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Hello!
Very briefly. We would like to file a complaint agaisnt our current partner to Microsoft and subsequently change partners. Some of the reasons are as they follow:
Not responsiveness
Late delivery of developements
Not enough staff
Unfair charges - paying for time they need to fix their own bad programming, getting charged for introducing our company to new staff they assign to us ( sales changed three times , finance once, logistics twice, EDI & reports also twice, only in one year...).
where can one do that? I have been looking around in forums in google but I only found a link for EEUU. We are based in continental Europe.
Thanks in advance!
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Thanks for your answer. We would like though our partner to be located in our country, which unfortunately is not the case of your company.
Kind regards
Hi Pollux 1986,
Understanding your issues, we can help you out in changing partner and continue with the desired changes and development to your satisfaction. We are MS Dynamics practising partner located at various places in France, USA, UK, India & Singapore with expertise in Enterprise IT and Product Engineering. We do design, development and Implementation of ERP products including Microsoft / Oracle / SAP to our platform. You can find us at http://www.altencalsoftlabs.com/. Please drop us a mail at shweta.s@altencalsoftlabs.com so that we can provide with more details and help you with your requirements.
Thanks and Regards,
Shweta Saxena
9108872890
Yes, good point Mr.Katson, that´s something I fear, that they then pass the ball to each other. The problem is that we are using modules from our partner, as soon as we have a problem with any of them or Navision itself they may wash their hands off and say that yeah, the problem comes from the other partner, or charge us with a big bill with the excuse they had to make sure that nothing from the other partner got affected...etc etc
You can move slowly.
For example sign agreement for support or developments with other partner. This should improve quality of your current partner and will give you a choice.
But in such option split responsibilities and functionality between partners. Otherwise you will get in situation when they will complain on each other.
You are right , we were a bit of a newbies and we didnt foresee such things. Something to take into consideration for next time
It is difficult to judge if the price you presented is fair or not. Lot depends on complexity of your database, customizations, number of users, etc. However if a partner is a "normal" partner, it:
- provides a clear agreement where it is straight-forward how pricing is applied
- makes real tests before putting new developments to live database
- provides warranty period on the new developments and fixes bugs for free in case it has been his fault within this period
- keeps good level of documentation on the developments made
There are also different kind of partners. There are many of those who behave like that. I also work for a partner. We follow the principles I mentioned above, and also we do not tend to protect our own developments with any kind of encryption. We strongly believe that the only reason that would make our customer stay with us is the quality of service we provide. If we would provide poor service, customer would not stay whatever encryption you will invent.
Pollux1986 ,
Seems like you got trouble , but as professional your side and your partner sides broth are made some mistake
From user side :
you must have clear SRS ( software requirements specification)
Delivery dead lines polices (if they delay they have to pay you)
Quality of services QOS
i think without know these thing your patter can play /charge as they want because you don't have proper agreement
anyway introducing new staff and charging for it is not fair , but Microsoft not tie up wth you to go across with these matter
but you can complain about their activity, also just contact Microsoft Dynamics Community Manager , he will help you for your inquiry
Microsoft Dynamics Community Manager :
First of all thanks for taking some time to write such a detailed answer. In our case they are both the same. I'm aware that some modules we have are developed and sold only by our partner. These modules are quite important to us as we use them in our everyday bussiness, on top of that, there have been some developments specifically tailored to our needs which affect our partners modules. Migrating to another partner is quite risky in that regard. Nevertheless on the other hand , our project is not finished, there is quite an important bit to be done, but we dont think of our partner to be the right one to do it given our experience. I think that we will change partners as you mention through custoemrserviceweb, and cancell the licenses for their modules - we will still be able to use them but without hotfixes and such- , and to change modules little by little in the future.
We didn't have expirence with implementing an erp and with the whole erp partners world and such so I wondered , and even more now after reading the second link you posted, if it's sort of a common practice by most partners to behave quite cunningly in order to get as much money as possible from their customers, for example, we have this maintenance plan which grant us updates, hotfixes etc which sums up to 30.000€/year, we aren't talking about peanuts here, and when a bug needs to be fixed or an update implemented we are being charged for the time they implement the update or install whatever file to fix the bug .(for example we were being asked for about 90.000€ to update from Nav 2015 to Nav 2016). Is this actually given your experience a normal procedure?
There are two separate questions:
- Partner of Record (the partner who is assigned for your license in Microsoft records)
- supporting partner (it can be any partner you allow access to your database - with its own developer's license he can process your requests)
Those two are basically not connected with each other. Thus, you might not even need to involve Microsoft to switch for support to the other partner. Also, Microsoft in general is not managing the quality of services, provided by the partners (however, you can anyway inform Microsoft about this situation in order to provide additional pressure to that partner).
Please also read these threads, related to potential issues regarding changing the partner, as new partner might not be able to access customized range of objects, managed by old partner:
community.dynamics.com/.../209536
community.dynamics.com/.../521380
However if you also would like to change your Partner of Record, you can do this via CustomerService pages (do you have access to that?). If you do not have access to that, you can still write an e-mail with your story to itmbssup@microsoft.com and request a partner change.
Changing partners is so easy .You have just find the new partner and they will provide you form i.e COCP form and once you fill up thr form they will submit to MS
You need to get in touch with local Microsoft office in your region
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