by Jon » Tue Nov 30, 2010 12:20 pm
I don't know the nature of your case but I have been experiencing diminished speed and quality of replies from ADP for a while. I asked outright if ADP has cut back on support personnel and I was told that, if anything, they had added people.
Personal opinion, but I think that ADP needs a REAL reorganization. I have had high priority cases take over 24 hours just to get dispatched, and sub-cases languish for 2 or 3 days before someone picks it up and handles their part of it. 69mach1 is right, ADP doesn't seem to get the fact that WE are their CUSTOMER and we aren't getting the support that we are paying for.
Of the last 10 cases that I have opened, over half have required less than 5 minutes to resolve once the right second level person has been given the case - but it took 1 or 2 days before that happened.
We (I) don't want to change computer companies, I'm sure other ADP customers feel the same way, because I think ADP has a lot to offer and some of its software is superior to second tier companies. And changing companies is painful; lost productivity during the learning curve will eat up much of the savings anticipated when the dealer looks at the bottom line of each DMS vendor's proposal But painful or not, I think that the dealer is going to "fire" ADP at the next renewal unless they make MAJOR changes over the last 2 years of our contract. ADP make think that they're too big to fail, we've all seen financial and auto giants who learned that the "unthinkable" can and does happen. ADP won't have anyone to rescue them when it hits them so they better fix things NOW.
Jon