Sold big promises, not lived up to

If you had asked me a year ago, my answer would have been much more positive. In my experience, in the past year, we have had multiple problems with Apricot by Social Solutions. We tried to upgrade, gave a very clear use case for our upgrade, and then found out eight months later the upgrade would not be able to address our needs. Throughout the upgrade process, we hit roadblock after roadblock. In my experience, our upgrade specialist was great, but everyone else that we worked with was slow to respond and talked around the issues, and all of our concerns have to go to their mysterious "leadership team" to see what possibilities there are to fix the problem. Our account manager, who is our main contact, is seriously lacking in communication. Emails and questions go days to weeks without answers or even acknowledgment. Their on-demand technical help used to be great, there were a handful of representatives and I knew I would get quick and accurate answers. There seems to have been a lot of turnover in that department over the last year, and now more often than not my questions have to be "taken to email" and the answer is either our system is too big, or they can't figure out why it is happening.