NetSuite, Inc.

Initial Business Response /* (1000, 8, 2014/08/08) */
Senior management will investigate this customer's concerns immediately and work quickly to resolution with themMore details to come as we track this down internally
Thank you for bringing this to our attention
*** ***
VP,
Marketing for NetSuite
***@netsuite.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
0pt">Below is what I responded back to NetSuite:
***,
I inquired to the Revdex.com about the response from NetSuite and they just sent me your responseI had never received it before until nowSome of what you say in your response is true, about our lead person leavingOne of the reasons he left was because of the frustrations he had with the NetSuite team assigned to usThey did not have the technical knowledge to quickly answer our questionsWe would spend a lot of time on our implementation calls in silence while they tried to work out problems, such as correct importation of price lists, easy configurations, etcWe did not have a very technically savvy NetSuite team to help us outThey burned through a lot of our hours just trying to work on stuff they should have already known aboutI had complained about the burning up of hours on NetSuite over and over but never received a response back from the project manager
The main item that got me was the workaround that was promised to us for our rentals that we paid an extra $ forThe workaround unknown to me at the time was already listed in Netsuite answersAll the Netsuite team had to do was put in an inventory transfer box on the sales order by checking that item in the configuration and tell us about itThat’s allAbout minutes into the explanation to us I told them that it would give us useless data on rental availability because there was no real time component to it which was what I was expectingIt would always give us data on availability either way oversold or way undersoldAnd besides that it was impossible it implement because it would require the sales person to do the equivalent of about sales orders for one sale, transferring items into and out of inventoryI can explain this in more detail if you likeSo for $ I was expecting something that would at least halfway work, and something that NetSuite designed for us, not a canned workaround that was already in NetSuite AnswersEven a NetSuite independent consultant that we needed to consult with because we could not get correct answers from NetSuite personnel, agreed that we really got ripped offI asked how the $ amount came about and they could not give us an answer either, just the same thing “well you signed off on it”
To me that is not a good business practiceWe have not been able to go live yet because there are so many things that were done incorrectly the first time aroundI was surprised that our NetSuite PM allowed us down these wrong methods of inputting data etc, and never would answer or seem to care about our implementationAll we would get were canned answers
Even today I tried to put our company logo into the forms on NetSuite (invoices, estimates, etc) and all I get back is a script error messageThis should be easy! We are supposed to have total hours left on our time for post and pre go liveThe answer I received back on the logo issue is that we had to go into NetSuite and file a case, because they did not know how to do it eitherI got an answer back pretty fast and was assigned a case number with a priority code, not given a time when it could be fixed or if it could be fixedWe are set to renew in about a month already, and I am really hesitant to renew or just right it off to a bad decision and go with something else. The program should work for us and has some great aspects, but the non-technical knowledge of the team assigned to us (hours burned through) and the $ we paid for nothing really gives me pause
If you would like to talk more with me in detail so I can explain our position I would love to talk with youWe are a technically savvy company as we have people in house that write our own programs for calibration and service of homeland security equipment, so it’s not like we don’t understand a lot of this stuffI understood about how bad the rental procedure was right off the bat, where I don’t think the NetSuite team really understood or wanted to understand how it did not workIt seems like any technical issue or any uncomfortable issue could not be answeredI have all the emails that were sent back and forth and would be happy to share those with you concerning these issues and I think you would see what I mean
If you would like those emails or to take further, please let me know, Thanks
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Sincerely, *** ***