Mission critical features of the software stop working after upgrades. There is (was) a function that allowed each user to add a task to their to-do list. It worked great for the first year. In January 2016, after an upgrade, it stopped working. Despite many emails, phone call and promises of fixing the problem the issue is still unresolved. Now, after another upgrade, a simple touch point has stopped working. After submitting the error 5 days ago, we still don't know if it will be fixed.
The impact of this on our staff and the work they do with very vulnerable people is distressing. As any user who has set up a database knows, it takes hour and hours of time to establish the database, train the staff and the organisation as a whole invests thousands of dollars, it is hard to swap out if it isn't working.
The help desk probably works fine for organisations in the US but for people elsewhere in the world, service is really disappointing.