Atrocious Customer Service From Iris

Atrocious Customer Service From Iris

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Just a warning for anyone starting up or thinking about moving software supplier.

We started our practice 7 years ago and went with Iris as it seemed a safe bet. We have been generally happy with the compliance software though I am a bit disappointed that the practice management is exactly the same as it was then.

HOWEVER

They do not care about their smaller customers.

The billing department is terrible.

Their contracts are inflexible and unfair.

I have never dealt with a company that can not answer the simple question as to how much theior product costs. This all stems from us getting an offer of a discount if we went up a tier before Christmas. Since then we have had little contact. Unexpected Direct Debits from our bank account (thorugh Premium Credit) and no suitable response when I have complained. They do not care.

We told them we werent using Time and Fees so could we cancel the contract? Its only about 5% of the total money we give them. Answer was no. And I think they have just renewed it for another year!

We are  moving our Freeagent clients to be direct with Freeagent.

If I had more energy we would move the whole lot to someone else. Our licenses are more thanb £100 per business.

Anyone else experienced this??!!
 

Regards

Rob

Replies (13)

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By leicsred
07th Feb 2014 10:40

Price increases

Generally we are very happy with the IRIS products and are looking to take the plunge into Practice Management. However there billing and fee charging is very inflexible and causes some annoyance.

We spend about £10k per year with them, but when I want to get 10 more company formation licenses - say £200 I have to pay by credit card before I am allowed them, silly things like that which annoys customers. Also this year there has been an over 7% increase in the prices - when questioned I was sent an email address to contact who would get back to me in 48 hours - not the best customer service.

I suppose they know that we aren't likely to go anywhere as we actually like the products and couldn't face re training everyone.

A little bit of flexibility and treating us as partners rather than untrustworthy types wouldn't go amiss.

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By janetmwhite
07th Feb 2014 11:07

IRIS - Customer service

I moved from IRIS 6 years ago  as I found they just were not interested in the "little guy". They left me high and dry one December and I had to buy new hardware to get round my filing problems.

It was a lot of work but I am much happier with my current supplier even though they do not provide the "all whistles" software, they are always quick to respond to any queries even in January!

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By Xcast
07th Feb 2014 11:10

I got really hacked off with the attitude of Iris...

and transferred everything to Digita.

Personally, saved me about 50% of what I was paying to Iris.

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By roblpm
07th Feb 2014 15:07

Hmmmmmmm

What to do??!!

How about an independent Iris users group with me in charge!!

Actually not a bad idea I think. A forum based site?

Any takers? I will run it. Free of charge to all users.

Cheers

Rob

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By joolzjbs
07th Feb 2014 15:28

Iris and PTP

I have experienced the same problems, I have used Iris, then latterly PTP software to cope with the IXBR, no support, no one gets back to you, likewise the payroll which I have used for 12 years, no customer service whatsoever,

 

Julie

 

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By essex accountant
07th Feb 2014 21:56

long term Iris user

Yes, for about 17 years I think. Iris have increased fees by 5 to 7% most years that I can remember. But most Iris users carry on year after year - why? Because no other product is as good, comprehensive and integrated. I have about 300 clients and pay £9k a year, so about £30 a client. If I changed to another supplier charging half of what Iris does, I would save £15 a client - that represents about 6 minutes of partner chargeable time. If I was on my own, maybe I would change, but with me plus 6 staff then no way.

However, I would be interested in joining an independent Iris users group, only if:

a. Iris is prepared to listen and take part in meaningful discussions

b. the members approach with positive attitudes and it is not a forum to just knock Iris

Such a group could be beneficial to both Iris and to users if these criteria are followed

 

 

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By skhan
08th Feb 2014 09:33

IRIS
Some one from IRIS should comment. I was thinking to switch to them but after these comments. Won't go for IRIS

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By petersaxton
08th Feb 2014 10:45

Digita

I use Digita and their technical support is superb. Their software is fully integrated. I haven't noticed them increasing prices. If you want to increase clients, users, or anything like that they just want an order and it's done. You will get an invoice later.

They have a special offer for January so that you can increase the number of users temporarily.

Both software seems very good. I think the main difference other than the price is that you can run Iris Practice Management out of the box but if you want to get the most out of Digita you have to set up a lot of features but having said that Digita is much more flexible than Iris.

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By roblpm
14th Feb 2014 16:01

Iris Response

Just updating this to give credit where credit is due.

It did take me ranting on here and in a few emails to get some action but Iris have responded with apologies, and more importantly money!!
They have refunded us 6 months of the unused Time and Fees product and also given us a small sweetener for completely mucking up our upgrade billing.

As Essex Accountant says changing now is not really an option as the software works. We have better things to do.

So it is nice for a change to be taken seriously!

I will moderate my rants from now on!

Cheers

Rob

 

 

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John Stokdyk, AccountingWEB head of insight
By John Stokdyk
14th Feb 2014 16:14

I'm sorry that it took a rant to get a response...

That always irks me when I see Watchdog or read a newspaper column - "After we contacted the company, it said 'Sorry' blah, blah, blah..." Customers shouldn't have to go to a public media outlet to get reasonable service.

Meanwhile, since you mentioned it, there is an independent IRIS user group with 388 members right here on AccountingWEB. You'll find it's quite useful for practical tips as well as sharing opinions and experiences about how the company is treating you.

Together you are stronger than as a single customer waiting on the helpline or for an email response.

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By mabzden
14th Feb 2014 16:53

Also had bad experience

I spoke to IRIS a few years ago about potentially becoming a client. I got some negative vibes from the salesman - I got the feeling he couldn't understand why he had to speak to small-fry like me. So I passed and I'm glad I did.

That said... I then went on to have an atrocious experience with PTP. They overbilled me in what seemed to be a blatant and deliberate attempt for the sales team to hit their year-end targets. I had to threaten legal action to get my money back!

So I won't be joining the Independent IRIS User Group. And if AW starts a similar group for PTP users I won't be joining that either!

 

 

 

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By roblpm
10th Mar 2014 11:01

Latest Update

Having been placated a few posts up I am back in ranting mode.

Iris are TERRIBLE!!!!!

Random amounts now being direct debited from our bank account!!!!!!!!!!!!!!

If it was easier to change .....................................

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By roblpm
29th May 2014 10:52

You wouldnt believe it

More rants:

New account manager

We organise a demo of Time and Fees as we dont use it at present.

We are sent an Outlook appointment for our diaries.

Sit here for an hour and just told it hasnt been booked!

They could not care less.

AVOID!!!!!!!!!!!!!!!!!!!!!!!!!!!

Unfortunately we are tied in and they know it.

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