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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.
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Comments

  • can you send me an email with the affected SR since I am really interested in this issue.
    Currently we have a few issues with the transition so this happens (which really should not) but we are working on this.
  • Michael4732, please see the answer I posted to this thread for info on getting this escalated. I will personally look into these issues for you. My email is listed on my profile, so feel free to reach out that way as well. Thanks!
  • Yes, I am having terrible issues. Today they contacted me back after blowing me off yesterday about one issue and it was like they totally forgot that I spent 8 hours on a webex with them walking them through reproducing the bug in their test lab. They were supposed to relay their findings to the developers but appears they forgot about all of that.
    • 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!
      • Not seeing your email in the profile
      • Should be visible now.
      • sent
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  • I have noticed that support is quite a bit slower to respond now. Given adequate time and a patch should resolve the issue :)
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  • I would like to ask if anyone can direct us to the proper channel to speak about renewals and perhaps they could speak to the future of the K1 & K2. I am on the fence on renewing.
  • I hate to bring up an old discussion but I am having difficulty getting Quest support too. Just like the OP this has happened to me two days in a row on SR 4205493: "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 also requested Andy Flesner be informed. This SR has been open since February 9, 2018 (3 months).
  • Theres support?

All Answers

1
This seems to be trend lately with Quest.  I have had nothing but problems with Quest support and I have never had any support issues prior to the sale.

I am afraid if Quest support does not get their act together they might lose a lot of customers.
Answered 03/16/2017 by: bozadmin
Fourth Degree Green Belt

1
We had three issues (EMEA) and two of them were answered within minutes and fixed after one day. One issue took longer, but the phone contact and webex session was ok.
Answered 02/01/2017 by: aragorn.2003
Red Belt

1
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!
Answered 02/01/2017 by: airwolf
Red Belt

0

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!

Answered 02/21/2017 by: jfrost
White Belt

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0
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.
Answered 02/22/2017 by: scarpent
5th Degree Black Belt

0
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. 
Answered 02/27/2017 by: tramiksim
Fourth Degree Green Belt

0
I have the same issue, I hope someone visit this thread.
Answered 02/01/2017 by: excellws
White Belt

0
Support? Man, I've been trying to talk to sales for a month. I am beginning to miss calling Dell, at least they'll take your money, I can't even get Quest to give me a proper quote. 
Answered 02/01/2017 by: wighte
White Belt

0
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.
Answered 02/28/2017 by: dtobias_keenan
Third Degree Green Belt

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0
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. 
Answered 02/03/2017 by: bergthommy
White Belt

0
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.....




Answered 04/10/2017 by: phillybits
Orange Senior Belt

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