Eight out of 10 manufacturing firms say faulty computer systems have increased their costs, according to a survey by computer dispute consultant FMC. And 20% say suppliers have left newly installed systems with problems that have taken more than a year to fix.
The survey of 300 manufacturers with a minimum turnover of £2m saw heavy criticism of computer suppliers. Up to 40% of those surveyed said they would not buy again from the same supplier.
Sixty per cent had to call back the supplier to fix or replace all or part of the system. Thirty-four per cent reported problems getting their supplier to fix the problems with 13% using an alternative to complete a job.
One in five firms said their systems were still not working satisfactorily more than a year on. Just 3% called in solicitors.
‘This survey shows that users have to be more aggressive with suppliers who deliver sub-standard systems,’ said Keith Salmon, co-chairman of FMC. ‘Many firms are putting up with highly damaging problems, yet apart from vowing never to buy from them again are reluctant to pursue poor suppliers for damages.’
The survey showed that accountancy software houses Sage and Pegasus are the leading suppliers of software used by manufacturers, the two firms accounting for 60% of the applications software installed by the firms surveyed.