Review Detail

Remote Monitoring & Management (RMM) C claimme 7489
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
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August 16, 2010
Eric,
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
MN
Matt Nachtrab

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August 16, 2010
In reply to an earlier comment

Hi Matt,

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
A.
Administrator .

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August 18, 2010
In reply to an earlier comment

Hey Matt,

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.
EW
Eric Wilson

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October 04, 2010
One sentence does not make an opinion, sounds like just someone that wants to shoot down a very solid product. Does Labtech have shortcomings? Yes. Does it need alot of work? I do not know of a product out there in any category that does not.
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.
RC
Ray Collazo

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February 04, 2011
In reply to an earlier comment

Labtech makes many promises during the sales process but it cannot deliver. Kaseya support sucks too and all the RMM's make big promises but never this many. I was promised 24x7 support but no one ever picks up the phone(email only), I can be in the support queue for hours(2 + and I just lose the will to continue), support issues take days if not weeks to fix, sometimes it just falls into a black hole and you never hear from anyone, techs are so eager to close tickets sometimes there is no remediation at all just a fancy "We have not heard back from you we are closing the ticket" after I waited weeks to hear from them I have to respond back in less than a business day but Im also trying to run my business which 70% of which relies on LT working properly, training is terrible, the ramp up on boarding process is terrible, the partner engagement managers are terrible, the regional sales reps lie its just a complete sham! There is potential in anything or any RMM product but Im typing this shaking my head saying wow Labtech has a Loooooooong Waaaayyyyyy to gooooooo and if your business is like my business you need this tool to work more than 30% of the time. Good luck to those who try to save money, its not worth the headaches.
N
NewUser

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February 04, 2011
In reply to an earlier comment

Dear Partner, Whilst we appreciate your comments we would like to know and learn from your experiences. At LabTech we work very hard to ensure we deliver consistent good support and advice, when we hear about cases like this we need to do a root cause analysis and right any wrongs. This is how we become a better company and we stand behind our product, we always make ourselves available right up to the CEO level and are always willing to hear from any partner who is experiencing difficulty in getting the solution to work for them. I would therefore ask that you contact either myself or one of the other contacts below to discuss any difficulties you have experienced, it is our goal to deliver world class support for the product which is available Midnight on Sunday through to 8PM on Friday (EST).

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”
E
erinnd920

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August 25, 2011
Labtech is an emerging force and while it offers a comprehensive package I feel like the design and infrastructure of the product is still in a very "young" stage. I agree with Eric, the product needs many more hours of research and development before it should be considered to be implemented. I am generally impressed with the features of Labtech; however, some of the most important aspects could use a performance boost. For example, when connecting to a computer for a support session, it can take up to a minute for the VNC connection to go through (before you can actually remote control the PC). That’s basically a minute of wasted time before you're even at the CTRL+ALT+DEL screen, which is extremely frustrating, not to mention the client's frustration on playing the waiting game. This isnt occasional, this is most of the time. Money wasted. Another problem is the quality of the integrated VNC remote control software. Sure you can tweak the settings like "poll full screen mode", etc. but it still severely lacks quality and speed when compared to logmein. These are some features that should not have been overlooked so easily. Occasionally we've had some minor problems with the interworkings of Labtech and during the troubleshooting routine it was difficult to get through and actually contact support. As someone else said, Labtech support can be a black hole.
S
seattletech

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November 08, 2011
Labtech is a pretty amazing product - but the support is worse than horrible.

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.
P
philip

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