Kaseya Community

Is it time to just give up on Kaseya and move elsewhere?

  • So, not to completely blame the new owners, it looks like they bought a sinking ship and are pulling out the plugs causing it to sink all the faster.  The comments from the regular Kaseya reps on this forum hold no value at this point.  I'm not new here, I've been using Kaseya for 8 years and this is the worst I've seen from Kaseya.

    My last rep appears to have been fired and email rejected.
    Her boss possibly as well, no response on his email.
    Sending an email to the next level that at least has an email to send out announcements doesn't get a reply either.
    My last email was to billing telling them if they want me to authorize payments in 2014 they'll need to have someone call me.
    I do however get lots of calls and email from Labtech asking me how I'm doing with Kaseya.

    The software has essentially been stale for the last few years except for additions like Network Discovery which is of little value and we would have neem better to retain LAN Watch.
    License codes from Microsoft cannot be trusted and are simply blamed on Microsoft because Kaseya won't do the work to fix it.
    Remote Control, nuf said.

    The only response is to go look at the Road Map which has been proven over the years to be worthless.

    I've attended 3 of the last 4 User Conferences.  Enjoyed them.  Had hopeful expectations.  Later leading to frustrations that I just bought another pile of lies.

    I know many at Kaseya may mean well.  But I've seen this many times.  Lots of promises by the owners, lots of hype, then the sell.  Then everything stops.  Expenses are cut.  The customer pockets get drained as much as possible.  We find the product has ended.

    Can some one provide any proof that we should stay with Kaseya.  Am I too small for you to care?

  • I'm sorry to hear such frustration, and while I am hesitant to offer what may seem like platitudes, I would highly encourage you to wait at least for the Winter release and even better if you can make it to the Spring release.  The new executives as well as the newly formed teams internally are working very hard to earn back your trust and confidence in Kaseya as a company and your trust and confidence that it remains and will continue to be an industry leading product.  

    I will personally see to it that you get a phone call.  We value your long standing commitment and we don't take your dissatisfaction lightly.  If you would like to talk please feel free to call me directly.

  • Hi Brendan, I had a good conversation with my new account rep.  He and you both recognize the frustration which at least helps.  From my perspective, if they can nail the winter release with fixing existing issues than I'll likely wait for the spring release as well.  But if the winter release gets messed up I'm sure me and others will be running for the hills.

    We've all invested a lot of money in Kaseya even in times where we felt we were getting no return.  There is an opportunity to keep us, but I think just one last opportunity.  I hoping it pays off.

    Thanks,

    Doug

  • Glad to hear you made that connection to your new rep.  Thanks for being such a loyal customer.

  • The winter release will make or break Kaseya. Not just for me, but for just about everyone, I suspect.

  • I'm a break-fix guy right now and looking at Kaseya as a way to move into MSP.  If you were in my shoes, would you go with Kaseya now?

  • @Qness, definately.

  • If you have a clear understanding of: your strategy, what you need to invest, how you are going to differentiate yourself, what services you are going to offer, how you are going to price them, and how you are going to sell them, then absolutely.  If the answer to any of the above is no, then don't go with anything.

    Kaseya is not a panacea to poor planning or investment, but if you want a platform for  long-term monitoring, maintenance and re-mediation then get on-board

  • The next two releases will *both* need to be close to perfect - we have heard the lies over and over again. I hope they prove us wrong, but I'm not holding my breath.

    We are actively engaging with Labtech and planning our exit if the Winter Release is yet more BS.

    We have 3000 agents, and I don't believe that our Account Manager cares about us - we've had shocking problems with KAV, and there has been NO admission of any problems despite several increasingly unpleasant e-mails from me.

    My Directors and colleagues are tired of me defending Kaseya all of the time, and so am I. I've now hung up my fanboi cap and await developments.

