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KACE Product Support Question


I refuse to let Quest technical support back on my K1000

06/28/2017 1068 views
When did technical support for the K1000 get so abysmal? I'm actually afraid to allow Quest access to troubleshoot my K1000. I opened a case to troubleshoot an ongoing handshake issue with a host. My technician would not respond to my emails or voicemails for 6 days. Finally called in to ask to have my case escalated and changed to a different engineer. Was happy when it got raised to Severity 2 but they gave me the same engineer to work on my case. At least he would now get on the phone with me.

Getting on a WebEx was eye-opening but not in a good way. He never addressed my initial issue and just started poking around at other non-related things. He wanted to change production schedules and labels and he seemed like it was his first day on the job and he was using my K1000 to beta test his work. I ended up killing the remote session because I was terrified he would break something.

I'm sorry for the rant but this has me beyond angry. Our old account manager that we could funnel issues to used to work for Dell but I'm not even sure if he can help me with anything now that KACE was taken over by Quest. 

Has anyone else gone through this with Quest?
3 Comments   [ + ] Show comments

Comments

  • I couldn't even get them to respond to me for our license renewal.
  • I tried to purchase a KACE Health Check and have not heard from anyone in about a week.

    When submitting support tickets I have had better luck. They usually get back to me same/next day and will remote session with me in 1-2 days. Maybe you just got a one off?
  • My support experiences since the Quest purchase have been on par or better than they were with Dell.
    • I get the feeling that Quest really wants to breath life into the KACE product line. They are extremely active on uservoice. It would be nice to see some Quest guys commenting around here on IT Ninja. Haven't seen any yet.
      • http://www.itninja.com/user/Timokirch/activityfeed has been active lately.
      • I have seen both sides of the coin from support, so someone that clearly knew less than me, and I requested the ticket to be escalated and I have also had exceptional support when really up against it with issues stopping delivery of consultancy for Quest customers. I believe there has been changes but I can see the guys really work hard to make sure customers get support. If you need a healthcheck, just contact me directly and I can get you moving

All Answers

0
Andy Flesner has been with KACE since before Dell or Quest and he is still there. In another post about Quest Support he wrote: 
"The sale of Quest did not have a major impact on the KACE team, and we don’t anticipate any major changes in the near future. You should expect the same level of service you received from KACE prior to the sale. We are experiencing higher call volume due to the K1 7.0 and K2 4.0 simultaneous launches – as we typically do with any new release. I will personally look into any issue for any customer who has already posted in this thread or comes across it in the future. To get my attention, please add a comment to an open ticket you have with KACE support stating you'd like the issue brought to the attention of Andy Flesner, the K1000 Product Lead Consultant. You can also feel free to email me (listed in my profile). Thank you for your continued patience!"
"Please email me details on your open case (including the SR#), and I will look into your issue personally. My email is listed on my profile page. Thanks!
andy.flesner@quest.com
Answered 06/28/2017 by: RichB
Second Degree Brown Belt

  • He will eventually respond to issues. I emailed him directly once. Be aware he is swamped though and it took him over a month to get back to me regarding a K1000 database question.

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