Fix Service Plans, They Suck
Michael Ringler
What good is a service plan without a signed contract? Why cant we amend them once theyre created? Why is there no way to pre-assign technicians? Why do jobs not auto-create for the service plan (we have to convert them), but the invoice i automatically sent regardless of the work schedule.
There are SO MANY THINGS wrong with this, and this is the literal TIP of the iceberg.
WHY can you not edit a template AFTER adding the plan for the client. A template is supposed to be a TEMPLATE. I dont want to have 5,000 templates by the end of the year if I use this broken part of your platform. When you click "add service plan" and then select a template, in ANY other software that would just auto-populate the information. Instead we are stuck with the price of the template. Every job is different or has specific terms. This is garbage.
Your support team cares more about getting us out of their message box than caring about your products. I find atleast One bug a week on your platform and most of them if I dont respond within an hour they close the chat (im busy working..). Every response shouldnt be "this is intended functionality" or "go to our feature request page". I am not a developer for your company but at this point we are ALL paying you to be beta testers for unfinished, poor UI additions to your platform. You have Some strong features that make your product good. If you would reinvest the money youre making into a development team that can resolve issues in less than 1-2 years and listen to the community's feedback you would 10x your revenue and have alot less complaints to deal with. Ive literally offered to pay for development for features that would benefit everyone and was blown off. Ive had bugs destroy 50k worth of invoices Caused by your team and a development issue and was offered Zero consolation and asked to spend HOURS helping them trouble shoot it and discuss it. This is Not good customer service and this will impact you over time exponentially if you keep it up.
Do better.
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Alastair Russell
I second Michael's feedback. We paid significantly more for Workiz than our previous software as the service plans aspect looked really beneficial to us. Trying to use it is another story. A minimum feature of service plans should be
a) the ability to offer payment after each visit is completed based on the terms the client is set up with.
b) the ability to edit the clients service plan. If you make a mistake or need to make a small change you have to cancel that plan and create a whole new one which makes no sense.
Thank you.
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Alexander
Hi @Michael Ringler, Maor from the product team here. First of all thanks for the feedback, much appreciated. I'm sorry to hear about your negative experience regarding the service plans and the support quality that you've been given, I'm taking your feedback with our support managers to see how can we improve in the given service. I would be happy to spend some time with you to go over your main issues and see how I can help. I'm available at mlivne@workiz.com
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AA Rodrigues
Alexander the way you respond to messages across this forum is so scripted... but the multiple spelling mistakes, odd sentence structure makes me think you might be based out of a different country, which speaks to the level of importance this company gives to actually solving our issues with the software.
Michael Ringler
Alexander thanks for the response but I think most of my feature requests and my 400 line spreadsheet of bugs, UI issues, and quality control issues on the software (which was ignored by the dev and support team wholly), is PLENTY of my time dedicated to bettering Workiz. If you gave me our account free for a decade I still wouldnt invest more time into bettering this platform. Ive now been stood up twice by Christian Quirino who is supposedly the HEAD manager of customer support about an issue that they want my feedback on that cost us $50k USD and has resulted in us not being able to balance our books because your platform didnt pay a proper accountant and back end API team for your quickbooks integration. My time is worth money, im not a beta tester, im paying full price and my feedback got ignored when I have provided it. You guys need to pay someone to help you or kick rocks until we all move on to other platforms.
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Alexander
Michael Ringler, I truly understand your frustration, and I want you to know that I'm here to help. I would love to go over the specifics with you and explore how we can address the issues you've mentioned. If you could find some time to talk, please take a look at my public calendar and choose a slot that works best for you: https://meetings.hubspot.com/maor-livne