“ACT Received Horrid Reviews, is the 2008 Edition Any Better?” Part 2
July 19, 2007 by Travis
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Part 1 of this message can be found here
So you can imagine the disenchantment as a peppy business owner, sales rep, or entrepreneur pproaches their computer with the latest version of ACT in hand, going to upgrade their ACT software, only to realize later that there was more in to it than they anticipated, or thinking it migrated all their data only to find out two weeks later that appointments or other key elements were lost in the migration… Posts start flying everywhere on the internet (amazon and others), users were upset, and rightfully so. My friend at Sage would be the first to admit, that if they were to do it over again they would have done a much better job setting expectations with customers, and stressing the importance of working with a certified consultant to do (at least) the migration portion.
To be fair, many upgraded and were very happy with the results, however, as eluded to earlier, “the squeaky wheel gets the grease.”
As for other users (new to ACT), most were ok, because they didn’t have an experiential precedent with the software of upgrade users. Those that did complain were primarily having issues with installation. Installation that puts Microsoft .NET and SQL on the system prior to ACT itself, apparently not a simple task for software developers. Some of these folks (as well as legacy ACT users) encountered issues with the installation process, and felt if it couldn’t be installed with ease, it probably wasn’t worth the time. Part of the reason why I’m offering a “From the Trenches” installation video for those who purchase the upgrade by July 31 (along with a few other goodies).
As to how Sage is addressing criticisms? Well, as an ACT Certified Consultant (there are 700+ globally here), I can tell you they have done a much better job getting me the tools, training, and resources necessary to better prepare and educate my customers. I think partners (feet on the street) are key to the success of any product, most won’t argue with that, yet the same often fall short partnering effectively. I have had lunches with executives, as well as personal phonecalls asking my opinion, about what I hear customers saying they want in the product. Not to get too ‘excited’ about Sage as a partner, because they have flaws indeed, and there are other companies who do a good job partnering, but I have never seen partners go further than Sage has to help integrators (and customers) succeed with their products.
Specifically, ACT 2008 new features, by all accounts…work. In my testing I have not
experienced anything odd or buggy. Sage has taken it on the chin in recent years with ACT product releases, and are applying lessons in each new release.
Overall, I don’t know for sure how successful ACT 2008 will be. While this has been the cleanest beta test of an ACT software product I’ve been a part of, based on experience with software, there will be bugs and issues. I do think quite a few skeptical customers will come around, and criticisms will subside. We should know in a few short months.
Larry, I hope that helps.
Thoughts? Please post your comments in the boxes below, and click the box that says “Submit Comment” I’ll respond as soon as possible.
Travis
PS: Want more details on ACT Database Software?
Checkout my no frills review
at http://www.WhatsNewWithACT.com
I’m so happy that I decided to stick pat with ACT 2006, working on making income instead of working on my computer!
I see this as an exciting time to be involved with ACT! What sometimes gets lost in the discussion are the features and real improvements that have been incorporated. The addition of SQL Server 2005 also makes ACT! for Web a much more appealing product and provides a whole new set of options and solutions. The new class of hardware that is available and being upgraded will allow many small businesses to implement IT-class features at small business prices. Vitualization is one of them. Multi core computing combined with an Operating system that can take advantage of large RAM quantities allow you to run multiple Operating systems or virtual environments on one computer. I am doing this already to run different versions of ACT! on the same machine to help support clients more effectively. Some may also be excited about the possibility to run ACT! on a machine where Windows is not the primary host operating system eg. Linux or Mac OS. Also it was nice having a lot of power proportional to the database engine it made the system feel fast (XP class hardware running the older versions of ACT!). Hardware improvements will give that power feeling back too. In addition to that there are some features being added to ACT! that I am looking forward to having know I will use and enjoy once released. Finding the best mix of features that makes the most sense for a given business is what Certified consultants do best.
Travis - we’ve stopped looking at ACT upgrades and have contented ourselves with ACT 6.0 until RIM (Blackberry) supports a more recent ACT version. That’s why we did not go to the wireless synching available through Victor, whom you introduced.
