Review Detail

PSA & Ticketing C claimme 1752
New Install Frustrated by Lack of Disclosure
Rating: 
 
2.0
We are at the end of month two since install. One email was received letting us know the installation was complete and until this week that is all we have heard from the company. As part of our set up fee we were supposed to have a two hour training session - this has not happened. A rep finally contacted us this week about the training by email, I left a voice mail with available times, and received a reply that she needed to contact her supervisor. When we first looked at Connectwise our decision was narrowed down to it and Autotask. Autotask was much more segmented with add ons and our sales rep assured us everything was included. Now that we are in it we find that the mobile add is an additional fee, the quickbooks integration is extra, and quoting requires purchase of Quosal according to support. We feel as if these were details that should have been included in the sales process. Instead we were told that everything was included with our purchase and now we are being told that we were not specific enough in our questions. All told this seems like a good platform but training is limited to online videos and different answers are given by support depending on the rep spoken to. Not highly recommended at this point.
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September 28, 2012
If you are within the 120 days, you certainly are within your satisfaction period -- make sure you are following all of CW's communications -- but more importantly, reach out to their support teams and ask for further engagement -- you should have contacts from implementation who you can go back to for assistance.

All systems have add-ons -- not everyone needs everything -- we use Sage for accounting, so we don't need the Quickbooks integration -- I wouldn't want it bundled -- same with Quoting, since they support Quosal, Quotewerks and even ChannelOnline...

Grass is not always greener on the other side as they say :) I recommend making the most of the CW experience -- has been a game changer for us.
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