Helios Tech Supp. 0 Andy 1 - tanTALK

Tropicana · 08-30-2002, 11:07 AM

I bought Helios 9.4 about 2 months ago. Before I purchased it Helios said they could convert my present data from ACCS software to Helios in a couple of days. When I was ready to convert data I sent tech support (via email)the data. They got back to me in 3 days after I inquired what was going on with conversion. There response was 6-8 weeks to convert data and they would need my ACCS software. I replied that this was not going to work and could they at least send me the client info sooner and I would manualy enter the rest of info. I have yet to hear back from them which has been almost 2 weeks. Andy came to my rescue and within hours had the data converted and all set up.
I want to thank him as Today I started using the helios software and everything is going smoothly.

Thanks again Andy

Lisa

Andy · 08-30-2002, 11:41 AM

Lisa, it truly was a pleasure to be of service. All the best using your new system.

If I can be of further service in the future it would be my pleasure ....

CHUNN · 08-30-2002, 12:47 PM

It's more like Andy 10 - Tech Support 0

Tropicana · 08-30-2002, 06:46 PM

It's 7pm and I just received a call from Tony at Helios. He was very nice and explained what went wrong with the tech support and my salon. He is a nice guy and very helpful if the tech support would have been a fraction of that helpful would have been nice. I do love Helios software It has beeen great using it today compared to the salon's previous software. I want to thank Tony for taking the time to call me tonight.

Lisa

Andy · 08-30-2002, 07:01 PM

I was so pleased to hear that Tony had called you Lisa.

I heard earlier this week that Tony and ETS Management have resolved whatever differences they had over the last two months, and Tony is back on board.

THAT IS TRULY GOOD NEWS, his experience and expertise are truly needed now and in the future at Helios/ETS and the options were rather scary to say the least.

The trick now is for him to train and develop his support staff to offer the same concern that he exhibited by calling you tonight.

The concept of taking 6 to 8 weeks to do a convert that they had promised you is confusing. I had never seen the ACCS database before, I do not have near the experience with MS-Access that some of the Helios Staff does and I was able to plan (including creating a Test Conversion for you and your staff to practise Helios with) and then do the convert of the client file last night after your close (for you to open with this morning) including Memberships, Visits and Comments in a total of about 5 hours (2 of which was last night).

Helios really does have some very talented people, why these Customer Service blunders continue to happen is disturbing.

_________________

Andy Thompson
ACT Business Solutions
Toll-Free 877-777-6717
andy@atso.ca
ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2002-08-31 06:00 ]

Teresa · 08-30-2002, 09:31 PM

I have to agree the score should be more like Tech Support 0 Andy 10. I rarely call tech support, but I did a few weeks ago just to get the answer "that's odd". Nearly the same thing had happened a couple of months prior and Andy, was ever so kind, to look at a copy of the report that I faxed him, tested some scenarios and came up with an explaination of what he though had happened.
Thanks Andy, we love you!!!!!

PS....good thing I'm not holding my breath for ETS on V.10, I'm sure I would have passed out by now!!!!!

Andy · 08-30-2002, 09:44 PM

Hi Teresa, thanks again for the kind words.

Do Helios still have you expecting V10 with WAN in September? I know you were originally scheduled for the end of August when you folks paid for it, but then you were advised it would be September - if I am remembering correctly.

Have they let you talk to anyone that has done any the Beta Testing of the WAN version of Helios?

I know of yourselves and a couple of others that are waiting, but the location of Beta Testing sites for it are ... ?

mnsun · 08-31-2002, 12:17 PM

Andy 10 Helios Tech Support 0 is my vote too! Andy's advice is EXTREMELY helpful and quick! I have given up on Helios tech support. What gets me is that I am still trying to cancel my Helios maint. agreement that I pay for and Andy is helping Helios users here for free. I like the software too but the people skills of that tech support gang is awful! I could go on and on......

CancunRayz · 09-03-2002, 11:10 AM

I'd like to make that Andy 11, Helios Tech Support 0. Andy helped us bring up Helios 9.4 in record time two days before we were set to open, and we haven't had a glitch since. I highly recommend Andy's services to anyone wanting to use Helios in their salon.

Kent Orso
Cancun Rayz Tanning Salon
www.cancunrayz.com

[ This Message was edited by: CancunRayz on 2002-09-03 11:13 ]

Andy · 09-03-2002, 11:37 AM

Thank you Kent for your kind words, it was a pleasure being of service preparing the Database and Sales Codes for the opening of your new Salon.

VERY best wishes to Ronette and yourself for a very successful business.

