"Review of Mitrefinch experience"

We have three different systems- and entry points to each- this is confusing and annoying. Why if I want to find out X do I have to go to one site, and another site if I want to find out Y. The system is not intuitive in daily use and is not user friendly. We have access badges printed in York which often don't work and have to be re-ordered- which incurs extra time and cost. Why do we get charged twice for carriage to replace a card that didn't work the first time you sent it out?

"Mitrefinch Review"

Excellent software and customer service. Our account manager, when we need to contact him, is always quick to respond. The helpdesk has knowledgeable and friendly staff and we've never yet come across a situation or query that hasn't been resolved to our satisfaction. When we need hardware repairs these are always handled very quickly (we have a maintenance contract); new installations are always handled within agreed timeframes. Our staff use both the Windows desktop version and the intranet version. We use Time and Attendance and Access Control modules. We've been using Mitrefinch for 21 years since 1994 and expect to be using them for many years to come.

"customer service"

I logged an enquiry by email and received an email reply. I telephoned the contact on the email and felt that they were uninterested in the problem and could only use terminology unique to IT.
I have since received further emails, as my request for information has not been resolved. All correspondence has been by email, a telephone call verifying what I require would have eliminated some of the time.

"Good products, average to terrible service"

The Mitrefinch TMS product we use is generally good (albeit I have no experience of competitors' offerings), achieving what I need it to do.

Technical support is patchy. On-site engineers are excellent and a credit to the company whilst telephone support is considerably less so. No call-handling system means that the phones ring and ring before someone (often reluctantly it seems) answers and offers help. Whilst technical knowledge is generally good, customer service is not always - I do not like being talked over.

Sales and sales support has been poor; this element of the business seems to be under-resourced and getting appointments and solid commitments from reps is not easy, even when offering definite business proposals. Calls and emails are seldom returned promptly and in many cases have to be chased up to get a response at all.

Recent attendance at the User Group Meeting was generally positive; it was keenly-priced and there was some good information to be gleaned. Organisationally it was poor, being under-rehearsed with various delays and most schedules being missed. A distillation of the overall Mitrefinch experience in truth!

Reading back, it's a wonder I like Mitrefinch at all. Do I? Probably not really - if their systems weren't so embedded in our organisation, the effort to change them so high and if I could identify a suitable alternative, I probably would.

"Efficient and responsive company"

I have always had really good service from Mitrefinch. They always response quickly to any request and the software is really easy to use.

"Some Issues"

Not always a reply when calling helpdesk and quite often things cannot be rectified on the first call. Have had to wait several days and chase on one or two issues.

Recent refresher training useful, but some issues raised could not be sorted over 2 days while implementer was on site. Several days later still waiting for someone to come back to us on them.