Sugar v3.5.1 Support Team Response

[isnceo]

Not knowing that Clint had made this announcement I sent support@sugarcrm.com a question on when On-Demand customers would be upgraded to Sugar Suite v3.5.1 (see copies of emails below). I received a response from Jason Nassi, SugarCRM's customer support manager. This response in my belief was less focused on providing world-class service and support and more on not inconveniencing the support team. Is the support team not there to answer these types of questions?

_________________________________________
Drew:

What does the last line of Jason's reply mean?

"Please continue to use Drew Currie as your primary point of contact during your evaluation period, rather than the Customer Support organization."

Does your support team not work directly with individuals evaluating your solution? That’s a terrible way to handle any type of customer service especially during the "evaluation" period. It's during THIS period I want to experience the entire SugarCRM solution including the level of support that is provided to On-Demand clients. If your product is great but your support team is terrible in both level of support and/or response, than you might as well get on the same wagon as Salesforce.com. I want a solution provider that can both provide a great product AND be able to provide rapid superior support to the end-user.

Is great customer service and support a concept that hosted CRM providers have a hard time wrapping their head around? I don't know!

Cordially,

EDGAR W. REECE
Chief Executive Officer
ISN Global Enterprises, Inc.

250 W. 1st Street, Suite 316
P.O. Box 1391
Claremont, CA 91711-1391
909-670-0601 ext. 1030
909-670-0605 fax
www.isnglobal.com


-----Original Message-----
From: Jason Nassi [mailto:jason@sugarcrm.com]
Sent: Sunday, September 25, 2005 3:04 PM
To: Edgar Reece
Cc: support@sugarcrm.com; Drew Currie
Subject: Re: Sugar 3.5.1

Edgar,

In general, On-Demand customers are entered into an upgrade queue for new releases, by customer request. Our On-Demand administrators will usually schedule those upgrades shortly after the new release is made generally available. In this instance, 3.5.1 has not been made generally available yet, so the upgrade schedule for On-Demand has not been constructed.

Please continue to use Drew Currie as your primary point of contact during your evaluation period, rather than the Customer Support organization.


Edgar Reece wrote:

>When will you be releasing Sugar 3.5.1 for OnDemand customers?
>
>
>EDGAR W. REECE
>Chief Executive Officer
>ISN Global Enterprises, Inc.
>
>250 W. 1st Street, Suite 316
>P.O. Box 1391
>Claremont, CA 91711-1391
>909-670-0601 ext. 1030
>909-670-0605 fax
>www.isnglobal.com
>
>
>

--
Jason Nassi <jason@sugarcrm.com>
Customer Support Manager, SugarCRM Inc.
Need Help? Try SugarCRM Forums! http://www.sugarcrm.com/forums/

[isnceo]

Earlier this week I was able to have a conversation with Clint Oram, Co-Founder and VP & General Manager of Sugar On-Line. He expressed his apology for any mis-communication and wanted to assure me that SugarCRM is dedicated to "world-class service". As a fellow senior executive with limited free time, I appreciated him taking the time to reach out and allow me to discuss my concerns with him. He successfully addressed my concerns and I look forward to further evaluating the SugarCRM solution.

Thanks Clint!