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?