SolarWinds reviews

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Melissa Rogho

google

1

Glad to know we are not the only one who have received TERRIBLE customer service from SolarWinds. When SolarWinds acquired LogicNow, we were forced to jump through all kinds of hoops just to renew our service with them. We were given multiple invoice numbers and told that the only way to renew was to call and provide a credit card number. It took many days and many phone calls for SolarWinds to get the order placed because none of the invoice numbers they assigned us lead to anything in their system. A year later, we are converting to SolarWinds RMM software and discover a bug with their program. Instead of thanking us for finding the problem, our tech department was treated like they didnt know what they were doing. Our techs explained the problem via email and SolarWinds so-called support would claim that our techs were skipping steps in the migration process and would reply in an insulting fashion by repeating things like read pages 2-3 in the manual and sending screenshots of the manual pages saying the same thing. Once our techs returned the favor of providing screenshots of the RMM problems, SolarWinds finally admitted the problem was on their side and told us they would let us know when the problem was fixed. After over a month, we had to contact them back because they never let us know when the problem was fixed. A couple of months ago, we were up for renewal again. Once again, we have to call in the CC # but nobody is answering the phones or returning our calls. SolarWinds RMM product work okay, not great, but the customer service from the sales team to the technical support is total garbage.

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Stefan Hundhammer

google

1

Professional spammers. They probably don't even realize that, but that makes them criminals in all civilized parts of the world. I would NEVER do business with such people.

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Martin Tatar

google

5

a nice location and view :)

1485557934

Brian Bevers

google

5

Use the software every day, great products.

1584014775

Mik Bakker

google

1

Foreword; never have I met such a bad company as Solarwinds in my many years of doing online business!! A small summary of my experiences so far; staff is really very hostile, big mouth and they even laugh when your servers / services are not working because of them! They simply do not care. And I am not joking either. A big amount of customers couldn't send emails anymore after they messed up the Spamexperts (also nowadays owned by Solarwinds) managed servers. Customers couldn't receive emails for 36 hours. Their solution? I had to reinstall both servers from scratch with Debian again, because their "technicians" messed up the installation and couldn't access the servers anymore by SSH. Really? That's what called "amature mistakes" in my book. Obviously this can happen (though not acceptable), but then one of their technicians called me by phone and I told him I was furious, because so many customers were offline. Guess what his response was? He laughed at it. LAUGHED?! When my customers are offline? That made me even more furious obviously. Ofcourse I made a formal complaint with head of support. Received a follow up that it was bad, but nothing they could do about it. Uhm. Okay. So it's normal to make fun of a paying customer when all his customers are down for over 36 hours? Not in my book. But apparently this is normal at Solarwinds. Furhermore; support is mediocre at best. Answers, well if that's what you can call them (maybe responses are the better word here) take anywhere between 1 - 3 days. Totally unacceptable nowadays. Even the simplest questions take that long to receive some kind of answer. I used another product of Solarwinds: Solarwinds Backup. Different product, same company, same issues. I have used this backup solution for many years (when it was still with IASO) and I though it had several flaws, it was working okay for the most time. The biggest issue was the lack of backup support on modern MySQL versions. E.g. adding MySQL 5.6 backup support took more than 1 year! No joke. By the time I received an update that it was supported finally (and they were even proud of it apparently) I asked them what about MariaDB 10.x (which was favoured back then). Their response? Sorry, that is not supported yet. Sheesh. Talking about reliable backups here. In the meantime I lost several customers because they deemed the backup solution was not adequate enough (some even canceled their server with me). My technician even scripted a solution which dumped the MySQL / MariaDB databases as tables and zipped it. Though this worked it caused massive CPU usage obviously. And Solarwinds? They couldn't care at all about this. As long as I paid the invoices ofcourse. Solarwinds is by far (if not the) worst company I worked with. After stating my negative experiences about Solarwinds products, I received a phone call from the assigned Solarwinds product manager stating that he didn't understand any of the issues / problems I was experiencing and I should tone down my voice. Really? That was really the last drop. I decided to take a completely different approach towards my (server) backups and have a better solution available for my customers than Solarwinds backup. The support is also better (which is easy compared to Solarwinds support). Next up will be finding a better alternative for a spamfilter. Obviously I am currently investigating and testing various options, so I am hoping I can move away from Solarwinds permantly and completely! Funny thing is, is that before Solarwinds acquired the companies (IASO for backups and Spamexperts) both companies were actually doing pretty good / decent, especially Spamexperts. However since both of them had a touch of Solarwinds added to them, thing went downhill. Fast. My advice? Think twice before doing business with the likes of Solarwinds. So avoid everything which is acquired or handled by Solarwinds. Or if you want sleepless nights, angry customers and money down the drain, then choose Solarwinds. Excellent recipe for disaster!! Two thumbs down for Solarwinds MSP!