Anonymous
map-marker Spartanburg, South Carolina

AWFUL CUSTOMER SERVICE AND SALESMEN!

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We called Denali looking for a solution to our software problems in March of 2015 and spoke to a salesman that highly recommended Denali software (Cougar Mountain). We knew from the beginning they might not be able to transfer historical data from our old software which we accepted if this could not happen, but we were never prepared for the *** we went through for many months just trying to use the software! The first almost two months were "training" and consisted of setting up the entire software with our information. We were charged a lot of money for additional hours the engineers spent exporting and importing our lists into Denali, but here's the thing....HALF OF THE DATA WAS INCORRECT ! We had to hire on another employee and I took the project over. I spent months trying to make this software work for our company but nothing worked. I had to start from the top of all our vendors and customers and enter extremely detailed information as well as correct THEIR mistakes. Yes...we know moving softwares is very hard, but I have never dealt with such uncaring, horrible customer service until I realized they were the best to work with until you have ONE PROBLEM. We would get emails checking in on how we are going and I would email back many times that we have a lot of problems going on....no one would call or email. This company makes you feel very important and then they get your money (thousands from us that we lost) then have no interest in helping you when they screwed you over. I was called TWO MONTHS after the software was already set up and all data was transferred (only a few lists) and another person said we have to pay about $600 more dollars for "extra hours" they spent on moving the data. I had already paid for those months ago. I refused this and said that we have so many problems with the software I have to fix...there's no way they are going to be paid yet again for "hours spent" when I'm taking my time to fix what they sent over to Denali! I tried many times to find a solution, but all they told me is to buy more training hours. I spent $800 dollars for 8 hours of training and when I (very nicely asked) for any help whatsoever since we cannot use anymore resources to try to make Denali work for us, the account manager (this is the third or fourth person to be over our account) said they cannot give any money back due to invoicing problems. I emailed back saying there should be no problem at least returning the $800 of unused training and heard nothing back. Most ridiculous company!!! Do not trust a word these people say! I'm sure that denali has worked great for some companies, but we were misled from the beginning of it all and put through more than any small company should ever go through. Now we are out of around 8,000 dollars. Thanks Denali! Will not be referring your software to ANYONE. This could've been prevented if a single person ever helped us with any of our issues, but they never truly cared at all.
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Reason of review:
Bad quality

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