Blackbaud eTapestry gets the job done, but lacks customization and support by Blackbaud

We have had 12 account executives at Blackbaud in the last four years and, in my experience, often must wait 2-3 weeks to receive a response from any communication sent with multiple follow-ups. Each new member must become familiar with our non-profit and the details needed before they can actually be helpful, making us rehash our entire 4-year history- I feel it's a waste of time on our part. In my experience, any work they do is $200 per hour, with absolutely no hours included in our service contract. In my experience, a random $800 fee was implemented last year for all clients outside of their contract. Our account executive at the time said there had been major pushback, but nothing could be done. Basically, in my opinion, they knew it would be more expensive for a client to hire an attorney to fight it than to just pay. I feel they have questionable ethics, and unless you are a large client for them, they really could care less about you.

12 account executives or more in 5 years, I feel it's impossible to get ahold of or have anyone take any action. In my experience, it requires multiple reminder emails on our part to even get a response.