Impero - Education Pro - Self Install Request - Very Slow Support

[Jaan]

Anybody else having issues with Impero?

 

First impressions aren't good, i've been waiting a month now for the details to get Education Pro installed. I have also sent requests for self install documentation and links etc as they say it's a busy time for them......hence why i'm happy to self install and not have to go down a team call to have my hand held.

 

 

I've emailed and also booked multiple jobs on the portal..... i even received an email from their "Credit Control" team saying we haven't paid! i explained we haven't received Education Pro yet so that needs sorting before we'll be paying....... they said they would directly contact our account manager to get that resolved........that was a week ago tomorrow.........

[ITGuyNW]

It took me one month to go from sales agreement to actually getting the links and activation code. That was also through many escalation routes.

[Cat_Jam148]

Three weeks ago we had a demo with them and asked if we could get a trial setup...we're still waiting.

 

Seems like nothing has really changed since we moved away from them in 2018 on both the support and features side.

Edited November 8, 2023 by Cat_Jam148

[DaveTheTech]

Our renewal was slow and took chasing our account manager to get it resolved.

All he said to do is to email support - but I am guessing he gave them a nudge as well.

[Jaan]

Approaching 3 months now......... this is a joke!

[SteveM555]

Same issues we had all those years ago, we moved to NetSupport School + NetSupport DNA. Only needed to contact support a handful of times within 6 years, and always got someone on the phone when needed.

[HereIGoAgain2601]

We moved last year to hosted impero - basically they run the server side for us and we can only access the console. Whilst support always replies promptly, their skillset leaves a bit to be desired.

 

We will be looking to move away when our contact expires in November

[Cat_Jam148]

Three weeks ago we had a demo with them and asked if we could get a trial setup...we're still waiting.

 

Seems like nothing has really changed since we moved away from them in 2018 on both the support and features side.

 

Never did manage to get that trial we wanted set up - decided to go with NetSupport & Classroom Cloud which does the job for us. It's got some odd quirks compared to Senso Cloud but I'm more than happy with it.