Poor Customer Service
We are having issues getting any customer service that we are paying for from Quest. They told us that although we have never implemented the K2000 product, we have to pay the full price again to implement it. For training, they cannot provide us with any evidence of "jumpstart" but want us to pay $2600/person for training. Getting in touch with the appropriate people has been very slow. Is everyone here having the same poor experience? I've never had someone not care about us to this little degree as a company like Quest. Dell has always been great.
Does anyone have a senior level Quest contact that I can call?
Answers (3)
I don't want to sound pro-corpo here but:
As far as I know, the Tech Support Contract, is only for break\fix scenarios. Any Errors you are getting, any bugs or crashes while:
-Building a KBE
-Capturing an Image
-Capturing and Deploying Drivers
-Capturing and Deploying USMT profiles
If any of these, is not working for you, Tech Support Will help at:
https://support.quest.com/create-service-request
Then there is this other part of, "Hey I am new to KACE (Or I just inherited a KACE box) and I need help in regards HOW TO use it":, then:
The that would be educational services at:
https://support.quest.com/kace-systems-deployment-appliance/training
If you still need help after that, and want everything to be setup, up and running , Deploying a KACE SDA and RSA, creating a KBE, Capturing Sysprepped Images etc etc, if you want everything to be configured for you (or hand hold setup), then that's Consulting Services at:
https://support.quest.com/kace-systems-deployment-appliance/professional-services/307
You could also escalate the case with a Support Manager, if you feel like the break\fix scenario is not being solved (something that KACE SDA claimed it does, but it's not happening), or to get a clarification when it comes the Scope of Support. (Break and Fix scenarios).
Since this is a community forum, I invite you to keep us posted and let us know the outcome of this.
Also, there are very skilled KACE users here, you might want to share with us the details of the issue you're seeing, maybe somebody else already saw it.
IMO, if you did pay for the Jump Start and they cannot show you that they provided the Jump Start training, then just tell them "Show me the proof you provided it". Each company where I implemented the K1000 and K2000 I had the team use Jump Start and Quest gave us the recorded sessions so we could refer back to them. They should have calendar invites showing the dates and times of training.
I do not recall there being a "Use By" date anytime I implemented the system. In fact, the first time I implemented the K1000 was probably 10 years ago. The team that was in place before I got there never took the training and was never rolled out. It had to have been a year or more since it was purchased and I still was able to get the Jump Start training done without having to repay. Also, I was able to have 3 of us on the WebEx session for the one fee, not per person.
I'm really sorry you are going through this stress, although to be fair to Quest it is not always their fault that customers fail to engage in a timely fashion.
We can however help you get started, at a fraction of the price Quest in the US will charge you, so yes you will still need to pay, but I see no reason for you to pay extra twice.
Simply reach out via email to me and we can start the conversation, ironically #wearequest (in the uk!!)
If you have one, Could you share your Service Request Number? (SR Number). - Channeler 1 year ago