Mark-
For a sole proprietor like yourself, it makes sense to consider whether annual updates make sense. Knowing you (grin) having a bit of a tricked out setup, I can understand why you wouldn’ t even want to install new carpet in the same room as your computer :-)…
Steve-
Thanks for your perspective, we ought to trade propeller hats sometime
I won’t add to your excitement by commenting further. Whatever you do, don’t kindle the desires of those who wish to run ACT on a Mac!
John-
Indeed RIM lags when it comes to supporting sync with systems like ACT.
It is a bummer, ACT6 isn’t supported, but newer ACT isn’t supported by RIM… what to do?
Some have tried Handheld Contact, but have gotten mixed results. Great idea though (wireless sync).
The same product that allows users to Sync the iPhone to ACT, can also sync to Blackberry’s. Use the Companionlink coupon code on the post to save a few bucks if you like.
For clarity sake when I mentioned Mac OS I should have made sure it was clear that it was ACT! running on XP installed into a virtual environment like Parallels on Mac OS and not ACT! for Mac running on Mac OS. Xen is the open source project on Linux where you can use Linux to run Xen and install XP in a virtual environment within Xen and run ACT! in that virtual environment. One of our laptops has 2 GB of RAM running Virtual PC and we have 3 virutal environments each containing a different version of ACT! VMWare makes a good product too from what i’ve heard but haven’t had a reason to try it as what we have has worked so far. I like the thought of being able to run ACT! in an XP virtual environment on top of Linux to avoid some of the hassles of running Windows. In fairness to Microsoft they have been fighting off hackers for years and holding their own more or less but as more and more people become disenfranchised with all the patching, security updates and upgrades more options will appear from sources elsewhere. Necessity being the mother of invention.
Travis, I’ve used act from day one. I actually used Q&A before ACT. I’m still using 6.0 because of the terrible horror stories about the upgrades since 6.0. Now I am thinking we need to upgrade. So yesterday I did the thirty day trial option of ACT2007. I am setting it up on a new pc that has word2007. I quickly discovered ACT2007 does not support Word2007. (I can work around that by loading word2003. But the bigger issue is when I converted all of my reports..everything appears to have converted but when I run a report, there is no data in the report. I can’t rebuild 50 to 60 different reports.
Question #1. Would it make sense to buy ACT 2006 to upgrade all my reports and database and the move on to ACT 2007 (stepping stones would this work?)
Question #2. Is it possible that ACT 2008 will do a better job of converting 6.0 reports and actually making them work with the new software?
Thank you for your time.
Todd Kabes
Todd-
I haven’t converted v6 to ACT 2008 (yet). I can say with each version since the ACT 2005 they have have improved on conversion…though I think it is truly better described as a migration, but you get the idea.
Your observation is not an uncommon one. Custom reports (especially) can be tricky on conversion. Some don’t convert at all. I’m curious are you regularly running 50-60 reports? Or are you counting all the reports available?
What you might do is run the reports that come with ACT 2007, and then customize the ones that are closest so they fit your needs.
Since you have a legacy formatted DB that you are running your business on, I strongly encourage you to consider a certified consultant to take care of the migration. Make sure whoever you hire, has a proven history of converting custom databases successfully. You may pay more, but as I quoted Assaraf earlier, “Hire people who play at what you work at.”
Not trying to be difficult, really. Not too long ago I spoke with someone who decided to have their IT person convert their DB. I like IT people, I started my career there, however it was unrealistic for this business owner to lump DB conversion in with their IT person, who known for setting up new workstations, and servers. The result, I got a call two weeks later, “We are loosing activities off our calendar, they are just disappearing!” (5-7 user environment) I really don’t like those calls (as I’m sure you can imagine), the business suffered, and they ended up taking their frustrations out on ACT, and I later heard they returned the product.
You do need to move forward, if not ACT, then some other supported DB platform (ACT 6 is no longer supported by Sage), if you value your time, don’t waste it trying to do the conversion yourself. If you must, have a backup plan.
Hope that helps.
