Refuses to give me a quote Refuses to give me a quote without a lengthy marketing call that is generally only intended to impress upper management Don't waste your time with them, because they're sure gonna attempt to waste yours

Unable to manage devices after an upgrade, poor communication from Filewave. I haven't been able to manage my devices for a week now since I upgraded to 14.0.2 (I tried 14.1.2 also, no dice). The support person told me that I shouldn't revert my snapshot because "it's not recommended" even though as a part of your KB you tell people to create a backup before performing an upgrade presumably for this express purpose. The support model of "remoting in and controlling your computer" is not something I like, I prefer to have someone walk me through it rather than someone do it for me. I learn nothing that way. I asked the support tech for an update from Development (who my problem was passed to) a few days ago and she passed the message along but no one has updated me on anything. So not only has my problem not been resolved, I have received no indication that it is even being worked on. There are some things to like about Filewave, but I am not very happy right now with the support or the program.

Clunky Clunky as gosh darned heck!

I find most all of your support team… I find most all of your support team very knowledgeable and helpful. Very good customer service. Quick to respond and follow up.

Transition from VPP tokens to ASM tokens We had a staff member that decided they would be switching us from Apple's VPP service to ASM and in the middle of it started complaining that the filesets for the apps were not being pushed out. I was able to get in touch with Filewave and the tech was able to determine that the filesets did not know which authority to use to install them since they were jumping back and forth with a legacy token versus the new token. Some homework was given that day to see if it would work. The next day I was able to schedule again with the same tech and several more things were passed back and forth to fix it further. The tech gave me some homework things to do later that night when people would be off the system and the next day, I scheduled one more appointment with the tech to figure out one last part of the puzzle of not having the devices connect. We are running again. Not completely smoothly since we have some clean up to do, but the persistence of the tech to help out was excellent.