General Inquiries

Viewpoint/Trimble Customer Service

  • 1.  Viewpoint/Trimble Customer Service

    Posted 27 days ago
    As a general question, how has your experience been since Dexter & Chaney/Vista was bought out by Viewpoint and then Trimble. It seems to me they have experienced a significant exodus of talent, and customer support has dropped off dramatically. I have had cases getting closed with absolutely no resolution. When D&C was in charge, they would spend an infinite amount of time with the customer to resolved every issue. It is as if now they are time limited and push you to professional services, who is also of little help. I had an individual the other day at support tell me they used to take 5-7 calls a day to ensure the customer was well taken care of. He said he is averaging over 35 a day now.

    I also recently received a message that access to my SQL databases would be locked down unless I am at a company specific location.

    Really, just curious if anyone out there is as frustrated as I am?

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    Clark Taylor CPA
    Chief Financial Officer
    Watson Civil Construction, Inc.
    St. Augustine FL
    (601) 317-4066
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  • 2.  RE: Viewpoint/Trimble Customer Service

    Posted 26 days ago
    We have been live with Spectrum since 6/2017.  When we were selecting a new ERP system it came down to Spectrum or Vista.  The deciding factor for our company was Dexter + Chaney's customer service.  We have been disappointed with the new system of leaving a message and someone will get back to you.  I always had a live person within 5 rings previously.

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    Charles Dixon B.S. Accounting
    Corporate Controller
    Hatzel & Buehler, Inc.
    Wilmington DE
    (302) 483-7304
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  • 3.  RE: Viewpoint/Trimble Customer Service

    Posted 26 days ago
    I agree. We have been with Dexter Chaney Spectrum since 2000 and are very disappointed with what is going on. Customer service is not what it used to be. Its very sad actually and frustrating.

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    Donna Kebel BA in Business, CPA
    Controller
    Aschinger Electric Co.
    Fenton MO
    (636) 343-1211
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  • 4.  RE: Viewpoint/Trimble Customer Service

    Posted 22 days ago

    I have always enjoyed the user's conferences held by Dexter and Chaney.  I would be curious to hear comments on the user's conferences since Spectrum was acquired?






  • 5.  RE: Viewpoint/Trimble Customer Service

    Posted 21 days ago
    I have Spectrum’s in 2017 and Viewpoint’s in 2018. I equally enjoyed both.


    Chuck
    Sent from my iPhone




  • 6.  RE: Viewpoint/Trimble Customer Service

    Posted 26 days ago

    We have noticed the decrease in customer service as well. The wait time for customer support is increased and unless you can get one of the "original"  D&C support folks the newer individuals are not as helpful or patient.  I bet we will see the annual support fees increase, too! It is very unfortunate. 






  • 7.  RE: Viewpoint/Trimble Customer Service

    Posted 26 days ago
    Clark,

    You are absolutely correct in your observations.  The key support people do not seem to be there anymore and it takes forever for them to respond to a support item.  I feel for a new company that is just starting to use the software.

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    Louis Weeks CPA CGMA
    Controller
    Smithson, Inc.
    Rocky Mount NC
    (252) 977-3055
    ------------------------------



  • 8.  RE: Viewpoint/Trimble Customer Service

    Posted 26 days ago
    I would say there is a lack of customer support and the knowledge base is useless.  I did hire a consultant that was very knowledgeable and fixed a lot of issues that the conversion team screwed up on.  He actually had construction accounting knowledge which was such a relief that I was talking to someone who would understand our "language".  We converted at the beginning of 2018 and I was not hired until April of 2018.  It took me a year to get things running efficiently and correct all the issues.  But of course we had to pay the outside consultant 10K to help us fix.  I have been thru 2 other conversions and this by far has been the hardest.  Hopefully they will pay attention to the reviews that are given after every tech call but it seems unlikely.

    ------------------------------
    Cynthia Dean
    Finance Manager
    Nevada General Construction
    Las Vegas NV
    (702) 254-0262
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  • 9.  RE: Viewpoint/Trimble Customer Service

    Posted 7 days ago
    I am struggling with the same issues, and am working through the system setup to figure out if the software is actually just siloed and cumbersome, or if our implementation folks were just not good.  For me, red flags are thrown up any time you have to go first to a third party consultant for support.  I am a firm believer in not paying good money for something that actually complicates your life.  We implemented in 2016, I came on-board in 2018 - and the best word I can think of to describe Vista/Viewpoints functionality is - disjointed.  We are completely spreadsheet dependent.  I feel like I'm working in an old DOS system with a windows interface - QuickBooks has better workflows than this system.  Also - I wanted to add an elimination company and was put off completely by our TPC.. they redirected me to Viewpoint.  I've worked with a number of ERPs in my day, and have never had an instance where we had so little control over the setup that it would cost us $10k to add a company.  Seriously disappointed, and actually chatting with reps from Sage300 today for a demo.​

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    Donna Doherty
    CEO
    Brandywine Construction Co., Inc.
    New Castle DE
    (302) 510-6243
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  • 10.  RE: Viewpoint/Trimble Customer Service

    Posted 20 days ago
    We bought Spectrum in 2017, and I have also seen this degradation, I am actually going to the collaborate conference in a couple to speak about Insight, a reporting tool we've been leveraging, but I am going to see how I might escalate this while there... are any of you attending?

