| Author |
Message |
kay
Guest
|
 Posted:
Thu Oct 20, 2005 12:03 am Post subject:
THE BIGGEST QUESTION OF ALL |
|
|
After months trying to make things work, and now I found errors that did not
come from my own ignorance but from MSRMS such as:
--Wrong item description misteriously appearing on my matrix.
--Zebra printer not printing hang tags properly.
--lots of other questions unanswered, as you all here are asking...
The big question is:
If we pay $90 per incidence, it will cost thousands, but are there
solutions?
Consequently, shouldn't MS be responsible for the flaw in its software and
provide this kind of technical support to be worth the original month we pay
with the assumption that the software works and that basic support will be
there when it's paid for?...
I'm getting none from my annual support fee., am short of calling and paying
for the incidence support because I don't have confidence that solution will
be provided....
What you think of this situation?.....
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Glenn Adams [MVP - Retail
Guest
|
| Posted:
Thu Oct 20, 2005 12:03 am Post subject:
Re: THE BIGGEST QUESTION OF ALL |
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|
The tech support group that handles paid incidents is VERY good. If you
open an incident and the technician finds it to be caused by a bug in the
software you won't be charged - at least that's been my experience. I've
opened about 20 incidents over the years and only been charged for a handful
of them, eventhough I had to enter my credit card number every time. Don't
bother trying to call them though - just log into Customer Source and enter
the incident from there.
Remember that RMS is sold through a partner channel for a reason though - as
has been thouroughly discussed over the past week. Your partner should be
your first stop for support, but maybe I'm the wrong one to ask about that.
My customers all call me and I take care of it - in 2 years of working with
RMS I've referred 1 customer to MS for per Incident support and that was for
what was clearly a bug.
If the partner you bought the product through isn't able to support you, you
can always switch - just understand that service is the product that partner
sell - the software itself is just a tag-along.
By the way, Zebra hang tags CAN be done on an EPL based printer model - ZPL
should work too, but I haven't tried it.
--
--
Glenn Adams
Tiber Creek Consulting
http://www.tibercreek.com
glenn@tibercreek.com
----------------------------------------------
Please DO NOT respond to me directly but post all responses here in the
newsgroup so that all can share the information
"kay" <kay@discussions.microsoft.com> wrote in message
news:353D19CC-FEAE-46E5-A868-EEAA35E8B5D7@microsoft.com...
| Quote: | After months trying to make things work, and now I found errors that did
not
come from my own ignorance but from MSRMS such as:
--Wrong item description misteriously appearing on my matrix.
--Zebra printer not printing hang tags properly.
--lots of other questions unanswered, as you all here are asking...
The big question is:
If we pay $90 per incidence, it will cost thousands, but are there
solutions?
Consequently, shouldn't MS be responsible for the flaw in its software and
provide this kind of technical support to be worth the original month we
pay
with the assumption that the software works and that basic support will be
there when it's paid for?...
I'm getting none from my annual support fee., am short of calling and
paying
for the incidence support because I don't have confidence that solution
will
be provided....
What you think of this situation?.....
|
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| Back to top |
|
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root
Guest
|
| Posted:
Thu Oct 20, 2005 12:03 am Post subject:
Re: THE BIGGEST QUESTION OF ALL |
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|
I agree entirely and have grown mostly tired of complaining about it. As
many of you can see my critical posts have mostly ceased.
You may want to check here:
http://www.microsoft.com/BusinessSolutions/retailmanagementsystem/rms_serviceplan.mspx
the key line would be:
Software Quality Support - Customers can receive support on confirmed
quality problems at no charge as well obtain a work-around to confirmed
quality problems.
I'm sure there is still some grey area, but I have found MBS to be
relatively honest in their approach to it. The bad part seems to be after a
Quality Report has been confirmed, it seems like it takes forever to get
fixed.
I still do not think the Maintenance Plan is worth what they are asking for
it. MAYBE 9%, but 18% is absurd.
I will refrain from further comment as it could insight a riot.
"kay" <kay@discussions.microsoft.com> wrote in message
news:353D19CC-FEAE-46E5-A868-EEAA35E8B5D7@microsoft.com...
| Quote: | After months trying to make things work, and now I found errors that did
not
come from my own ignorance but from MSRMS such as:
--Wrong item description misteriously appearing on my matrix.
--Zebra printer not printing hang tags properly.
--lots of other questions unanswered, as you all here are asking...
The big question is:
If we pay $90 per incidence, it will cost thousands, but are there
solutions?
Consequently, shouldn't MS be responsible for the flaw in its software and
provide this kind of technical support to be worth the original month we
pay
with the assumption that the software works and that basic support will be
there when it's paid for?...
