Dydacomp has instituted a new protocol for handling their technical support calls. Not too long ago when you had a MOM technical issue you would call in and wait on the phone for upwards to an hour to get a technician. That was bad, but their new system is worse!
The new system uses some kind of call center that writes down your issue (makes a support ticket) and then Dydacomp will call you back. I have made two calls and have not been contacted yet. On Friday, I had a production stopping issue and immediately called Dydacomp. I placed the call at 4:00pm Eastern time and still have not heard back from them.
At least with the previous system I could have waited until they answered and had my issue resolved. Now, MOM users are at the mercy of Dydacomp. Luckily I have an IT guy I can call in to help me. He was able to resolve the issue. Still, I have not heard anything from Dydacomp other than the email telling me a support ticket had been created.
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We began using MOM four years ago. And, after that experience, I told my "salesperson" that I would never give MOM another penny of my money. They were THAT BAD. (Not the product, although version 4.3 has a lot of sticking points, but the personnel; those sales guys are hard core and not in a good way.) So just a few weeks ago, we finally upgraded to version 7. And the experience has thrown me right back to where I was four years ago. It's not the product, it's the people. Slimy and slippery, they really have figured out a way to make their customers feel BAD about being their customers. Dydacomp is exactly the opposite of what you want your corporate culture to be!
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