Stay away from ConnectWise, they are not the company they used to be
January 31, 2020

Stay away from ConnectWise, they are not the company they used to be

Andreane Gagne | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Manage

Before considering ConnectWise, make sure you read the recent reviews and have a look at the Bureau of Better Business Practice where you will see a lot of unanswered complaints from clients who cannot close their accounts. ConnectWise used to be a good product but it is no longer the case. The product is not updated and very bogus, same for documentation. Support is basically non-existent. We had support request elevated and unanswered for over a month. As with many other customers, they told us we would have a free 3 months trial period (even thought there are still considerable costs for implementation and the ridiculous ConnectWise University) they now refuse to close our account. Setting up an account was supposed to take under 48 hours and instead it took 10 days! We have now moved to a competitor and are so happy about it even though it will probably take us a lawyer to be able to close our account with ConnectWise after months of painful and costly implementation.

Pros

  • Pre-sales.
  • Screen connection.

Cons

  • The product as a whole.
  • The support.
  • It has been a complete waste of time and resources.
Any solution is better than ConnectWise at the current state of this company. We chose Pulseway. With them, we have a great easy interface, and awesome customer support. We can buy our licence ourselves. The price is on their site as opposed to competitors who hide their price and you need to go through them to get a quote. Deployment was super easy and took seconds as well.
Please have a look at the complaints and the most recent and likely reviews. Note that you cannot buy a license for yourself, you have to call them and buy in bundles of 25. In our case, it took over a week for them to give us extra licenses. Deployment is painful and there is no support.

ConnectWise PSA Feature Ratings

Organize and prioritize service tickets
1
ITSM collaboration and documentation
1
Ticket creation and submission
1
Ticket response
1
External knowledge base
1
Internal knowledge base
1
IVR
1
Email support
1
Help Desk CRM integration
1

Evaluating ConnectWise Manage and Competitors

ConnectWise Manage Implementation

It was a real pain to implement. Deployment took months. We switched to another product to find out that Pulseway can be deployed in minutes.
Change management was a major issue with the implementation

ConnectWise Manage Support

The support is very bad. They do not know the product and the documentation is outdated. A ticket can take over a month being escalated and still remain unanswered.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response

Using ConnectWise Manage

ProsCons
None
Do not like to use
Unnecessarily complex
Difficult to use
Requires technical support
Not well integrated
Inconsistent
Slow to learn
Cumbersome
Feel nervous using
Lots to learn

Comments

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