ConnectWise

Three reason not to buy ConnectWise
1. too complicated
2. Expensive
3. No resources

Took my customer environment down and tried to cancel the subscription and sent us to collections.

Not a good partner.

Without Connectwise Control (fomrerly Screenconnect) i would not be able to have current amount of customers while i am a single selfemployed technician. It saves a lot of time behind the wheel. This solution is almost perfect. Even if i am building/preparing/repairing PCs or servers on my service desk - which is 2 meters away from my main seat - i am using remote control to work with that pc without hassle and walking between service desks.
MORE! In Europe we have now GDPR, and self hosted solution allows serving customers without a ton of papers and agreements.
Post scriptum: It doubled my income - because i can do more IT work instead of driving a car....

As a long term customer of Connectwise, in the first years, I couldn't praise them enough.

Recently, it's all about the money. We roughly spend circa £40,000 a year with Connectwise and for the last 5 years. However, for them, this doesn't seem enough to be classed as a valued customer. Money comes first, customer service last.

For those wondering whether to join Connectwise, if you do, increase your budget by 30%, assume you will have problems and good luck!

Let me start by saying that our Connectwise Sell has been significantly broken for the last 3 months with no ETA for a fix.

With Connectwise Manage, when they released the ability to customise invoice templates, it was literally 6 months, perhaps even a year later before they fixed a bug that meant we could actually start using them.

The QA testing has been poor at the best of times for new releases, with CW Sell in particular being buggy as anything.

Generally the products are good. I certainly can't fault for the core of their product, the ticketing side of things - however the CRM is dated and has lack of integrations with anything else. For example, Zapier has a very basic integration but can only trigger on New or Updated Ticket / Company / Contact but nothing else.

They also seem pretty quick to sell you additional modules which imho should be included in the base pricing.

They redesigned their Marketing features, then sold that off as a separate product.
They designed CloudConsole for Office 365 and Azure Billing, then charged that as a separate product.

I also don't feel that we're being looked after as an account.
When we started with Connectwise 8 years ago we only had a single user.
We are now at 15 and so thought I'd ask what sort of price we would be offered as a new customer considering CW. I was given list price. No discount.

We're looking at joining a buying group who have already told me they are able to get us a discount with Connectwise. Go figure!

Overall we're happy with the product, but completely underwhelmed with the bugs, and the lack of being looked after by our AM as a long standing customers.

They have just been bought out by Thoma Bravo so nobody knows what that means!

I have been unable to access Connect-wise for 5 days.

I'm too small to matter.

I feel bad writing this review as I hate leaving negative feedback for other companies but this is completely justified as our experience so far with connectwise has to be the worst I have ever received from ANY company in over 13 years of being in business.

As a telecoms provider we were told that connectwise was a good fit for us as we needed a tool to be able to manage our support processes, our billing customers and our quotation processes. The demo went well and the sales person told us that it would do what we wanted.

The sales process is slick but the problems start AFTER signing the order. We purchased all of the modules: Connectwise Manage, Connectwise Sell and Connectwise remote software and its something I already deeply regret and we have not even been able to use the software!

Our software Implementation (which costs £3,000) was immediately sub contracted out of connectwise to a third party company called Bering Mckinley in the USA (we are based in the UK) and the consultant was less than helpful in trying to consult with me about things I had already done on my training sessions (which is all on line). What a waste of time and money.

The fact that the implimentation would be shipped out to an external firm was not explained to us and at no stage did I want this. If I am spending thousands on a product and service then I expect the company who I am buying it from to deliver it, not a third party company After this first session I had to insist that I was not happy with this.

After our first consultancy session, there were then major problems with the importing of our data. We followed the guidelines outlined on the connectwise website but there were major issues. Ultimately the data was only partially imported (with zero errors, notifications or help from the software) and there is no way to remove the data from the system as there are bugs restricting the removal without removing each record one by one. I advised support of the bugs but these concerns were ignored and I was told this was development work (but it was not).

They did resolve the issue with the data but it took 4 days for the connectwise customer service team to remove the data so we could try it again (starting from an empty system). Bear in mind, during this process there is absolutely ZERO telephone support and you are left to do this yourselves. It should be a pretty simple job but trust me, it was an absolute nightmare.

