General Inquiries

Viewpoint Support

  • 1.  Viewpoint Support

    Posted 6 days ago
    Edited by Steve Hathaway 6 days ago
    Good afternoon everyone,
    I just received a response from Viewpoint for a Payroll Support ticket I initiated on January 8th.  Yes, today is February 11, and this is the first response I received from my January 8th support request--34 days earlier.

    I am not going to go into the never ending plunge of support and development at Viewpoint over the past five years, but I would ask a favor from my CFMA friends.  If you are as frustrated about Viewpoint support as I am, would you please reach out to me privately.  I would like to get a conversation going off line.

    Thanks

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    Steve Hathaway MS, ECM-P, BCM-P
    Chief Financial Officer
    Chief Information Officer
    SEMA Construction, Inc.
    Centennial CO
    (303) 627-2600
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  • 2.  RE: Viewpoint Support

    Posted 6 days ago
    Edited by Paul West 6 days ago
    ​We can talk about the decline in Support at Viewpoint online as well. I have reached out several times on multiple cases I have and the only response I have received is that they are dealing with year-end issues. Things need to improve quickly since I have several major cases/issues that have not been addressed. It will be curious to see how they correlate support between years at the next conference since there is no way they can say it continues to improve year over year.

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    Paul West
    Director of Enterprise Applications
    The Middlesex Companies
    Orlando FL
    (407) 206-0077
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  • 3.  RE: Viewpoint Support

    Posted 5 days ago

    34 days.  Sounds about right for Viewpoint support.

     

    Roger Whitty | Chief Financial Officer

     

    Williams Company Management Group

    2301 Silver Star Road | Orlando, FL. 32804

    Main:  407.295.2530 | Cell:  407.432.5456 | Fax:  407.297.0459

    Client service is the foundation of our business | www.williamsco.com

     






  • 4.  RE: Viewpoint Support

    Posted 5 days ago
    Besides the chat feature that has been nice for quick and easy questions, for the actual service tickets I would agree with the group that the support turn around time has been terrible.

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    Natalie Chang CPA
    Cfo
    SonRay Construction
    Rocklin CA
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  • 5.  RE: Viewpoint Support

    Posted 5 days ago
    Agree! I have been working with Viewpoint since its' Bidtek years and support has fallen dramatically.  They were very good about 10 years ago and prior.  Now I have the same frustrations regarding support cases to the point I have little expectation when it goes from "chat" to a case unless it is an URGENT IT or PR problem.  I am also frustrated when I come across problems and spend time trying to resolve on my own only to find that it is a Viewpoint glitch/fix needed due to maybe an update.  These "glitches" need to be published to their customers.  The latest....my AP Open Balances report for retention and AP no longer ties to the GL.  Viewpoint informed me that when releasing AP retention, it is affecting the original invoice posting date rather than the period it was released in.  Therefore, affecting retention and AP on the AP Open payables report.  As of January 24, they did not have an anticipated fix date.  And yes, I SMH at the conference when they tout their improving customer support year after year.

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    Martin Imahori CCIFP
    Cfo
    Fine Line Construction
    San Francisco CA
    (415) 512-7677
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  • 6.  RE: Viewpoint Support

    Posted 5 days ago

    I've learned not to send emails or call support anymore. Any issues that I come across, I log in and chat through their viewpoint support portal. Although the "chat" option is meant for "simple" issues, I use it for anything that I have come across and have been able to get a response – which is what I was advised to do when I attended the conference. If they don't have an immediate answer, they look into it an get back to me the same day. I'm assuming if it's a "systems" issue, this would take longer. For example, our AP team is able to bypass the "complete" job status and post to jobs that have been marked complete - they have been working on this for a couple of years now. Regarding Year-End issues, we are using Viewpoint's Cloud services and are hosted by them, any version updates are processed by Viewpoint. Not sure what Year-End issues others are facing or have faced, but I feel our process went very smooth.

    If you have any question and would like to have a conversation off line, feel free to email me, lparises@collinselectric.com  




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    Leticia Parises
    Controller
    Collins Electrical Company Inc.
    Stockton CA
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  • 7.  RE: Viewpoint Support

    Posted 4 days ago
    Edited by Kim Kelley 4 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 construction solutions. My contact information is 503-847-5449
     and I welcome a conversation.

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    Kim Kelley
    VP Customer Support
    Viewpoint
    Portland OR
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  • 8.  RE: Viewpoint Support

    Posted 3 days ago
    ​Hi Kim

    While I personally have seen an improvement since Trimble has taken over, it is still not up to expectations. Let me share a conversation I had with a support rep a few years ago when I asked how I should submit a ticket. I asked what is the expected timeframe for a response and was told something to the effect a low priority ticket's goal was something like 48 hours and mid priority was 24 hours and a high priority was just a couple of hours or something similar. I told the rep that whenever I submitted a case as low, I never received a response and she told me I should go back into the system and change the priority if I don't hear back timely.

    Sorry but it is not my job to manage Viewpoint employees and it is not our job to tell you that the case sat too long.  I suggested that instead of putting the responsibility on us, your customer, that a computer company should be able to easily program the cases that once a certain amount of time has passed from time of submission, the case could automatically jump to the next level. If it is still not taken care of then it should move up to critical. Her response was something to the effect that if that happened, the really critical cases wouldn't be handled.

    From a customer's standpoint, my support request will always become critical to me otherwise I wouldn't have logged the case to begin with.  It is up to Viewpoint to understand this and not rely on us to tell you or babysit the cases by taking time out of our busy day to remind you there is a case sitting on your queue.  If you want us to rate the case accurately, you will treat all cases as urgent once a period of time has passed otherwise you are failing at your responsibility to us.




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    Chris Weinell
    Controller
    KE&G Construction Inc.
    Tucson AZ
    (520) 748-0188
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  • 9.  RE: Viewpoint Support

    Posted 3 days ago
    And I used to think 4 - 5 hours was a long response time for a low priority call with Viewpoint - back when I would log in a call by telephone!

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    Martin Imahori CCIFP
    Cfo
    Fine Line Construction
    San Francisco CA
    (415) 512-7677
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  • 10.  RE: Viewpoint Support

    Posted 3 days ago
    I would like to be included in these discussions. I have several tickets out there - one of which is preventing us from filing ACA as required. Going on two weeks without a response, and it is listed as critical.  The same issue is impacting our ability to have correct W4.  Another case was submitted on January 13th, with no response thus far.

    Contact information is shown below.
    agonseth@journeyconstruction.com
    (605) 274-2805

    Thanks!

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    Arin Knudtson CPA, CCIFP
    Chief Financial Officer
    Journey Group Companies
    Sioux Falls SD
    (605) 332-5968
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