KACE Product Support Question
Problems with Quest support
02/01/2017 2620 views
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.