LogMeIn Rescue Customer Service and Support

Aditya Chhibber - PeerSpot reviewer
Regional Partner Manager - India at To be determined Company

We are already providing quick and fast support. My team takes care of customers, and we have a process team to handle it.  

The support is excellent. We even offer multilingual support and translation for customers in different languages. Even the tool has a feature that support multi-lingual support.

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GH
VP at Step 1 Software

The technical support is quite good. They're one of the more knowledgeable groups within the LogMeIn group because LogMeIn has some products that are meant for the masses more than Rescue. They have millions of Join.me users who just share screens for quick meetings. That's a different level of product tech support. The Rescue people tend to be very advanced and really knowledgeable about the product. For all their products, they're very good for support, but the Rescue tech I've talked to are very knowledgeable.

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RG
President/CEO at Microwize Technology, Inc.

I had a big problem with LogMeIn in the beginning of the year. What happened is they messed up my billing and kept denying it. They kept sending me messages saying that my credit card was declined, but I have unlimited charging on my credit card. Since I knew there was nothing wrong with my credit card, I kept calling. Then one day I went from 25 user licenses (which is what I was supposed to have) down to eight. On that day, nobody would solve the issue when I called support or sales; nobody returned my call in sales nor support. Therefore, I decided to terminate the account and went with a different solution. Two weeks to a month later, they discovered that the error was on their end. It was then that they contacted me and offered me anything I wanted to bring me back, but it was too late. I had already signed an agreement with somebody else. Now, I'm using LogMeIn Rescue at a smaller scale. I did keep a LogMeIn account because I know it works really well, and sometimes, we have incompatibility with certain high security places where LogMeIn will usually work.

In 15 years, I never called for technical support. The solution is dumb-proof. However, we are a technology companies and help people with technical things. So, if you're technically savvy, you can figure it out with zero support.

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March 2024
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it_user71904 - PeerSpot reviewer
IT Manager, System Engineer, Consultant at a tech vendor with 51-200 employees

I do not think I have ever had to call tech support for LogMeIn Rescue.

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RG
President/CEO at Microwize Technology, Inc.

I don’t think we ever needed to get tech support on the line because the software is so easy to use. We are able to figure out everything ourselves. Maybe, in the last 12 years, if I remember correctly, it went down for 15 minutes. I don’t even remember if that’s true of not, but I don’t think we ever went down more than 15 minutes, one time.

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JJ
Vice President at a tech vendor with 11-50 employees

When I opened up tickets with LogMeIn earlier on, 10-plus years ago when we first started with it, all the issues were answered fairly quickly and were addressed. 

In recent years when we might have had questions or issues, it has taken a lot longer, to a point that oftentimes we just don't even bother. I would bring up the various challenges that we have with the account reps at the renewals, and they would then get some person involved in explaining them or saying that they were going to go back to the developers to bring them up and get them fixed, but nothing has ever really been addressed when it comes to the major side of things. They just keep doing what they're doing and saying that's what it is.

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AO
Director of IT at a retailer with 11-50 employees

This might attest to the overall reason that I like LogMeIn so much: I don't think I've had a problem where I've had to call tech support.

The only problem I had - and it wasn't even a problem - was because I move from company to company. Once I go to the new company, I just resubscribe under that business name. Because I don't go in there that often, "Where do I change the logo?" You moved the thingy. "Where do I change the background?" That kind of stuff. It wasn't like, "Oh this is something broken. I need you to help." I've never had an issue like that. It's been rock solid.

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it_user799512 - PeerSpot reviewer
TSM at a manufacturing company with 5,001-10,000 employees

We used customer support one time that we have a problem with the licensing. They explained it to us, and that was it. 

I will say 100% in five years, I do not think we have had to use technical support for anything.

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it_user790485 - PeerSpot reviewer
Data Center Technician

We have hardly ever called technical support because the software is so solid.  The few times we have called were for non-technical issues, and support has always been American (please keep it this way) and able to answer and/or resolve any of our concerns quickly.

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it_user779370 - PeerSpot reviewer
Co-Founder

We rarely ever call them for support, but when we have, it has been very good. I would give them a 10 out of 10.

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it_user774171 - PeerSpot reviewer
Owner

I have only called them once, and it was to complain about a bill.

What happened is I could purchase it two ways. I could purchase it from my management console or I could purchase it direct from them. At the time, my management console was cheaper for what it offered, then they were directing me. I called to complain about that and they fixed it. That is the only time I have ever had to call them. 

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it_user793641 - PeerSpot reviewer
Net Admin at a translation and localization position with 51-200 employees

Technical support is adequate. They are pretty focused on what it is that they do, and if there are any problems outside of that, they are not impressive.

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it_user803538 - PeerSpot reviewer
Associate Director of IT Assets & Procurement

Tech support has been excellent when engaged.

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it_user790488 - PeerSpot reviewer
Senior Technology Director

I have not really taken advantage of technical support, other than the initial roll-out.

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it_user809925 - PeerSpot reviewer
IT Manager at a retailer with 51-200 employees

It was a good experience. The person I spoke to was very knowledgeable about the product, and was straightforward with me about its capabilities. There was no fluff about the product. They basically said, this is not available now and we're hoping to have it available in the third or fourth quarter. It was nice to talk to someone who was straightforward and knew about the product.

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it_user776925 - PeerSpot reviewer
Chief Information Officer

I would rate the technical support as a 10 out of 10. They know their product. Whenever I call them, they help me get to where I need to go very quickly.

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it_user803535 - PeerSpot reviewer
Technical Architect

My experience with tech support has been good.

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it_user799515 - PeerSpot reviewer
Web Services Administrator at a healthcare company with 501-1,000 employees

I have not had any issues requiring support.

With the product, I have never had an issue with it. I have never had to look up anything or call anyone.

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Buyer's Guide
Remote Access
March 2024
Find out what your peers are saying about LogMeIn, TeamViewer, BeyondTrust and others in Remote Access. Updated: March 2024.
765,234 professionals have used our research since 2012.