Dealertrack support

[drapp]

We are looking at Dealertrack to replace ADP. I was advised by one other DMS company (not ADP) that Dealertrack has at least some (all?) of their telephone support off shore. For those of you that are using / have used Dealertrack, what are / have been your support experience?

If off shore, do you have difficulty understanding them? And do they have difficulty understanding the issue?

[MovingForward]

I have been on Dealertrack for almost 4 years now. I have NEVER experienced a support call going off shore. I believe all support is in the U.S.

One thing I do know some of their level 2 support does work for home rather than in their call center.

[Parts007]

Former dealertrack customer here: in my experience, their highest priority was to get you off the phone as quick as they could, must be for their stats that they use to sell you... They were "yes" people, meaning they would say anything to end the phone call. Experienced this several times, all the time. 1st level is very unknowledgeable. Very unhelpful. If you change to them, and you care about your job, you will not fun, I guarantee it. Yes they could have been off shore, like some GM SPAC people are, you can tell the difference in their grammar.

[greenthumb-38]

I would have to disagree with 007's comments... this was the case several years ago, but they have tremendously improved. I have not had a similar experience is over two years.

At this point, I think their customer service exceeds their product content and quality. They have improved tech support and the field reps are very good. I was UCS for fifteen years, then ADP (3-4 years), and now Arkona/Dealertrack for about four years now. There are some quirks and work arounds, but nothing burdensome like ADP. Nothing will ever be what UCS was and did, they thought of just about everything !!

these are the annoying problems in my eyes. none are related to customer service and support.

1. Auto Sourcing.
2. Improved Pricing Control on Service ROs (profit protection).
3. Merge the five (or more) inventory variance reports into one.
4. Restrict/control discounts on flat priced parts.

~ gt really does like Arkona/Dealertrack

[Parts007]

My experience with dealertrack was over 1 1/2 years ago. So if they have improved that much, good for them! Almost sounds like gt has an interest in dt.... either way, best of luck. A DMS change is very difficult to say the least.

[MovingForward]

I am with Greenthumb, I totally disagree with 007's comments. Like I said before I have been on Dealertrack almost 4 years now and never did I feel like they were just trying to get me off the phone. The level 1's can help with basic issues but more complex issues they are basically note takers and pass along the information to higher ups.