Eureka Solutions reviews and feedback - independently hosted by CustomerSure

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Dawn Smillie – 28 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Jason Toovey – 23 May 24

Kirsty was very patient with us, and setting up new searches for ease of access while on the call – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Kate Watson – 22 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

suresh vankadaru – 22 May 24

Thanks again for all your help John, it's very much appreciated. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Mark Lee – 22 May 24

Reece was great. Knowledgeable, diligent and attentive. We had delays on our side due to conflicting priorities so were not able to test Reece's recommendations and SandBox set up yet. We will revisit in Mid to late June 2024 once our audit is complete and our Finance Technology Head is back in office. Great support by the Eureka team, delays were all on the Dotmatics side. – Do you have any other feedback on the support service received?

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Wes Lee Henzell – 22 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Dylan Baker – 21 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Rachel Potter – 21 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Debbie Jones – 21 May 24

Daniel was very helpful with resolving quite an odd error on the system, showing me how to fix it if it were to return. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Kate Watson – 20 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Alfie – 20 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Marcin Czerniawski – 20 May 24

Reece was super helpful and efficient. Thank you! – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Mercedes – 17 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

simon hewlett – 17 May 24

Luke dealt with my queries and sorted me in a very timely fashion, thank you Luke! – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Anna Kennedy – 17 May 24

Great ! Thank you for your help. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Marcin Czerniawski – 16 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

James Earl Hassett – 15 May 24

Thanks! – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Mark Lee – 15 May 24

Amy picked up the request and resolved quickly - thanks – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

victor – 15 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Gerald Tomkinson – 14 May 24

quick and easy ! – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Marcin Czerniawski – 14 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Marcin Czerniawski – 10 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Stephen Mills – 10 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

ADELE – 09 May 24

Kirsty MacDonald was great to the point and helped solve my problem quick. Would highly commend her skills and customer service! – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Abdul Quayum – 09 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Adele – 09 May 24

10/10 – How good were we at understanding your problem?
8/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

KEVIN CALLAGHAN – 08 May 24

Brilliant support, thank you – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Agnieszka De Araujo – 07 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Drew – 07 May 24

fast & efficient – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
8/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Lynda Hanna – 04 May 24

for some reason the call was not logged onto the system so I had to email Tom McEntee after a week and only then the ticket was raised. once ticket was raised Ross dealt with the query quickly. – Do you have any other feedback on the support service received?

9/10 – How good were we at understanding your problem?
0/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Tahir – 03 May 24

Good Afternoon Tahir,

Thank you for your feedback and I am sorry to hear that you were disappointed with the support offered on this occasion. Firstly allow me to apologize your original call was not logged in the first instance, However I am glad Ross managed to resolve your issue quickly.

I have spoken with the team to ensure all calls are logged and this issue does not occur again, please note issues can also be logged on our support portal or via email, I will ask your account manager to discuss these with you.

Kind Regards
Chris Coates
Sage Support & Implementation Team Leader

Chris Coates – 07 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Fraser – 03 May 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Audrey Bell – 01 May 24

I'm very happy to have the problem resolved & although it took a little time, I'm extremely pleased with the result. Alanna has been very patient. – Do you have any other feedback on the support service received?

9/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Mark Wilkinson – 30 Apr 24

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Adele – 29 Apr 24

John was very polite and explained possible reasons for the issue we were having but ultimately he was very clear with instructions and patient while waiting for me to complete it. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Kate Watson – 26/04/2024

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Dylan Baker – 25/04/2024

Luke was patient in explaining the way the purchase ledger close worked & was very enlightening. I don't particularly like the way NetSuite works in this area, but thanks to Luke I feel that I can introduce non-system controls that enable me to work around it. I left the call a happy man. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Mark Wilkinson – 25/04/2024

John Eadie was very thorough and in depth with his level of support, which not only resolved but helped me to understand the issue we were having with NetSuite. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Lee Fernie – 25/04/2024

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Nicola – 24/04/2024

9/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Alistair Paton – 24/04/2024

Thanks again John! – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Mark Lee – 23/04/2024

Response was very quick and outcome is what we wanted. Very pleased with the service and Support. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Tathiana Carter – 23/04/2024

Ross responded to the query on the same day. He was very thorough in investigating the issue and updated us at every step of the way. We coordinated with our IT, and thanks to Ross, we managed to resolve the issue within 24 hours. Thank you for your help, Ross! – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Marcin Czerniawski – 23/04/2024

Amy was fabulous as usual!! Thanks for the quick response and getting us sorted :) – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Clair McMillan – 23/04/2024

Very helpfll thankyou. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

ADELE – 23/04/2024

Heather was very professional, helpful and followed thru with my issue(s) ... kept in touch whilst system was down ... supportive from that angle as well – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Ian Wallace – 22/04/2024

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Jason Toovey – 19/04/2024

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Steve Messenger – 17/04/2024

0/10 – How good were we at understanding your problem?
2/10 – How well did we keep you informed of the status of your call?
1/10 – How satisfied were you with the overall support service provided?

Jana Matthews – 17/04/2024

Hi Jana,

I am sorry you weren't satisfied with the outcome of the recent support case.

I've reviewed the case and all the information Kaitlin provided is correct and explains the expected behaviour being experienced.

Kaitlin reached out on several occasions after your last communication on 08/04/24, but received no response thereafter, so she had no option but to close the case.

We would be more than happy to log a new case and revisit the query for you, if you're happy to do this, then please contact us, we can pick this back up and arrange a call to go through it.

If you have any other queries at all or would like to discuss this further, please let us know.

Regards
John Eadie

John Eadie – 18/04/2024

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