Too Expensive
Updated March 05, 2016

Too Expensive

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

NetSuite Financials

Overall Satisfaction with NetSuite

Our company uses NetSuite for beginning to end. We upgraded our system to NetSuite. It was certainly a huge upgrade, but it came with a lot of pros and cons.
  • Ability to customize using SuiteScript. You need some background in coding first.
  • Cloud-based, access with PC, Internet or mobile app.
  • SuiteAnswer is like a helpful handbook. A well-documented guide. This is all you really need to survive. It has helped me a lot more than Gold Support.
  • It will become more efficient if you pour in more money to customize it.
  • Extremely expensive. Big increase in price when it's time to renew contract. Sometimes over 100% increase in pricing!
  • NetSuite support is expensive, ineffective, and not worth the cost. There is a fixed amount you pay (a percentage of your NetSuite Edition + other modules + user license). If you have 1 user, then you are paying a really expensive support fee.
  • The tools for Warehouse Management is weak as of 11/30/2015.
  • A bit of defects here and there. Error pages that pops-up. You cannot debug the problem yourself. You will need to contact and wait for NetSuite Support because they can see the actual error logs.
  • Servers breakdowns once in a while. We had a day where NetSuite was down for 4 hours. It was chaotic.
  • The dashboards are very useful. You can customize and build your own using custom portlets. You need to know some coding (javascript, SuiteScript) if you want to do this yourself.
  • Reporting and Saved Searches save a lot of time. Very useful, even better if you know SQL. Automated/Scheduled Reports.
I've been using NetSuite for 3 years. I wouldn't recommend it unless you have a fat wallet that grows every year. It cost a lot of money to customize and renew your contract. Prepare for the subscription price increase.

NetSuite ERP Feature Ratings

Accounts payable
Not Rated
Accounts receivable
Not Rated
Inventory tracking
7
Automatic reordering
Not Rated
Location management
7
Manufacturing module
Not Rated
Pricing
7
Order entry
8
Credit card processing
Not Rated
Cost of goods sold
6
Pay calculation
Not Rated
Benefit plan administration
Not Rated
Direct deposit files
Not Rated
Salary revision and increment management
Not Rated
Reimbursement management
Not Rated
Dashboards
9
Standard reports
9
Custom reports
9
Not Rated
API for custom integration
Not Rated
Plug-ins
Not Rated
Not Rated
Role-based user permissions
Not Rated
Single sign-on capability
Not Rated
Not Rated

NetSuite Support

We are 4 years into Netsuite and can mainly internally support our new users. If you had ask this question 4 years ago, then my rating would have been higher.
Netsuite support cost grows with the number of users. Our cost for Netsuite support is 80% more expensive than 4 years ago. They should give a discount to company that's been with Netsuite for 3+ years. Even though we have gold support, we hardly use it. I could probably answer 99% of our user's question but then I would be doing their job. I have estimated that our cases submitted this year will be 70% less than our first year with Netsuite. Why do we still use Netusite Support? Netsuite would reduce our overall discount rate if we had drop gold support. Ouch.
ProsCons
Kept well informed
Support cares about my success
Less knowledgeable
Problems left unsolved
Need to explain problems multiple times
Yes - Support is critical in the early stages of implementation, unless you have already an experience team with netsuite background. Our first year using Netsuite, we had hardly any experience. We submitted a total of 80+ cases that year. It was mainly how-to cases. During that time, I felt netsuite support was adquate and easier to get my questions answered. We are into our 4th year and I estimate we will have less than 30 cases this year. It's because most of us have 3+ years of netsuite experience. It got to the point where our cases are mostly concerns, issues or defects. It became where I felt like netsuite support isn't as knowledge anymore. The speed of of return response and answers became turtle pace. Our needs for NS support went down over 60% even though our user base grew almost 60%. Because our user base grew, NS support cost grew over 80% since this cost grew proportionally with the number of users. I didn't like how the cost was structure especially when we have a lot of 3+ years experience netsuite users that becoming experts in their area and are internally supporting our new users. This is why our number of support cases submitted to NS is decreasing every year. Our company decided to keep the netsuite gold support. Netsuite gave you a steeper discount if we kept gold support. If we had dropped the support, Netsuite would have reduce the discount rate and still make us pay almost the same cost...
Yes - Submitting bug with Netsuite is a unpleasant pain itself. I had to show and explain to them many times. I even told them the exact process that would cause the error result. I felt like I was doing their job.
Netsuite support is always very professional and courteous. It's great to hear them on the phone. You will get exceptional support if you ask a how-to questions. They are very good using SuiteAnswers. One time I asked them how to turn on access to custom record. I was too lazy to search it up myself on SuiteAnswers. They were able to answer my question in less than a day!