, 2002 - 12:07 pm: | |
LATEST REPLY TO XACTIMATE FROM ME-
Dave,
Thank you for your response, but you totally ignored the issue of the ineffectiveness of the chat when experiencing a problem like I recently did with your product---4 hours on the phone with Dave Haddox and there still is no resolution....the next day , it crashed again...we have deleted and reload and sofar so good...you also skirted past the issue of the problems that your software has and want US to pay for resolution....please address the problems and quit being a politician...the chat works for the small"how do problems " but not failures due to gliches in the software....I await your response , as do the folks on CADO |
joseph m lombardo jr
Registered User
Username: Jlombardo
Post Number: 33
Registered: 1-2002
| | Posted on Friday, July 12, 2002 - 12:05 pm: | |
LATEST E-MAIL FROM XACTIMATE--
Joseph,
Thanks for your feedback regarding our products and services. I did receive both of your e-mails. In an effort to keep our customers’ costs down, we have replaced our telephone call support with live-chat as our direct customer-to-technician contact. Live-chat is not only more efficient, but it provides an accurate record of what was communicated for future reference. The $20 is per incident and not per call, this means if the same problem occurs the next day and wasn't fixed correctly you don't have to pay extra for this phone call.
Along with online chat our Answer Center in the eService Center is another excellent source for getting answers to your questions 24/7 without the need to contact support or be confined to our business hours.
I apologize for the frustration you are experiencing with our software. You also have listed some great suggestions that I will add to our list of future enhancements like the FMUA forms. I would appreciate any additional detail you could provide regarding what our short forms, any reports that are not linking information correctly along with other suggestions you have.
I look forward to your continued feedback in the future.
Dave Nelson
Xactware's Feedback Coordinator
|
mark salmon
Registered User
Username: Olderthendirt
Post Number: 205
Registered: 12-2000
| | Posted on Friday, July 12, 2002 - 12:00 pm: | |
Bryan, there are occasions when we are unable to get online, but need some technical help. We pay a lot of money for your program and resent the idea of a $20 charge. Prehaps there is a comprimise, one that would suit most of us as we rarely have to call, why not allow a number of free calls per year with the program, and only charge after that.
(Message edited by olderthendirt on July 12, 2002) |
Bryan Allman
Registered User
Username: Blallman
Post Number: 2
Registered: 7-2002
| | Posted on Friday, July 12, 2002 - 10:56 am: | |
I also wanted to post some of the comments that we are getting from Xactimate users about the 24/7 Live Chat we now offer. I would think that being able to contact a technician after 6:00 PM MTS, when most adjusters are imputing estimates into Xactimate, would be a great advantage.
-----
"What an improvement to be connected to a helpful friendly technician within a matter of seconds. Without a doubt, online chat tech support is the best feature Xactware has come out with yet!"
-Rocco Carlile
Doc G. Keys & Son Construction, Inc.
"I have had to use the live chat twice now and was highly impressed. The support technicians were very knowledgeable and answered my questions in a matter of seconds. Thumbs up to Xactware on tech support!"
-Ivy Deaton
Reid Jones McRorie & Wms Cat Office
|
Bryan Allman
Registered User
Username: Blallman
Post Number: 1
Registered: 7-2002
| | Posted on Friday, July 12, 2002 - 10:43 am: | |
My name is Bryan Allman and I am the manager of Technical Support at Xactware. I wanted to post the full e-mail we sent out this week, as Mr. Lombardo only posted a small section.
______
Hello Xactware Customer,
Are you using Xactware’s 24/7 Online Support services? If not, now’s the time to start since Phone Support will cost $20 per call starting August 1st. In other words, Free Live Chat Support is the way to go! You’ll save both time and money using our new eService Center on Xactware.com.
To access the eService Center, just go to www.Xactware.com and click on the eService Center link on the left. You can sign in using the same ID and password you currently use to access your XactNet sites. If you don’t currently have or remember your ID and password, click on the Register Now! link on the sign-in page and submit your registration info. We’ll send you an ID and password within 24 hours.
Xactimate 2002 is now available!
How can you get your copy of Xactimate 2002?
Just go to www.Xactware.com and sign up online. The sooner you sign up, the sooner you’ll receive this new and much improved version of Xactimate. (To see what’s new in 2002, visit our eService Center on Xactware.com.)
Xactimate Tip of the Week – Learn to Sketch Roofs in Xactimate 2002 (Visit the eService Center on Xactware.com for weekly product tips.)
