Software vendor practices that piss me off...

Published on 17th Aug, 2011 by Brad K

Angry KittyAs an MSP who is always trying to improve the efficiency of my practice, I am on a constant search for new software tools to make my business run better. As a result of this, I try out a lot of new software. A lot of these companies give me the same feeling that I get when I am out car shopping. I don't want to name any names, but I am sure everybody who has ever looked for PSA or RMM software has felt this way at one point in time. Call for pricing How many times have you looked at a new tool and have been very interested only to find out you have to call the company to get pricing? I find this practice very frustrating. I am sure many software vendors are afraid of misperception in their pricing and think that if they talk to the lead, they can sell the price to them. From my perspective, I think they are scaring off potential customers by not having the price visible. When I am doing research, I am very impatient. If I don't have all the information I am looking for available to me, I will most likely leave. I think most forward thinking IT professionals know the value of a good software solution, so they are not scared off by a high price, they are scared off by the absence of a price. If I want to know more about a product bad enough, I will call the sales people. This usually gets me stuck in a funnel of sales calls and emails, wasting my time and souring my thoughts and relationship with the vendor. Which leads me to my next complaint... No Trials Nothing upsets me more than when a company will not let me demo their software myself. They always insist on walking me through the demo through gotomeeting or something similar. When I am reviewing a solution, I want to do it myself, on my own data with my own systems. When a software company won't give me a demo, I get the feeling that the software is too complex to use. I don't know if the vendors are trying to protect themselves from competition or perhaps they are trying to lock you in to the software offering their "you can have your money back if you are not satisfied claims", but as a customer, I find both these practices very annoying. That is why I love companies like CommitCRM. They have clear, up front pricing and no sales people nagging me when I want to download a demo or trial of their software. I would like to see more software vendors behave like Commit.

Comments

1

Stanley

Agreed on the above.
2

Scott

I agree. Money back guarantee is not the same as a demo.
3

Ryan

Check out AdRem. They gave me a 30-day trial on a USB key at a trade show (Interop in Las Vegas, a few months back).