Foremost, the product is unstable (buggy), and requires fairly frequent calls to Dilloware's customer support to keep it functional. You would be well advised to be aware of the fact that questions to Dilloware's Customer Support will not be answered unless you pay them an "incident fee", which as of this writing is $300. Pretty lousy customer service, if you ask me, in that you have to pay for them to answer a question to solve a problem that shouldn't exist in the first place.
If you think I'm alone in my beefs regarding Dilloware, you may wish to check this page out. Having personally experienced some of these people's complaints regarding Dilloware, I feel safe in recommending to those who are looking for a billing package to look elsewhere. Given Dilloware's attitude towards their customers, the buggy software, and the fact that you must call Dilloware's Technical Support to keep the application running, I am gravely concerned to what will happen to Dilloware's customers when the company finally goes out of business. It almost sounds to me as if Dilloware's revenue stream is generated primarily via customer support, a sure sign that the company and the product(s) they sell are not well designed
Here's a neat trick that apparently works for the Dental Laboratory billing software. Recently my father who uses the software encountered a bizarre database error from the Windows 95 version Dilloware application. Due to outrageous customer support fees to get the buggy Windows version functional again, we've decided to punt and return to the old DOS version; after all, it's almost 98 years before we have to worry about century dates.
As of this writing, it apparently works. Of course, you have to enter new invoices, but if it works as it has in the past, we can finally say goodbye to Dilloware's retarded support policy.
If Dilloware truly cared for it's customers, it would place the solutions to the most common problems on it's web site. But Dilloware doesn't give a damned about the customer or their respective businesses; that's why Dilloware releases software that is designed to fail after a period of time so that they can force even more money out of their helpless customer's wallets.
If you're fortunate to have an old DOS copy of their software lying around, you may wish to give this another try. At least this was you can limp through Dilloware imposed problems while you find a workable solution from another vendor.
And now a little food for the bots that like to troll the web. Have some SPAM, Dilloware, and enjoy the increase in business you're sure to receive as a result of this page! You can thank me later!
Follow this link, you email address sucking SPAM bots!
Here's some evidence in support of Dilloware's planned obselecense of their software.
I have had numerous incidents where I have spoken to the owner of the company and he has been extremely rude and has tried to make me feel like an idiot. I will ask for help and during the process he will raise his voice and persist on telling me I am doing something wrong when I am not. There is no excuse for the way he treats his customers.
At first I thought he had something against me because of the way he was treating me, but come to find out each person from my office that spoken to him was treated the same way. I can't begin to tell you all of the incidents we have had with this company. I don't understand how this company can still be in business.
I have had to spend a lot of money and time on upgrades. And have had two incidents where the program has ruined my computer and has had to be replaced. Today was the last straw. The owner is unbearable and I have finally decided to buy a new program so that I no longer have to deal with this company, its employees, or its owner. It is better for me to buy something new then to be coninuously treated in this fashion.
Nathan of Carbondale, IL, writes:
My self-storage company has been using Dilloware software to track customers and sales for many years. When we discovered that the DOS version was not Y2K compliant we immediately purchased the Windows version. I installed the program and ran it for approximately 3 months with only a few minor concerns. Then the program completely crashed. Followed by a few days later my entire computer.
Needless to say I was in a bad position having my entire business go up in an electronic cloud of smoke. I then formatted my hard drive, reinstalled my operating system, and installed the Dilloware software. I paid $149.95 for the additional computer license. I was not happy, but things like this happen. This time the program gave me the same error as before immediately after I entered the new registration number. I asked if I could speak to a support technition and was told I would have to again pay $149.95 to speak with a technition for up to 60 minutes in the next year. Now I was really unhappy.
I called again and asked to talk to a manager. I was talking to the owner. I described my problem and was basically told by him that what I was telling him was impossible, and that he was not willing to help me unless I paid $149.95. Now I understand that a bussiness has to make a profit, but this is just extremely poor customer service. On the phone Mr. Kelly was rude, and closed to any opinion except that which was fixed in his mind. Now I wish I had found this website before I continued doing business with a company which is, in my opinion, the worst software company I have ever had the misfortune of working with.
Linda of Olean, NY, writes:
I bought the update to be y2k ready and now it won't work right. I called the company and was told very rudely that they didn't care and if I wanted to talk to a tech I would have to pay the money for a support plan. As the problem is a bug in the program I feel they should cheerfully fix it rather than inform that I should call the tech, pay $99 for support if and when I get them because I probably would be on hold for up to 30 minutes. Considering that this would be a toll call I can't afford to do that.
I have approximately 3,000 names and charges on my program so I can't very easily change programs and interrupt the billing plus pay for all the manhours it would take to retype it all into another program. I really need some help.
My program won't work the way it should so we have redo each account so the customer can understand their charges and credits applied. This is causing unnecessary work for the front counter people that needs to be done in other areas.
Ken of Eau Clair, PA, writes:
Client of mine has used Dilloware for about 5 years, in response to mail ads and an attempt to get into Y2K compliance we ordered new software, which the ad said was Windows 3.1 compatible. It was not.
