Comments on: Autotask vs. ConnectWise: Who’s Got Cloud?

By: Geoff Jones

Geoff Jones — Wed, 06 Apr 2011 14:56:45 +0000

Barry- I can understand your frusteration and cant say that I am suprised.

If you are ever interested in true hosted solution for your business please feel free to reach out to me.

Best of luck.

By: Barry

Barry — Tue, 05 Apr 2011 22:35:20 +0000

The ConnectWise support is the worst i have ever seen. So please choose anything else and you will be better off!
We are located in Sydney and for all Australian users you should not expect to get any decent support from them. You will get a lot of automated escalation emails, but that is about it.
Currently we have got a ticket which is stoping us from working and it has been escalated to “highest Priority”. Nevertheless it has been open for 7 days and still counting.
A mixture off unprofessionalism, laying, no account management, lack of staff and no support during Australian business house is never a great recipe.
I have now requested a refund on the ridiculous amount of money re have paid for an overly complicated application which has no support. Surprisingly we have not received any call back from ConnectWise!
If anyone from ConnectWise is reading this, the ticket numbers that i am talking about are.
Ticket#1305088 AND Ticket#1302777
I am hoping your system is good enough to bring up my contact details and hopefully someone will get in touch with me, although I will not be holding my breath.

By: Not_So_Happy

Not_So_Happy — Wed, 04 Nov 2009 00:51:01 +0000

Normally I would agree, but until this is resolved I have to remain anonymous. This was not posted on a whim, it has dragged on for months.

I did go in with “eye-side-open” as a number of other folks in the industry I spoke with rated Connectwise as the best, but also said it was a Love/Hate relationship.

I think they are suffering from success. Too often the marketing machine gets ahead of the infrastructure, hopefully they will catch up.

By: Joe Panettieri

Joe Panettieri — Tue, 03 Nov 2009 21:58:30 +0000

Not So Happy: We welcome reader feedback but anonymous stuff like this is tricky. Readers who aren’t happy with a specific vendor should be sure to disclose their name/company so that we can be sure the feedback is legitimate.

By: Not_So_Happy

Not_So_Happy — Tue, 03 Nov 2009 21:22:05 +0000

Sorry for all the typos, outrage makes my hands shake.

By: Not_So_Happy

Not_So_Happy — Tue, 03 Nov 2009 21:20:41 +0000

Have to says sales is there strong suit. After the slick sales cycle you are left dazed and confused as you muddle through a vauge installation on “go-live” process. They cash the check abd start the monthly fees before you are even setup. And forget about support. We have yet to have a support issued resolved even though we get nice emails saying we are important and the issue has now reached level two. I would think level two support would involve a phone call.

As far as the outage goes, we had to thell then we were down. No notice, appolgy, or refund. We still get random crashes even though we have been moved to a “new” server.

I am glad I signed up for the 120-day money back promise, we are ready to pull the plug.

By: Joe Panettieri

Joe Panettieri — Wed, 28 Oct 2009 02:14:47 +0000

Hey John: Sorry for my long-belated reply. Out at a family event tonight and was also awaiting an official reply from ConnectWise. You'll find our initial coverage of the outage here.

By: John Smith

John Smith — Tue, 27 Oct 2009 17:18:04 +0000

The CLOUD connectwise has gone down for 2 days in a row, and left us with no answers for hours while they tried to resolve “hardware” issues. We thought that CLOUD computing is virtual and doesn’t rely on hardware. A company such as ConnectWise should NEVER go down and this affects our productivity as we have 20 employees who count on using this system for all facets of our business.
A Cloud that goes down sounds more like RAIN on the parade!

By: Joe Panettieri

Joe Panettieri — Thu, 01 Oct 2009 20:20:13 +0000

Chris@5, Dave@6: Thanks for the comments. Good to see multiple viewpoints representing multiple options — presented in a manner where readers feel like they can reach out to you directly if they have more questions.

By: Dave Dempsey

Dave Dempsey — Thu, 01 Oct 2009 20:02:02 +0000

I choose Autotask Go for my tiny MSP operation because ConnectWise didn’t offer a SaaS version at the time, and the startup costs were prohibitive and designed for seemingly larger deployments than what I needed. Now they are trying to steal my business away from Autotask, but it might be “too little too late”. Also, if Autotask comes out with single user pricing, I probably won’t consider switching because my 2nd and 3rd AT accounts rarely get used…

-Dave
http://www.managed-data.com