-Travis
Todd, I agree with Travis. The addition of SQL Server to ACT! has added many capabilities and features but with these features come complexities and needs that versions 6 and older did not have. There are several migration aspects you need to be prepared for or deal with during the migration process in order to get maximal results. Having the best strategy for attachments is a good example. In versions 6 and older they were stored as shortcuts to files instead of attaching the file directly. This is a great space saver but in order for them to be “visible” in the SQL versions 2005 and newer the ACT! database has to be able to see or access them in order to migrate properly. Other issues that don’t always present as error dialog boxes are things like standard fields that were renamed, damaged myrecords, duplicate unnecesary logins “evil twins”, sync issues, damaged indexes. These are examples of things that a certified consultant can make sure are dealt with so that the problems are not carried over into the newer version of ACT! Dealing with some of these issues post conversion would take significantly longer or be impractical altogether eg. attaching large numbers of attachments manually. This suggestion is made with the intention of leveraging personal experience in the hope of providing the most cost efficient and successful migration strategy.
I resisted forever to upgrade from ACT 4.0 to ACT 9.0 (2007) but the promotion of the new product was appealing. So, I took the leap. Why? Because I wanted to use my pocket PC (iPAQ) and be able to sync prior to my departure and upon return (I’m still not there yet).
I was running OUTLOOK Business Contact which was not in conflict with ACT 4.0, so I never gave it a thought since the advertising said 9.0 would interface with Outlook. …they never stated that it would not work with the Outlook Business Manager (OBM) installed, so I attempted for several months to get this working (not all the time as I have a business to run). Finally I succumbed and contacted Customer No Service (CNS) and after speaking to three agents, they discovered that OBM would not operate and could not load the database manager with it running. A user of ACT 9.0 has to be more knowledgeable that what I would have expected…Eventually I figured out how to accomplish that and called CNS and they were able to get SQL loaded and then the target software. I wanted to use it for a while before I attempted to achieve my target application of using the iPAQ. I read the documentation and performed what it indicated and viola! It did not work. I reread the documentation and had performed the process as indicated. Guess what? By this time my test period and free CNS had expired and they wanted another $199 to get my system to where I needed it to be. That’s more than the software cost originally. I am a single user so my business will not die because of this failure, but it sure would have helped if they had really provided me support and real documentation that gave me a path, or worked with me..
If anyone reading this can give me a clue on what is the process to cure my problem, I would appreciate it. The error message from ACT! Link for Pocket PC is “Attention Required. No database is associated with this device. Please check your settings and try again.” I have found nothing to direct me to associate my only database to the iPAQ.
CJ-
Hope you don’t mind…I edited your post… she was getting looooong
Also, for anyone reading this, post with this in mind…The whole world is watching you
Don’t let this deter you, just be professional, make your point, and then wait for a response. I appreciate those who feel the need to vent, but it doesn’t get you an answer any faster.. One other thought, if you have a complaint consider also sharing a positive. “I don’t like ACT support” coupled with “at least there were 3 people involved in getting me an answer”. Deal? Deal.
Ok, moving on…
I don’t like the bundled software for syncing with Pocket PC products. The Palm Link is fine, but not always so simple on the Pocket PC. I recommend a third party, all they do is sync databases with ACT (even wirelessly!). You can now even sync the ACT Software with the iPhone. It is a product by CompanionLink software. The money spent on this product is worth avoiding the headaches you’ve had thus far. They even have a trial. If you want to purchase it, I’ve made a deal for you to save a few bucks using the following promocode: BC6976
I think you need to pick your battles. Sage is not a handheld software company, they have a paid product that works pretty well, but at least on the Pocket PC side, the “included” software needs improvement.
Hope that helps.
