Warning: rant about Peregrine

[ambarnes]

For the past 2 weeks, every time we call into Peregrine's tech support we are informed that our maintenance is up for renewal and that our 1st leve support should be handled through one of their partners.

First off, our maintenance is NOT up for renewal because I found out yesterday that our company did indeed issue a purchase order for maintenance, but we never received a bill from Peregrine for it. So they've actually not been paid because they can't get their billing straight!!

Second, we NEVER signed any authorization form to get our service switched over to a partner, yet somehow our account got flagged that we had been moved over. What a crock of $%!^ ...I can't get any worthwhile help from them, and anytime I actually attempt to open a ticket with Peregrine, I get a run-around email back from them saying to contact their partner because our account has been flagged for it somehow. :x I get told on the phone after numerous calls that this issue will be fixed immediately - obviously their definition of "immediately" means any time next year. Damn you Peregrine!!! :-?

[saburns]

We are having a similar issue. Last May, Peregrine sent us a quote, we updated it with some adds & deletes and sent it back. They never sent an invoice. One day in August we call to ask a question and they will not answer it because we did not pay our bill! A "gold" customer for over 8 years, and we get treated like that! And still, 2 months later, no invoice.

You know, after Peregrine declared bankruptcy, I was summonsed to a meeting asking "What are our vulnerabilities? What happens if they truly go under?" ... I ask "What happens if they stay viable?" What kind of service to expect then?!

[ambarnes]

Just another update-

We STILL have not received an invoice for maintenance from Peregrine, and on top of that they have flagged our account that every time we call in for support we get transferred to one of their partners, which we don't want.

Our finance manager has also been trying to get ahold of contacts there, but not been successful in speaking to anyone. Our sales rep seems to be either overloaded with work or just dragging his feet.

[tommy]

And today Nordic Support closes and we have still not received any official notice on whats going to happen from tomorrow.

Unofficially the supporters told us that our mails will be redirected to Peregrine UK and so will our phone calls. Yesterday I even got the first response from Peregrine UK.

[sjensen]

It is extremely sad for me to read all this. The two guys who left Nordic Support today actually managed to put the focus at the right spot, they sent out an email explaining the situation a few days ago and I think they hit most of the customer and partner base. Thanks Guys :P you can be proud of your selves.

Someone within Peregrine Management could learn something from you, just think the scenario to the far end, you call +45 8030 7676 and then you end up with an english speaking person, I don't mind speaking english but I prefer to get a warning first so I am prepared for a possible change. Next if you don't speak english, what then? It is not a secret that the Danes, Swedes and Norwegian can communicate speaking and writing "Scandinavian" and then make themselves understandable to eachother, but if you don't have your english in place you are facing a challenge. The official opening hours was 8:30 to 16:30 local time, if I called 8:30 with a problem it is 7:30 in the UK, hopefully somebody will pick the phone up or maybe you will end up talking to "Mr. Bush Junior" in America (Sorry for be sarcastic). If I was a customer in Finland I would be even more worried because they are two hours behind from Peregrine UK Support.

Can I as a Nordic customer open incidents via the Support Web? I guess yes, but will my question be diverted to a UK Supporter for sure? I guess yes or ....?

Lets see what tomorrow brings, maybe Peregrine managed to fix the missing information flow at the the end of today and then I have wasted a couple of minutes to write this novel.

I could not dream of attacking Peregrine UK Support but they are facing a huge challenge here. So Mr. Nelhams, Claire Cooper, Sally Cooper and what ever the names are, be prepared for the invation from the Nordic Vikings :P

Interesting situation here in Denmark, two senior support technicians joining Rubik where all the old Peregrine consultants are located, what a technical team with a lot of experience, cool :P


/Steen

[tommy]

I actually got the first call from Peregrine UK today as a followup on an issue handed over to them.

[gavster]

I went down to meet with UK support the other day and I have to say they seem very profesional and are a nice bunch of people.they spent most of the day helping me resolve an issue i have had for a while. When we first went live with SC we had a few issues with support but since the scale down of Peregrine the support department appear to be getting a lot better!

[Andy Horwood]

The only fault I have with UK Support is the 'on hold' music on their phone system. I was begging Rich Nelhams not to put me on hold last time I spoke to him.

Andy

[eisefr]

Does anyone has some more information about the situation at Peregrine?

http://www4.gartner.com/1_researchan...g/vr_main.html

[Michael.Klein]

Do you know http://news.google.com

There you can search for Peregrine and find the latest news.

Lars