Technical Support

[warpyb1]

Does any one know if the technical support team for express accounts has just given up in offering any support or in fact answering any emails any more?!

 

I just paid for the premium package and have posted 3 questions to them and still nothing...

 

this is day 3....

[Labs]

I've had responses without having paid for support.

 

Didn't really answer my queries very well and it took over a week, but they did at least respond!

[warpyb1]

Finally got a response by mail on friday 12/march 2010.

[GrahamW]

Finally got a response by mail on friday 12/march 2010.

 

 

Mike what was the response are they fixing the issue or not. I hope so as this is a major issue you can pay any invoice tons of times.

 

Graham

[warpyb1]

This is the email I received back

 

I looked through our developers Log of issues and fixes. I found nothing about anyone having problems with corrupted or incorrect total in your client payments. We recently upgraded our in house accounting to version and all the totals seemed to convert over just fine. May i ask you a few questions.

1.) What version was your old version? It might say on your invoice or if you still have it loaded somewhere, you can click on "Help" and "About Express Accounts" and it will tell you on the logo screen.

2.) Were you having these same problems with your old version? If so did you notice when it started?

3.) Did you do a backup before you upgraded, if so do you still have a copy of it?

4.) Have you tried re-downloading the product?

5.) Are you tracking many client accounts?

 

Regards,

 

Nik

NCH Software Support Team

 

http://www.nchsoftware.com

 

Mike what was the response are they fixing the issue or not. I hope so as this is a major issue you can pay any invoice tons of times.

 

Graham

[warpyb1]

This was the email I sent back to them .....

Dear Nik,

 

Thank you for getting back to me in regards to this issue.

 

I have since had to download and go back to version 3.04

 

1.) What version was your old version? It might say on your invoice or if you still have it loaded somewhere, you can click on "Help" and "About Express Accounts" and it will tell you on the logo screen.

3.04 was using 3.26 but it allowed me to pay off invoices twice and also invoices from different customers - shouldnt be able to do this

2.) Were you having these same problems with your old version? If so did you notice when it started?

I have checked the system and it was because it allowed me to pay some invoices off twice, in version 3.26 there is no way of knowing what invoices are still owing or not.

3.) Did you do a backup before you upgraded, if so do you still have a copy of it?

Yes I have restored from my latest backup.

4.) Have you tried re-downloading the product?

No as it causes so many issues

5.) Are you tracking many client accounts?

Not that many

 

When you release a new version can you tell me what updates and fixes have been applied - I can then post it to everyone else ?

 

It seems to me that the new version of the software could be very good indeed although it appears to have some very major issues that the programmers need to address before it becomes useful.

 

1, If they are to remove the invoice paid and open column then they need to make sure there is some where you can see what are paid and not paid 2, Along these same lines if they are to remove this column then when you are applying payments to a customer why would you want to see the already paid invoices. You just need to see the current open ones so that you don’t accidently select an already paid invoice.

3, You shouldn’t be able to pay an already paid invoice 4, You should be able to make multiple payments to an invoice ie, cash and cheque but you shouldn’t be able to over pay any invoice more than the total amount shown.

5, When applying customer payments the template selection button should be a drop down list and it should be moved to the top where you select the date, as when you get to the button and select a template it deletes any data you have added.

6,In version 3.26 when you have more than three items in your list and press enter or TAB it deletes one of the items in your list and you need to reload the form.

7, In version 3.26 when you get to the bottom of the invoice list in the main view it is very difficult to get the system to move to the next item list.

8, In version 3.26 when you have a blank items field the software deletes the line completely even though it has been recorded. I think back in version 3.03 you were able to add free text to the invoice list and it didn’t delete any information - I have since lost 3 invoices in the system due to this error and I cannot recover.

9, When you apply a customer payment you should be given an option once the payment has been processed to print / email a remittance to show that it has been paid to the customer.

10, In 3.26 when you convert a quote to an invoice it should move from the quotes list and turn in to an open invoice in the invoice list.

11, In 3.26 If you take one of your old unpaid invoices and save as a draft, then 'record' you end up with two different invoice numbers for the same invoice. One of which appears is your unpaid records list and the original one which does not appear there even though it should.

 

Please let me know your comments regarding the above list

 

Mick