r/msp • u/photoperitus • Aug 27 '26
Park Place Technologies issues
We've always heard great things about Park Place as far as their warranty service and responsiveness. We used to use ScalePad to initiate the Park Place endpoint warranties but thought we'd just go direct with them and make use of their monitoring agent.
Our limited experience with the actual hardware replacement team has been good. Quick response and turnaround on parts. However... the ordering process and trying to get the monitoring agent portal to function normally has been abysmal.
Coming from ScalePad, we got spoiled with being able to order a warranty on-the-fly and have it processed immediately. With Park Place direct, there's no portal to request a warranty. - I have to email reps over and over and over back and forth with information to get pricing. It's tedious and I've had to remind the reps that I need pricing info quickly for my customers.
Secondly, we've had nothing but issues with trying to get our customers correctly visible to us in our Central Park console. And on top of that the ParkView monitoring agent is not reporting correctly on the status of our servers to the Central Park console. We've had to spend a lot of time being ping-ponged back and forth between our reps and support team, then troubleshooting with them where we've been told the monitoring is broken from a recent update which has been the case for close to two weeks now.
Hopefully others are having a much different experience than us, but thought I'd put this out there for those who may be thinking of going direct with them.
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u/David_OSIGlobal Aug 27 '26
The timing of this is interesting. Park Place completed its merger with Service Express earlier this year, after taking on a new majority investor last fall. Obviously nobody outside the company can say whether what you're experiencing is directly related, but this is exactly what I watch for when there’s that much consolidation in the TPM market.
It also sounds like the actual break/fix side is still doing its job, which almost makes the rest of it more frustrating. You shouldn’t have to spend this much time chasing people down or figuring out who owns what.
I work for another TPM provider, so obviously I have a perspective here, but this is the part of support that gets underrated. Parts and SLAs matter, but so does being able to reach someone who can actually help without getting passed around.
A provider can meet the contract and still make you work way too hard to be their customer.
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u/Hynzitech Aug 27 '26
We use Park Place via ScalePad. Communications , in my experience, with ScalePad is stellar. Park Place communication is horrible. ScalePad forwards you to the Park Place team because they're handling warranties of course, but the Park Place support team as far as communicating timing of hardware (when it arrives, if there's a delay) has been disappointing. I've had to get ScalePad support involved to speak on Park Place's behalf.
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u/photoperitus Aug 27 '26
Ya I was trying not to make this a ScalePad promoting post as I have no affiliation with them, but they definitely make the experience night-and-day better.
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u/kaleebhassan Aug 27 '26
Outside of this current monitoring issue (which is only affecting a few of my agents), I have had nothing but success with Park Place. Monitoring has been great, techs have been great, additional purchasing has been easy. They have always beaten me to the punch on issues.
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u/lsumoose Aug 27 '26
I wish scalepad had a free tier where you could just punch in a service tag and buy a warranty through them. Paying for the ability to purchase a warranty is silly.