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    Michael Bolt
    Director
    ENE Systems
    Canton MA
    (781) 828-6770
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  • 11.  RE: Viewpoint/Trimble Customer Service

    Posted 19 days ago

    We are very frustrated with Spectrum's "support".  We used to get a live person every time we called and they for the most part tried to resolve the issue at hand.  Now when we call a computerized voice answers and you are actually forced to leave a message for a call back. Professional services is a joke - even if you could afford to pay the huge fees they charge, you are pushed on to a long waiting list.  We can't run our business that way!  Even more, they don't seem to care about enhancing the product.  Sadly it is going the way of Timberline when Sage took over.  They have just hijacked existing customers; charging a huge annual fee with nothing in return.  

     

    .

    Barbara Kuntz

     

    2904 N. Madelia St

    PO Box 7339
    Spokane, WA 99207

    P. 509 | 489.0563

    F. 509 | 489.0574

    barb@acispokane.com

     






  • 12.  RE: Viewpoint/Trimble Customer Service

    Posted 20 days ago
    I totally agree that customer service has diminished over the past few years.  What is even more troubling to me is that the pace of development/improvement of the product has fallen dramatically while the annual fees have increased.

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    Colin Thompson
    Cfo
    Power City Electric
    Spokane WA
    (509) 789-1772
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  • 13.  RE: Viewpoint/Trimble Customer Service

    Posted 16 days ago
    Dear Chuck and all,

    We are very sorry to hear about your frustrations.  Our company is an independent Viewpoint consulting firm that prides ourselves on prompt responses for our clients.  Our clients generally get same day responses.  Obviously not every issue can be fixed or all projects completed within same day, but we understand how important response time can be so we strive to at least respond to our clients emails and phone calls to at least get something scheduled and sometimes help with some quick fixes.  At any rate, our company also has experience with SQL and report writing, etc.  I am reaching out to see if we can help reduce your response times and hopefully increase your customer satisfaction level so please let us know if you want to chat or learn more about our services.   We invite you to visit our booth #227 at the Viewpoint User Conference in Portland Sept 23rd thru 26th.  Thank you for your kind consideration.  Enjoy your Labor Day holiday!  ​

    ------------------------------
    Sandrah Vittands, PMP MBA MBA - Project Management
    CEO And Lead Consultant
    construction101forwomen.com, Llc. dba S&B Systems, LLC
    Humble TX
    (248) 736-9788
    www.sandbsystems.com
    ------------------------------



  • 14.  RE: Viewpoint/Trimble Customer Service

    Posted 15 days ago
    ​Hello Clark,

    You've struck a nerve with me!  We've been a Vista user for 7 years, looking to make some upgrades.  Like talking to a wall.  Since I was taught to keep quiet if you don't have anything nice to say, this next paragraph completes my response:










    Monte


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    Monte Smith CMA, CCIFP
    Chief Financial Officer
    Gerding Builders
    (541) 753-2012
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  • 15.  RE: Viewpoint/Trimble Customer Service

    Posted 15 days ago
    I am very disappointed with their customer service and slow response times.  A couple of my support requests were not resolved but I was advised that my request would be "an excellent enhancement request."  Unfortunately, it doesn't appear to make a difference there either.  Some of the responses we've gotten from the help desk have been comical. I am hopeful that they will get past this and work harder towards retaining customers and investing in product improvements.

    ----------------------------------
    Shari Crane CPA
    ----------------------------------

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    Shari Crane CPA, CGMA
    CFO
    H&B Contractors
    Woodway TX
    (972) 762-7384
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  • 16.  RE: Viewpoint/Trimble Customer Service

    Posted 14 days ago
    I have used Viewpoint off and on since 1997 when the company was Bidtek.  I AGREE - Viewpoint's customer service has REALLY deteriorated.  I have talked to several Viewpoint people at past conferences about this problem as well as over the phone/e-mail.  Their customer service was impressive at one time.  Way before "chat" was available, calls were logged in by phone and call backs averaged 2-3 hours the same day!!  I did noticed a slight drop off in service around 2012-13 (calls took 4-5 hours/same day or next day), then I changed jobs.   I introduced Viewpoint where I am currently employed.  We went live in 2016, and in a span of 3 years, I noticed things really changed.  Their new CEO, Kotzabasakis, emphasized customer service at the 2017 conference.  So they know there is a problem.  I believe Viewpoint grew too fast going into the Canadian and Australian markets.  Like construction, high risk occurs when a company goes into new markets and focuses on revenue growth without considering human capital.

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    Martin Imahori CCIFP
    Cfo
    Fine Line Construction
    San Francisco CA
    (415) 512-7677
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  • 17.  RE: Viewpoint/Trimble Customer Service

    Posted 11 days ago
    Edited by Kim Kelley 11 days ago
    Hello CFMA Members,
    I'm Kim Kelley, Vice President of Customer Support at Viewpoint.  Let me begin by saying we appreciate your feedback - it only allows us to improve.  We also understand the critical role our solutions play in our customer's business operations, and we want to ensure that you are well supported. I'd like to talk with you personally about your experience with our service, and ensure that we do everything possible to meet your needs. We field one of the most experienced support teams in the construction software industry.  My team and I are 100% committed to helping you get the most out of our Spectrum solution. My contact information is 503-847-5449
     and I welcome a conversation.

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    Kim Kelley
    Viewpoint
    Portland OR
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  • 18.  RE: Viewpoint/Trimble Customer Service

    Posted 8 days ago
    Thanks Kim,
    Per our discussion the other day, I look forward to catching up at the conference.

    Michael Bolt
    ENE Systems
    (781) 774-0259