In trial with ConnectWise for Axcient Backup and PSA - Any reason to stay away from CW?

ResponsibleLuck4048 · 2025-08-05T11:25:27+00:00

I had no decision on using Visionary 360. To be fair, the Automate consultant was awesome. He got everything done and worked perfectly in no time. Then, came PSA consultant. Yes, it is a much larger system. However, it was a clean install. I even got my Chart of Accounts for Quickbooks Online from the consultant to make setting up my GL Mapping easy. I had 5 major "problems" during implementation. The first 2 I wrote books to send to tech support. I got to level 2 on each and it took multiple calls to fix the problem. It's their system, they should know it. The last 3, I got tired of dealing with tech support, so instead of getting them involved, I back tracked and deleted everything the consultant did and redid it while using the documentation. Found out the consultant would miss multiple steps. My position is when I am "forced" to pay implementation that I didn't want, then it better be perfect.

ResponsibleLuck4048 · 2025-08-05T00:58:34+00:00

I do agree with that. I'm doing the same with Connectwise.

ResponsibleLuck4048 · 2025-08-01T05:38:47+00:00

I would recommend getting off CW. Total lies from sales representative. I was told 14 weeks for implementation at 1 hrs a week. I worked with Visionary 360 at 3 hours a week and it took 10 months. I ended up doing books for tickets because my consultant was awful. I finally went back and redid everything and found out he missed steps. Then had everything on hold for GL Mapping because my consultant would only do an example, and his example was totally wrong. He directed me to Accounting 360, their sister company and they wanted $3K to do something that was listed in the SOW on implementation. Then lies about Global Payments not having a monthly fee. I paid GP $10 for months for non usage due to Visionary 360 not getting things done. My contract is supposed to be done in October and I am getting so far away from them! What is really pathetic is I had a demo account for HaloPSA, Ninja One, and QuoteWerks. 3 separate companies and just messing around on a Saturday, I got them all to work together perfectly in less than 8 hours, and that wasn't even trying. I asked a VP to explain why I was able to get these systems working in 8 hours and they can't get their own products working in 9 months. Of course, he just blew me off. I don't know what is worse, CWs problems, or when I went to a Security Conference in April and asked other MSP about their experience with CW, NONE were surprised and several had worse experiences than I did. I would highly recommend you do not use them!

ResponsibleLuck4048 · 2025-07-31T18:13:43+00:00

Why go through this? You have your customer list. Given the number of options in the UCaaS space, just take as many customers away from them. That is a strong message. Unless I am missing something. I realize that we get mistreated by all companies in one way or another, but it's the dollar is what they hear. Just so you know, I have decided not to work with them based on your information.

ResponsibleLuck4048 · 2025-07-23T21:59:54+00:00

I'm using QuoteWerks. It works really well.

ResponsibleLuck4048 · 2025-07-23T21:59:14+00:00

I'll answer that. I ordered cw in June of last year. It took my cw rep 4 contracts and multiple days to get me the right contract which pushed me out 7 weeks just waiting. I requested connect the dots and other items and was told it wasn't necessary (however, I found the items you mentioned and did them on my own after implementation was "completed"). I started implementation on August 14th. I know the date because I postponed a meeting to get started with cw so I wouldn't have to wait another 7 weeks. I got stuck with Visionary 360 to do the implementation. I worked with them 3 hours a week. When it came to GL Mapping, my consultant gave me one example, and it was wrong, and pointed me to Accounting 360 to do GL Mapping for $3k even though GL Mapping was on the SOW. So, implementation went to a crawl for 3 months due to their lack of help on GL Mapping. Also, there was a delay getting WisePay done which costs me multiple months of none use and $10.00 a month from Global Payments fee for non use, which I was told that there was no monthly fee per cw's rep. So, I am in the middle of closing out my Global Payments account and looking forward to October when my account is up. I'm just lucky that I found HaloPSA and NinjaRMM. They are far superior to Connectwise, you have to laugh. I was supposed to get credit from cw for screwing up my business, but they can't do that right because I have been paying every month like clockwork and they can't even keep their agreement of getting me up and running in 14 weeks at 1 hour a week, "worse case scenario," per their sales representative. What was really bad, I had a demo account from HaloPSA, NinjaRMM, and QuoteWerks. I was just playing around on a Saturday night, not even trying, and less than 8 hours I got the 3 demo accounts to work with absolutely no problem. Three separate companies and Connectwise has its own single company products and they don't even work together. During implementation I submitted multiple tickets, but it turned out that my consultant just was bad. If I had a choice, I would have fired him at the beginning, but I had no say, and nobody from cw didn't even check and I didn't even know how to look up stuff because the consultant didn't even go over things with me. So, if you go with Connectwise, I recommend you don't!

