Paycor Over-promises and Under-delivers on Service, Usability, Flexibility and Training
December 01, 2021
Paycor Over-promises and Under-delivers on Service, Usability, Flexibility and Training
Score 1 out of 10
Vetted Review
Verified User
Modules Used
- Onboarding Software
- Payroll & Tax Software
- Reporting & Analytics
Overall Satisfaction with Paycor
We transitioned to Paycor based on our need for an easier self-onboarding interface and because we were looking for better customer support. Our salesman way overpromised (he provided specifics of services that simply aren't available to clients of our size of 50+ employees and only available to 100+ employer companies), our implementation was incomplete and rushed and due to numerous human entry errors on the Paycor team, 8 months after implementation, we're still finding issues with how time off accruals was set up, or how other site features were configured. Trying to get "support" is a total and complete joke - their anticipated email response time is roughly 2 WEEKS (per their advice). Want to call someone for help?! Just be prepared to carve out at least 30mins of your workday, b/c, in my experience, a 20min hold time before having your call answered is typical. This is the 4th payroll provider that I've worked with intimately, and they lag in technology, system configuration, and reporting and are by far the worst in terms of customer support and implementation. So extremely disappointed!
- Overpromise.
- Underdeliver.
- Customer service - extremely long phone hold times, and 2wk response times for email inquiries. Received conflicting instructions and advice, so we make decisions based on a rep's instruction and then the next rep advises us that we have to do it a different way.
- Implementation - we were advised that the 6-wk lead-time to transition payroll was adequate and yet, they were still actively configuring the account up to the business day prior to us processing our first payroll, leaving essentially ZERO time for training, auditing, etc. We were also told - in writing - that we'd have a dedicated implementation team for 6mos following transition, but oops, the salesman was just wrong about that, so despite implementation never being fully completed or audited, the implementation team pushed us through.
- Training - there was essentially no training due to the fact that the system wasn't ready for us prior to us having to process payroll. Their "help" feature on the website is cumbersome and difficult to navigate. We'll often read their "guides" and the instructions seem outdated (they describe page layouts that differ from what we see).
- Account Configurations - we expressed that our goal was to streamline the self-onboarding process and employee file self-maintenance, but employees were telling us that they couldn't adjust any of their personal info online or make tax form updates. After numerous attempts to read help guides, watch videos, we finally got clarification and were told that we have to "turn on" those features and functionality. So, they'll sell you on features that they never actually activate for you and never provide any training on, so bottom line.... GOOD LUCK actually knowing what's available or how to use it!
Do you think Paycor delivers good value for the price?
No
Are you happy with Paycor's feature set?
No
Did Paycor live up to sales and marketing promises?
No
Did implementation of Paycor go as expected?
No
Would you buy Paycor again?
No
- Decreased efficiency.
- Paycor introduced errors into our leave accrual policies.
- Cost is comparable with our previous provider.
- Decreased employee experience.
Our HR and/or payroll team is spending more time than we did previously due to Paycor. - We haven't saved time because our account wasn't correctly configured and we've had to chase down the team to try to get errors resolved. I know this sounds silly but 1 of our employees' names DOES NOT ALPHABETIZE! Like, everyone else sorts alphabetically by last name (and that's the sort order we've chosen), but despite checking NUMEROUS times and re-typing the name, someone with the last name "SA-" is sorted behind someone with "SH-". Of course, Paycor still hasn't responded to emails from 3wks ago asking for a resolution, but the fact that their system can't even alphabetize correctly gives me pause.
- isolved and Paychex Flex
We selected Paycor b/c we were looking for a more streamlined onboarding interface, a better self-service portal, an easier phone app, and we also track extensive payroll details in our GL. On all of these points, we've been disappointed with Paycor's performance (especially as compared to their promises during the sales process).