Review Detail
Extremely Disappointed
Rating:
1.0
Do not purchase - do not buy into the hype. It is a very new product that needs a LOT of work.
EW
Eric Wilson
Comments
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I don't see your name in our database as anyone that has tried our software. Maybe you registered under a different name or company. A helpful review would actually have some details.
Thanks,
Matt
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Appreciate you getting involved - as an independent review site users can submit as much detail or as little detail as they wish - as this is all driven by opinions it is therefore for our readers to decide if this is valid, if it's not we welcome users to submit their opinion to push to poll the other way.
Many Thanks,
James@MSPcomparison.com
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I can validate with you which company I was with when we were running our trial. We experienced a number of problems including agents disabling themselves, not reporting back to the server, etc... I was escalated several times with your technical support and got no where quick. 2 weeks of experiencing several problems, we uninstalled it and moved on. We had used Level Platforms for years prior and are now happily using Kaseya.
This review was not to knock LabTech, I think in due time it will be a very impressive and reliable platform to use. Our experience with it (and that's what this site is for, as far as I know) was terrible. We plan on re-evaluating the trial of PacketTrap MSP and LabTech both next year as we feel these are both going to be great products. I see all this hype for both of them now, but they both need a lot of maturing before we would consider moving our customers over.
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When I gave my review, I based it on my having tried over half dozen other competing products. And my 15 years in IT and software industry. I was not making hype.
I am sure that for some users, Labtech would fall into the "sucks" category, it is possible. But it would be nice to hear why and what the problems are.
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My Contact Details are:
Mr John Walker
Director of Worldwide Operations
Cell: 419 779 3844
DDI: 813 397 4610
jwalker@labtechsoftware.com
Mr Adam Slutskin
VP Sales
Cell: 813 944 7616
DDI: 813 397 4756
adams@labtechsoftware.com
Mr Mathew Nachtrab
CEO
mnachtrab@labtechsoftware.com
These are the top level contacts at our company and I hope you contact us or make yourself known so we can contact you.
Many Regards
John Walker
Director of Worldwide Operations
LabTech Software Limited”
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I can honestly say that 100.0 % of the tickets that I have submitted in the last year have not been answered in the first submission. What usually happens is one of a couple of scenarios: either the ticket is ignored totally requiring me to open multiple tickets for the same issue or the ticket is closed without a solution. I can’t tell you how frustrating it is to have to BEG for support. My favorite is that they will direct you to their forums for support … and then close the ticket… or offer you a solution that you have already tried and you told them that you tried this in excruciating detail in the ticket… they don’t read the ticket and are utterly unhelpful until you scream at them and actually get someone on the phone. This usually takes about a week or so… if at all.
Why am I paying for support then?
We just went through the upgrade from 2011.1 to 2011.2 and had some pretty heavy issues and errors. We now see approximately once per day that every monitored device will go into an error state for a few minutes and then report in again as being back online. Let me tell you that that will get your attention. The other thing that we see is that the agent will just shut down for no apparent reason. This will cause a server-down alert and also block your access to the server unless you have an alternative path for management.
I have to say that the vision of this product is pretty spectacular – but it isn’t ready for primetime just yet. I have reached out to LabTech many many times and I get the canned response that we have just added (fill in the blank here) resources and we are getting better blah blah blah… the truth is that they will not support you without your persistent chasing and hounding them for a solution.
If you are fluent in SQL and scripting you may be able to survive without the support – in which case I would say go for it. But if you are like the rest of us slobs trying to be a solution provider to customers in the SMB space and you don’t have a staff of 20 people you may want to look at some of the other solutions out there.
The RMM space has expanded substantially in the last couple of years, and while no tool will be all things to all folks, I would strongly recommend that you take a long hard look at the support that is available behind the product and not just the feature list of the product.
I can say that I have partnered with several MSPs and we all use LabTech and we are all experiencing the same issues – we are begging LabTech to step up and support the product. Stop giving us hollow promises that you will do better in the future. Lost the cocky attitude and answer our phone calls. Stop adding features to the feature list and start supporting the product that you have today.
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