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Systems Management Question


KACE renewals/sales

02/01/2017 1765 views
Has anybody had any success in speaking with Quest for license renewals or sales in general since they took over KACE? I have been struggling for nearly a month now to get actual usable information from them. We are currently sitting on old unsupported software/hardware that has been out of date since prior to me being here and are looking to refresh. 

Calling them? No one answers the Sales or the Renewals lines. At all times of the day I go right to voicemail. We did manage to get a rep at some point, and I have his email address. It takes more than a week to hear from him via email, and his previous email (9 days ago) was really just apologizing for the delay but providing zero pertinent information. I immediately sent a reply asking for a clearer more complete quote so I can push it up to purchasing whole rather than trying to explain having to add $2,500 to it because he didn't feel like it was important enough to put on the original quote. 

I called the operator, who "can't transfer me anywhere without a name". I asked to speak with a sales supervisor, she could not transfer me. She wound up just handing me off to tech support, who of course just sent me over to sales where I left my 10th message.

I have never had so much trouble spending so much money with a company, my concern at this point is once we drop the $xx,xxx.xx will we ever be able to get support if need be?

Anybody out there in the same boat? 

Can anyone out there tell me if all of this is worth it with KACE under Quest? Maybe I should just scap the plans and start finding a replacement? I never, ever, though I would say this but I am starting to miss calling Dell. 
Answer Summary:
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  • As a follow up to anyone wondering, I have still heard NOTHING from Quest on this.
  • We are in the same boat and are looking into other options as well. It is very frustrating.
    • Yeah, unfortunately the sales and renewals department are lacking big time. Once I was able to involve some higher up management I finally got traction and was able to move forward. I wound up needing to involve management in almost every correspondence in order to get a reply, simply replying to the rep without a Quest managers address attached was not enough to get responses.

Answer Chosen by the Author

1
Hi Eric,

I apologize for the lack of response from our renewals group.  Since the divestiture from Dell, the renewals group has been backlogged with renewals requests.  I'm trying to find your contact information in our database.  What company are you actually part of so I can try to find your information?  Thanks!
Answered 02/01/2017 by: KACE_Irwin
Second Degree Brown Belt

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  • Irwin, I did reply with company name but it was removed. I am not sure if you were able to see it prior to it being removed or not but hopefully you can find me.
    • I saw it and then removed it so no one else could see it. I forwarded your information to the renewals group with this thread.
      • Very good, I was only going to leave it there for a little bit before removing it myself. Thank you for that.
      • Irwin, I have still not heard from ANYBODY at quest. I'd love to speak with a supervisor, but as my only known contact at Quest does not answer his phone or reply to e-mail I have no way to escalate. Operators will not assist with transferring without a name, and the sales general number takes me to a very generic voicemail box that no one seems to check.
      • Let me follow up with the contact I passed your information to.
      • Looks like you should be receiving an emial communication soon. Please let me know if you don't get an email from us. Thanks!
      • I received the email. Thank you for your involvement in this Irwin.

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