Question

How to Deal With a Solution Provider Performance Issues Beside Trying to Discuss With a Provider

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Updated April 6, 2022

asked on April 6, 2022

Hi,

we are neither satisfied nor going nowhere fast with our LF implementation that is done by a local partner. Signed 3 years contract, 6 months spent in ongoing implementation that does not require conversion or similar. Moreover, we are still depending on dms with end of life in 2018. Also, there are myriad of other issues, like lack of communication, planing and executing, commitment, etc. We tried discussing with a provider, but so far silence and avoidance are the responses we are getting.

Does LF has any mechanism to deal with an issue like this and what would it be? More importantly for us, what is a recourse available to finish the implementation on time for our organization to adopt a very much need product?

Thanks,

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Answer

SELECTED ANSWER

replied on April 6, 2022

Sorry to hear you have had such a bad experience with your VAR (reseller). This is not a typical experience that Laserfiche clients experience. I want to 1st tell you that you did make a good choice moving to Laserfiche and sometime in the near future things will be flowing smoothly. I would hate to see you get discouraged and decide not to move forward with Laserfiche.

It is not typical that LF VARs lock someone in for 3 years. And are unresponsive. I would suggest your 1st step should be to call Laserfiche at 562-988-1688 and talk to your area manager for your area. They can maybe talk to your reseller and hopefully, get the communications flowing. If they are not able to help you, I would be willing to help you talk to them and see if we can somehow get your project back on track. Larry 612-382-4069

Trust me, someday when this is all behind you, you will love Laserfiche and what it can do for your organization.

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replied on April 6, 2022

Thanks Larry.

I will try the local area manager 1st and if it doesn't work I will try talking to you.

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replied on April 6, 2022

good luck, anything I can do to help, just let me know

I think you will find there is a really great community of users and resellers that are wanting you to succeed

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Replies

replied on April 6, 2022

They do, they have the ability to transfer to another VAR by contacting the corporation directly and requesting a transfer, where they can help recommend based on your area or needs. This will move all of your support, training, and consulting to a different organization while maintaining all of your licenses.

Each VAR has their own LSAP renewal costs meaning your yearly costs will change for support.

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replied on April 6, 2022

Thanks.

Is there a specific way to contact LF about the transfer or any one of those ways from contact us link will work (we already submitted a form about it this morning)?

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How to Deal With a Solution Provider Performance Issues Beside Trying to Discuss With a Provider

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