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MSPs lose trust as vendor account managers churn and go silent
.28
Demand — how loud & how many (score)
Willing to payExplicit
Momentum (7d)▼ 1.8%
Cluster62 posts · 56 people
MarketplaceZendesk Marketplace
Updated7d ago
The story
The pain
We keep getting new account managers assigned without notice, and when we reach out with simple questions or requests, they either don't respond or just hand us off to someone else who also ignores us. This makes it impossible to get help with anything that isn't a critical SOC issue, and we're left feeling abandoned by vendors we once relied on.
Evidence
What people said · 62 complaints, 56 people
I loved Blackpoint when we onboarded with them a few years ago but man what a dumpster fire. Not uncommon but we had 4 reps in the last year and the last one I could not even get to contact me back about some interface and capabilities questions for so long that I have since migrated to Huntress.
3rd new account manager in 1 Year. This time.. Myself and a Sr tech sent a request (simple price question) to our account manager.. 4 days go by, no response.. Then a polite follow up to our now 5 day old request.. AM response: I am not your account manager any more, here you go maybe this person can help Really?? Just like that! And 6 days later. STILL no response from the new AM.
They keep cutting reps , and giving them bigger areas, even though the reps job has become infinitely more complicated with the 7 day quotes and 3-6 month lead times. Not to mention Vendors are in full zero fucks given mode. We have a great rep, but I fully expect him to leave.
Blackpoint left us holding the bag a couple of times. Their SOC dropped the ball for us a couple of times resulting in our departure. Slow response, or not the proper response. Incidents we caught and notified them about. I'd be leary if their customer account managers and SOC haven't gotten any better in the last 6 months.
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