I'm getting none from my annual support fee., am short of calling and
paying
for the incidence support because I don't have confidence that solution
will
be provided....
What you think of this situation?.....
|
|
|
| Back to top |
|
|
Mark
Guest
|
| Posted:
Thu Oct 20, 2005 8:02 am Post subject:
RE: THE BIGGEST QUESTION OF ALL |
|
|
Months of trying? Who were you asking? Our reseller has answered every
question I can think of but we haven't needed to ask them anything in months.
We had two $95 calls to Microsoft in two years and they fixed one problem
even though it took 2 days and we caused it. On another call they sent us a
hot fix and helped us install it and did not charge anything. Another problem
was fixed by updating the network card driver. Pretty good support if you ask
me. Compared to our old Windows progam that broke every other week and needed
a rebuild once a month RMS is a blessing. Maybe it depends on who helps
install it but I installed RMS on a couple new workstations without any help.
Why can't the company you bought from help you with your questions? That's my
big question. :)
"kay" wrote:
| Quote: | After months trying to make things work, and now I found errors that did not
come from my own ignorance but from MSRMS such as:
--Wrong item description misteriously appearing on my matrix.
--Zebra printer not printing hang tags properly.
--lots of other questions unanswered, as you all here are asking...
The big question is:
If we pay $90 per incidence, it will cost thousands, but are there
solutions?
Consequently, shouldn't MS be responsible for the flaw in its software and
provide this kind of technical support to be worth the original month we pay
with the assumption that the software works and that basic support will be
there when it's paid for?...
I'm getting none from my annual support fee., am short of calling and paying
for the incidence support because I don't have confidence that solution will
be provided....
What you think of this situation?.....
|
|
|
| Back to top |
|
|
kay
Guest
|
| Posted:
Thu Oct 20, 2005 8:02 am Post subject:
RE: THE BIGGEST QUESTION OF ALL |
|
|
Glenn,
Thanks, I will start emailing them for questions. My first contact with the
incidence support was very good as well in terms of technical support. I
didn't get charged because I must have seemed completely lost having bought
an HQ and 2 POS without thorough testing, etc....
Mark,
It's a long story how I bought the system, after using another software
while my hard drive broke down...Fed up, I didn't understand the problem,
scrapped everything and bought new ones!....I already had so much experience
installing POS myself. How hard could it be? It's Microsoft, afterall, in
2005, just plug and play, right?....WRONG!....
That led to Root:
The charges are different from partner to partner....as I understand now.
My first contact gave me a quote that I thought was exaggerated, 1970's
prices....I went on the net and got just the software bundles without
support, learned most things myself so far with a little help with the
initial database password, connection and deletion of sample data, from the
first incidence support that I called, thinking it came with the
package!l.....
My reseller is friendly and trying to help, but not much progress at the
pace we communicate....
No, it is not an Apple nano. We need ARMS ;)
"Mark" wrote:
| Quote: | Months of trying? Who were you asking? Our reseller has answered every
question I can think of but we haven't needed to ask them anything in months.
We had two $95 calls to Microsoft in two years and they fixed one problem
even though it took 2 days and we caused it. On another call they sent us a
hot fix and helped us install it and did not charge anything. Another problem
was fixed by updating the network card driver. Pretty good support if you ask
me. Compared to our old Windows progam that broke every other week and needed
a rebuild once a month RMS is a blessing. Maybe it depends on who helps
install it but I installed RMS on a couple new workstations without any help.
Why can't the company you bought from help you with your questions? That's my
big question. :)
"kay" wrote:
After months trying to make things work, and now I found errors that did not
come from my own ignorance but from MSRMS such as:
--Wrong item description misteriously appearing on my matrix.
--Zebra printer not printing hang tags properly.
--lots of other questions unanswered, as you all here are asking...
The big question is:
If we pay $90 per incidence, it will cost thousands, but are there
solutions?
Consequently, shouldn't MS be responsible for the flaw in its software and
provide this kind of technical support to be worth the original month we pay
with the assumption that the software works and that basic support will be
there when it's paid for?...
I'm getting none from my annual support fee., am short of calling and paying
for the incidence support because I don't have confidence that solution will
be provided....
What you think of this situation?.....
|
|
|
| Back to top |
|
|
Greg Williams
Guest
|
| Posted:
Fri Oct 21, 2005 12:04 am Post subject:
Re: THE BIGGEST QUESTION OF ALL |
|
|
Hi Glenn,
Which Zebra printer works best for hang tags? I was thinking the 2844
model.
Also, do you know where i can get the RMS label file for this?
