ComplaintsforECI Software Solutions

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We got ECi M1 Manufacturing Software in Sep of 2014, and pay a lot in annual maintenance fees for customer support.I needed support in July 2024, I kept opening cases for someone to contact me and did not receive any responses, finally I was told my software version was no longer supported and I could not ask a question.The invoice for 2023 was $11,641.61 dated 09/01/23 and 10/01/23 ECi decided to depreciate our Version 8.0 of their software, they no longer support it. We had a payment plan that began 11/01/23. So why did ECi take $11k from when they didnt support our software.You dont know your version is not being supported until you try to use it.I was notified 07/09/2024 when I reached out for assistance, that our software wasnt supported. I told them my question was not related to a specific version, they wouldnt even talk to me. They told me to contact ********************* and I would need to pay them for assistance.I reached out to ***********************, Cust Serv account Manager, and he got someone to answer my question.I told ECi I wanted my 2023 maintenance refunded or at least partially (like 11 months) because ECi knew they were depreciating my version when they sent me the invoice. *** told me they could not refund any of the maintenance I paid and they would let me know how to cancel future maintenance but instead I got an invoice on 08/15/24 dated 09/01/24 for 2024 for $12,747.56. The person I was emailing will not respond to any of my emails and has not told me how to cancel.How many customers are they continuing to invoice they dont support the version of their software?We were not told until we tried to use support. ECi sent me a notice with no issue date on 07/09/24 telling me our software was not supported since 10/01/23.I want a refund of maintenance paid since ECi stopped supporting our version, because they knew when they asked me for the money they were depreciating it. I also want to know how to cancel maintenance.

  Business response

  08/16/2024

  I spoke with ******* twice.  I agreed to cancel her 2024 M&S renewal.  That cancellation is complete.  I explained to ******* that we provided multiple and ample communications to her company that the version of software they were using would be deprecated. They were/should have been aware. I also explained that it is common for customers to stay on M&S even if using an older version, so that they maintain their ability to upgrade when ready.  Last, I explained that we, as every software company does, rely on customers payments to fund the future development of the software.  Therefore, we never unilaterally cancel a M&S contract, even if we know a customer is on an older version.  Based on those factors, I did not agree to the request to refund the prior years M&S.  I also agreed to forward Rosannas Customer Support responsiveness complaint to our Head of Customer Support which I have done.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  February 13, 2024 We have been using ECI for about 10 years. They have provided their services throughout that time. However, it had become very outdated and difficult to use as our company has grown and changed.We found a different supplier and entered a contract with them. We advised ECI that we would be switching platforms in March. That gave use about a month. They told us we had one week to switch. They sent an invoice for a years worth of service that was due on March 2nd. Before we could respond, they shut down all of our access, locking us out of critical data such as payroll information, accounting information and work order information.They said nothing could be done until we signed up for an entire year. We had no choice but to sign up 3 users for a whole year. Of that service time, we will only be using it until the end of March.I feel we were a loyal heavy users of their software and we gave them adequate notice and reasons why we were switching platforms. In turn, I feel they have responded by extorting us into signing up for a contract that we do not fully need.As we have mentioned to them, we will no longer need their service at the end of March. I would request a refund for service beyond that time.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We decided to implement ECI JobBoss2 software in January of 2023 and have been working to set it up for the past 5 months. Prior to signing the agreement, we had many discussions with ECI leading us to believe we would have hands on assistance during the discovery phase and setup of the system. There was no discovery phase, which is critical to a successful implementation of their software. We had little/no assistance with the data conversion sheets whatsoever. After booking a consultation specifically to help us with the spreadsheets, we found the consultant had no experience with data conversion, and we wasted an hour while we walked him through ECI's spreadsheets, that he had never seen before. We were left to complete the spreadsheets and determine our company's inventory strategy all on our own. After 60 hours of completing the spreadsheets, we finally got ECI to do the data conversion. ECI billed 8 hours to complete this process, when our contract only stated 6. How does it take them 8 hours to import pre-formatted spreadsheets into their software? Something is wrong here. After our data was in their system we finally started our consulting sessions, only to find there were errors in the system, and the software was not the user friendly interface they had promised us. We wasted another full training session, and ECI again left us to work out the bugs on our own. This was the point we realized ECI had grossly misrepresented their product and service.We had used a total of 3 consulting hours, and been wrongfully billed 8 hours for the data conversion, which left us with 9 unbilled hours. We told ECI we no longer want to continue with their software and asked if they would be willing to credit us for our unused hours. ECI is persistently unwilling to compromise and repeatedly refers us back to our agreement, which states non-refundable. At this point we have already sunk $7,500 CAD and wasted countless hours on their system with nothing to show for it.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