Appalling standard of service through SugarExchange!

[cresona]

Yesterday, I ordered a module called "Calendar 2", my first (and last) order using SugarExchange.

When trying to register, the first username I tried came up as taken. No problem, I picked another and registered within a few minutes.

I placed the order, paid immediately using Paypal and waited for the order to be processed.

Today, I had notification the order had been completed and I needed to login and enter the download key in order to obtain the zip file.

I visited the URL provided and tried to login, only to be told the username didn't exist. It obviously does exist, the email I've received clearly shows it as registered.

I tried to use the forgot password function (even though I know it's correct), and I'm told the user isn't found. OK, so I tried the email confirmation link... which says "cannot get user".

Purely out of curiosity, I tried to login using the details I gave intially (the details it said I couldn't have as they were taken)... and it logged me in. But, the office address is missing, the order history page is blank and I have someone elses details showing up.

I log out and try the correct details again, to no avail. So, I tried to register again using the details I gave yesterday... to be given a debug error message saying "duplicate entry "cresonaltd" at key 1open transaction detected!!! on a single line at the top of the page... no template, SugarCRM logo... just the error message.

By this point, I'm pretty frustrated and need to contact support. The support portal link also cannot find my username or password, but I'm guessing that's because the two databases aren't bridged.

So, I pick up the phone and call the international sales number shown on the contact us page. I hear (what sounds like) the asterisk pbx standard "number not in service" message and it promptly cuts me off! Disgusted, so I try the main line. Success... I had a recorded message asking me to press 1 support outside US & Canada. I press 1 and I'm put in a queue (at position 1) for nearly 20 minutes... then I'm cut off again! I call back, choosing the wrong option on the menu in a desperate attempt to reach someone who can give me some answers.

"Your call is important to us" *click* and the phone goes dead once again.

Now, really annoyed... I rang the Germany office. I'm played 6 seconds of absolute silence before the phone goes dead. I tried again, to hear another 6 seconds of silence... then a click as the pbx gives up and boots me from the trunk.

I've used SugarCRM CE for a good many years and I'm pleased to say have now outgrown the community edition... so I had intended to move to a Professional version at the end of Feb.

I have nothing but praise for SugarCRM CE, it's a superb piece of kit and a fundamental part of the business. From a support perspective though, it's quite possibly one of the worst I've ever come across. No email address for support, the "support portal" doesn't "support" existing customers without expecting them to register again, the site gives meaningless debug message which wouldn't make sense to anyone other than a developer and the phone system, well that's beyond a joke.

Both SugarExchange and the developer can keep the $40 for the module... it's a cheap lesson. I'm off to re-evaluate SalesForce. Sure, it's more expensive and more restrictive in many ways... but at least support is treated as a prerequisite and not an afterthought.

[clint]

Hello cresona -

I'm sorry to hear of the troubles you ran into. I will have someone look into the SugarExchange.com site issues you reported right away.

Feel free to Private Message me here in the forums to follow up further.

Regards,
Clint