AbacusLaw potential clients BEWARE!!! NO Support for a product that needs daily support techs!
May 26, 2023

AbacusLaw potential clients BEWARE!!! NO Support for a product that needs daily support techs!

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with AbacusLaw

My firm has used AbacusLaw and AbacusLaw Accounting for 8 years now. The case management and accounting software was purchased because the firm was not utilizing any type of case management system. We are a civil defense litigation firm and there were not many choices years ago for our particular field. Tons for plaintiff personal injury firms, but few for civil defense litigation firms. The firm subscribed with Abacus mainly because it was customizable to fit our needs more than other case management systems at the time.

Pros

  • Link emails from Outlook to Abacus when this feature works
  • Bill from emails sent from Outlook
  • Bill from notes or events in AbacusLaw - no need to open AbacusLaw Accounting

Cons

  • SUPPORT STINKS - As of today we have been having issues for OVER 3 MONTHS, but Abacus now only has ONE Tier II tech, and ONE Tier III tech and neither one have figured out our problem or fixed it!
  • Having a lot of issues since day one
  • We have a self-hosted version and are not on the cloud and the updates usually bring other issues. They don't know the term "if its not broke don't fix it."
  • Linking & billing emails to Abacus (which doesn't work half the time)
  • Notes all together for each matter
  • Easy time ticket creation from emails (when email linking works)
  • Easy time ticket creation from notes
  • It is very frustrating when support of your product does not call you for weeks on end, and hasn't fixed problems you have had for over 3 months.
I did not evaluate MyCase when we selected AbacusLaw. I did not select AbacusLaw and was not involved at that time in the decision. I am evaluating MyCase NOW to REPLACE AbacusLaw.

Do you think AbacusLaw by CARET delivers good value for the price?

No

Are you happy with AbacusLaw by CARET's feature set?

No

Did AbacusLaw by CARET live up to sales and marketing promises?

No

Did implementation of AbacusLaw by CARET go as expected?

No

Would you buy AbacusLaw by CARET again?

No

My understanding is AbacusLaw was bought out by CARET and now pushing their cloud based CMS. Support has always sucked with AbacusLaw. Again, our latest 10+ issues has been going on since 2/13/2023 and it is now 5/18/2023. Abacus STILL does not know how to fix our issues!!! For $60/month per user, you think they would have better support. I have in the process of canceling our contract for breach of contract due to support and the issues for the last 3 months and going with a new CMS. However, the partners of the firm want to stick with a self-hosted (stand alone) CMS, and they are few and far between anymore.

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