Pros and Cons for Timberlake
Submitted Sep. 3, 2014
Pros: Timberlake can process transactions. The navigation of the admin portal is intuitive. Updating webpages is pretty easy. Cons: -While Timberlake says they can do anything with the system, the customizations are costly, take a long time to implement (plan for twice as long as they quote you) and are often implemented without proper Q&A from the Timberlake team. Some of our implementations have caused major issues in other areas of our site that Timberlake did not prepare for. -Timberlake tests in your live site! They tried to make us pay for a sandbox. Only after they made changes throughout our database with our active members' accounts (such as changing email addresses) and changing our membership directory - all without our knowledge - did we receive a free sandbox. -The worst thing about Timberlake is the support. In the last year, they got rid of their support@ email address (and basically replaced with projects@) and want you to submit issues through their support portal. The problem is, Timberlake does a poor job of updating the tickets. The average time it takes for Timberlake to make initial contact is a week and a half. Their support phone line is answered by very low level techs who take my number and say someone will call back. They're basically receptionists. Maybe they've grown and can't handle the customers they have now. That's a huge problem with AMS's these days. They care more about getting customers through the door rather than keeping the ones they already have. We've spent a lot of time and money on Timberlake and I'm not sure it was worth it.