"Glenn Adams [MVP - Retail Mgmt]" <glenn@nospam.tibercreek.com> wrote in
message news:%238SLz9P1FHA.1132@TK2MSFTNGP10.phx.gbl...
| Quote: | The tech support group that handles paid incidents is VERY good. If you
open an incident and the technician finds it to be caused by a bug in the
software you won't be charged - at least that's been my experience. I've
opened about 20 incidents over the years and only been charged for a
handful of them, eventhough I had to enter my credit card number every
time. Don't bother trying to call them though - just log into Customer
Source and enter the incident from there.
Remember that RMS is sold through a partner channel for a reason though -
as has been thouroughly discussed over the past week. Your partner should
be your first stop for support, but maybe I'm the wrong one to ask about
that. My customers all call me and I take care of it - in 2 years of
working with RMS I've referred 1 customer to MS for per Incident support
and that was for what was clearly a bug.
If the partner you bought the product through isn't able to support you,
you can always switch - just understand that service is the product that
partner sell - the software itself is just a tag-along.
By the way, Zebra hang tags CAN be done on an EPL based printer model -
ZPL should work too, but I haven't tried it.
--
--
Glenn Adams
Tiber Creek Consulting
http://www.tibercreek.com
glenn@tibercreek.com
----------------------------------------------
Please DO NOT respond to me directly but post all responses here in the
newsgroup so that all can share the information
"kay" <kay@discussions.microsoft.com> wrote in message
news:353D19CC-FEAE-46E5-A868-EEAA35E8B5D7@microsoft.com...
After months trying to make things work, and now I found errors that did
not
come from my own ignorance but from MSRMS such as:
--Wrong item description misteriously appearing on my matrix.
--Zebra printer not printing hang tags properly.
--lots of other questions unanswered, as you all here are asking...
The big question is:
If we pay $90 per incidence, it will cost thousands, but are there
solutions?
Consequently, shouldn't MS be responsible for the flaw in its software
and
provide this kind of technical support to be worth the original month we
pay
with the assumption that the software works and that basic support will
be
there when it's paid for?...
I'm getting none from my annual support fee., am short of calling and
paying
for the incidence support because I don't have confidence that solution
will
be provided....
What you think of this situation?.....
|
|
|
| Back to top |
|
|
Glenn Adams [MVP - Retail
Guest
|
| Posted:
Fri Oct 21, 2005 12:04 am Post subject:
Re: THE BIGGEST QUESTION OF ALL |
|
|
We've used the LP2824 and the 2746e (which is much bigger & more expensive).
The 2844 is equivalent to the 2824 but with a 4" print head instead of 2".
The label file depends on the tag stock that you use just as much as the
printer.
We use the EPL language and Generic/Text drivers - start from the Eltron.lbl
format and modify to work with your tag stock.
The tags we use with the 2746e are nice because they have a tear-off section
where we print the price rotated 90 degrees - Try that with the Label
Designer :)
--
--
Glenn Adams
Tiber Creek Consulting
http://www.tibercreek.com
glenn@tibercreek.com
----------------------------------------------
Please DO NOT respond to me directly but post all responses here in the
newsgroup so that all can share the information
"Greg Williams" <gwilliams@safetynet-inc.com> wrote in message
news:OJgGUwa1FHA.3520@TK2MSFTNGP10.phx.gbl...
| Quote: | Hi Glenn,
Which Zebra printer works best for hang tags? I was thinking the 2844
model.
Also, do you know where i can get the RMS label file for this?
"Glenn Adams [MVP - Retail Mgmt]" <glenn@nospam.tibercreek.com> wrote in
message news:%238SLz9P1FHA.1132@TK2MSFTNGP10.phx.gbl...
The tech support group that handles paid incidents is VERY good. If you
open an incident and the technician finds it to be caused by a bug in the
software you won't be charged - at least that's been my experience. I've
opened about 20 incidents over the years and only been charged for a
handful of them, eventhough I had to enter my credit card number every
time. Don't bother trying to call them though - just log into Customer
Source and enter the incident from there.
Remember that RMS is sold through a partner channel for a reason though -
as has been thouroughly discussed over the past week. Your partner
should be your first stop for support, but maybe I'm the wrong one to ask
about that. My customers all call me and I take care of it - in 2 years
of working with RMS I've referred 1 customer to MS for per Incident
support and that was for what was clearly a bug.
If the partner you bought the product through isn't able to support you,
you can always switch - just understand that service is the product that
partner sell - the software itself is just a tag-along.
By the way, Zebra hang tags CAN be done on an EPL based printer model -
ZPL should work too, but I haven't tried it.
--
--
Glenn Adams
Tiber Creek Consulting
http://www.tibercreek.com
glenn@tibercreek.com
----------------------------------------------
Please DO NOT respond to me directly but post all responses here in the
newsgroup so that all can share the information
"kay" <kay@discussions.microsoft.com> wrote in message
news:353D19CC-FEAE-46E5-A868-EEAA35E8B5D7@microsoft.com...
