Great product, lots of features, AWFUL support
April 28, 2022

Great product, lots of features, AWFUL support

Dana Friedman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Remote Support
  • Remote Access

Overall Satisfaction with Splashtop Enterprise

We are an IT support company. We have PCs, Macs, and some tablets and phones that require service. We have some set for unattended access, and we are available as needed for remote access to others.
  • Remote acccess
  • Ability to log session notes
  • Cross-platform compatibility
  • Billing for remote service will likely go faster and be more accurate
  • We have better Mac remote access support than we used to
  • Android remote service helps us too.
In my opinion, it's NOT EASY! They took days to get back to us, and when they got back to us there was no option for real-time communication. Those folks have a good product, and it's clear they're making a dollar. They can afford to spend a few bucks on staffing up, getting better people, and even some who speak and can write business-level English.
Yes - We had a vendor/partner suggest that we switch. I'd rather not say which product we were using before, as I like the company and do not wish to cast aspersions on them. I'll just say they are a small business and might be harmed by my saying I left them. Splashtop Enterprise does many things better than the other folks, but the other folks have some benefits that Splashtop doesn't have.

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A business's IT support team or an IT consulting firm would do well with this as a remote access tool. From my experience, the support is ABYSMAL. The support people clearly do not have full command of business-level English, and they seem to take several rounds of communication to understand the points of certain messages. In some circumstances, they understand the problem, but simply can't fix it. They have no phone access or real-time remote access support. Isn't that HILARIOUS considering they MAKE a remote-support product? If they could fix their support, I'd be MUCH more thrilled with them. The product and service are great when they work. God help you if you need help.