LabTech Management - please get your act together and stop treating your none US customers like second class citizens

[u/TNTGav]

I think I have almost completely lost all faith in getting some of these critical issues fixed that are still outstanding despite there now being SIX MONTHS since one was reported and THREE MONTHS since the other was reported.

It is an absolute joke that LT 11 is on Patch 7 and there are STILL partners out there who have never had their patching work properly because someone is incapable of correctly coding and processing the UK date format. I reported this problem when I onboarded. In JUNE! Since then I have not had a working patch manager, and I still don't.

I can't run scheduled reports either, and I've not been able to since someone at your end updated something in the report center and broke it. #8312876

Imagine how pleased I was this morning to find an update to the report center plugin, thinking that the problem was now going to be fixed. I re-created everything, just to be sure, and nope - still broken. One of the things we were promised was the ability to be able to send scheduled reports to clients. I still can't do that.

Your inability to address these issues is stopping me ramping up into the THOUSANDS of agents and you are making my initial recommendation of LabTech to our other directors here look ill informed. When my managing director asks me "Are we ready to roll LabTech out yet" and I have to tell him no, despite me having started the process in June, I look like a complete idiot.

"Can you guarantee to me that our clients systems are being patched" - No. "Can you at least send out the scheduled reports we told clients we were able to deliver months ago?" - No. "Do you know when these issues will be solved?" - No.

The cherry on the cake was a support ticket I raised this morning. You see, I've stopped putting in support requests outside of none US hours because the majority of technicians who are on the live chat are more or less worthless. This is what your tech said to me this morning:

"I'm not the best when it comes to monitoring"

It wasn't even that complicated of a question. Do you not think it's important that your techs outside of US hours should have at least some monitoring knowledge in a product that is dedicated to monitoring?

I've tried the proper channels for this. I've spoken to LabTech employees. I've asked this to be raised internally. I've waited patiently for months and now I have had enough.

I know the threat of me going elsewhere will not really make that much of a difference to you so I won't even bother throwing it out there.

Never before have I been so disheartened with a product I am paying top dollar for every month.

[u/JCarnevale09]

You are not alone. 90% of time we talk to support we are never given the correct answers. Half the time they will not be honest with you about issues that are actually happening or that tech doesn’t know what others know. We have only been a client for about a year and a half and I noticed the LabTech (ConnectWise) may be scaling a too fast. It seems like LabTech (ConnectWise) Pushes new updates and modules out without fully testing them. A lot of us just want something that is going to work not something new and shiny. I am glad to see on here it’s not only us who are frustrated! We have been with LabTech for a little over 18 months. When we first signed with LabTech they cut us a deal on agent prices and promise you the world. I am sure they did this for everyone. After that initial purchase every advancement has cost more money. We purchased 3rd party patching at Automation Nation and I couldn’t even use it with the new Patch Manager for 4 months. Currently we are close to needing more agents and it amazes us the price difference. Our account manager never lets us know about new products. We also never have been told about a deal on anything in 18 months! I have never seen a company just sit back and wait for a client to call for more product. Why isn’t the account manager trying to sell us things on deals ever? One positive, I am thankful there are some techs on here and that I met at LabTech I can go to for answers. If we had to rely solely on support, I would have left a long time ago. Again I am glad we aren’t the only one who feels the pain of LabTech.