With overwhelming response to our feature story, Agents Up in Arms: MLS Conversion Turns Ugly in Dallas, Real Times learned that MLS data conversions are just as disastrous nationwide. Agents in Toledo, West LA, Orlando, Naples, San Franscisco/Oakland, and Cape Cod among other regions are just as unhappy with the poor performance of their systems, inadequate training and outdated or inadequate equipment as their hapless Dallas comrades.

And Moore Data Systems isn't the only culprit. Other systems are equally reviled by Realtors, as reports of problems with GTE's System 4 and Interealty circulate the nation.

Doug Payson, president of the Cape Cod & Islands Association of REALTORS® and its subsididary the Cape Cod & Islands MLS, isn't laughing. He maintains that he is not a confrontational person, but is looking forward to voicing his complaints to Howard Latham, Moore's president and general manager, in a meeting this afternoon in Atlanta.

"The major problem with our MLS installation has been the phone lines. Bell Atlantic has an antiquated system," explains Payson."We are upset with Moore because we informed them months before the installation that the phone lines would be an issue that they would have difficulty."

"They have been slow to respond to our pleas for help," continues Payson. "The members haven't been able to log on and they are furious!"

"The problem with Moore has been one of communcation."

"Converting to MLS Explorer would solve the problems with the phone lines, but the problem is that the Maestro system has to come on-line, and then there is a 60 to 120 day stabilization period and we can't add the software overlay, MLS Windows much less Explorer until the system is stabilized."

Karen Stefani, principal of Sold by Design, an Internet consulting/marketing service company for real estate agents claims, "The system we have and what Moore demonstrated are totally different ones. What we have works like a DOS system. It is incredibly antiquated."

"There are all sorts of rumors floating around; such as the Board of Directors chose the older model software to save $$. The program we were shown during the demo supposedly is another $450 - $500/per unit. Petitions are pouring into the Association, to get rid this system."

Payson denies the charge. "We bought what we thought was the best."

"My personal experience using the system is that the lines are busy; or you get bumped off in the middle of research then have to start all over; printing listings takes forrreeeever; errors/error messages appear at any time (buggy); the system itself is slow and lastly, you have to have a "live" connection to check listings (no downloading ability)."

"I used to be able to have buyers peruse listings in the car, at a restaurant, or a showing, etc."

Stefani warns, "There is going to be a meeting, with Moore Data, on February 25th, which I will be attending (along with, I'm sure, hundreds of others)...I hope the Moore representative is wearing a bullet proof vest!"

Even supporters of Moore Systems, admit a rocky conversion. Albert S. Veltria director of the New Jersey Board of REALTORS® says, "An MLS conversion is a complicated issue especially when you're trying to convert data from many MLS's into one. There are bound to be glitches...most of the problems I have seen were agent-generated. Many agents state "this system stinks! It doesn't work like the old one". That's because there is a learning curve with every new system."

"We not only changed systems but our Board was so divided that 80% went to one system and the balance went to another. The larger number of Brokers went for the Moore Data System...the others went to Interrealty's System. I have talked to many Realtors using both systems and the concensus of opinion is that Moore's system is easier to use."

"I think all the hubub will die down soon. Anyway, I think we will have an internet-based MLS soon," shrugs Vetri.

But Stefani isn't buying it. "It appears the committee who choose this system either: a) didn't have a clue, or
b) was sold a bill of goods."

"After sitting on the phone for a total of 50 minutes to Moore's Customer Service Monday, I learned that a new version of PC Access software became available 2 weeks after the launch of the new system and a good many of us purchased the old version!"

"Someone mentioned to me the they were thinking of getting a group together to force the Association to get rid of the system. Maybe the agents on Cape Cod would like to gather with the ones in Dallas, to throw a "Boston PC Party!"

Are the MLSs at fault?

Stefani's searing opinion brings up an interesting point - how much blame do the associations share in conversion problems when they deliberately purchase antiquated hardware and software for their members in an attempt to save money? If Moore and other information system service providers show their state-of-the-art products during sales presentations, do the boards ask for demos of less then "Stellar" programs before they buy?

David Knox made the observation during an Agent News interview that MLSs are going out of business because they cater to the "bottom feeders." With a substantial learning curve no matter what system is introduced, MLS organizations are mistaken to listen to the old war horses who don't want "real" change, or to the marginal Realtors who are barely making enough money to cover their dues.

"The MLSs should be listening to the most successful REALTORs," says Knox."not pandering to the ones who are on their way out or barely making it."

Gary Edwards, technology consultant, believes that local politics and the vain attempt of MLS organizations to retain proprietary hold of listing information are other factors which poorly serve real estate association members.

He says, "The local MLS's couldn't handle regionalization even though the client/server technology for doing so has been around for ten years. Now we have browser/server systems available and the opportunity has moved from a regional level to a national level. The same knuckle dragging luddites that couldn't put their politics and petty territorial concerns aside to serve the best interests of their members, are not going to be the enterprise service providers in the global marketplace.

John Adams, principal of UpDesk Systems has a company that makes an appointment directory software which works with MLS systems. Stalled by the system problems in Dallas, Adams is unable to deliver software to his large Dallas broker clients until Moore fixes the bugs in the system.

"The information fields are not populating properly. That is a programming error that has nothing to do with the speed of the equipment or the end user," explains Adams. "Many REALTORS® have administrative assistants who input listing information via a computerized form. They have more expertise in putting it in, so it is not a matter of a typo, it is a matter of the field not showing up in the right place. The data doesn't get registered in the proper location. The search engine is stressed and will not give information, because it is processing more data than the it was designed to handle." "Apparently they have racehorse software on top of old nag hardware."

Dabney Tompkins, the Dallas MLS delegate to North Texas Real Estate Information Systems and beta tester of the delayed-once-again MLS Windows said, "We looked at service providers for a year and a half. There was not one that jumped out as the perfect solution. There would have been problems no matter who we chose."

"That is one of the reasons NTREIS hired Beverly Faull as CEO. She had overseen a similar Maestro conversion in Arizona."

A lot of the people who are complaining now are the same ones who hated the Stellar system when it was installed in 1992," remembers Tompkins. "We had so many problems when we installed we almost got into a lawsuit with Interealty."

"Of course we looked at other systems and we asked other associations what kind of problems they were having. You see your buddies at conventions and so forth and you talk. When Northern Virginia did their conversion with GTE, it made ours look like a piece of cake."

"When you install an MLS system, you fine tune it over the years and it becomes a "mature" system," says Tompkins. "One of the things I have learned is that it is very difficult to go from a mature system to a new system."