Has anybody else been having an extremely difficult time getting support with Kace since the sell-off to Quest?
Like many other's, I've had numerous problems pop up since upgrading our K1000 to 7.0 and have about 4 tickets open right now. For each of these tickets, I've gone back and forth with their support reps to set a day and time for us to have a call/Webex to work on the issues, only for them to never actually call. I'll sometimes get a call back a few days later out of the blue from the exact same person, completely oblivious that they blew me off and wasted my time a few days prior. That call will typically be spent going through the exact same basic troubleshooting steps that were taken when I first spoke to them, only for them to say that they need to escalate it... Sometimes I'll get no call, but an email update a few days later asking if my issue has been resolved and if I still need help....
More venting than anything, but if this is the level of support that I can expect going forward, I am probably going to be looking for a different solution. I've used Kace for almost 5 years now and love the appliance, but between the disaster that has been the 7.0 update and the support being practically nonexistant, I am about at the end of my rope.
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!
I am in the same boat as wighte. I cannot get them to talk to me to give me a simple renewal quote and I have been trying for over a month and a half. The one person that I can actually get ahold of is a receptionist for the main phone line and all she tells me is she doesn't have that contact information and to contact my sales rep directly. WTH?!?!?! This support is absurd and needs to really be fixed! ALL I WANT TO DO IS GIVE MONEY TO THEM!
Since Quest took over it has been one problem after another trying to get support. I had a tech who did not show for 4 phone calls and 3 scheduled Web Ex's without any explanation. I put in a ticket and they tell me that I am using a trial version- We have been on Kace since 2010 and I just renewed support for 3 years so NO we are not using a trial version. You put in a ticket and you cant even pick the correct version of the appliance you are using because they don't have 7 as an option, the same as their documentation or KB articles. Moving to Quest seems like it has been a huge mistake on Dell's part.
I have had similar issues. During a recent case I had open they stood me up for two separate prearranged Webex meetings. I have had two tickets where I've told my boss I am closing the case because they have no interest in helping us. Support has really gone down the tubes with quest.
Non-existent help for us over the past couple of weeks. Try to open tickets and we keep being told that the function to download software from the Portal or open tickets is down for maintenance. Try Chat and it's abysmal. Help through email or phone is usually done once per day and then I have to wait for someone to get back to me. Not at all impressed and am actively seeking a different solution.
Quest does not answer my questions either. Updated K1000 to the new version (7) with the result that computers check in, but we can not manage installations, no force inventory (error code appears). The agent version does not seem to make any difference.
Don't get me started. Nobody is monitoring the voicemail where you leave your information for a renewal callback and similar web portal requests go to an IT abyss somewhere where they never get responded to. This has been going on for about three months now.
I've even been piggybacking renewal requests on my technical tickets, and while the techs do try to get someone from that department, it never pans out.
It's almost as if Quest doesn't want to renew people.....
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