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08-30-2002, 11:07 AM	#1 (permalink)
Tropicana Join Date: Jul 31 2002 Posts: 5 Rep Power: 0	I bought Helios 9.4 about 2 months ago. Before I purchased it Helios said they could convert my present data from ACCS software to Helios in a couple of days. When I was ready to convert data I sent tech support (via email)the data. They got back to me in 3 days after I inquired what was going on with conversion. There response was 6-8 weeks to convert data and they would need my ACCS software. I replied that this was not going to work and could they at least send me the client info sooner and I would manualy enter the rest of info. I have yet to hear back from them which has been almost 2 weeks. Andy came to my rescue and within hours had the data converted and all set up. I want to thank him as Today I started using the helios software and everything is going smoothly. Thanks again Andy Lisa

08-30-2002, 11:41 AM	#2 (permalink)
Andy Join Date: Jan 25 2000 Location: CT Posts: 1,768 Rep Power: 25	Lisa, it truly was a pleasure to be of service. All the best using your new system. If I can be of further service in the future it would be my pleasure ....

08-30-2002, 12:47 PM	#3 (permalink)
CHUNN Join Date: Oct 17 2000 Location: Huntsville, AL Posts: 3,819 Blog Entries: 1 Rep Power: 25	It's more like Andy 10 - Tech Support 0

08-30-2002, 06:46 PM	#4 (permalink)
Tropicana Join Date: Jul 31 2002 Posts: 5 Rep Power: 0	It's 7pm and I just received a call from Tony at Helios. He was very nice and explained what went wrong with the tech support and my salon. He is a nice guy and very helpful if the tech support would have been a fraction of that helpful would have been nice. I do love Helios software It has beeen great using it today compared to the salon's previous software. I want to thank Tony for taking the time to call me tonight. Lisa

08-30-2002, 07:01 PM	#5 (permalink)
Andy Join Date: Jan 25 2000 Location: CT Posts: 1,768 Rep Power: 25	I was so pleased to hear that Tony had called you Lisa. I heard earlier this week that Tony and ETS Management have resolved whatever differences they had over the last two months, and Tony is back on board. THAT IS TRULY GOOD NEWS, his experience and expertise are truly needed now and in the future at Helios/ETS and the options were rather scary to say the least. The trick now is for him to train and develop his support staff to offer the same concern that he exhibited by calling you tonight. The concept of taking 6 to 8 weeks to do a convert that they had promised you is confusing. I had never seen the ACCS database before, I do not have near the experience with MS-Access that some of the Helios Staff does and I was able to plan (including creating a Test Conversion for you and your staff to practise Helios with) and then do the convert of the client file last night after your close (for you to open with this morning) including Memberships, Visits and Comments in a total of about 5 hours (2 of which was last night). Helios really does have some very talented people, why these Customer Service blunders continue to happen is disturbing. _________________ Andy Thompson ACT Business Solutions Toll-Free 877-777-6717 andy@atso.ca ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2002-08-31 06:00 ]

08-30-2002, 09:31 PM	#6 (permalink)
Teresa Join Date: Dec 29 2001 Location: Davenport, IA Age: 60 Posts: 2,432 Rep Power: 25	I have to agree the score should be more like Tech Support 0 Andy 10. I rarely call tech support, but I did a few weeks ago just to get the answer "that's odd". Nearly the same thing had happened a couple of months prior and Andy, was ever so kind, to look at a copy of the report that I faxed him, tested some scenarios and came up with an explaination of what he though had happened. Thanks Andy, we love you!!!!! PS....good thing I'm not holding my breath for ETS on V.10, I'm sure I would have passed out by now!!!!!

08-30-2002, 09:44 PM	#7 (permalink)
Andy Join Date: Jan 25 2000 Location: CT Posts: 1,768 Rep Power: 25	Hi Teresa, thanks again for the kind words. Do Helios still have you expecting V10 with WAN in September? I know you were originally scheduled for the end of August when you folks paid for it, but then you were advised it would be September - if I am remembering correctly. Have they let you talk to anyone that has done any the Beta Testing of the WAN version of Helios? I know of yourselves and a couple of others that are waiting, but the location of Beta Testing sites for it are ... ?

08-31-2002, 12:17 PM	#8 (permalink)
mnsun Join Date: Jun 8 2002 Posts: 12 Rep Power: 0	Andy 10 Helios Tech Support 0 is my vote too! Andy's advice is EXTREMELY helpful and quick! I have given up on Helios tech support. What gets me is that I am still trying to cancel my Helios maint. agreement that I pay for and Andy is helping Helios users here for free. I like the software too but the people skills of that tech support gang is awful! I could go on and on......

09-03-2002, 11:10 AM	#9 (permalink)
CancunRayz Join Date: Feb 20 2002 Location: Cincinnati, Ohio Age: 60 Posts: 117 Rep Power: 23	I'd like to make that Andy 11, Helios Tech Support 0. Andy helped us bring up Helios 9.4 in record time two days before we were set to open, and we haven't had a glitch since. I highly recommend Andy's services to anyone wanting to use Helios in their salon. Kent Orso Cancun Rayz Tanning Salon www.cancunrayz.com [ This Message was edited by: CancunRayz on 2002-09-03 11:13 ]

09-03-2002, 11:37 AM	#10 (permalink)
Andy Join Date: Jan 25 2000 Location: CT Posts: 1,768 Rep Power: 25	Thank you Kent for your kind words, it was a pleasure being of service preparing the Database and Sales Codes for the opening of your new Salon. VERY best wishes to Ronette and yourself for a very successful business.

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