Mitrefinch – an Advanced company Reviews 140

Whenever I call with a query/problem I find the helpline guys extremely helpful, courteous, patient and always willing to help you solve things. If they can't, they give me a call number and talk me through how to send an mfinfo file and then call me back with a solution. Have now managed the system for a number of years and would recommend to other companies/organisations and have done!

I required assistance during creation of very specific report and the person from the support team was really helpful. Even though he didn't have exactly what I wanted, he shared very good ideas which helped me a lot. Highly recommended.

Support was very quick to diagnose and resolve the problems experienced.

I have been using Mitrefinch for a number of years now and have dealt with Libby all this time, she has been extremely helpful whenever I have had a problem and has taught me a lot over the years, she is always there to help and will assist or tell me what changes I need to make to ensure the system is running as we need it to.

Recently we have had an issue with our fire registers not printing an I have been dealing with Peter Brownless who is an absolute delight!

Various phone calls and remote sessions and we are almost there, but Peter has been fantastic and so patient with me (I am not overly technically minded - an iPhone is my max capability!). Additionally he has given me some guidance re another issue that I was struggling to understand about the system which has helped me massively!

Altogether a great service and in particular the help and support I have received from Peter I hugely appreciate!

Thanks Mitrefinch (and Peter - if you hadn't guessed throughout my reviews I think he is excellent!)

The support desk really helped me with what I was trying to action.

Whatever I need to know, however big or small, the team at Mitrefinch are always there. We recently upgraded our system to bio metric readers, and it all went really smoothly. I would recommend them to anyone.

Mitrefinch have always been very helpful with all aspects of the systems they provide. We have been using the software for over 10 years and would have no hesitation in recommending Mitrefinch to other companies.

Tardy response, delays when you knew we had deadlines.
Lack of communication - we had to keep following up
Didn't know reason for problem - had to pass on to developer
Poor manual
Only seemed to be interested in sending someone to instruct us at circa £800 per day
All in all a very stressful introduction to auto enrolment with Mitrefinch.
Disappointing when we have been a client of yours for over 25 years

The system is versatile and very easy to use. Whenever I have a query there is somebody on the end of the phone with the answer of if they can't help there is somebody that they can ask who can. They are always prepared to go the 'extra mile' to deal with and resolve queries in a friendly and professional manner.

I have been using Mitrefinch for 10 years, and find it really straightforward, however we need to upgrade to the next application, and Mitrefinch have not been proactive in this matter - we are still waiting.

We have three different systems- and entry points to each- this is confusing and annoying. Why if I want to find out X do I have to go to one site, and another site if I want to find out Y. The system is not intuitive in daily use and is not user friendly. We have access badges printed in York which often don't work and have to be re-ordered- which incurs extra time and cost. Why do we get charged twice for carriage to replace a card that didn't work the first time you sent it out?

Excellent software and customer service. Our account manager, when we need to contact him, is always quick to respond. The helpdesk has knowledgeable and friendly staff and we've never yet come across a situation or query that hasn't been resolved to our satisfaction. When we need hardware repairs these are always handled very quickly (we have a maintenance contract); new installations are always handled within agreed timeframes. Our staff use both the Windows desktop version and the intranet version. We use Time and Attendance and Access Control modules. We've been using Mitrefinch for 21 years since 1994 and expect to be using them for many years to come.

I logged an enquiry by email and received an email reply. I telephoned the contact on the email and felt that they were uninterested in the problem and could only use terminology unique to IT.
I have since received further emails, as my request for information has not been resolved. All correspondence has been by email, a telephone call verifying what I require would have eliminated some of the time.

The Mitrefinch TMS product we use is generally good (albeit I have no experience of competitors' offerings), achieving what I need it to do.

Technical support is patchy. On-site engineers are excellent and a credit to the company whilst telephone support is considerably less so. No call-handling system means that the phones ring and ring before someone (often reluctantly it seems) answers and offers help. Whilst technical knowledge is generally good, customer service is not always - I do not like being talked over.

Sales and sales support has been poor; this element of the business seems to be under-resourced and getting appointments and solid commitments from reps is not easy, even when offering definite business proposals. Calls and emails are seldom returned promptly and in many cases have to be chased up to get a response at all.

Recent attendance at the User Group Meeting was generally positive; it was keenly-priced and there was some good information to be gleaned. Organisationally it was poor, being under-rehearsed with various delays and most schedules being missed. A distillation of the overall Mitrefinch experience in truth!

Reading back, it's a wonder I like Mitrefinch at all. Do I? Probably not really - if their systems weren't so embedded in our organisation, the effort to change them so high and if I could identify a suitable alternative, I probably would.

I have always had really good service from Mitrefinch. They always response quickly to any request and the software is really easy to use.

Not always a reply when calling helpdesk and quite often things cannot be rectified on the first call. Have had to wait several days and chase on one or two issues.

Recent refresher training useful, but some issues raised could not be sorted over 2 days while implementer was on site. Several days later still waiting for someone to come back to us on them.