Annual Support from FullCalc

Bob Carter

SPFG, Supreme Picture Framing God
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We are old FullCalc users and are looking to change software, because we think their service is not good(well documented on many prior threads). Jim Miller had kindly suggested that they had radically improved, and while he was considering changing, he suggested we take another look.

We did and they haven't appeared to have come very far. They refuse to convert to current programs unless we paid for prior updates, paid a pro-rata share of the remaining years support and told us they would not be there to help us in the future if we did not use their annual support ad infinitum. At $500/yr/store it's a little pricey and we do all of our own in house product updates instantly as the new products are available.

So here's my question: Do any FullCalc users not purchase the annual support and in the case that you might need assistance what have you done? It's a little like we will sell you this car but only if you purchase our inflated service contract. And if you have a problem we won't talk to you (even for a fee, unless you update all your stores for every year at $500 per).

Does anyone else have an answer that I don't seem to understand. I do understand their need to have revenue streams, but this exploitation. Any comments?
 
Just a comment on the side -- at least with the framing programs one has the choice to update ourselves.

The most popular (if not all) of the payroll programs require annual updates to tax table service or you can't even write a paycheck.

I suggest staying with the program you are using (and update pricing and new items yourself) until you find the one that has a large majority of the bells and whistles you want without too many changes or compromises to what you are used to now.
 
Bob:

I would not suggest staying with the original FullCalc DOS software under any circumstances. I can't imagine that technical support would ever be improved for software that has been out of date for over six years.

My suggestion is to change as soon as possible to a modern program. If you're updating each location's software manually every time there's a revision, you are missing what I consider the Number One Benefit of framing software: Timely, complete, and accurate updating of all vendors' listings.

Once you commit to change, you may find that the latest version of FullCalc is suitable. After all, it is designed to serve multi-location networks; it has sophisticated capabilities; it would require the least re-orientation for your associates familiar with the old version; and the tech support for the latest version is much improved lately. I do not suggest judging any software vendor on their support for such an obsolete product as you are using.

$500.00 per year per location is a much smaller price than you now pay for the labor to manually update, isn't it?

In any case, I suggest you take full advantage of the latest technology from one software vendor or another.
 
Jim-You are so correct in that we are looking for a change. New technology is a critical component, but so is service. Outdated or not, service never goes out of fashion. I just don't think they get it.

It is interesting that you are such a proponent of stepping up to new technolgy. How many framers don't use any technology-based equipment, or as bad, way under-utilize these same advantages.

The updates we do are really very simple and we do it only once, then copy to each store. We only update those products that we decide to add to our line. How many items do you add yearly? Maybe 50-75 mats a year? Maybe 100 new corners a year? How many frames increased prices from last update, and then how many of those did you carry? It's really very easy and it forces us to keep our eye on the ball. We find it effective for us as. The studio rep brings out new sample and they are on our wall (and in the computer) the same day. It's just not that hard. But even if it were, I'd probably still do it simply to keep on top of new products and my pricing. But under no circumstances will i willingly pay for a service or product that I neither want nor need. It's all about choice.

We do have it narrowed down to Frameready or Lifesaver and the decision will be made soon.We just wished we had the opportunity to make thuis decision in Atlanta.

But thanks for the advice, we will do it soon
 
Shop around. Check out other vendors at the next show or request demos of the programs.

The fees with other companies is a lot less. Depending on how many locations you have, you should be able to work out a flat rate to cover all stores. If FullCalc is inflexible, find another program/company.
 
I'm a big believer in the value of technology, and use as much of it as I can justify for my scaled-down enterprise.

As a general rule, it's easy to justify the price of technology in terms of savings or improvements to the business.

I think this is not a decision to be made on the basis of price. There's too much at stake. Figure out which software is best -- regardless of the price -- and go for it. It will be a better value than whatever is second-best.

In other words, I recommend you decide on the basis of value, not price.
 
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