I have been a strong supporter of Odoo for years, and I truly believe it has the potential to be the best ERP system for modern businesses. Unfortunately, my experience with Odoo’s support team — especially in the areas of customization, upgrades, and communication — has been extremely disappointing.

For more than a year, my company has been trying to launch our website and finalize several critical modules that require minor customization and local integration. What we have faced is a continuous cycle of:

• Lack of proper support when customizations are involved

• Upgrade difficulties whenever even small customizations are present

• Poor communication from support teams

• Absence of a dedicated team who can actually handle customizations and commit to timelines

• No clear project ownership or escalation path

• Repeated delays with no accountability

• Unresolved issues related to local regulations and integrations with country regulatory bodies

These issues have caused serious delays to our operations. After more than one year, we still do not have a fully functioning website or the necessary local compliance features working through Odoo, despite repeated attempts through the official support channels.

I want to emphasize that we chose Odoo because we believed in its long-term potential and flexibility. However, the current support model feels insufficient, especially for customers who rely on Odoo for critical business processes and require even basic customizations.

This message is not to criticize Odoo as a product — because the product can be excellent. It is a request for management to intervene and improve:

• The responsiveness and capability of support teams

• The upgrade process for customized databases

• Communication and accountability

• Handling of region-specific requirements

• The availability of qualified teams for custom work

As a customer who has invested substantial time, money, and trust in Odoo, I am requesting that Odoo senior management look into this matter and provide proper escalation so that companies like ours can move forward without another year of delays.

Thank you.