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User review of ShareFile

WORST CUSTOMER SERVICE IN THE WORLD

- by Anonymous Reviewer

USER SATISFACTION

RECOMMENDATION
4 out of 7
Maybe
COST EFFICENCY
5out of 7
Good
OVERALL IMPRESSION
3out of 5
ok
EASE OF USE
3out of 5
ok
CUSTOMER SUPPORT
1out of 5
very poor

PROS & CONS

What are the best aspects of this product?

good, secure, reliable cloud system. easy to use. Files stored in the cloud and copy on your computer. When you modify files on your computer, it automatically synchronizes to the cloud

What aspects are problematic or could work better?

if you encounter a difficulty, you will experience extreme aggravation in attempting to get help, made worse by the fact that they created the difficulty:
1. you call the general help number
2. they waste your time giving you useless information before permitting you to request technical support
3. customer service comes on the line with no awareness of the ID info they required in the previous step
4. customer service tells you to explain the problem so they can connect you to the right department
5. they connect you to hold
6. no one ever comes onto the line, and you are forced to listen to "soothing" hold music that is only more infuriating as you watch the minutes tick by toward your deadline
7. you give up and repeat from step 1
8. when you complain about the above to customer service, they tell you they have a high call volume-this translates to "we did not hire enough people to address the issues we are creating for our users"
9. they send you an email telling you to expect assistance within 8 hours, which is only 7 hours and 55 minutes too late
-note: on the plus side, they do have at least one competent and responsive tech support person
-note: they also refer you to their "knowledgebase" which comprises a million different issues and their "solutions" that I cannot possibly sort through to figure out which tech-speak, if any, translates to my issue

What features/services would you like to see in future versions of this product?

actual tech support providing actual help promptly without unnecessary aggravation

What specific problems in your company were solved by this product?

we needed a reputable cloud system-sharefile is citrix-owned and we used citrix at my old office. I believe they provide a very high-quality product

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

3-5 years

COMPANY DETAILS

What is your company size?

1-10 Employees

What is your industry?

Law Practice

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

yes

What software did you use before?

I do not recall

Why did you decide to change it?

Citrix has a great reputation and my previous experience with Citrix

Are you satisfied with the change?

Quite

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 week

How many people in your company actively use this product?

all employees

What is the primary use of this product in your company?

both B2B & B2C

EFFECT ON BUSINESS GOALS:

How did using this product affect your business goals?

  • It provided accessible storage locations for data.
  • It made information easily accessible for users even when away from work or offline.

PRICING & COSTS

What was the cost of implementing this product?

I don't recall but the cost is reasonable

What is your total annual cost for using this product?

I do not recall but the cost is reasonable

How long is your contract with the vendor?

Unlimited

Did you get any discount for this product? How much?

I do not recall

FEATURE DETAILS

File Management

Search
4
very good
Device Synchronization
4
very good
Web Interface
4
very good
File Type Support
4
very good

Collaboration

File Sharing
4
very good

Administration

User and Role Management
4
very good
Single Sign On
4
very good
Policies and Controls
4
very good
Device Management
4
very good
Storage Limits
4
very good
Storage Zones
4
very good
Security
4
very good

Platform

Internationalization
4
very good
Performance and Reliability
4
very good
APIs
4
very good
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