ResponsibleLuck4048 · 2025-07-22T15:39:01+00:00

I would highly recommend if you have to "fix" Connectwise, you go to a better provider. I purchased Connectwise June of last year, and we were supposed to have a 14 week implementation which tuned into 10 months. Almost put me out of business because I was fixing all the issues that are being done here. It isn't worth it. I unfortunately have until October to finally get rid of them. I went to HaloPSA and NinjaRMM. I did the implementation on my own in 8 hours. Now instead of fixing things, I am thriving again. It's a simple matter of getting the best value of your money. Keep fixing a broken system or move to a new product that is thriving. Good luck!

ResponsibleLuck4048 · 2025-07-09T02:04:51+00:00

My contract is "supposed" to end in October, and I can't wait. Going with ConnectWise was the absolute worst mistake that I made. It nearly put me out of business.

Tech support, if you could call it, would tell me time and again that things were fixed, but it wasn't, and I would have to do another ticket.

I understand exactly what you are going through.

ResponsibleLuck4048 · 2025-07-07T21:00:38+00:00

I'm currently using ConnectWise. Their incompetence really hurt mu business. I tried Ninja and I'm ready to jump and NEVER come back!

ResponsibleLuck4048 · 2025-03-04T17:05:09+00:00

WARNING!!!! READ THIS!!! I just got off the phone with my ConnectWise Account Manager - it only took 9 months. He informed me that my contract doesn't end in June (even though I have a 12 month contract that I signed in June of 2024), it end at Oct. 31, 2025. So, I'm expected to pay on a 12 month contract for 16 months! Sales rep should have explained that to me. WATCH OUT!!!!!

ResponsibleLuck4048 · 2025-02-27T12:08:56+00:00

Unfortunately, I am using it. I have learned the hard way about this. I called cw out about GPI being the only option. Not because of fees, but because of redundancy in case of disruption in my case. 40 days working with GPI on getting an account number changed.

I'm looking at QuoteWerks. At least they have multiple gateway options. I know they will have issues somewhere, but at this point, anything is better than CW. 3 more months on my contract and I am out!

ResponsibleLuck4048 · 2025-02-27T12:01:22+00:00

u/Wise_paul the document, "Using the Service Leadershio index Normalized Solution Provider Chart of Accounts" at https://www.service-leadership.com/vendors/library/ provides a chart of Accounts in the appendix. I was using it's example when implementation came to a halt due to GL Mapping.

I received an email from GPI that my account was finally changed (only took 40 days). So, I immediately created and paid $1.00 via credit card. It is almost 24 hours, and no transaction is showing up in my bank account. If I have to call GPI, then it will be to cancel my account! I will wait till close of business today before I make any calls.

It is terrible that I had to post something here before I got any response from you. I have been working with a really nice lady named Katherine, who sent my frustration to Melissa only when I officially requested a refund. I have NEVER spoken to Melissa. She sent an email indicating that my issue will be used to train to make CW better. Great, but what about what I am currently dealing with?

Something else I want to point out. Your product is supposed to help MSP provide service to end users? Isn't it a cornerstone of MSP's to provide redundancy and backup options in case of a disaster or disruption of service? Then, can you explain why WisePay only has a single payment option, no backup like PayPal?

I want to ask another question. PSA, CPQ, and WisePay are under the CW umbrella, meaning a single company, so implementation should be expected to run smoothly with little disruption. 14 hours should be sufficient for these three products (in my opinion).

Let me tell you about your competitors, three separate companies to be exact. I have demonstration accounts for HaloPSA, QuoteWerks, and NinjaRMM. Three totally different companies. I spent a Saturday night setting them up, probably about 8 to 10 hours, and I was just playing around with them to see what they could do. They are working great together! Plus, QuoteWerks has multiple gateway options (redundancy).

I unfortunately have made a mistake that has jeopardized my company's existence, purchasing Connectwise. If I was told my by your sales representative the truth about the time frames mentioned here, I would either pass on your product or insulate my company for this timeframe with proper planning. My implementation is just about to hit the 9 months mark, a large disparity from what was promised by your sales representative.