We’re listening so please send your comments and suggestions about our products and services to feedback@xactware.com.
|
joseph m lombardo jr
Registered User
Username: Jlombardo
Post Number: 32
Registered: 1-2002
| | Posted on Friday, July 12, 2002 - 12:11 am: | |
Alan, The software is not all that bad...they just need to test it more thoroghly before they release it and they need to stop being pushed into releasing an update before it is ready....this past year they were pushed to the max by certain carriers to hurry up and get it out there....their support people are great.....I guess what I'm saying is that they need to get their act together and make their product work, before they try putting the burden on some one elses shoulders to pay for correcting their problems... |
alan jackson
Registered User
Username: Ajackson
Post Number: 121
Registered: 12-2000
| | Posted on Thursday, July 11, 2002 - 4:11 pm: | |
All may not be lost. I received a couple of calls today from vendors. Seems they were surveying the troops about software. Could it be that some may dump this software and move on?
Maybe we need to get the hand written stuff out again. I miss my old desk top calculator. |
joseph m lombardo jr
Registered User
Username: Jlombardo
Post Number: 31
Registered: 1-2002
| | Posted on Thursday, July 11, 2002 - 1:15 pm: | |
LATEST SENT TO XACTIMATE........
" I HOPE YOU ALL REALIZE THAT THE CHARGE IS UNFAIR AND I PERSONALLY FEEL UNETHICAL.
WHEN YOU PURCHASE A SOFTWARE PRODUT,LIKE ACROBAT,OFFICE XP,ETC. FROM A
REPUTABLE FIRM, THEY STAND BEHIND THEIR PRODUCT WITH FREE TELEPHONE AND
INTERNET SUPPORT FOR A YEAR AFTER PURCHASE........WHEN THEY UPGRADE THEIR
PRODUCTS, YOU CAN DOWNLOAD THE UPGRADES FOR FREE.....SO WHAT GIVES WITH YOU
FOLKS AT XACTIMATE?????
WE PAY A HEFTY AMOUNT TO LEASE THE PRODUT EACH YEAR , YOU UPGRADE EACH
YEAR, AND NOW YOU WANT US, THE CONSUMER ,TO PAY BECAUSE YOUR PRODUCT HAS
PROBLEMS?????
YOU PUT A PRODUCT OUT THAT IS NOT THOROUGHLY TESTED AND YOU WANT TOP
DOLLAR
THE FIRST 2002 DISCS ERASED ALL THE PHOTOS I HAD IN
XACTIMATE.....COULD NOT USE THE TUTORIALS......THE REPORTS STILL DO NOT
CROSS LINK INFORMATION CORRECTLY.....THERE ARE NO FWUA FORMS.....THE SHORT
REPORT FORMS ARE USELESS FOR ANYTHING OTHER THAN FLOOD..
ON TOP OF THAT YOU GUYS DON'T EVEN HAVE A DECENT USER MANUAL THAT CAN BE
PURCHASED ON 2002 AND IT IS ALREADY JULY.........ETC. ETC. ETC.
WHAT IS THE DEAL ??????????"
|
mark salmon
Registered User
Username: Olderthendirt
Post Number: 204
Registered: 12-2000
| | Posted on Thursday, July 11, 2002 - 10:04 am: | |
Suprise suprise suprise; when you have a captive market you have lot's of clot and you can bet the big guys have a special deal. Whores buy makeup we buy Xactimate, if that what it takes to get work. |
joseph m lombardo jr
Registered User
Username: Jlombardo
Post Number: 30
Registered: 1-2002
| | Posted on Thursday, July 11, 2002 - 6:20 am: | |
Effective August 1,2002,xactimate will now CHARGE $20 when you call in for technical assistance..here is a e-mail that I sent...maybe a bunch more would change their minds....maybe we should ask the carrier that requires us to use a program rift with flaws to pay....Let me get this straight....YOUR PROGRAM LOSSES A FILE THAT I AM WORKING ON, AND I HAVE TO PAY YOU $20 TO FIGURE OUT HOW TO FIX IT..........OR YOU SEND ME A DISC THAT WON'T ALLOW ACCESS TO TUTTORIALS AND I HAVE TO PAY $20 TO HAVE YOU FIX IT..........YESTERDAY I SPENT 4 HRS ON THE PHONE ......AND THE ISSUE IS STILL NOT RESOLVED.....CAN YOU IMAGINE HOW LONG IT WOULD HAVE TAKEN TO TRY AND FIX THE PROBLEM WITH YOUR WONDERFUL INSTANT CHAT???????
I HAVE TRIED THREE TIMES TO USE IT AND ALL THREE TIMES I'VE FAILED EVEN TO GET A RESPONSE...USUALLY THE DIALOG BOX STAYS BLACK...
IT IS BAD ENOUGH THAT YOU DON'T HAVE SUPPORT ON WEEKENDS.......
YEAH, YOU GUYS ARE REALLY TOPS FOR THE ADJUSTER.........SIMSOL IS GOING TO HAVE A FIELD DAY WITH THIS ONE...........JOSEPH M. LOMBARDO JR. |
