MLS Librarian Support

[dastrix]

Does anyone else seem to have difficulty getting through to MLS support for Eclipse.

[FN-GM]

Yep its always a pain!

[dastrix]

I thought i was on some sort of banned list, clearly not then

[FN-GM]

Its something they really need to sort out. I wish I never got involved with them.

[timbo343]

They used to be ok until capita took over them.

[synaesthesia]

Exactly this.

[jb2201]

Had a dysfunctional library system for over a year due to the support. Its always been a nightmare since I first tried contacting them, not really acceptable. The final straw was telling us that part of the system is not compatible with our infrastructure after giving us training using the same system and assuring us everything would be absolutely fine. We ended up giving up and not renewing, I don't like to bad mouth companies but it really turned out to just be a waste of money for us.

[dastrix]

The problems we are having are only after we upgraded to web version

[Sam_Brown]

Only had to deal with them once. I ended up waiting in the queue for 90 minutes before finally getting through being told they'd raise a ticket and that someone would phone me back. No one phoned back.

[MLS]

Hello Everyone,

 

Colin Lloyd Customer Services Manager at MLS. My sincere apologies for your experiences. Does not make great reading. Please contact me directly, I'd be very grateful for opportunities to assist everyone I can.

 

0161 426 1324 or 07809195779

[synaesthesia]

I think it's both worrying and telling that this isn't the first time people have had reason to moan about support on here.

[AlexB]

In their defence, we had several setup issues and a few others over the years and I never found their support lacking.

[dastrix]

Yeah I have to agree the support is good, the problem appears to be getting through and responding to us

[laserblazer]

They charge enough for the support

[AlexB]

Ah, never done that bit, I'm always the end of the line after Library staff haven't been able to do what MLS support needed.

[MLS]

Hello again. Hope you are all well and not too snowed under as the new school year begins. Just wanted to let you know I am around if you need me at this busy time. We have extra support staff in place this year and we have even taken on on temps for student import support. They are a dedicated team and we have given them their own phone number to increasde capacity on the phone sytem. Having said that we still expect queues for the iniital few days as we do get a 5 fold increase in service requests. We have also built a student import wizard which also covers MLS connect (Group Call) trouble shooting. If your librarian hasnt recieved our email then you might want to pass it on. The link is here:

 

Micro Librarian Systems : User Area Log In

 

 

Colin Lloyd

 

MLS

[Davit2005]

OMG, I saw this and the memories started flooding back.

 

We had no issue getting through to support before they were taken over by Capita, the only issue we had was getting the problems sorted out.

 

We seemed to be the test pilots up to and including Eclipse when it came out. I remember the days I was on endless support calls and everyday sending error and log reports.

 

Thankfully I got on quite well with the librarian but I'm glad I don't have to deal with it anymore.

[tj2419]

Have to say last year it took over an hour for someone to answer the phone to us.

 

This year massive improvement they have a dedicated line for intake issues. Called, answered within 2 minutes opened a ticket and sent over logs and have had a reply with how to fix the issue within the same day.

 

Very impressed this year.

[witch]

..I'll be back tomorrow and start thinking about importing the new year's intake and binning the leavers.

Hopefully it will work..still having issues with thumbprint thingy though

[Edu-IT]

I've got an issue or two. Logged emails. Hopefully be simple fixes.

 

What version is the Silverlight thing now, the latest?

[markberry]

This has to be one of the worst school systems I have come across in the last 14 years. The demo at BETT looked great, the reality looks somewhat different once it is installed. The support is terrible. I've wasted days of my life on the phone while someone dials in remotely to try fix our system only for it to still not work properly. The product seems like different products written independently without proper integration with other parts of the system. Absolutely no proper support for enterprise Active Directory integration or SSO.

 

Loads of promises made by Colin Lloyd when we had the problems, still waiting for him to deliver on what was promised to us.

 

1 year on and we still don't have the product we saw at BETT and don't think we will ever see it working in our school.

[david_1152]

My technician reports he's wasted 3 hours of his life on hold to MLS support, I've just sent him Colin Lloyd Customer Services Manager at MLS's number listed above. Lets see if we can get our broken Library system currently recording book loans on pieces of paper, working today.

 

Dave

[victory2015]

having loads of issues with this system this week, my poor librarian is pulling her hair out!

[Disease]

I contacted MLS support last week, an hour sat on hold is not acceptable, I have better things to do with my time.

 

On a positive note, once I actually got through the support was great and the sent me instructions on how to fix the problem.

[kennysarmy]

We use it here.....sigh....