  • Hi Lothario,

    Its Michael Gueret here your Kaseya Account Manager. I/we do care about you, firstly I created your ticket for you when you emailed me with a support issue, we don't normally do that we have customers log into the customer portal to do that themselves for good reason. When you asked me to follow up on your ticket I did so. The following are the stages your ticket took from the moment I created your ticket for you:

    CS189656 was created by me on 11-Dec-2013 Responded within 10 minutes by a tech reviewed by a Security Pod team member within 1 hour you then responded the following day with details needed. Your ticket was then escalated to Specialist who responded this morning and is currently in AUF. I do apologise if there was a slight delay in the T2 response (due to weekend and workload)

    When you emailed me directly requesting an update I responded back to you and got onto our T2 specialist requesting an update. If you would like to discuss this more over the phone please drop me an email and I will be more than happy to contact you. michael.gueret@kaseya.com

  • I would like to share my frustrations as well, this time directly about KAV.  Windows 8 has been out a very long time and yet KAV isn't updated to support it?  

    We are as well exploring other options as my techs are also getting tired of dealing with the well-known "qwerks" with Kaseya continually but the KAV thing is by far our biggest complaint.

  • Lothario,

    Keep statistics on how kaseya improved the numbers in your company.For example, in the past two years (since we started with kaseya):

    Total # of hours worked on support tickets decreased 28%

    Total # of hours worked on PC viruses decreased 68%

    When management sees numbers like that hard to say kaseya isnt worth the money (even though it has its issues)...

  • I feel your pain on this. They pushed me off onto the new security module now they are saying its not supported.

    I call kaseya and they say open a ticket in the portal. I open a ticket in the portal, a "kav expert" from kaseya reaches out to me and does the same troubleshooting i just did. Except ask for the same logs over and over again.

    Then after an hour of looking at the logs says or we need to send this to russia to their tech support.

    Russia says its not us, kaseya codes their own modules and they need to patch it.

    Well currently i have every laptop user across my 1000+ endpoints that cant freaking shutdown their computer. Kaspersky says they released a patch "E" for the fix. Well what does kaseya say, oh sorry wait till our winter release because we dont support that module anymore.....

    yeah well if kaseya doesn't nail this next release there will be some attorneys brought in and my organization will no longer support Kaseya

  • Hi Josh,

    we also had multiple issues with KAV, i am not sure if this works for you. But our shutdown issue with the KAV agent installed was fix by removing the following Reg keys! Our problem was thet the agent didn't schutdown normally, but took always 5 minutes (kind of timeout) below is the solution we put in place. it works for us?

    the remove reg keys i mean!

    At first, your customer should try to run

    patchmanager /when now /clean

    command from Administrator CMD from Kaspersky folder, in a single command, not via two separate, and check, if it helps. If no, he should manually remove kaspersky-related shutdown scripts from registry - it looks like

    "Parameters"="/when now /clean "

    "Script"="c:\\Program Files (x86)\\Kaspersky Lab\\Kaspersky Endpoint Security 10 for Windows\\patchmanager.exe"

    "IsPowershell"=dword:00000000

    "ErrorCode"=dword:00000000

    "ExecTime"=hex(b):dd,07,09,00,04,00,0c,00,0c,00,2f,00,38,00,23,02

    He can distribute and run *.bat file with contents like

    reg delete "HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Group Policy\Scripts\Shutdown\0"

    reg delete "HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Group Policy\State\Machine\Scripts\Shutdown\0”

    reg delete "HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Group Policy\Scripts\Shutdown\0”

    reg delete "HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Group Policy\State\Machine\Scripts\Shutdown\0”

    regards Jeroen

  • Yes. Run for your life. We have been on for 7 years and its actually quite liberating to realise that you don't have to stick with it, there are alternatives. I'm looking foward to a 2014 without that 'bad feeling' I get every time I think about Kaseya.

    Questions that have run through my head recently:

    Is the backups all working properly or have the alerts just stopped working (again).

    Oh god, how do I explain to this customer that our management platform cannot manage, backup or do antivirus on their PCs and server we just sold them.

    I don't want to worry about this stuff constantly and I really honestly do not believe Kaseya will ever really get it right. If you can't trust your management platform, or the company that produces it, how can you run a business that depends on it?

    It will cost us a little more to switch to an alternative, due to 'only' paying maintenance on Kaseya being an early adopter, but I see it as an investment in our future.



    Fixed syntax
    [edited by: David Tocker at 1:04 PM (GMT -8) on Feb 3, 2014]