We recently moved to Brightpay - BIG MISTAKE! Brightpay isn't good at payroll; Brightpay is good at marketing.
Like all accountants, when we run payroll we email everything out to clients and then invoice them straight away. This is a strictly process-driven, linear format. It worked like a dream with Payroll Manager; all we had to do was follow our process and everything was fine. However, Payroll Manager is getting a bit tatty around the edges so we decided upon a change of platform.
Straight away our clients started complaining about the fact that we had invoiced them before they received the payroll from us.
- We thought we might inadvertently be stepping out-of-process, what with it being unfamiliar and all. We assumed it was us being Silly-Billys somehow so each time we apologised and resent missing parts of the payrolls. (We looked like complete idiots!)
- We put in a workaround and introduced a 30-minute delay on invoicing to accommodate any Brightpay server shortfall.
- Each time, we checked our server-log to make sure we had not experienced an internet drop-out ourselves. This would be unlikely since nearly all of our systems are cloud-based and we would know really quickly but, belt-and-braces, you know.
When clients still complained of missing payroll emails we started to cc ourselves in on everything.
It wasn't us at all - it was Brightpay! They were simply losing our emails!
We contacted Brightpay who told us that it must be at our end since they had checked, and recipient email addresses we had used were incorrect and had failed. They further suggested that our internet connection must be dropping out.
- We told them that we ourselves were amongst those recipients and our email address was certainly correct;
- on a batch of payslips sent on the same "click", some got through and others didn't.
- where WE didn't get the cc'd email we contacted the intended recipient and they hadn't had the original;
- that it was happening repeatedly;
- that our internet-log showed no interrupted service;
- and that clients who didn't get emails had received other emails from within Brightpay that same day.
They were simply not having any of it; they just used THE SHAGGY DEFENCE.
We feel that we have been treated with contempt. Brightpay behaves like we are stupid; like we didn't understand and that this certainly wasn't their fault.
So apart from the technical ineptitude of their support staff who, frankly, don't seem to know an awful lot about the mechanics or the laws of payroll (stories for another time, perhaps), they tell porky-pies and we will never trust them.