Clunky, Slow and Unhelpful

Customer Service
Does your AMS vendor respond to your organization's requests in a timely and thorough way?
Ease of Use
Membership Size: 
Industry Type: 
Organization Type: 
Hybrid, Mostly Trade
Primary Job Function: 
Number of Years Using the AMS: 
4-7 years

I have been using membersuite for about 6 years and I can confidently say that this product goes through seasons or working properly and not working however, my biggest gripe is the customer service.

Pros: The query function while not intuitive is very useful, we use this a lot for reporting and have saved queries that automatically send to the users who need the information. If you can get the attention of the CEO or marketing team for any issues you have you can expect a quick resolution.

Cons: Most of the issue tickets that we submit come back with questions from the membersuite team that are answered in the original ticket submitted. They do not read nor try to comprehend the issues until about the 3rd or 4th back and forth.

Ex: We were recieving multiple errors (20+ per billing run) for our membership billing. We submitted tickets monthly as they happend for over a year. Their solution was to continue to run multiple billing runs until all renewals are processed without errors. We are still finding problems having run billings this way with multiple invoices never being created despite being part of a billing run. This did not get resolved until just a couple of months ago-- after a poor review was left on another website by someone on our team.

We constantly have to leave things broken because if we find a workaround, i.e- something like a registration cancellation not being handled properly, the support team will say that the problem is resolved and they will take no further action.