So Much For Helios Tech Support

[tigers1962]

I have version 10.1.4. I am having problems entering new sales codes. Everytime I enter one, my program "encounters problems" and shuts down. I needed to get the new codes entered because I had a Christmas sale yesterday and had to write down all purchases (special priced) on paper because I could never get my new codes to save.

I called tech support and spoke with JJ on Wednesday. He said my version was missing something. I don't remember what he called it, but how all of a sudden after over 2 years would I be missing something when all the times before I have been able to enter new codes? He emailed me a supposed solution that I was supposed to copy to my desktop. When I could not get it to work I called him back. He was not available to speak with so I spoke to someone else that said what JJ should have done was to send the download as an attachment (the download was named COMPARE DB). To make a long story short, I was suppose to leave the salon at noon, but had to wait for the new email. Knowing I needed to have this problem solved before our big sale, I waited until 3pm and JJ never emailed me back the attachment for downloading. Here I still sit with no new codes and come Monday hopefully I will be able to contact him and then I can sit here on my day off and enter all the packages bought the day after thanksgiving, and enter all the tans on those packages. WHAT A PAIN!

I tried calling him back on Friday but I guess they were off that day. This is what I pay 39.95 a month for?? I was left with no help, and I'm not about to call the "emergency" number and pay a fee for what should have been solved when I contacted him during normal business hours. I will also add that each time I called, it was a long distance call. I do appreciate the tech support, but I am paying for it and when I need it most, support is not available!

Can someone offer any advice on why helios tech support never called or emailed me with a solution ??

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[MATT A]

Helios tech support is the best. Most of the time they will not charge after hours. You can also download the DB compare off the website of Helios.

[sun2go]

If you don't hear back from them in a half hour or so, call a second time.

Don't cry wolf, but if there is an issue that needs to be resolved, they will push you back to the front of the line.

[SunDizzy]

what's really funny is that "COMPARE DB" is not a necessary file required to create new sales codes... so what i assume JJ was trying to do is figure out what was missing through a process of elimination comparing your DB.

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[ This Message was edited by: SunDizzy on 2004-11-28 23:17 ]

[Andy]

Just return online from the weekend ... I will followup with JJ in the morning and advise.

[MATT A]

I will tell you this which I'm so peeed about. They have hired new people and they are not trained and ready for tech support. If I have a problem and don't know what it is when I call I expect someone to know what is going on. This happened three times the past month. I was putting toghter a new program here. They are like use the help I'm like I did. He's like I don't know. What the He__ you do mean you don't. It's your job to know. And believe me it was not rocket science.

[Andy]

GENIUS ... if you do not get the help you need, contact either JJ or myself ... we will ensure that you do.

[MATT A]

Thanks Andy good to see someone cares. But this only happened recently. Unitl then all was good.

[Andy]

Regret that it happened, believe me JJ and I are trying ... we truly do care.

AND SO DO THE MEN and WOWEN WITHIN HELIOS TECH SUPPORT, we grant you some are new and learning ... but we are trying to help them become effective for our Helios Partners as quickly and professionally as possible.

If you do not get the support you need please contact any of the following, we sincerely want to be the best we can be. We have had some necessary changes recently and are working hard to get the new staff members trained as quickly and professionally as possible. Tony has actually directed JJ and I to add additonal staff members and get them training preparing for the expected grow in our client base in 2005.

JJ Johnson, Supervisor of Tech Support ... 317-554-3477 ... jj@gohelios.com
Andy Thompson, Director of Training and Support ... 317-554-3409 ... andy@gohelios.com
Tony Toefper, President and Helios User ... 317-554-3417 ... tony@gohelios.com

[tigers1962]

I have since had my problem resolved. I was contacted on Saturday. It was the service pack 2 on my computer that the helios was having a problem with. I am thankful that I was contacted and all problems were resolved, but it still concerns me that my call was not returned the same day, as I needed to have these new promo codes entered before my big sale. I did speak with someone named Jeremy when I received my version 11 upgrade. He was very helpful and patient with me while I got the hardware key installed. (we were having problems with it).

I am having problems saving comments on clients files. I can type them in and click on "add note" and it shows up on the above area, but all it shows is the date the comment was made and when you click on it, there is nothing there, nor does the comment show up when you enter into the clients profile. What am I doing wrong? It was fine yesterday when I first installed it.