The customer service and support were really good. 

Customer Service:

This is a very weak point with LogMeIn.

Their customer service is very scripted and almost mindless. It takes forever to escalate to get some actual help. When escalated, issues are looked at, but very rarely is a solution fully-provided. Typically, the answer is, we see it, we will work on it, then we never hear from them again.

This has driven us to really rethink the LogMeIn service altogether. Unfortunately, we are not able to find something that offers the same feature set and is competitive.

Technical Support:

Technical support is lacking, despite our multiple complaints about the low quality of customer support; very little is ever done on it. This is over the span of three to four years of usage. Unless some really drastic decisions are made, I would not expect much from support.

I've never called in.

It was really good at the beginning, and then all of a sudden it got not so good. But it seems like it's been improving more, lately. So it's been an up and down situation with support. But I think that, for the most part, it seems to be improving. 

I don't call it a lot, but when I did call it, maybe six months or a year ago, it seemed like there was a big problem with it. But now it seems like that has been resolved, or at least it's better. For a while it took them a long time to get back with us on simple things. They seem like they're responding better now, so hopefully that continues.

I had an issue a few years back, and it was resolved. But I haven't had to use much tech support. But, all in all, the tech support is good.

I have no experience with technical support.

The product is stable enough that I have not had to contact them very often. I do send technical support an email maybe once every couple of years to ask questions. They are very reliable as far as responding within a reasonable amount of time. I would approximate less than 24 hours, and they were able to address everything that I asked in a timely, responsible, satisfactory manner. 

When I've had to call for help they've been really good.

I've not had to contact technical support for anything.

I don't have any problems with it. I have never had to call and get support because it's pretty simple to use and understand how it works. I have no complaints, to tell you the truth.

I haven't called them for support.

The customer support was great. Any issues I encountered were responded to in a timely manner and they were able to resolve any issues that I had.

I would rate the level of service as excellent. Response and resolution was handled professionally.

I rate technical support a 10.

I have never been able to talk to anybody. As I recall, there is no phone support. I have not had any issues with support, but I was not able to talk to anybody. 

I've never had to use technical support for LogMeIn Pro.

I have used their VPN solution, Hamachi, before, and I had to contact technical support about it on just one occasion. We no longer use it.

We haven't really had to contact the technical support much, which is probably a good thing. At least I'm not aware of any instance where we have had to get in touch with them. My guys basically take care of it, so I don't know. I haven't heard of any issues in terms of having to contact support.

Customer Service:

An eight out of 10.

Technical Support:

An eight out of 10.

I may have used them in the very beginning, but I haven't needed to in years. But when I did, they were very good.

I have called tech support and my issue was resolved quickly.

5 stars.