Never ever will I sell any of their products, I'm done with PPDM, Ecopy, pdf convertor, etc.. and whatever else they are looking to peddle. The service and support is horrendous
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I have heard similar frustration from the Dealer community recently, in regard to support.
When Ed Schmid was running eCopy they had the best pre & post sales support in the industry. You could call an 800 # while onsite and get someone to answer the phone who actually knew the product better than you did. Those were the days when eCopy was a Canon only product. But Canon did not buy a controlling interest in eCopy so when their contract ran out, eCopy opened up to all copier manufacturers, and their support became poor, the rapid expansion overwhelmed them.
I thought that the support couldn't get worse, but I was wrong! When Nuance bought eCopy it did get worse. Nuance knows how to sell in the consumer market place, but they have NO IDEA how to support the Dealer community. Nuance & eCOpy are\were both headquartered in my area. When Nuance first bought eCopy we were invited to dinner with a plethora of Nuance VPs and Senior VPs to discuss how they could better support us to sell more eCopy. Top of my list was improving access to tier 2 & 3 technical support. Nothing ever came of it.
I will sell PDF Pro Office because I can support that with little help from Nuance.But now I only sell the once mighty Sharescan product to customers that already have it. and still like it. My sales people hate selling it, because it always means a hassle. MY SEs hate it because the v5 software is flakey.
When I have a large customer that needs eCopy support I buy it through Cranel Imaging. The price is the same, but I get two things from Cranel Imaging that I can't get directly from Nuance. I get a helps desk that my customers can call directly. My SEs can also call it, but they typically know more than the first line help desk person. So why do I have my SEs call the Cranel Help Desk? Because Cranel buys a sh*t load of eCopy from Nuance, so when Cranel opens a ticket with Nuance, Nuance actually responds. OH, and did I mention the price you get from Cranel Imaging is the same as if you buy it directly from Nuance. I think I said that already.
It is a shame that Nuance has no clue how to sell the once great Sharescan product to a dealer network. They actually have us call the same number as the end user....No clue!
Vince McHugh
I thought that the support couldn't get worse, but I was wrong! When Nuance bought eCopy it did get worse. Nuance knows how to sell in the consumer market place, but they have NO IDEA how to support the Dealer community. Nuance & eCOpy are\were both headquartered in my area. When Nuance first bought eCopy we were invited to dinner with a plethora of Nuance VPs and Senior VPs to discuss how they could better support us to sell more eCopy. Top of my list was improving access to tier 2 & 3 technical support. Nothing ever came of it.
I will sell PDF Pro Office because I can support that with little help from Nuance.But now I only sell the once mighty Sharescan product to customers that already have it. and still like it. My sales people hate selling it, because it always means a hassle. MY SEs hate it because the v5 software is flakey.
When I have a large customer that needs eCopy support I buy it through Cranel Imaging. The price is the same, but I get two things from Cranel Imaging that I can't get directly from Nuance. I get a helps desk that my customers can call directly. My SEs can also call it, but they typically know more than the first line help desk person. So why do I have my SEs call the Cranel Help Desk? Because Cranel buys a sh*t load of eCopy from Nuance, so when Cranel opens a ticket with Nuance, Nuance actually responds. OH, and did I mention the price you get from Cranel Imaging is the same as if you buy it directly from Nuance. I think I said that already.
It is a shame that Nuance has no clue how to sell the once great Sharescan product to a dealer network. They actually have us call the same number as the end user....No clue!
Vince McHugh
Vince
This was awesome information, on my next go round with Nuance (only if the customer is demanding ecopy), I will send this to my people about Cranel.
Yes, the V5 software is so flakey that we couldn't complete to installs (took more than 12 hours), and the second install was with Nuance on the phone.
Thanx
This was awesome information, on my next go round with Nuance (only if the customer is demanding ecopy), I will send this to my people about Cranel.
Yes, the V5 software is so flakey that we couldn't complete to installs (took more than 12 hours), and the second install was with Nuance on the phone.
Thanx
Art,
I am happy that I could help! That's what this site is all about.
Vince
I am happy that I could help! That's what this site is all about.
Vince
Good info Vince. Thanks!