Matt,
Working with Jon Beachner and Bobby Holmes on this. When we signed up with the products full version (including service lane) several months ago we were told that it already had this functionality. Shame on me for not actually making sure I saw it in action before signing the contract.
When the trainers came in we were basically made aware that the service lane that we were being billed for monthly did absolutely nothing. One trainer told us we should not be billed for that feature yet, but we had been.
Going back to our "account advocate" and his supervisor, we have since been given 4 separate dates where this feature would go live and we have waited (not so patiently at times), but we hung in there. Jon and Bobby have repeatedly dodged my calls and the only way I ever get updates is to take to twitter and complain in front of everyone(it may sound like fun but I despise this). Jon very matter-of-factly updated me this morning that the date was now pushed to October 4th and that we should be good to go by then.
I in turn gave Jon the word that we would be canceling as soon as we can integrate with another product. I am confident that my dealer group and several of my peers will follow suit as a result.
I still believe Vin has the best product, but apparently your growth has made it difficult to support engaged clients in the manner that they deserve. We spend way too much money to have calls ignored, etc. for days and not get updated about things. With your product being months ahead of your competitors, I don't understand why your company feels the need to make promises or claims that it can do things when they are only in a development stage and may or may not work.
I am going to demo iMagicLab(who I think is the front-runner) and possibly a couple of other products today and if I see that service functionality in action it would be my guess that I will be faxing over cancellation today.
How can I "Be One With Vin" when they aren't honest and they don't return calls? That's just the ABC's of a business relationship where this many dollars are tied up in monthly service. I got better service from Cargigi yesterday who I spent a whopping $300 monthly with.
