We recently jumped onboard the VinSolutions train and got everything basically-- the CRM/ILM, Inventory, CRS, Website, and Desking. I love the whole product suite and all of the amazing stuff that it can do. I also really love the concept of everything being in one place. BUT we have run into issue after issue after issue with them. (I'm not mentioning any of those here because that would take a long time)
The most frustrating for us, has been the lack of communication with support and the times where their server gets extremely slow or at a stand still (which is on their end of things because other sites work great at the same time).
In my opinion, they are suffering from too much growth, too fast where their servers and support personnel have not kept up. If you have double the amount of dealers, then you need double the amount of support.
My biggest issue with VinSolutions Support is their lack of communication and the way an issue is handled. They take down your "problem", pass it on to the "next department" by way of notes and screenshots. I have never had a support agent "fix" or answer an issue on the spot; instead they have to "pass it on". Often, there is a misunderstanding of what the issue is because of the way the information is passed-- from myself to support, from support to notes/screenshots, then onto the department that works with those problems.. then it is a waiting game (usually at least a week on average) before you even see a change or the famous "we will log this as a feature request". I rarely hear back from anyone there. Also, I have had at least 3 to 4 times when I have been on the phone with support for quite some time describing a problem. Then, a week or so later (which is average) when I haven't heard anything from them, I'll call back in and they will have no record of this "ticket".
For example, I had called in recently about our website asking to get some answers about editing custom pages and just some general information about managing our site.. well I had to submit a "ticket" with support and they said they would have someone call me back. Still waiting…… the phone call would literally have maybe been 5 to 10 minutes max.
This has been disappointing to say the least as we are newly on board with them. I keep hoping that it gets better, but it hasn't yet. It's really only a matter of them resolving issues quicker and communicating with us about how things are coming. I'll say that it is becoming difficult to justify the price when the service is bad.
