Lansweeper - Still a Viable product?

[DRL]

My state agency has been using Lansweeper (on prem) for several years now. 

In spite of the unexpected 30% price increase this year we think it's a useful enough product to keep using it.  Accordingly we issued a PO to Lansweeper on December 3.

It's now been almost 2 months and we've had no response (and no new key) from Lansweeper and our license has expired.

Multiple emails to our account rep and sales team members have gone unanswered as has a voicemail left at the sales phone number.  

Is Lansweeper still in business?  Has anyone communicated with them recently?  Do I need to find a new product?

Frustrated,

DL

[RobM]

It's ridiculous how poorly the customer support is.   I am currently trying to purchase an additional agent license.  Have left  vmails, because no one ever answers the phone, sent contact emails.  

[ClaireMills]

Hi RobM,
I am sorry for the lack of response.  If you can reach out to me via email with your company info, I will see that the proper team reaches out to you immediately.

claire.millsap@lansweeper.com

[RobM]

Purchased license after finding the store portal in the forums. Now I need my Key. please provide. Been more than two hours.

REF# 496662510

[ClaireMills]

Hi RobM,
I have sent this over to sales management to get this executed.  

Thanks.

[JohnNewell]

Hello, 

I apologize for the understandable frustrations. I was able to look into the communication on your account. We've been trying to send the key, but it looks like our emails are getting blocked by your system. I'm happy to send you your key once our domain, or even my email, is 'whitelisted' in your system. 

This is the message we're receiving back. 
"Your message wasn't delivered. Despite repeated attempts to deliver your message, the recipient's email system refused to accept a connection from your email system. It's likely that the recipient's email admin is the only one who can fix this problem.

For Email Admins
No connection could be made because the target computer actively refused it. This usually results from trying to connect to a service that is inactive on the remote host - that is, one with no server application running. For more information and tips to fix this issue see this article: https://go.microsoft.com/fwlink/?

Please contact me at john.newell@lansweeper.com once we're in the clear. Alternatively, if you have a different address I can send it to, you can let me know. 

[DRL]

Thank you for your response John.  I've forwarded alternate email info to address the immediate issue.

Please note that all of my emails on this topic have included my phone number where someone could have contacted me about the bounced email.

Thanks

[ClaireMills]

Thank you.

I will make sure that we revisit the process to ensure a smoother renewal process.  We appreciate your reaching out and we will work to correct this.

Regards,

Claire

[ClaireMills]

Hello,
I will get the right Account Manager to reach out to  you immediately.  I am sorry for the delay in response.

If you do not get an email within the next 4 hours, please send me an email directly @ claire.millsap@lansweeper.com 

Thank you.

[Obi_1_Cinobi]

Hello there!

I sincerely apologize for the delay and lack of communication you’ve experienced. I understand how frustrating this must be, especially when your renewal process should have been smooth and timely.

Lansweeper is absolutely still in business, and I will personally escalate your case to our sales team to ensure that someone reaches out to you as soon as possible. 

While the support team cannot directly assist with sales-related issues, please know that you can always reach out to us for assistance as @duster1 suggested. We will make sure your request is routed to the right team.

https://www.lansweeper.com/contact/contact-support/

Thank you for your patience, and again, I’m sorry for the inconvenience this has caused. I appreciate you bringing this to our attention, and I’ll make sure it gets the right follow-up.