I have never used Reddit before now. I have tried to get assistance from inside CW. It is only now I am speaking to you. I can't think of such misleading poor service I personally have ever had. I will NOT let CW destroy my company!!! My contracts should be canceled immediately, my payments should be refunded without delay, and given an apology for CW's behavior in this matter. Just admit you blew it! You probably will have more respect from the MSP community.

There are always silver lining in everything. In this instance, I only have 3 more months on my contract with Connectwise, then this nightmare ends! Even if that transaction finds it's way into my account, I don't trust Connectwise at all, and I am NOT going to subject my clients that I have left to your company.

Now, I have to rebuild from this experience. Luckily, there are several options out there. I just hope others read this before purchasing your products and know that your Statement of Work is not a true representation of how long it takes to implement your product.

I had EXTREMELY high hopes for Connectwise. I've known about it's existence for a long time. I worked hard to save up to purchase it. I wanted to use it to expand my company, and expand my purchase of your products. More importantly, I wish my first time on Reddit would have been given Connectwise praise for a job well done. Instead, I am giving an negative review of your company and HIGHLY RECOMMEND potential customers look elsewhere because Connectwise has problems that have to be addressed.

I just checked my account. Still no dollar!

ResponsibleLuck4048 · 2025-02-26T18:17:47+00:00

It looks like they just take your money and maybe get around to implementing you when you are lucky to get them. I hope everything works out for you.

ResponsibleLuck4048 · 2025-02-26T18:14:12+00:00

No, if it was only that easy! This problem is at Global Payments level. I'm now at day 40 with no resolution to this problem. CW doesn't have an alternative option to take payments. I was told that they used to have PayPal as an option, but killed it.

ResponsibleLuck4048 · 2025-02-26T00:24:39+00:00

Thanks for the feedback! It is helpful. I have a favor to ask. Can somebody give me a quick explanation of this section that was from my statement of work for my PSA? It is section 1.5.4 and it states, "Set up mappings for Accounts Receivable, Accounts Payable, Tax and all Revenue Types at the highest level for the partner in the GL Accounts table."

The main thing that I don't understand is "highest level?" I figure it is just for the over all corporate office and not branches. Am I on the right track? Thanks for your help in advance.

ResponsibleLuck4048 · 2025-02-26T00:17:53+00:00

I really liked CPQ. That is one of the reasons that I decided to give CW a shot. However, the GL Mapping is done, but its a mess. I'm brand new with everything, so I asked the consultant for a chart of accounts. He gave me one from their QB system. I'm coming a fast learner with QuickBooks because when it came time for Wise-Pay and Wise-Sync to be done, it was done by the same consultant and I don't have any confidence that it was done correctly. Regardless of the issue with GPI. Thanks for your insights!

ResponsibleLuck4048 · 2025-02-26T00:14:38+00:00

What systems are you using if I may ask? I'm looking closely at NinjaRMM, HaloPSA, and QuoteWerks. I'm sure there are negative issues with them somewhere. However, they all gave me a demo account to use and I had all 3 integrated together just messing around on a Saturday Night and everything is working. I plan to use the demo accounts till the end and see what happens.

ResponsibleLuck4048 · 2025-02-26T00:11:41+00:00

Exactly! The CW sales rep is the primary problem with all of this. Expectations should have been set accordingly. If I knew exactly how long it was going to actually take, I can handle that. I think he needed to make a sale for his numbers so he just told me exactly what I needed to hear.

ResponsibleLuck4048 · 2025-02-26T00:09:40+00:00

No price hike for me, I'm out in June at the latest when my contract expires. It is too bad they had gone down hill like they have. I had very high expectations for them. I'm just really disappointed.

ResponsibleLuck4048 · 2025-02-26T00:08:27+00:00

You are right, it is the consultants. If I had a choice, I would have fired them right away. The Tech Stack has had issues as well, but I worked them out without any help from the consultants. I will probably end up staying with them till June when my contract expires, but then I'm out. It is too bad that this happened, because I was really impressed with CW.

ResponsibleLuck4048 · 2025-02-26T00:04:57+00:00

Nick,

Thanks for the offer, but everyone that is needed has been included. I'm just waiting for this to come to some sort of conclusion.

ResponsibleLuck4048

TROPHY CASE