Customer Service and Customer Relations are Terrible
We've been on Personify for 10 years. The year we launched was when TMA Resources was bought by Personify. Everything went down hill since then. In fairness, the system was probably too large for our needs, but this doesn't excuse the lack of responsiveness for addressing tickets. Our contract doesn't allow them to reclassify severity, thought they do this all of the time to buy more time (we are very diligent about not overstating severity). This protection apparently doesn't exist in newer contracts, so we constantly have to point to the clause in our contract to get them to do something in a timely fashion (and still this doesn't work so well). More recently they announced the move to a web client and will be discontinuing the desk top client. They insist we upgrade to another desktop client version before moving to the web client (huge spend) even though we can access the web client now. They have avoid answered the question why (from a technical aspect) this is required. They also plan to increase our annual spend (which is very high already) by 60%! We thought about leaving Personify 5 years ago, but decided we weren't in the position to take another financial hit on implementation costs, so held our nose and stayed with them. Not this time, however. Goodbye and good riddance.
