Would not recommend any product/service owned by Access - extremely poor customer service
November 14, 2023
Would not recommend any product/service owned by Access - extremely poor customer service
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with Access PeopleHR
HR information system
- PeopleHR before access, a few things - Access now - unfortunately can't list much
- Communication - In my opinion, extremely poor customer service (including basic interpersonal skills etc), shocking response times, often just ignored.
- Following on from above, very hard to get in touch with anyone by phone. Extremely long call answering times - have given up waiting many times.
- Cost - used to be very competitively priced before Access took over, but prices keep going up. Supposedly because of new functionality but our business never benefited from any new features yet we were still charged more.
- Lots of system issues - often we couldn't even log into the system because of system problems. Seemed like the system went down very frequently.
- No dedicated account manager. It would be great to have a dedicated account manager who you could contact for any issues, instead trying to contact any central team within Access is a nightmare. See below.
- I feel their Access Support Portal/ticket system is terrible. Rather than being able to talk through an issue with someone who have to raise a ticket through the portal but often i had reps trying to close down tickets before even resolving the issue.
- As a result of the poor customer service approach we received because of an issue, we were forced to source an alternative HR system and incredibly short notice resulting in a huge amount of additional hours needing to be worked 'out of hours' to ensure something was in place in time. Very adverse impact on the business and the continuity for our employees.
Prior to initially taking out our PeopleHR contract i reviewed many HR systems and PeopleHR seemed the best option as it seemed to have the most functionality for the best price. However that was many years ago now and since being a customer of PeopleHR and now going with Timetastic, i wouldn't recommend PeopleHR. The costs have increased substantially but there hasn't been any significant improvements in the software that we've seen/utilised. There's also a lot of system issues that seem to occur frequently. Not to mention the service has taken a total nosedive since PeopleHR were taken over by Access. Whilst Timetastic is a much more basic system and really just a holiday planner, the cost is cheaper than anything I've seen on the market. For the more HRIS functionality, we've opted to utilise our O365 and create a Sharepoint HR Management Site which is much more cost effecitve us and we can avoid having to deal with Access which is a huge plus.
Do you think Access PeopleHR delivers good value for the price?
No
Are you happy with Access PeopleHR's feature set?
No
Did Access PeopleHR live up to sales and marketing promises?
No
Did implementation of Access PeopleHR go as expected?
Yes
Would you buy Access PeopleHR again?
No