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kingwoodshell
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kingwoodshell Apprentice

kingwoodshell

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We've been using Bolt On for a year and a half. Customer service has been great and the product has been great, until very recently. We just switched to a different management program and we have been have numerous issues. Usually they attack the issue and resolve it quickly and communicate very well. For whatever reason this has dramatically declined from what I'm used to. I'm curious if anyone else has noticed this. Currently I'm on hold to speak with someone for the last 20 minutes. This call is related from an issue we had yesterday that was not resolved. The tech support disconnected from us and did not call to let us know what was going on, and the problem (as well as a new problem) was still there. No call this morning to follow up or reconnect. Mike if you're still reading these websites it would be nice to hear from a supervisor to get an explanation as to why this is being handled in such a way. You guys are usually the best in this department, not sure if you're growing to fast and you have some new people that don't know your culture or what but it kinda sucks from this side.

 

Regards,

Dan

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mspecperformance Mentor

mspecperformance

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I haven't had happen to us yet but I can kind of understand where you are coming from. They have grown as a company and it is more likely to get intercepted by a receptionist than a higher up in the company and this might delay the help you need. Just my observation, I still use their product with great results.

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mmotley Proficient

mmotley

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I've had a recent issue with bolt on Monday, and I'll agree that the tech support I got definitely did not feel like what I was used to. It wasn't terrible, but then again, my issue isn't critical.

 

I will say that I know Mitchell just rolled out a new scheduler, and from what I've seen, it isn't playing well with the Bolt On software. So if I had to guess, they are probably scrambling to work on that right now (I've seen it more than once where Mitchell changes something, and Bolt On has to come back in and clean up the mess they leave :/ ).

 

Anyway, Mike seems to be pretty active on these forums and I'm sure he'll chime in shortly. I doubt they will leave you hanging. I've always had great luck with Randall in their IT department (Mike, if anyone deserves a raise in IT, it's Randall!)

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mikerisich Community Regular

mikerisich

Posted
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We've been using Bolt On for a year and a half. Customer service has been great and the product has been great, until very recently. We just switched to a different management program and we have been have numerous issues. Usually they attack the issue and resolve it quickly and communicate very well. For whatever reason this has dramatically declined from what I'm used to. I'm curious if anyone else has noticed this. Currently I'm on hold to speak with someone for the last 20 minutes. This call is related from an issue we had yesterday that was not resolved. The tech support disconnected from us and did not call to let us know what was going on, and the problem (as well as a new problem) was still there. No call this morning to follow up or reconnect. Mike if you're still reading these websites it would be nice to hear from a supervisor to get an explanation as to why this is being handled in such a way. You guys are usually the best in this department, not sure if you're growing to fast and you have some new people that don't know your culture or what but it kinda sucks from this side.

 

Regards,

Dan

 

Hey Dan,

 

Thank you so much for bringing this to our attention. I sincerely apologize for the miscommunication and phone tag we’ve been playing.

 

I spoke to Derek at your shop yesterday, and he informed me you were at lunch. I don’t know if he passed my contact information to you, but I’m here to discuss your situation whenever you have a chance. Feel free to give me a call at your convenience. Derek has my number.

 

I also had John, your account representative here at Bolt On, give you a call today to help get this rectified. He tells me you’re out of the shop today, but again, please feel free to give him a call when you get a chance.

 

In either case, Dan, we will get you back in action as soon as possible. I apologize again for the inconvenience.

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kingwoodshell Apprentice

kingwoodshell

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Thank you Mike for responding. On Wednesday I did get to speak with a supervisor and was able to explain what why I was upset. She addressed the issue with the support team and Nick was able to remote in to correct it. Since then Mike and my salesman called to address my concerns. Unfortunately I wasn't able to speak with either of them at the time but did speak with them today. I believe we are all on the same page now.

I want to apologize if my post came off as a blast at the company. I reread it today to see if could be received this way (I will admit depending on your perspective it could be). It was really intended to inquire if anyone else had noticed a decline in customer service. My shop has spent over 25 years building a culture and sometimes myself and the owner don't always know if the culture is being carried throughout the company. Sometimes we find out through unconventional ways. I felt that if Mike were to read this and any other replies it could result in him finding out what some of his customers are experiencing. Again my apologies to your staff if they felt like I was blasting them.

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mikerisich Community Regular

mikerisich

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Thank you Mike for responding. On Wednesday I did get to speak with a supervisor and was able to explain what why I was upset. She addressed the issue with the support team and Nick was able to remote in to correct it. Since then Mike and my salesman called to address my concerns. Unfortunately I wasn't able to speak with either of them at the time but did speak with them today. I believe we are all on the same page now.

I want to apologize if my post came off as a blast at the company. I reread it today to see if could be received this way (I will admit depending on your perspective it could be). It was really intended to inquire if anyone else had noticed a decline in customer service. My shop has spent over 25 years building a culture and sometimes myself and the owner don't always know if the culture is being carried throughout the company. Sometimes we find out through unconventional ways. I felt that if Mike were to read this and any other replies it could result in him finding out what some of his customers are experiencing. Again my apologies to your staff if they felt like I was blasting them.

 

Hey Dan,

 

Thank you so much. No need to apologize, though. I appreciate your honesty and don’t want you to feel that you were blasting us.

 

You’re absolutely right, this is definitely something I want to be aware of. Your direct feedback is the best way for us to improve our service, and we welcome your thoughts wholeheartedly.

 

M-Spec, Matt, and Bock Automotive, thank you so much for chiming in and discussing your experience with us, as well. I apologize if you’ve had any discomfort working with us, and want you to know that I am here for you. If, for any reason you feel you’re not being treated well, please let me know. I will take care of your situation personally.

 

Thanks again guys, and have a great weekend.

 

P.S. thank you for the kind words about Randall. I have passed your comments to him and he thanks you for them.

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mikerisich Community Regular

mikerisich

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What does bolt on cost monthly ? I'm interested

 

Hi Parker’s Auto,

 

Thanks for reaching out to me. We have several different options available, depending on your needs. Prices can range from $30-299 monthly, and we have some bundled package options as well.

 

Your best bet would be to call us for a live demonstration. We’ll show you exactly how our solutions work in your shop.

 

If interested, give us a call at 610-400-1019.

 

Hope this helps.

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mikerisich Community Regular

mikerisich

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I talked with someone over there today, I guess you guys don't integrate with tabs auto fluent.

 

Hi Robbie,

 

Thanks for reaching out to us. We actually spoke with TABS a little while ago about integrating our software with their management system. Long story short, they didn’t seem too interested in their side of the involvement.

 

Great company, but perhaps they had other important things going on. Who knows, maybe if enough shops ask them, maybe they give it another thought.

 

Let me know if you need anything else.

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mikerisich Community Regular

mikerisich

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I use baymaster. Do you integrate with them yet? I've been considering trying digital inspections, but only if the integration is there. Thanks, Dave.

 

Sent from my SM-N920V using Tapatalk

 

Hi Dfrisby,

 

Thanks for reaching out. We have done integration with Bay-Master in the past for our credit card processing program, but have not expanded it to our digital inspections technology.

 

We are looking into offering Bay-Master functionality in the future, but do not have a date of completion at this time.

 

Let me know if I can help with anything else.

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