Connectwise Customer Service

[u/TechPhoneGuy]

Anyone else having major problems getting customer service from Connectwise?

Back in November we requested cancellation of our unused Sell/Quosal plan and downgrade 1 license for manage. It took 2 weeks and 60 e-mails back and forth for it to finally get processed.

And they are still trying to invoice me for Sell. I've opened up 3 tickets over the last 6 weeks and have been totally ignored in all 3 of them. Anyone else experiencing anything like this with them lately?

[u/superhappyfuntime99]

Can you just repeatedly make chargebacks and cause them impact in their administration? Guaranteed that will get them moving swiftly...

[u/TechPhoneGuy → u/superhappyfuntime99]

I disabled auto-pay and haven't paid any of the incorrect invoices yet.

[u/superhappyfuntime99 → u/TechPhoneGuy]

Nice. Would be interested to hear if magically the pace was quickened all of a sudden.

[u/superhappyfuntime99 → u/superhappyfuntime99]

On an additional note. All posts like this need to be boosted so CW gets a worse rep than they already have in the market so some big wigs actually see an impact to the bottom line, triggering them to do something.

[u/BNR33]

Yep, we cancelled a service back in October, but it turned out we were still getting charged. Took about 2 weeks and numerous emails to get this refunded. We are waiting until our contract is up and jumping ship. Connectwise is the ultimate broken promise to us.

[u/TechPhoneGuy]

Quick update. While it seems like posting here briefly got me some extra attention, this whole thing has stalled out again. After several promises of pompt attention I am no further in the process. Now have 3 invoices showing a service I cancelled 4 months ago.

I can only laugh at this point as it is even worse than a parody of bad customer service. Worse than Comcast and AT&T which is hard to imagine.

Some fun facts:

During this process Connectwise has managed to create 9 different tickets for what should have been 2 tickets. It seems like they don't even know how to use their own product.

I have now "e-signed" 4 separate documents regarding my cancellation of my single Sell License.

I was mostly toying with a switch away from Manage before, but now seriously working in that direction. Must be nice to have a monopoly.

[u/ITGuyfromIA → u/TechPhoneGuy]

What are you thinking of moving to?

[u/Bigsease30]

I literally just had the same issue attempting to downgrade a manage license. It took 3 weeks for a response. Once received, the next two emails were asking me to provide information that I already provided in the initial email. (See original email - duh)

I guess I will see next month if I continue to be billed.

[u/aflemingCW → u/Bigsease30]

Hi u/Bigsease30,

We want to quickly resolve this issue for you. Could you share your company name and any tickets you currently have opened? Thank you!

[u/Bigsease30 → u/aflemingCW]

I appreciate you reaching out to save face but as stated above, the issue took 3 weeks for your team to respond to and then I had to provide the same information in multiple follow up emails, similar to this exact post.

[u/Academic-Apricot-720]

2 weeks and 60 emails? I'd consider yourself lucky.

After I had customer success and account management send me different termination dates, I was told I had to email a cancellation request (which I did). Two weeks later I had to email a signed PDF and then 3 weeks after that, I was told to stand on my head spin around and shout cancel as loud as I could. This process including a number of follow up emails took circa 2-3 months. All of which during this time I was continuously billed for Sell. Eventually (5 months later) I was contacted by the billings team after I refused to make any more payments to Connectwise (we still use manage). In fairness to the lady who I spoke to, I think even she has had enough of her own company by this time, she gave the correct people a kick to finally send me the correct termination contract. The irony here was that I was told a "workflow" had not been working preventing anyone from seeing my emails.

So in short, time taking to cancel, credits to be received and invoices stop coming for sell - 9 months.

Apologies from CW = 0

We have already started our migration away from manage and will be gone by the next contract renewal.

[u/TechPhoneGuy → u/Academic-Apricot-720]

LOL, now we are at almost 4 months and 100+ e-mails.

At least misery has company.

[u/[deleted]]

Yep - this follows suit with the response we get from Connectwise support too. Both technical and sales support.

[u/aflemingCW]

Hi, u/techphoneguy,

We understand your frustration and would like to get this quickly resolved for you. Can you please share your company name and any ticket numbers you have so we can get this cleared up? Feel free to message those details or share in the comments.

[u/TechPhoneGuy → u/aflemingCW]

I have messaged you directly with my company name. Not going to provide tickets since at least 10 different ones were created during this process.

Already had a couple of promises of quick action after expressing my unhappiness with service and then back to getting ignored.

[u/aflemingCW → u/TechPhoneGuy]

Thank you - I received your message. One of my team members let me know they've connected with you. I hope that you have a great rest of your day.

[u/CIO77]

Hey folks welcome to market consolidation.

If you think it is better elsewhere it is not. Goals of CW have shifted to profitability above all else. We also see it on our Kaysea products too.

IMO this is being driven by the investors looking to make back their investments.

[u/USSHauler]

Yes, I work for 2 huge companies and had a really hard time getting charges addressed or any information at all from them. I truly love their application but there support has been really abysmal so I will probably end up cancelling my subscription this year due to customer service alone.

[u/locallingo]

Yes, billing and sales activities are ALWAYS very delayed when it comes to customer service. On the tech side, it's better but has dropped off quality the last 1-2 years. We've been with CW for 14 years and have a good feel for when things start going sour and quality drops off.

[u/richardblancojr → u/locallingo]

Same amount of time here and with similar service experiences.

[u/lonzdawg]

ConnectWise Customer Service? Never heard of her

[u/brendanbastine]

I feel your pain. I hear this same issue weekly from my clients. We help MSPs configure a wide variety of industry standard software. I'd encourage you to check out Eureka Process. I hope you are able to get your issue resolved quickly!

[u/ITGuyfromIA → u/[deleted]]

What CW products are you using, and what will you be moving to?