After months trying to make things work, and now I found errors that did
not
come from my own ignorance but from MSRMS such as:
--Wrong item description misteriously appearing on my matrix.
--Zebra printer not printing hang tags properly.
--lots of other questions unanswered, as you all here are asking...
The big question is:
If we pay $90 per incidence, it will cost thousands, but are there
solutions?
Consequently, shouldn't MS be responsible for the flaw in its software
and
provide this kind of technical support to be worth the original month we
pay
with the assumption that the software works and that basic support will
be
there when it's paid for?...
I'm getting none from my annual support fee., am short of calling and
paying
for the incidence support because I don't have confidence that solution
will
be provided....
What you think of this situation?.....
|
|
|
| Back to top |
|
|
billr3
Guest
|
| Posted:
Fri Oct 21, 2005 4:02 pm Post subject:
RE: THE BIGGEST QUESTION OF ALL |
|
|
"kay" wrote:
| Quote: | After months trying to make things work, and now I found errors that did not
come from my own ignorance but from MSRMS such as:
--Wrong item description misteriously appearing on my matrix.
--Zebra printer not printing hang tags properly.
--lots of other questions unanswered, as you all here are asking...
The big question is:
If we pay $90 per incidence, it will cost thousands, but are there
solutions?
Consequently, shouldn't MS be responsible for the flaw in its software and
provide this kind of technical support to be worth the original month we pay
with the assumption that the software works and that basic support will be
there when it's paid for?...
I'm getting none from my annual support fee., am short of calling and paying
for the incidence support because I don't have confidence that solution will
be provided....
What you think of this situation?.....
|
|
|
| Back to top |
|
|
Mark
Guest
|
| Posted:
Sun Oct 23, 2005 5:01 am Post subject:
RE: THE BIGGEST QUESTION OF ALL |
|
|
Did you by any chance take the online course or purchase the trainng
workbooks for RMS? If you don't feel like paying someone to help you the
training materials should answer most of your questions. We took the course
and paid someone for several hours of additional support and training. Money
well spent IMO. Now we only call if we have an emergency or want something
extra.
"kay" wrote:
| Quote: | Mark,
It's a long story how I bought the system, after using another software
while my hard drive broke down...Fed up, I didn't understand the problem,
scrapped everything and bought new ones!....I already had so much experience
installing POS myself. How hard could it be? It's Microsoft, afterall, in
2005, just plug and play, right?....WRONG!....
|
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| Back to top |
|
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kay
Guest
|
| Posted:
Thu Nov 03, 2005 5:02 pm Post subject:
RE: THE BIGGEST QUESTION OF ALL |
|
|
Mark,
I can comfortably say that the things I haven't got correctly from lack of
formal training are minor. The features I really need are not working
properly. The REAL technical problems with the features that I really need
have not been resolved by the technical team, as I have subscribed to the
incident support service.
We'll see!.....
"Mark" wrote:
| Quote: | Did you by any chance take the online course or purchase the trainng
workbooks for RMS? If you don't feel like paying someone to help you the
training materials should answer most of your questions. We took the course
and paid someone for several hours of additional support and training. Money
well spent IMO. Now we only call if we have an emergency or want something
extra.
"kay" wrote:
Mark,
It's a long story how I bought the system, after using another software
while my hard drive broke down...Fed up, I didn't understand the problem,
scrapped everything and bought new ones!....I already had so much experience
installing POS myself. How hard could it be? It's Microsoft, afterall, in
2005, just plug and play, right?....WRONG!....
|
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|
| Back to top |
|
|
JC
Guest
|
| Posted:
Sat Nov 05, 2005 9:02 am Post subject:
RE: THE BIGGEST QUESTION OF ALL |
|
|
Kay is the perfect example of why you need to buy RMS from a local dealer,
and not off the internet.
"kay" wrote:
| Quote: | Mark,
I can comfortably say that the things I haven't got correctly from lack of
formal training are minor. The features I really need are not working
properly. The REAL technical problems with the features that I really need
have not been resolved by the technical team, as I have subscribed to the
incident support service.
We'll see!.....
"Mark" wrote:
Did you by any chance take the online course or purchase the trainng
workbooks for RMS? If you don't feel like paying someone to help you the
training materials should answer most of your questions. We took the course
and paid someone for several hours of additional support and training. Money
well spent IMO. Now we only call if we have an emergency or want something
extra.
"kay" wrote:
Mark,
It's a long story how I bought the system, after using another software
while my hard drive broke down...Fed up, I didn't understand the problem,
scrapped everything and bought new ones!....I already had so much experience
installing POS myself. How hard could it be? It's Microsoft, afterall, in
2005, just plug and play, right?....WRONG!....
|
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