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When an Upgrade Goes Downhill

An upgrade to software is supposed to improve it, right? By the time a company upgrades to version 8, the bugs should pretty much be gone. Not so, reports J. Craig Williams at May it Please the Court, for the latest version of Time Matters time-and-billing software from LexisNexis. Over the weekend, Williams upgraded from version 7 to version 8. Yet on Monday, he reports, he still had the same problems he had Friday.

One of the most annoying glitches, Williams says, is that every time he opens a completed billing slip, the dollar amount drops to zero. "That's a bit of a problem for a law firm that sends invoices to its clients each month," he writes. "Even though our clients don't complain, it really has a disastrous effect on cash flow." And that is only one of several problems with the software.

"Despite Lexis's claims that the upgrade fixes the software's bugs, even the best of intentions go wrong -- things that worked in prior versions don't work in this new version.  Ouch.  Please, don't get me started -- there are a host of other problems, as well -- but too long a list for this post."

His several requests that the company fix the billing-interface bug have brought no results, Williams reports. Now, his patience has run out. Not only is he planning to switch software but he is encouraing others not to buy it "and generally start a boycott." Adds Williams: "I'm voting with my feet, and my blawg."

Posted by Robert J. Ambrogi on March 14, 2007 at 05:22 PM | Permalink | Comments (0)

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