w3 Wrote:Don't get your hopes up. Their Pro Customer Service sucks.
About a year ago, I had a real bad experience with their Pro Customer Service. It took almost a week for us to get my LastPass Pro unlocked again after I accidentally destroyed my key codes.
I was locked out of everything.
Their emails responded to me between about 12 to 30 hours after my last message to them. Not minutes, but hours. I couldn't believe it. Many of their questions were quite irrelevant to my situation. I am sure a short 5 minute conversation on the phone would have fixed my problem, or at least help me understand what I needed to get to them to insure I was the one authorized to make changes.
At the time, I managed about 10 websites. I was locked out of all of them. It really caused me pain. Of course they didn't care.
They are a security company. They NEED to be faster. To me an analogy would be that they are a fire fighting team on-call to put out fires, but when you call them in an emergency to tell them about a fire in progress, you need need them to respond in minutes. Instead, it felt more like they want you to make an appointment to talk to someone in 3 days, or tell you everyone is out of the office and wont be back until tomorrow. It is an incredibly inconsistent position.
My additional costs to deal with the fallout from that event were hundreds of times the cost of the software.
I switched from Keepass because of some limitations like lack of secure synchronization between different platforms and Lastpass had better integration with web sites. On the other hand, I did like that KeePassthey could handle much greater variation in the flow of logging into a web site even if it took more coding. LastPass is bad at that.
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