Hi
What have your experiences been since SAP took over BusObj?
My experience has been really grim. We’ve gone from getting fixes ot work rounndswithing days of finding issues, to now not even getting an answer to ‘high priority’ issues.
I’m using Xi 3.1 so perhaps this has something to do with it, being a new version, but aa couple of my issues are not bugs.
They’ve been unable to give me accessto download any 3.1 products or fix packs. The support team (when they respond ) have all got different responses to my queries and are forever transferring my issues to someone ‘senior’
For years I’ve been preaching how good BusObj is, and the support, but since they’ve gone to SAP, it’s gone downhill.
We have not had good support since the transition to SAP. We have very similar issues; support not calling us back even on high priority issues, getting bounced around to several support people and getting different answers from each, etc. On one occasion I entered a support ticket then called their phone support to get it escallated. I talked to a support manager who said he’d work on it. Never heard back from him. Then a couple days later got a call from a different support manager asking me to explain the severity/impact of the issue to him again. I was then able to get to a second line support person who was very knowledgeable but it took a LONG time.
Don’t know what to do about this though. We’ve tried contacting our sales rep. to discuss this and other issues in general but they don’t call us back either. I expect we are a medium size account for them. We do pay our bills on time. Don’t know what their deal is about not calling us back…
Our service contracts with BusObj are up for renewal soon, and our account guys are going to reduce the payments made as a result of the incredibly poor support we’ve been getting.
BusObj support has for years been one of it’s best assets, sadly it’s now that bad and with the product not really that much improved that we’re even looking at different products that offer better support.
We used to have a userbase of about 900, but this is steadily decreasing because of the poor support, rising cost and that there are other products out there that are now beating BusObj on support, cost and have more useable and useful features
this is an interesting point. I don’t disagree that there are other products, platforms and tools out there that do a heck of a job, but pray tell, what, specifically, have you seen that’s fancied your liking? I ask out of nothing but sheer curiousity.
I personally enjoy working with Business Objects, although, sure, there are things left to be desired for some people. I imagine it’s difficult for, well, any company to accurately “please them all”.
(BOB member since 2006-12-18)
(BOB member since 2007-05-31)
(BOB member since 2006-12-18)
(BOB member since 2007-05-31)
(BOB member since 2002-08-15)
(BOB member since 2002-08-15)