LogMeIn Rescue Archived Reviews (More than two years old)

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Real User
Net Admin at a translation and localization position with 51-200 employees
May 24 2018

What is most valuable?

It is very straightforward to set up, use, install, and transfer sessions. File transfer, screen capture, video replay.

How has it helped my organization?

Before we were using this, everything either had to be in-person, or one computer at a time. There was no way to access multiple computers, or share between technicians. This has allowed us to do all… more »

What needs improvement?

Network browsing and connecting on the LAN, because if you can't see the computers on your network, what good is the product? Also, they need to improve their technical support.

What's my experience with pricing, setup cost, and licensing?

The rescue model is licensed by user. I have five users licensed. The pricing is worth the value.

Which solution did I use previously and why did I switch?

Previously, we just used Remote Desktop and in-person sessions.

Which other solutions did I evaluate?

I never evaluated anybody else when purchasing this solution. There are other options now, but not that many options six years ago. I have tried Bomgar, and some other items for this, but none of them… more »
Real User
IT Manager at a retailer with 51-200 employees
Jan 29 2018

What is most valuable?

The ability to remotely access the desktop, or remotely log in to the user's interface to see what they're doing and interact with them.

How has it helped my organization?

Because we have many users in the field, the only time they would ever come to the corporate office is on a Monday, so if something would happen to go wrong on a Tuesday… more »

What needs improvement?

I would think it needs better iOS integration. It's still limited in its functionality when it comes to iOS. Currently, when you do something other than iOS, you're not… more »

What's my experience with pricing, setup cost, and licensing?

It's definitely worth the value.

Which solution did I use previously and why did I switch?

We did have another solution. It wasn't as user-friendly on the user side - not so much on my side, on the user side. I really needed something to tell the end user, "Just… more »

What other advice do I have?

I would just tell them to do it. It's a very easy solution. It will save them a ton of man-hours and downtime if they invest in this software, because again, it's very… more »

Which other solutions did I evaluate?

At that time I was using LogMeIn, and I was very happy with that product, so when they started pushing Rescue, I demo-ed it and it was very similar to LogMeIn so I decided… more »
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Robert Gabriel
Real User
President/CEO at Microwize Technology Inc.
Jan 29 2018

What is most valuable?

I tried different software out there and LogMeIn Rescue has the best compatibility. Something else might work, but you have conflict with so many networks. LogMeIn has the best ratio of almost 99%… more »

How has it helped my organization?

I have technicians all over, and not everybody is an expert in all areas. They are able to bring other expertise from different locations with the click of a mouse. They can invite in other… more »

What needs improvement?

The one big problem that I have with LogMeIn Rescue is, I use a Mac. All my technicians use PCs. I use a Mac, and the Mac agent crashes at least once a day. I have to stop it and start it again. To… more »

What's my experience with pricing, setup cost, and licensing?

I was actually pleasantly surprised when one of my people was getting support from Microsoft and they found out that Microsoft also uses LogMeIn Rescue. I didn’t need that to sell me. I tried to get… more »

Which solution did I use previously and why did I switch?

I was using something called VNC Connect, that was a free solution. It was not as professional and it was not as secure as, I heard that people can get viruses from VNC. I didn’t want to take that… more »

What other advice do I have?

I think it’s the best product out there. It’s probably one of the most pricey but it’s the best product out there. I give it a nine and a half out of 10. The only part that needs improvement is the… more »
Real User
Associate Director of IT Assets & Procurement
Jan 21 2018

What is most valuable?

The multiple connect methods really help with users who are not tech savvy or knowledgeable about their own computers. We're able to give the same live support experience… more »

How has it helped my organization?

It helps Support Techs resolve issues on a first-call basis, without having to wait for other tools to be freed up or become available.

What needs improvement?

They need to combine computer and mobile end-user support to be a more streamlined experience.

What's my experience with pricing, setup cost, and licensing?

Pricing is reasonable and easily offsets other costs, while resolving issues in a much quicker timeframe.

Which solution did I use previously and why did I switch?

We have other tools that are included in our management systems but they are not as easy to use. We still have them. LogMeIn compliments them by connecting easily to… more »

What other advice do I have?

