Poor technical support from Pulseway?

[Ian G]

Hello,

We are long-term Pulseway customers but lately the Pulseway client has developed a bug and continuously uses up to 20%+ CPU utilisation.

We logged this with Pulseway on the 4th of July this year but they have been completely ignoring the ticket. I regularly reply to the email thread for an update (at least once a week) but I am ignored. The only time I had a meaningful response was when I threatened to cancel our subscription. This was short lived and now I am back to being ignored with no status updates on my ticket.

We like the product but we have a handful of servers with this bug and I am simply installing other monitoring products on them. Today I have sent my usual email to Pulseway support asking for a status update on my ticket but I'm certain I'll get nothing back...

The next step will then be to install a better monitoring product like Infradog and to write the same post on Spiceworks so people know that Pulseway doesn't offer good technical support.

 

[Paul]

Hi Ian,

I'm sorry to hear that your ticket is not yet resolved. I've familiarized myself with your case and it appears that it is currently with the development team. Unfortunately the issue is more complex and there's no immediate solution on it. My colleagues from the support team can only provide status updates if they get any from the development team and in this case there hasn't been any progress made.

Rest assured that we are looking into the issue.

-Paul

[Ian G]

Hi Paul,

I understand that this may be a complex issue but I need it resolved. A member of your support team contacted me just after I posted this and said they would contact the developers for an update.

I haven't heard anything back yet so I can only assume that no progress has been made or the support team hasn't contacted the developers. 

I can't continue on with this situation I need a timescale for the fix at the very least, It seems like the problem has just been shelved.

Thank you,

 

[Paul]

Hi Ian,

Rest assured that this issue is not shelved but there's been no progress made on it simply because it's scheduled to be fixed in the next Windows agent maintenance release (it's on the top of the priority todo list). I'll post an update as soon as I have a beta build so you can install it on your affected system.

-Paul

[Ian G]

When is the next "Windows agent Maintenance release" I am still struggling on with this problem?

[Ian G]

Hello Paul,

Happy new year, do you have any news about our technical issue?

[Ian G]

Hi Paul,

Any news on this?? We recently built a server 2016 Citrix VDA and this problem was present on it.

As soon as we connected the pulseway client to our pulseway account it relentlessly uses 15-20% CPU

Please advise,

[Josh]

Did anyone ever get a response on this? I have this issue all over the place and it seems to be more noticeable when your logged in through pulseway rdp. 

 

 

[Paul]

Hi Josh,

Just to confirm it's the same issue, does the CPU usage increase for the PCMonitorSrv.exe or for pcmontask.exe?

-Paul

[Ian G]

Hi Josh,

I haven't had a response from Pulseway in regards to this issue for quite a few months now.

I don't think they plan to resolve this problem.

Hope this helps,

[Ian G]

On 10/22/2018 at 9:39 AM, Paul said:

Hi Ian,

Rest assured that this issue is not shelved but there's been no progress made on it simply because it's scheduled to be fixed in the next Windows agent maintenance release (it's on the top of the priority todo list). I'll post an update as soon as I have a beta build so you can install it on your affected system.

-Paul

 

Still no support from pulseway.

[rgouette]

So, is this a one-man show, kinda thing..?

I submitted a SALES inquiry this morning, and haven't heard back.. in the IT world, that's 4ever, for sending for info

on a product...

hmm

[Paul]

I'll look into what happened to your sales inquiry and get back to you. Sorry for the delay.

-Paul

[rgouette]

No worries...hey , it's 7:28PM Ireland time.. go get a pint

[Paul]

IT never sleeps . I've found your inquiry and asked around what's the hold up. Unless everyone took your advice and went for pints someone should reach out to you soon.

-Paul

[Paul]

Just following up to check if someone reached out to you and if everything is ok.

-Paul

[Ian G]

On 7/9/2019 at 3:23 PM, Ian G said:

 

Still no support from pulseway.

Good morning Paul,

Could you please ask your technical support team to look into this again as the issue is still outstanding from June 2018.

Thank you,

[Ian G]

Happy new year! Still suffering from this bug! We recently installed a new 2016 server for our Citrix environment and the issue is present.

[Ian G]

Still an issue.

[Ian G]

[snowstorm]

Just following this thread now - how has it gone this long without an update?

[Paul]

Hi @snowstorm,

Are you experiencing the same issue? If so, please contact support@pulseway.com and our technicians will assist you.

-Paul