Jai
Great until acquired by Sage
The support is now non-existent, any response given will be through a customer service rep that has little/no technical understanding and will generally respond with pre-written generic support responses. On multiple occasions, IP will not sync correctly or at all. Support will issue the 'we're looking into it' response and will generally resolve the issue on the same day with a band aid fix - at a great cost to our now disrupted supply chain. For us, a day’s worth of downtime costs our company thousands. The knock-on effect means goods will arrive from our supplier a day or 2 later than required as we are dealing with suppliers in different time zones. Customer support will never drill down to the root cause and the issue will reoccur again the following day with the same hapless support response. We can work through most issues but unreliable data sync renders the platform redundant, it doesn’t matter what else the platform can do if the primary function of the service doesn’t pull the data correctly. As with any software service you’re going to having niggling issues to work through, however that’s no longer possible as the recent acquirer (Sage) has stripped back customer support so we now have a product that doesn’t work and isn’t supported. Despite the decline of service, they’ve recently increased pricing with a tiered service and features that we previously paid for are no longer included in our plan (as you can guess we weren’t informed about that either). I can only imagine things are going to become worse as the company is stripped of all value. We have been using IP for a number of years and sadly this is no longer the same company after several recent changes in ownership. Whilst we were once used to effectively resolving issues with the actual engineers/founders of the company, things are now a sharp contrast and the reality is the previous great ratings for this company no longer hold true.
Response from Inventory Planner by SageOct 10, 2022
Hi Jai, Thank you for your feedback - we really appreciate hearing from our customers. I'm sorry that you're having some issues. I've spoken to our Support team who are actively working on your stock discrepancies. They've advised me that they're running manual uploads to resolve the majority of the issues while they investigate the root cause as it could be an external issue. Regarding your access to Support, there are two products we offer - Inventory Planner and Inventory Planner Premium: https://www.inventory-planner.com/pricing. For smaller businesses, the former is usually a good fit and allows them to self-implement and self-serve as their needs are smaller. Whereas for larger businesses, they value more support and a guided implementation. Because we know everyone's needs are different, as well as their budgets, we offer both. Regardless of what product you are using, you have unlimited access to our Support team via chat and email support. Our Support team will continue to keep you updated as we move forward to fully resolving your issue. Thank you, Tom (Inventory Planner)