After repeated attempts to get it to work, (Dillo blamed the problems on Microsoft and they on DilloWare) we bought a new machine with Win 98 on it. Remember the Dilloware NEVER ran on the Win 3.1. Dillo informed us that we had to buy a new license since we were installing on a second machine.
We have over 3,000 customers and no way to bill them or will have to spend about 300 person hours retyping names, addresses and directions plus retrain operators.
M.P. of Albuquerque Writes:
I called Dilloware to inquire into a Windows update for my existing program, I was informed the special update price was over and I would have to pay 30.00 more. No problem, I filled the order form per her request and faxed it in.
A few days later I got the DOS version in the mail. I called and asked why. Apparently they only look at the dollar figure and know what to send out. I was told it was my fault (because I added in the extra 30.00),it was my fault because I should have ordered 2 years earlier, it was my fault because I filled the form out wrong (which they checked and I had marked the Windows version).
There was no way they would mail the correct software requested until I returned the one I had. Basically, accusing me of somehow profiting off of the copy I had. Remember this is just an update, I already had the one they sent me, I ordered the Windows update. I fully intended to return the software, but they did their best to make me feel like a criminal.
Anyway the conversation ended with me telling her I didnt like the way they did business and I was sending the package back but I wanted a full refund and I would shop elsewhere.
She informed me they would never refund my money at which point I said I'd reverse the CC charge. She promptly hung up on me, thereby terminating a 10 yr relationship over a $99. piece of plastic. And I was a paying customer, I did pay for their technical help on several occasions which I had no qualms with, and I'm sure I would've paid more in the future. I wonder how companies like this can survive.
D.B. of Tulsa:
We've spent hundreds of dollars for upgrades, tech support, registration #'s (we had to buy a new registration # just because I reformatted my hard drive! I even have the original floppies and purchase receipts!)
A.W. writes:
I emailed a person that his company's program crashed and I was desperate for support. This is what he says -- Exact Copy of Response:
"What you are requesting is totally unreasonable. Your father bought a $99 program 6 years ago and you want us to do free support. I do not know of any software company that does that. To make a comment that you think he should get support even if he bought it 50 years ago just shows how absurd your request is.
"Do any TV, car, furniture, appliance, etc. manufactureres give help at all (let along free help) that many years later? And those products cost substantially more than $99. Does Microsoft still help with DOS 6 (and that is not even 6 years old), let alone for free?
"Your final comment that you consider yourself a paying customer was only accurate years ago. With no new revenue from you or your father in 6 years certainly does not qualify you as a payingcustomer.
"If you want technical support from us, you will need to get on the support plan which is $129 per year for up to 60 minutes of time. If you do not want to spend the money, do not expect us to provide support. If you need replacement disks, the only option is the update, which is $99 for the Windows version."
Michael S. Kelley
President
Dilloware, Inc.
Gee, business must really be great at Dilloware if Mr. Kelley can so eloquently tell customers to get lost.
Dilloware responds:
"Do you not attempt to verify the accuracy of any posting? Do you read the posting to even see if it is reasonable? In our case, a customer bought a computer program 6 years ago and is calling wanting free technical support assistance. We told them they would have to pay for support, etc. I am not aware of any software company giving free technical support after 6 years of use. The customers request is totally unreasonable and your posting of this without even attempting to contact us to validate the information is totally irresponsible and unethical."
Michael S. Kelley, President
Dilloware, Inc.
Gee, business must really be great at Dilloware if Mr. Kelley can so eloquently tell customers and everybody else to get lost.
I have a small businness in my home and I disabled my billing program when I installed Win 98. I neglected to call Dilloware and ask them if it was compatible. This eventually led me to reformat and guess what, my billing program wouldn't install without a new registration number. I had to purchase,buy, pay for, a new reg # which Dilloware said I could have avoided if I would have called them before I formatted. I had a tape backup but in all of 5 years I have used tape backups, this time it wouldn't restore. Dilloware is a small company and I only received my Win95 updated program in the fall of 97 so I should have known better. But why the restore didn't...Very expensive lesson. Beta are Betas after all.
Groups search result 1 for dilloware bugs
From: [email protected] ([email protected])
Subject: Dilloware bugs
Newsgroups: alt.business
Date: 1998/08/11
Hi,
To anyone who is considering Dilloware Software for their business, beware! Dilloware is an unscrupulous software company that writes bugs into their programs deliberatly. If you want to keep your valuable information safe, a Dilloware program is not the one to choose. I know from bad experience, I've lost all of the company's accounts receivable and customer database due to Dilloware's bug. Dilloware will compete and win against other reputable business software because of the attractive pricing. But WATCH OUT, Buyer beware, You will pay price + on the other end.
Sincerely,
Jan
Groups search result 2 for dilloware bugs
From: hyper ([email protected])
Subject: Re: Treskat software, Ray Nazzarro
Newsgroups: alt.locksmithing
Date: 1998/01/14
Hay Terry here is another one The Billing Clerk Owner Michael Kelley
at www.dilloware.com send him some music to his ears. I call them
dildoware. TIA If you can help me crack it let me know and I'll send
the file for educational purpose of course. hyper
David W. Poole, Jr.
01/07/03 14:46