Unable to efficiently assist

Good Morning,

I would like to formally log a complaint.

We currently run Pastel Express version 11 and as the company grew I then request and purchased an additional user licence which too was not a pleasant experience. Then the registration process… I was also told at a point that what was purchased was a renewal… which wasn’t needed on the current system already running.

This has been running since last month. We have spent thousands of Rand’s including an outsourced IT assistant which also costs money. I have personally spent hours on the phone just trying to get some sort of assistance which was also unsuccessful due to call centre agents unable to assist due to lack of product knowledge and inability to assist. I have been on hold for hours per day and then to be transferred from one department to the next and then the call drops or the agent drops the call due to the person not being able to assist.

I have now reached a point of complete frustration as I too need to be efficient in my role at work and I cannot proceed because the program I need to use won’t work. Now all this was supposed to have been settled yesterday but it still does not work.

I am too afraid to ask, so how does one proceed further? I cannot keep paying for an IT assistant to come in when the issue is actually around Pastel

Looking forward to a response and a solution.