I wanted to take a few moments and write up the issues I had with Autotask.
My concern is this will happen to other people if I do not take the time to get my opinion out there about Autotask.
I want to make sure I state that this is my opinion. It is based on the interactions and problems I had with Autotask.
I am part owner of a small IT consulting firm and thought the idea of Autotask was a good one. I did have some concerns with putting all my company data in the hands of someone else. The thought of having all of our systems integrated is what kept me going with this.
My initial sales experience was fine. The sales person was able to pull together resources to answer my questions. After a period of time I did feel comfortable enough to move forward with using Autotask.
Once the contract was signed in my opinion this turned into a nightmare. It took forever to get started. Contacting Autotask and getting anything done is next to impossible. This went on for months... Hundreds of wasted man hours from our employees and we NEVER got implemented. As you can imagine this was a huge problem.
The only thing that came regularly was the invoices. Finally I responded to the invoice email and said I refused to pay. At least three people called me to help me with my problem. After explaining my situation to multiple people only the last one even spent the time to call me back.
They conceded to at least one of the long periods of time I was failed to be contacted. They apologized. They then reminded me of the contract I signed. Out of the kindness of their heart they were willing to offer me implementation of our company for free as long as I agreed to pay the many many months of past bills where we had no service and were never implemented.
At this point there is no way I could trust my customer and company data to a company that has customer service like this.in my eyes this was a very expensive lesson.
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