Tech support moved to the UK
August 13, 2024

Tech support moved to the UK

Diane L. Drain | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with HotDocs by CARET

I have used Amicus since 1991 and HotDocs by CARET for at least a decade. Upgraded my operating system and reinstalled both. All was well, except I need some tech support from HotDocs by CARET in order to do something as simple as importing the HotDocs answer files to the correct location. Turns out that most HotDocs by CARET tech support is located in the UK. That means they are not available for those in the US due to the differences in time zones. In my opinion, not a wise business decision.

Pros

  • In my experience, complicated to learn, but over time becomes simpler to understand

Cons

  • need tech support in the US
  • to much time spent on what should have been a 15 minute phone call.
If I cannot get tech support (especially at the supervisory level) during my work hours, then what good is their program?

Do you think Mitratech HotDocs delivers good value for the price?

No

Are you happy with Mitratech HotDocs's feature set?

No

Did Mitratech HotDocs live up to sales and marketing promises?

No

Did implementation of Mitratech HotDocs go as expected?

No

Would you buy Mitratech HotDocs again?

No

In my experience, if you need tech support, you need to plan ahead and be available on UK time. Obviously, this is not convenient for those of us in the US. In my opinion, shame on management for creating this problem, making it appear that those of us in the US are not very important to them.

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