The product is a 10 out of 10 for use. Very user-friendly and works across all of the systems our enterprise support team supports. Very useful for accessing and… more »

Which other solutions did I evaluate?

TeamViewer, Timbuktu, Remote Desktop for Windows, and Casper Remote (now Jamf Pro).
Real User
Technical Architect
Jan 21 2018

What is most valuable?

LogMeIn remote tool is a high priority for business, that's for sure. We require a remote tool. It's mainly for remotely doing business and doing jobs, so we don't have to go there.

How has it helped my organization?

We have an application, our LogMeIn application, a one-click application. Because we have employees in different locations, we have given them this application, so when they click the application… more »

What needs improvement?

How the accounts work is one thing that needs improving. The account people always recommend one thing and and something different happens. I was in a monthly commitment, paying them monthly. My… more »

Which solution did I use previously and why did I switch?

I was with Bomgar, but Bomgar used to provide me hardware to install, so that was the reason I left it. Otherwise, I liked Bomgar better than LogMeIn, actually. But the issue was that in every center… more »

What other advice do I have?

I would say LogMeIn is good. If you are really looking for nice reporting, a nice tool, go to LogMeIn. I give it a seven out of 10 because of the service issues and the product not being available for… more »

Which other solutions did I evaluate?

I have a few others I work with. I have to keep them because you cannot rely on one. You never know.
Real User
TSM at a manufacturing company with 5,001-10,000 employees
Jan 10 2018

What is most valuable?

It has a client, but it is pretty quick loading the client on the users that we have to connect back. It is very light and quick. We have several machines that have the… more »

How has it helped my organization?

The time it takes to troubleshoot one of our users is cut significantly. Instead of trying to walk-through a user on how to fix their computer, we just log in, do it, and… more »

What needs improvement?

When we try to remote into an iPhone, it is not as easy as an Android or a computer. The iPhone remote: It needs some improvement. When do you log in, it maybe how the iOS… more »

What's my experience with pricing, setup cost, and licensing?

It is on the medium to high side. For us, it is worth it. For the amount of time they save us, it pretty much pays for itself.

Which solution did I use previously and why did I switch?

We had VNC, pcAnywhere, and TeamViewer. Now, TeamViewer is almost or as robust as LogMeIn. However, we needed something that did not need knowledge on the user side. In… more »

What other advice do I have?

Test it at a low scale, because it is an expensive product. Test it at a low scale for a month or two. After that, make the decision if it will work for you.

Which other solutions did I evaluate?

We tried TeamViewer, but we had some issues with ports and things like that. Then, pcAnywhere needed a central server, and we did not see a need for a central server. We… more »
Real User
Web Services Administrator at a healthcare company with 501-1,000 employees
Jan 10 2018

What is most valuable?

The ability to have an easy way to remote on to a remote computer without having prior access to it.

How has it helped my organization?

When a client calls and has a computer that we have not been on before, because it may be new (or whatever) and they are having an issue, we can still remote on it and help troubleshoot.

What needs improvement?

The interface is not user-friendly. It looks a little outdated. I think the options are there. I think just the layout needs improvement.

What's my experience with pricing, setup cost, and licensing?

Look at the different plans they have. Do not pay for a plan you do not need. The pricing is a little on the higher side, though.

Which solution did I use previously and why did I switch?

We switched to LogMeIn because of features. At the time we switched, it was still free to a point. However, the product is good enough that we went ahead and started paying for it, even when, it was… more »

Which other solutions did I evaluate?

I do not remember evaluating any other options.
Real User
IT Infrastructure Lead at a energy/utilities company with 51-200 employees
Dec 24 2017

What is most valuable?

Our favorite feature is being able to diagnose customers' problems by seeing them on the screen, rather than just over the phone.

How has it helped my organization?

When we have a software product that we develop and support, and when customers phone in with issues, lots of times we struggle to determine the real issue, because they're just phoning it in. We use… more »

What needs improvement?

The pricing, is a little on the high end but it's proven itself to be worth it for sure.

Which solution did I use previously and why did I switch?

This is the first solution of its kind for us.

What other advice do I have?

It works really well. It allows us to see the problems on users' screens.