I emailed a week ago about trying the 30 day free trial on ACT 2007, considering moving from 6.0 to 2007 or 2008. After evaluating for several days, watching my machine run slower and continuing to discover fewer items actually migrated than orginally thought (like all the emails I send clients and attach them to their records are not there). I’ve talked with my staff and we feel that 6.0 is still doing a great job. I figure I can get at least three more years out of 6.0 before I buy a “Vista” machine (Will 6.0 run on Vista?) and then I will either move up to the new ACT or there will probably be something new from someone else that will capture all the unhappy customers that have been dealing with the ACT mess since 2005. For now we’re sticking with 6.0. have fun with the new stuff and I’ll check in from time to time..I will be anxious to see how good or bad 2008 is received.
CJ,
I ran into this challenge with Outlook BCM at a client recently. My preference would be to back up ACT! and Office data, do a manual uninstall of ACT! and Office then reinstall Office first the ACT! both using Selective Startup mode. There are Knowledgebase articles for both of these processes. In our case BCM or another program blocked the ACT! Outlook extensions from installing properly. I did install ACT! 2007 using selective startup so the problem was most likely from the Outlook/office side. You could also try to back up the BCM and ACT! data, uninstall BCM and manually remove and reinstall just the SQL install portion and see how ACT! runs. If this doesn’t work you can always uninstall both as mentioned previously. As for synching with Windows Mobile devices (or palm) my recommendation too is Companionlink. The ACT! Link for Pocket PC is moderately ok for basic compatibility but Companionlink is much more robust and works with all kinds of handheld devices whether Palm OS or Windows mobile. Also, if you upgrade handhelds most likely you will still be able to use Companionlink on the new device too. They are also very responsive to supporting new handheld models that appear on the market.
tkabes-
Thanks for the feedback. As mentioned, take care when migrating from 6.0, glad you took the time to test it first. I have an unpublished ebook that helps people prepare their ACT 6 (or earlier) database for the latest version, it hasn’t been for sale because I’m concerned that people will think purchasing the ebook will make their migration go swimmingly.
As stated, it is appropriate to hire a professional for these matters.
ACT 6 is no longer a supported product for Sage, however I have heard people getting ACT 6 to run on Vista, however it doesn’t work with Word 2007.
tkabes,
I would recommend making sure that you do regular backups and database maintenance to keep your database in the best health as possible. Get the name of a consultant now that has a track record of doing ACT! 6 migrations now as in 3 years the program will turn 8 and will be increasingly harder to find someone that is qualified to do the migration. The last ACT! 6 migration that we assisted with was one that that their hardware wasn’t old they just had expanded their datastructure beyond what it could handle in terms of size and were getting flaky errors… Microsoft and others will release software patches and updates over the next 3 years and beyond to fix bugs and improve security. Any of these patches could potentially break something that did work previously. This is why its better to migrate to something newer when things are still healthy and not after they become damaged or corrupted even though it may feel “Safer” to not upgrade.
Frankly, I’ve detested every version of Act! since Sage took it over. As a computer consultant, helping customers get their system working, I’ve rarely seen a more bloated, anti-helpful set of ‘upgrades’ from a software manufacturer. I haven’t even touched the 2007 and 2008 ‘trials’, not after the sour experience of 2006.
I’m also not happy that the datamgr error messages with Act for PalmOS hasn’t been fixed - in two years of knowing about the problem. Sage points the finger at Palm, Palm points the finger at Act! not being programmed correctly. Neither offers a fix.
I doubt that Sage will receive any more of my, or my customer’s, money, unless they start making a serious effort to make products that work without following the Microsoft “More Memory! More Processor!” mantra.
Troy-
I can understand your frustration. Many upgrade users have been frustrated by various aspects of the product since 2005. I think it has more to do with expectations. People (like yourself, perhaps), weren’t expecting the new version to require additional resources, or other requirements. That is the value of an experienced consultant.
The truth is, small businesses need a contact management solution, it just happens that solution involves software. And every software has its issues…yes other contact managers (and CRM software’s) do as well. Yet the solution is incomplete without knowledge, product knowledge, and linking the knowledge meaningfully to a problem, you get a solution.
Your bad experience is unfortunate, but, if I might, your experience builds value for your customers who hire you, to redirect them, to avoid pitfalls. As for the palm sync issue, consider the CompanionLink solution mentioned in the post about