Marg ConnectWise Control

We have been a customer for over a year now with Connectwise. It took them 4 months to setup the system and it took us about 2 months to learn the system. Although for the first 4 months we could not use the system, they still charged us the full price.Then further down the line, something went wrong with their account system. even-though we are fully paid up, they put the account on credit hold. we had no access to our data and at the time of writing this review, they still have not resolved the issue. even-though it is fully paid.Their support is based in the USA. They told me it is in the UK, but that is not accurate. I have to phone USA every-time to resolve issues, like the "credit Hold"I don't think they put value on small customers. Unless you spend lots of money with them, you are not important or a priority

Your implementation team did a great job migrating my database to my on prem server, however, that's where our good experience ended. There are several other working pieces for CW that are all owned by CW including Quosal, Labtech, UserCentric, and CloudConsole to name the big ones. No effort whatsoever was put in to ensure these were working after the migration. We even voiced our concerns that we needed to make sure these were up and running / working and your implementation teams response was "well you'll need to open a ticket, we only do the initial migration". Okay, you have separate teams for separate things, great...but if my Connectwise's previous functionality is no where near where it was after your migration, did you really successfully migrate me? I was left with a mountain of things not working and was bouncing back and forth between your support trying to get them handled as quickly as possible, but your team would only open the tickets and tell me a tech would be scheduled. Normally I get it and that's fine...but YOU are the one that just migrated me and it was scheduled and planned far in advanced...why could you not have better coordinated between your own teams / departments to ensure I was operational without making me WAIT to have my CW up and running? Why is it up to me to open tickets for things you knew you were going to break? Due to your teams inability to resolve my issues when they were reported and our need to have CW 100% functional IMMEDIATELY, I have spent countless hours since Wednesday night fixing everything myself.The next issue after the integration pieces was email out of CW. Your team ensured me we had tested all variables and pieces of the migration and all was good to go...except every email that is sent from workflows / status changes were NOT working. There were 1500 emails sitting in the "BAD Mail" folder which clearly shows failure. I opened a ticket with your support team and they gave me some insight on what I might need to change...but again, how did your team not see this huge list of failed emails? Your support was unable to fix my issue and instead just told me a tech would be scheduled. Well I don't have time to wait for a tech to be scheduled...I need CW back up and operational at 100% and no amount of begging I did changed our timeline whatsoever. Instead, I stayed up until almost 2:00am last night troubleshooting to find your error logs to track down our root cause and get it fixed. This is unacceptable. If we handled projects like this for our clients they would demand an explanation, and compensation for their huge amount of time invested by their own team. Your expectations vs delivery have a huge gap and unfortunately, it was at our expense.

Loved the prospect of the product functionality and ability, but it is so behind the competition, and the support is a LOT lost on what the product is and what the competition is - as well as the details of how to use it - that it is too frustrating to use. I bought it for a 1 year contract, and within 2 months, it was worthless and a waste of time. They will give NO refund. This kind of lack of training internal and with customers, is what will hurt them. Jumped to Splashtop, but really wanted ScreenConnect to work. Refund policies are important, as well as training.

ScreenConnect as a service is fine but DONT TRUST the sales people.

my "recent" purchase was 9 months ago, but after getting this survey I was forced to check through my records to ensure there wasn't another charge.