Which other solutions did I evaluate?

We use other LogMeIn products, so this was the only one we really looked at.
Vendor
Senior Technology Director
Dec 19 2017

What is most valuable?

The desktop sharing allows our clients to demonstrate the issue they are having, and then allows us to provide remediation directly.

How has it helped my organization?

It allows us to rapidly solve issues for our customers on a remote basis, regardless of the location of the customer.

What needs improvement?

I would like a single sign on for all of our (five) accounts so that I can immediately use an available seat. Right now, I have to try to log in with each account separately, in an attempt to find an… more »

What's my experience with pricing, setup cost, and licensing?

I don’t advise anyone on these subjects.

Which solution did I use previously and why did I switch?

Yes, we switched because the other product was not staying current with the latest OS’s and browsers for support and compatibility.

Which other solutions did I evaluate?

Yes, GoToMeeting, join.me. We actually purchased a combination of all of the products.
Real User
Data Center Technician
Dec 19 2017

What is most valuable?

* Availability to get users connected via link, email, or text * Being able to transfer files quickly and easily via the remote file manager * Ability to save a permanent… more »

How has it helped my organization?

We are able to quickly and easily get clients connected to our triage techs which allows us to resolve issues much more quickly, and with little stress, to an already… more »

What needs improvement?

Support to remotely control more mobile devices' screens is desperately needed. It is sad to see how long this product has been out and how many phones are still not… more »

What's my experience with pricing, setup cost, and licensing?

We don’t advise anyone about pricing or licensing, we only use this for our organization. Even our clients that are larger, that have their own internal IT departments, do… more »

Which solution did I use previously and why did I switch?

We used to use VNC or TeamViewer, but they are way too much of a burden to get average users connected remotely. They are not nearly as stable either, and have licensing… more »

What other advice do I have?

This product is easily a 10 out of 10. To me, Rescue is the best in the business - the Cadillac of quick access remote software. Everything from the functionality of the… more »

Which other solutions did I evaluate?

As mentioned, we had been using VNC and TeamViewer, but there was no need to trial anything else once I recommended Rescue. Rescue is simply the best.
Art Ochoa
Real User
Director of IT at a retailer with 11-50 employees
Dec 13 2017

What is most valuable?

The ability to run it as a console when I log in. It thinks I'm there. It allows me to do file transfers. It allows me to see event logs through the utility, as opposed to having to open them on the client machine, so I can help… more »

How has it helped my organization?

People no longer want to kill me. Meaning, with the amount of tools I have accessible to me through the product, there's less interaction needed with the end user. In other words, all I have to do is have them get that machine on the… more »

What needs improvement?

My biggest complaint was iPhone, which they're steadily working on making better, which is great. As I said, I haven't had a chance to test it, but I'm really excited about it. Looks good. The iPhone support has been the Achilles heel for… more »

Which solution did I use previously and why did I switch?

I was using GoToMeeting, I was using LogMeIn, and I was using some other product. But LogMeIn gave me many more features than the other guys, so I went with the LogMeIn package. I got onboard with LogMeIn because it was free at one point… more »

What other advice do I have?

The pro is, of course, that the end-user experience is about as easy as can be with this product. And from a technician point of view, it gives you so many tools to help diagnose that end machine, which is fantastic. To me, that was the… more »
Vendor
Co-Founder
Nov 26 2017

What is most valuable?

* Being able to reboot computers into safe mode, when needed. That has come in handy in regards to IT troubleshooting. * We use "Unattended Access".

How has it helped my organization?

When we work with clients remotely, they usually always come back. They are recurring clients. So, it is real easy when we work with them, and we are using LogMeIn Rescue… more »

What needs improvement?

I would like to see a mobile client that would work on an iPad, so I do not always have to be on a PC or a full-blown Mac operating system. I would like it to have an iPad… more »

What's my experience with pricing, setup cost, and licensing?

The only downside is pricing. I think each technician license is somewhere around $100 or $120 a month now. So if you have a lot of technicians, it can get expensive, for… more »

Which solution did I use previously and why did I switch?

I am the one who made the decision to switch to LogMeIn Rescue, based on the Rescue Technician licenses. Prior to that, we were probably using whatever version of LogMeIn… more »

What other advice do I have?

