I was introduced to this place by a friend and have been messing around with it for a little while. Testing it, trying to get familiar with it. Looking at some of the other products offered. I think it’s a really good idea that you have a free product that ties in a lot of the other services that can expand the free service. I like that there are tons of other products that could be used in various capacities. Right now I am trying to decide what product I would like to use as I start to build my MSP business. Having this free product to build off of really helps for the bottom line. However, In the time that I have been here, I have noticed several things that are not quite right.
I understand that Comodo One is a free product but you offer it as a base for your other products. Essentially you are using it as a marketing tool to get people to buy your other products. While support is not normally included in free products, free products are usually not used as marketing basis to get people to buy other products in the company. In this strange scenario, the support on your free product directly relates to the support of your paid products. For example, if you have an new customer and they know you are offering this free so that you will see how good the service and buy other products. Then you provide a minimum of support, how does that make your paid products look?
As a continuation of the support topic. I had an issue trying to figure out how to use the trial of NxSIEM and finally got into it after a link on an unrelated post in the forums. After that I could not seem to add what ever service that actually is to Comodo One even though you are supposed to be able too. I did post in the forums about that and as of yet have yet to receive any help on that. Once I set up my account for that, I could not figure out how to log in since the directions were not clear. I am actually in it now but two forum posts, a support ticket and a chat with support did me no good. This was support for a trial of a paid service and still could not get any meaningful support. As for the chat session, I explained the issue and was asked for my subscription ID. When I provided that I was informed that support does not handle that and I need to contact sales with a disconnect immediately following that. No, “Is there anything I can help you with?” No “Have a good evening.” I do not have a transcript of that chat because that feature did not work either. I put my email address in and sent but the transcript never showed up. Also on this topic, I have been waiting almost 48 hours now for the customers that I entered into the trial of NxSIEM and they are no where in sight. I have no idea who or what I should consult for support on that.
I would like to have a better suggestion before presenting this one but I’m just not sure how to do it. There are at least 2 forums, a support section and a consortium to keep track of to get full benefit of the products. Also, on that note, The sheer number of products. Some of them are rather confusing on what they are. Is there anyway to narrow them down or something?
In the forum, there are quit a few issues that have been answered with “We have escalated the issue” and never see anything after that. Are these issues actually being worked on? Is there any updates to looking into the issues? It just seems like you throw out the canned response and hope it’s good enough to keep people happy.
I think it is awesome that you provide a free service but in my opinion, if you are going to base future customers on and try to build a relationship with customers off this free product as a way to introduce your other paid products, might I suggest that you provide a similar level of service to everyone? Aren’t the free people the ones you are trying to impress? That is why you decided to offer a normally priced per PC product for free anyway right?
I hope this was constructive and not to negative. I was hoping to get you to rethink your support experience and maybe make things better for all of us.