Following a discussion with our "account manager" (who you cannot ring and must use a generic email address to get through to) they agreed to bring the implementation back in house but have been told we were expected to pay for the first session. Again not happy about this but it is the least of my worries at the minute.

This where the problems really started. We were assigned a new in house installation consultant. Great.... She is a nice lady based in the UK who understood the system very well however, on explaining our requirements she did not feel satisfied that the system would work exactly how we needed it. Our billing system cannot be integrated and we have no simple way of showing our agreements inside the system without weeks of laborious manual labour. Now it seems like we have been mis-sold....

Following this call, the original salesman "george" got back in touch with us and kindly advised me that we are stuck as we have signed a contract. They cannot deliver on what we need and we cannot use the system. We don't have access to the sales software and almost 2 months into the process, we are no further forward. On signing we were promised a 90 day period where I we could cancel if we were unhappy. Now George is telling me that this is not the case. Only after you sign the contract and you become unhappy do connectwise tell you that in order for this satisfaction guarantee to stand, you need to go through the entire implementation process beforehand ! Its an absolute joke.

Naturally this got my back up so I complained. Bring in the "customer success manager" who tries to talk you round. Two days after receiving this call and we have not heard anything back which is not surprising.

I have now requested that they release us from the contract but they clearly don't want to do this. I am embarrassed that I allowed myself to be suckered into this software but thankfully, so far I have not paid them anything.

This leads to the next issue - their invoicing. These problems have existed from day one but since this time they have sent me 10 invoices for implementation that has not happened and software that we have not used. Whatever their policies, this is bad practice as we have received absolutely zero value from connectwise and any of their software as of yet.

I'm now forced to to take legal advice on a product I cannot use.

Be warned. Everything is done on a ticketing system and nothing happens quickly. Don't expect to be able to do something as basic as pick up the phone and talk to somebody if you have problems (unless you want to buy something) as this does not exist as part of their service.

I expect this system works well for some customers but I cannot even get beyond the implementation stage and I am completely broken by the entire process.

I deeply regret our decision to trust Connectwise, their salesman and their support staff as our experience has been genuinely terrible and I would highly recommend you steer clear of the software. Zero stars is not an option on trustpilot but it if it was I would be leaving a ZERO star review.

On writing this I have just received 2 more invoices! This entire process would be laughable if it was not for their service costs being life changing to some people.

Just do yourselves a favor and look elsewhere for your next CRM system. On my experience I can guarantee pain and suffering and if you do decide to go ahead remember to ask them about their non existent 90 days satisfaction policy. On this review it is completely obvious that I am not satisfied but still I am unable to cancel my agreement without going through a pointless consultation process.

******UPDATED******

Connectwise have now agreed to terminate our contract as of 2 weeks ago, however since agreed this we have not heard back from them which is hardly surprising.

Even more appalling is the fact they have asked us to pay for the implementation of the software as they are saying they cannot refund this (Almost £2,800 + VAT). We have not even had the implementation completed as the software is not fit for purpose!! (1 sub standard session from an external company).

We will be paying connectwise nothing other than the 1 hour of implementation we have received as the software is not fit for purpose. Take my comments on-board before you commit to a contract with this shambles of a company. They will likely rip you off and deliver sub standard service like they have done with us. It does not matter how many times I email them, the response is non existent. They do not care about you and you should 100% look elsewhere.

Truly the worst company we have ever had the displeasure of dealing with.

Brian
Birmingham Telecom

The Apple App doesn't work 100% Unable to manager or remote to the app. It can setup connections but that's it

Without a doubt the best, cleanest, easiest solution I've tried over the past 20 years in IT support. I purchased the onsite product for 2 technicians 5 years ago and it has served me very well, some great features like quick connections, preview of remote screen, notes, software version on remote screen, chat and time line. I really couldn't do my job properly without it. I've tried many others including Teamviewer, Splashtop, Anydesk, Logmein etc

I have been using this product for over 5 years and it is very reliable and easy-to-use

Awesome product, I am able to support 330+ PC's in 5 different locations with 8 buildings from any PC, tablet and even my cell phone. This is a must have for any IT department that has 100+ PC's and multiple building and locations.

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