Worst Customer Service

[manderson3232]

I had the worst customer experience with Concur. They refuse to provide support unless we sign up for a private training at about $800/hr. If you joined under a promotion, it is a bait and switch. Get out immediately! Be aware most agreements have a 90 day period to cancel.  

[KevinD]

@manderson3232 what do you need support with? What is your issue? This Community is a great place to pose questions/issues and get help from other members. Also, we have SAP Concur employees here as well that might be able to provide assistance.

Give me a try and see if I can help. I promise, I don't charge $800/hr. 🙂

[manderson3232]

My issue was I could not get someone on the phone to help me set up my account or provide training on how to use the program. I was given access to the program but it doesn't do a user any good if they can't set it up. Concur employees repeatedly showed no desire to help me figure out how to use the program, except sending me general tutorials and a useless chat feature.  

[KevinD]

@manderson3232 I'm looking at your account history and I see that you did have at least one call scheduled with someone from SAP Concur and that you have submitted a few support cases. 

During your company's site implementation, were you working with an Activation Coach or were you not involved in that process? 

[manderson3232]

I had an implementation coach who wanted me to set up the site myself. They would then discuss questions I had. We never got a chance to set up linking credit cards to the system before they stopped providing implementation support.

I have canceled my account. 

[KevinD]

@manderson3232 I did speak with my colleague who said she was in contact with you and gave me the details. 

[scoathy]

we had a similar scenario during our Request and Expense implementation. "I want you to do this yourself so you know how to do it in the future". yeah, I get that but we are paying you to do it so let's get crackin'. 🙂 good luck and sorry to hear about the poor service. 😞

[manderson3232]

I have heard from others that many clients had the same poor experience. Not sure if these clients were under the same trial deal. A system is only good if it is set up properly and you know how to use it. Concur doesn't care if the client is struggling or not using the system. Once Concur has your money, they don't care about the client anymore. 

[scoathy]

it's unfortunate you've had such a bad experience. our experience has been very positive. I hope you get things sorted and wish you luck.

[Tuyendo]

I forgot the PW, and when I request a link to reset; I ever never get a responed instead all the bull **bleep**s that they came up with!!!

[KevinD]

@Tuyendo I might be able to help or at least offer an explanation as to why you didn't receive a password reset email. If you could send me a private message with the following two pieces of information, I can take a look:

1. The username you entered on the SAP Concur Sign in screen.

2. The email address where you expected to receive the password reset.

To send me a private message, click my username (KevinD) then use the Message button. I'll await your reply.

[Tuyendo]

They are one of the worst in the world!

[Viv1]

Its by far the worst customer service I have ever had with any platform. I would not recommend SAP CONCUR to anyone. The CSR's are a waste of time.