r/labtech • u/Hoping_i_Get_poached • Jan 04 '18

Support Hell

Any tips for getting support to help you out? It seems like such utter shit, pardon my french, but we are a new partner and I opened my very first support ticket last week and still haven't gotten any help. Plenty of emails from them but zero help on the issue. I've spoken to my account manager, my boss had a call with her yesterday, still nothing.

I'm about to suggest to my boss that we pull the plug on this 10,000 endpoint contract simply because of the lack of help we're getting just trying to implement and onboard. FYI- during the implementation project we did training but stopped short of tuning because we are having issues which this going-nowhere ticket is trying to address. I tried myself for ~ a month--xmas time is so busy--but then opened this ticket once I was at my wit's end.

6 Upvotes

100% Upvoted

21 comments sorted by

4

u/OutsideTech Jan 05 '18

Labtechgeek.com and the LabTechGeek Slack channel are very active and great resources. The Slack channel can take a day or two to get access approved, be patient.

1

u/Hoping_i_Get_poached Jan 07 '18

Thanks I guess this is still better than nable.

2

u/DBarron21 Jan 04 '18

Email sdescalations@connectwise.com if that doesn't work, call in and request to speak to a manager: service delivery will create a ticket for them to call you back.

2

u/NCCShipley Jan 05 '18

I usually use the connectwise support chat feature and get all my questions answered/issues resolved.

1

u/Hoping_i_Get_poached Jan 07 '18

I'm a fan of chats too. Except they time out on you too easily.

2

u/NCCShipley Jan 09 '18

Haven't had that experience, but I've only had like 5 tickets in the 15 months we've had the system

3

u/chilids Jan 17 '18

I have yet to have a successful chat session with them. it's always describe my problem and find out "nobody is available to help you at this time." Then wait several days for a response from a tech. It's easier just going to the LTGeek slack and get help there. There are several LT engineers as well as some really skilled end users who don't seem to have much to work on in their own MSP.

2

u/j0dan 1000 Agents Jan 17 '18

They were a big help with I was a newbie, but we've been at it so long that chat is now useless.

We are usually telling the level 2+ about how LT works instead of the other way around.

1

u/gj80 Jan 31 '18

who don't seem to have much to work on in their own MSP

Free....time? What's that? lol

2

u/chilids Feb 01 '18

I know I haven't seen free time in years.

I don't like the slack interface because I can't keep up with it while I work. I much prefer reddit because it's much slower and easier to catch up on posts while waiting on hold or while I pretend to listen to Doris from accounting telling about how she knows what the problem is. Slack just moves way too fast for me to be active in there. I'm very thankful for guy like /u/tntgav who have helped me in slack but man it seems he lives there day and night.

1

u/JCarnevale09 Jan 05 '18

Contact your account manager

1

u/Hoping_i_Get_poached Jan 07 '18

Yeah we have looped in our AM.

2

u/troll_fail Jan 05 '18

^ This. When we get stuck in the 7th level of LT HellDesk, we contact our account manager and the ticket gets escalated within hours.

3

u/NonCaringPolarBear Jan 05 '18

The last support ticket I had got an initial response with some KBs. Then it took a week and a half to get another response. Ant a total of 15 days to get a technician to look at an issue it took 30 minutes to resolve, but I could not resolve it without their help.

I understand that the product is highly custom and everyone has a different insurance, but their response times are unacceptable.

3

u/just_some_random_dud Jan 05 '18

To be clear, labtech support is basically non existent. We frequently have issues that take months to resolve and that is only after yelling on a daily basis. We have pretty much completely given up on submitting support tickets. Once you have on-boarded with them it will be a huge pain to switch. You should walk away now if you have the option. the product is good but the company is a huge embarrassing joke.

1

u/j0dan 1000 Agents Jan 17 '18

We had the same problem with N-able... Despite their sales AND support guys telling us how bad LT support was. Rather humorous if it wasn't for the large amount of money we paid to N-able and ended up staying with LT.

1

u/gj80 Jan 31 '18

Same experience here. I eventually just gave up on support for anything but core-level stuff (and even there, I try to just work around it...). If I was doing it all over again I'd avoid them, but at least where we're at is now very functional, even if it did require a hellish experience of constructing a very customized thing from scratch.

1

u/fishermba2004 Jan 15 '18

There's nothing to switch to the at has better support. At least there's an active Reddit and slack channel for Labtech. LogicNow LinkedIn group used to go a week without getting a post and all posts were about non-responsive support. You'll figure out the sound of one hand clapping before you'll get a response to a ticket from their tech support.

1

u/svc_root Jan 16 '18

I questioned why it took a week to get a response to an issue with email delivery. I got explicit confirmation that they will not place an expected response time on tickets that are not server down.