MemberSuite drops the ball
Submitted Oct. 22, 2014
We entered the relationship with MemberSuite pumped and eager to learn a new AMS. That enthusiasm was short lived. We conducted the ÃDiscoveryà meeting where members of the MemberSuite staff took notes on customizations and assured us the software was able to handle other needed tasks. We left the meeting feeling good, like something was accomplished. In reality, we were being duped. The functionality we were assured was there simply was not or at best about 75-80% there. The customizations didnÃt hit the mark either. After countless phone calls and online meetings to try re-explaining what was needed we had to give up as our internal processes were beginning to suffer. MemberSuite states you can simply call them for support but when you do call the recording states the best way to receive support is to submit a ticket. ThatÃs all well and good because things are in writing but when a ticket is over 6 months old à itÃs a problem. I honestly do not remember even one time where calling in rendered support. The responsiveness of staff is greatly lacking as you will be told (through the ticket system) youÃll have an answer the next day when in reality it will be several days before an update is given. Usually the update comes only after asking for it. While their reporting system seems robust, itÃs very difficult to retrieve the results needed. You have to know exactly where the data is stored to have a usable search. Now it goes without saying that you need to know where the data is stored but how would you know this without documentation. Documentation was touted as online during our meetings but I actually donÃt know if they have any. I guess all of this could be summed up in one statement: Over promised, under delivered. I would not recommend this company to anyone.
