How do you disconnect RE from Luminate Online

Joanne Felci 2

Hello!


We are hosted and previously had RE/LO set up but our Luminate site is now expired.  We are not able to merge records because of the Luminate connection that is still there - RE is looking for our Luminate site that no longer exists.


Does anyone know how to sever the connection?  I tried a knowledge base search but it brought up self hosted information

J Baumann

I had this same experience last year; we hadn't paid for or used Luminate in 4 years.  You actually have to have Blackbaud  disconnect you from Luminate - and, of course, they charge you for that.  It cost us 3 hours of their consulting time - about $3,000!  Good luck!

 

Joanne Felci 2

Thank you so much for your response and the heads up.


I'm so sad and sickened by Blackbaud.


I have been the advocate for them at my organization and honestly I'm almost ready to just walk away.


I know they have a lot of good people working there and they work hard.


But they make it so hard on their customers.


They spout this 'crap' about wanting to help organizations do social good and making things easy.


BUT they make it super difficult and not just nickel and dime you but hold information hostage for thousands of dollars.


How their management can live with themselves I'll never know.


I've worked for large for profit organizations before and I get it. You are in business to make a profit, of course.


You reorg constantly and do not communicate this with your customers


Your various departments do not talk to each other which also leads to misinformation or non information.


You have one part of the organization tell you one thing then another part tell you something else and a third yet another conflicting message.


How about this - you want to make it easier on organizations to do social good -  have ONE account rep assigned to each customer and that person coordinates the entire solution they have. And when 6 months or a year or how quickly your next reorg happens and this person is replaced you send a communication to your customer letting them know of this change.


We have RE7, NXT, Luminate, BBMS and navigating through all the contacts, conversations and lack of communication, never mind the conflicting messages, over these last 9 months have been a horror. 

Crystal Bruce

Hey Joanne,


Thanks for bringing this to our attention and for your feedback. Your experience is certainly not one we strive for with our customers. I'm contacting our teams to make sure this is addressed. We do value you as a very, very valuable Community member and hope to get this resolved asap!



 

Joanne Felci 2

Thanks Crystal!


I do appreciate your kind words and you stepping into help.

Marcy Burnham

We are having the same challenges.  I too advocate with my team and feel like there are barriers to success that feel counter intuitive.