When we notified client that we were no longer going to be using their product as of 2/1/14, customer service CEASED as did product features.
During the sales pitch with our Executive Director, ****** ************ **** the EZ Soft Sales Manager stated that should we decide to use another software company in the future, all of our accounts would easily be able to be exported.
We have used the software for several months with no issues. It did what we needed it to do, and support (for the most part) was helpful.
In November 2013 I sent **** an email with several questions about the program, his reply to me was, "Hi." No questions were answered, the email was not forwarded to a party that could answer the questions, it was left at , "Hi."
In January 2014 we decided to go with a new software company and were ready to export our accounts, which as stated earlier, **** assured us would be no problem.
After searching for this feature in EZSoft, it was not able to be located. So, I emailed **** and also Support. I called several times, no answer or reply to emails.
When I again emailed **** asking why we were being ignored, he replied that he was not the appropriate person to email because he only handles sales and that he forwarded my question to Support. I was emailing **** my questions because each month we must request a new password ** log in, when I emailed Support for it, **** would always reply (a password ** a support issue, not sales), so I started to email him!
Several days later, no reply from anyone. I sent another email stating that I could do nothing but assume that exporting was not an option due to the lack of a response. Our Executive Director emailed as well to no avail.
Then, we were all booted from the program and unable to log back in!
****** called and was told that she must have deleted all of us - ****** has logged into the software less than 10 times in the several months we have had it. She didn't even know her password, she did not delete us.
They reset us and made it seem as though this was our fault. This person who helped her couldn't answer the export question.
Today, 1/21/14, I logged in to generate a collections letter for a debtor and I see that all of our collections letters have been deleted. We are unable to generate any letters for our debtors (the primary function of the software for us).
No one has replied to us thus far regarding exporting.
We wish to be refunded for January 2014, as we have not gotten any support, answers, features, and we have had one big headache entering debtors individually into the new software. Unacceptable.
1. "We were all booted from the program and unable to log back in"
Our EZ Collector Software program is designed for collection agencies and Collection Law firms. By definition it contains very sensitive information including social security numbers, addresses, bank account information, credit history, etc. Our system is designed so that each individual collection person has a security id, that allows them to log in and each collector can be assigned a security level. This feature can be operated by the customers management team only. When our technical support department was informed of this problem, they immediately restored the ID system from a backup. The customer was able to immediately use the system. The customer states "They reset us and made it seem as though it was our fault". The fact is as developers of our system, which is very complicated, we DID know how it happened. Operator error. However, we fixed it and charged the customer no extra money.
2. The customer states" we were unable to generate a collection letter for a debtor and I see that all of our letters have been deleted"
Again operator error. But as always we fixed the system and restored the letters exactly as they were and again charged the customer nothing extra for our work. (The letters were restored from a backups we make as part of our service)
3. The customer states " no one contacted us regarding exporting"
Attached is our customer service agreement. It states that the files used by our system are designed to be used exclusively for the Ez Collector System only, and not for any other purpose. This again is by design since the information contained in our system is highly sensitive. To reiterate from above: Names, social security numbers, bank account information, addresses, sensitive financial information, etc. The information is kept in an encrypted format for security reasons and is not compatible with a spreadsheet. To date, we have had NO security breaches, since 1983. There are federal laws in our industry which require us to protect the sensitive information.