Award Winning Poor Service

This is a very large international business that is a multiple award winner with Microsoft and Sage yet they deliver the poorest service I have ever seen of any company I have worked with. We have been a client from 2006 and the last 2 years their service was absolutely unacceptable for a company of their stature and size. They do our system support for ERP and RMS and we have to wait days, weeks and sometimes months for critical issues to be resolved that has a direct negative financial, operational and security implication on our business. These are actually issues that should mostly be resolved within a day with their expertise. Our business have 14 branches and we regularly have to resort to manual systems because Acctech Systems takes weeks to solve a problem. They do upgrades on our systems that cost the Company hundreds of thousands of rands and very often after upgrades we have enormous problems that occur. Then we need to pay astronomical amounts for the problems caused by these upgrades as well as wait weeks and months for these issues to be resolved which in turn leaves our company with serious security risks. We already have suffered substantial financial loss because of malfunctioning systems. We have invested millions over the last 12 years into this system and we tried several times over the last two years to engage with the management of Acctech Systems in holding several meetings at their offices in Lyttleton, Pretoria. We even met with the CEO personally and still there is no resolve. The problem I identified from our side is that they do not have enough qualified personnel to support these systems. They actually only have one consultant that has vast experience in the integration of the systems. It also seems as if we as a company are also a lessor priority to them as they have much bigger clients than us. Their level of service delivery and customer support is absolutely unacceptable and their slow response times can cost companies dearly. I will not recommend them at all to any medium sized business looking for a ERP solution. It will cost you thousands upon thousands of rands and you will not get timely support which will add to your frustration and operations.