I do not have any shortcomings with the product at all. It meets our exact needs for what it does and how we use it.

Which other solutions did I evaluate?

No, I was at a small business technology trade show (one of Microsoft's S&B trade shows), and the uniqueness of LogMeIn Rescue pretty much sold itself. I do not recall if… more »
Vendor
Chief Information Officer
Nov 22 2017

What is most valuable?

Ease of use: Ease of end parties being able to login into the software.

How has it helped my organization?

I am a one man support show. So, it gives flexibility to be in more than one place at a time. I could be working at seven people's desks from one location. That is pretty… more »

What needs improvement?

Lessen the cost of it.

What's my experience with pricing, setup cost, and licensing?

If price is an issue, look elsewhere, but they are robust in features. For our company, great features, but too expensive. We are trying to keep costs down. If it were not… more »

Which solution did I use previously and why did I switch?

No previous solutions, but now I am also using TeamViewer and GoToMeeting for certain things. I am kind of diverse. I still have LogMeIn Rescue and I have to decide if I… more »

What other advice do I have?

Do your homework.

Which other solutions did I evaluate?

TeamViewer was one of the direct competitors.
Vendor
IT Manager, System Engineer, Consultant at a tech vendor with 51-200 employees
Nov 21 2017

What is most valuable?

* It gives us the ability to connect to PCs through a firewall. * They provide a multi-operating system with multi-platform support. * We have never had any issues with it.

What needs improvement?

It used to be cheaper: LogMeIn used to be free and LogMeIn Rescue used to be cheaper. The ability to log into PCs, MACs, and iOS to do On-Demand support for our software and troubleshooting is the big… more »

What's my experience with pricing, setup cost, and licensing?

They have raised their price so high on all their products, it has left room for competitors to come in. Where I used to work, where I had five licenses (and more stuff), and two LogMeIn Centrals, I… more »

Which solution did I use previously and why did I switch?

We have never used another product.

What other advice do I have?

It works. It's the best product out there for support. The caveat is the price. You're paying for it. It is by far, probably, the premier product out there for support. The problem is, for a smaller… more »

Which other solutions did I evaluate?

For doing remote support, this was the research we did for remote On-Demand support. This was really the only viable option at the time. We have been in it so long, now there are other options out… more »
Vendor
Owner
Nov 21 2017

What is most valuable?

The ability to either send a link or have a client that is not managed; essentially, to be able to access them remotely.

How has it helped my organization?

A lot of our clients are in a 60 mile radius of our office. The ability to solve a problem in 10 minutes rather than roll out a truck makes a huge difference.

What needs improvement?

As a whole. I am still a little disappointed with the mobile side of it. Unfortunately, we just can't take over and manage a phone like we can a computer, and that would… more »

What's my experience with pricing, setup cost, and licensing?

It's a little too expensive per license per year, but it probably pays for itself in the first 60 days of use every year.

Which solution did I use previously and why did I switch?

We picked Rescue because our management console ran LogMeIn Pro and that was just part of the offering which came with it. We were so happy with LogMeIn Pro that we added… more »

What other advice do I have?

It is a great product. The reality is if you buy it to manage phones, you probably should not buy it. But if you buy it to manage computers, it will do just about anything… more »

Which other solutions did I evaluate?

We actually looked at several other options. We were so pleased with the LogMeIn Pro, which we were already using, that we just went ahead and did Rescue as well.

What is LogMeIn Rescue?

LogMeIn Rescue delivers unparalleled remote IT support technology that allows enterprises to better manage mobile remote support and remote desktop support helping users across PC, Mac, iOS, Android support and more. Features include remote computer access, mobile app support, and the exciting Rescue Lens interactive video support feature that allows support technicians to see exactly what the end user can see. LogMeIn Rescue is truly on the cutting edge of the remote technical support industry.

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LogMeIn Rescue customers

Lenovo, HTC, 3M, Accenture, IBM, HP, General Electric, Make-A-Wish, Vodafone, Zero Motorcycles, Arise, Fuji Xerox, Endsleigh Insurance, Fordham University, Hologic, Meineke, Motorola, Toyota, and more.

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