Comments on: Urchin support sucks

By: Frustrated

Frustrated — Fri, 04 Nov 2005 20:43:46 +0000

I must agree Urchin support is bad news!

I need help with Custom Reports and the documentation is lacking the final steps to make it work!

Emailed for over 3 weeks and no response.

By: Dave

Dave — Thu, 03 Nov 2005 18:00:53 +0000

Same thing here. We’ve been using Urchin On Demand 6 for some months now, but their service is terrible and they’re completely ignoring us. We’ve had to hire support from an external company to get our campaings going.
Does anybody know of an Urchin forum where we could all share our (little) knowledge?

By: Ophir

Ophir — Wed, 26 Oct 2005 15:42:07 +0000

Just an update on this. We’ve stopped using urchin (we were on a month to month contract). Their interface is SO nice and out of the box it’s a pretty decent solution. Unfortunately their service is horrendous.

We decided to go with NetTracker.
Their service is outstanding (I can talk to a technical person within a a few minutes via phone), and I feel like they really try to help me - not just get me off their back (like with Urchin). I just with their interface was better.

- Ophir

By: Mikko

Mikko — Wed, 26 Oct 2005 13:36:00 +0000

Hi,

We’ve also had very bad experiences with Urchin’s support. We’ve paid our yearly support fees and still get no service. I’ve had an issue open for almost 6 months now. They’ve replied once (not very useful answer either) and have ignored us since despite repeated attempts to wake them up.

I’m sick and tired of it and have had to do custom scripting and log parsing to get around the problem. We will not renew our Urchin support and will probably drop the whole software too. Will probably go for an open-source tool like AWStats instead.

-mikko