Ideas & Enhancements
I encounter a bug in Neos probably every single day. I think that is a sentiment that is felt throughout my firm. We used to send tickets into Neos all the time. The process usually requires multiple phone calls, screen sharing, etc., and is simply too time consuming for how frequently we discover bugs and problems. I am extremely busy, as I would assume most are who use this software, and I do not have time for this daily (or even weekly).
In addition, the time spent on the phone with Neos RARELY results in the problem being fixed. For example, a week or two ago, randomly, without warning, EVERY SINGLE DOCUMENT WAS DELETED FROM MULTIPLE CASES. There are some cases that I open up in Neos and there is NOTHING THERE when the case has been in litigation for years. Extremely alarming. This issue has not been resolved.
We, therefore, can't justify even sending tickets into Neos anymore.
We really just have to pick our battles. We waste inordinate amounts of time trying to help Neos fix their problems, but the problems never seen to be resolved.
Neos also likes "closing" our tickets before the problem is resolved. I'm assuming they like to do this for statistic purposes so that, when we complain, they can tell us they've closed X percent of our tickets. Many of our tickets have been closed, but I cannot think of one that was resolved.
Therefore, I would like Neos to implement the ability to actually fix their bugs and have a proper functioning software.
PS -- GIVE ME MY DOCUMENTS BACK
Lauren Martin
Breit Biniazan
Hey Neos, its been almost half a year. Any updated on whether you'll be better anytime soon?
Lauren Martin
Breit Biniazan
I wrote this initial post. It's been OVER TWO MONTHS SINCE NEOS STOLE MY DOCUMENTS.
GIVE THEM BACK
I have to keep an active ticket spreadsheet with all my active tickets with our perception of the ticket's status / Neos’ status / Product Ticket Number / Notes / and who it was Assigned to. Then every week talk with my Customer Success Manager to be told that there are no new updates on all your open tickets. It’s crazy to me that when a ticket has to be escalated to the programming team support closes the ticket and now you need to pull teeth to get updates from the product/programming team to know if they will ever fix your issue. Or even better support just passing the buck and telling you to create a new idea for something that is actually broken.
I have so many tickets in "production" I cannot even count them any more. In several cases, we cannot even upload documents to the case and categorize them properly. It's resulted in a logistics nightmare. Two of the impacted cases are about to go to trial and are document intensive files. I continually express this urgency to Neos with no real responses, just "we are working on a fix and others are reporting these problems." Huge failures typical of the experience with them. Thank you for sharing these shared sentiments.