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Stone Edge Order Manager
Looking for Tutorial / Guide / Book anything......
Herb75




msg:3172752
 10:26 pm on Nov 29, 2006 (gmt 0)

to help with instalation and operation of the Stone Edge Order Manager. After hearing this was a good software to use we purchased it and now they want to charge $250 for 3 hours of phone support. the help section is next to useless.

anybody suggestions would be greatly appreciated.

 

jsinger




msg:3172820
 11:40 pm on Nov 29, 2006 (gmt 0)

Why do people show up on this general ecommerce board looking for specific software help when other resources are clearly more appropriate?

Have you tried the Stone Edge website's discussion group? Zillions of posts by hundreds of very experienced users.

*Now* they want to charge $250 for 3 hours of phone support

Are you referring to their "Express Setup Service" which I believe includes a lot of custom installation and configuration.

As for your use of the word "Now," StoneEdge prominently discusses the $250 set up option and recommends it to most users. There's no trickery.

We don't use SE but plan to use it eventually...and pay for the Express Setup.

Easy_Coder




msg:3172956
 2:20 am on Nov 30, 2006 (gmt 0)

irony... I was just looking at this software yesterday and I did notice the express fee for installation; also noticed that there is a $100 per hour fee for going over the time limit for the epxress service. You'll want, and they expect that you have certain ducks in a row before engaging the express service. Go back and re-check those details Herb75.

I would get everything prepared and then let them do thier thing, that's not an unfair price for 3 hours of work.

Herb75




msg:3173042
 4:22 am on Nov 30, 2006 (gmt 0)

it is there inability so assist you when you call that has me upset. i can take the tutorial but when you have different people who will be using the software with new people coming into the loop at various times it would be nice and efficient if we had an operating manual.

jsinger




msg:3173137
 6:51 am on Nov 30, 2006 (gmt 0)

Are you saying that SE doesn't provide a non-technical users booklet? You may have to write your own training guide keyed to your business and your employees' level of sophistication.

I repeat: you should inquire at their users' forum or their Knowledge Base.

I know that SE also offers annual support contracts for about $350 dollars. They are bringing out a new version of SE in January and their prices are going up.

Barney Stone




msg:3174219
 11:15 pm on Nov 30, 2006 (gmt 0)

Herb -

There is a Quick Start Guide that you can download from the same Web page where you downloaded the Order Manager. Did you try using that?

You can also find extensive documentation in our Knowledge Base.

[edited by: lorax at 3:32 pm (utc) on Dec. 2, 2006]
[edit reason] removed URL [/edit]

sun818




msg:3174293
 12:26 am on Dec 1, 2006 (gmt 0)

The software is a bargain for the features they are offering. I recommend the Express installation. The software is incredibly flexible which also makes it difficult to configure initially. Their user's guide is an online knowledgebase which I think is the user's guide. They add features (and fix bugs) constantly that would make for a static user's guide obsolete after an update.

Easy_Coder




msg:3174361
 2:06 am on Dec 1, 2006 (gmt 0)

^ no kidding huh? I'd like to hear from someone that has gone through an integration.

Barney Stone




msg:3174747
 12:51 pm on Dec 1, 2006 (gmt 0)

"I'd like to hear from someone that has gone through an integration."

Stone Edge has a very active Users Forum. You can get to it from a link on our home page. It's open to the public, and there is an Ask Other Users section. If you ask there, I'm sure some of our users will be glad to talk to you about it.

minnapple




msg:3175661
 4:05 am on Dec 2, 2006 (gmt 0)

From what I have heard from my clients, Stone Edge offers a solid product and decent customer support department.

This is from feedback from experienced solid retailers.

Can they offer this type of support to everyone including those new to online sales?

The level of support needed to new ecom sites leans more toward consulting services rather than product support.

jsinger




msg:3175684
 6:23 am on Dec 2, 2006 (gmt 0)

Stone Edge isn't marketed to brand new e-commerce retailers.

They talk of 10 sales a day as being the minimum level for a business to consider implementing their system. Maybe $200,000 absolute minimum annual sales.

If you're worried about $250 then you ought to buy a few file folders and Excel (you can actually handle a ton of orders with pen and paper)

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