Best & Worst Technical Support for Newspaper & Media Industry

I just wanted to round up a list of best and worst software companies I’ve ever had the opportunity to work with inside the newspaper industry.

Best

1. Onevision /Asura – They are willing to remote in to investigate the problem with no complaints about user errors or third party apps.
2. Clients First /Microsoft Navision – Takes issues head on with lots of experience and “know-how”. They also remote in and take a look at your issues without any type of complaint. Lewis James our point of contact handles every aspect of the technical side and never lets us down.
3. SCS / Layout 8000 – This is a corner stone of the Newspaper I’m currently employed. The one time I’ve had to call their technical support they offered to remote and do the task that was needed. We currently bought an upgrade and the transition was smooth and all aspects were covered.

Worst

1. Mediaspan – Will not take ownership of any type of problem with their software. Will not go the extra mile, leaves everything up to the user to figure out the cause and solution. Blame third party products that they use to run their products. They make me want to kill myself.
2. Brainworks/Adperks – They deny any knowledge of work done remotely and leave you hanging for 3 months. Makes me feel like I’m stuck on windows 98 and it’s my fault.
3. DTI/PBS – You the customer have the responsibility of installing major and minor software updates.  They make documentation for these updates so cryptic that you will need to call their tech support to resolve the confusion. Cost per hour $250.00 USD. It’s a linux nightmare.