Too Expensive
Updated March 05, 2016
Too Expensive
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.
Pros
- 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.
Cons
- 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.
NetSuite ERP Feature Ratings
NetSuite Support
| Pros | Cons |
|---|---|
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!
Comments
Please log in to join the conversation