The solution’s pricing could be improved.

We are currently supporting Linux, but there are certain limitations. We are currently working on improving Linux support and addressing certain limitations in the roadmap.

Nothing's perfect but I think it's really a great tool just the way it is. The suggestion that I made to them at their user advisory board is that they combine the two products, Rescue and Central, into one because you really should have both. A bunch of the other people in that meeting very much liked that. 

The product itself is really well-developed. You can tell the people who designed it were all support techs, and they've really worked on giving you every bell and whistle you might want. Other than how it's marketed, I wouldn't have a lot of other suggestions on changes.

The two problems that I have with LogMeIn are:

1. Sales is very eschewed when they come to negotiating an agreement.
2. The billing team was poor when fixing their billing mistake and customer service was missing in action. The was the first week in January, not during the coronavirus crisis.

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 feature, but the disadvantage is the price. 

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 date, I don’t have a problem with people using PC. I think the Mac app that they have needs to be improved.

The solution definitely needs better integration. Reporting is also another part that is lacking. It needs better integration with other CRM products and things like that. 

We use other products from LogMeIn that have their own, additional costs. None of them really work together. Rescue is really on its own, but it would be nice if I didn't have to use two different products when they could be blended together into one.

And the app itself requires so many different updates, requiring us to rebuild it every time, and that's been a bit of a problem, over the last five years, in keeping it up to date for our clients.

From time to time they would have learning sessions to help us learn about new features, but they've become sales pitches as opposed to getting into deeper technology for how we could use it better. They haven't really improved much of it, as far as new features and functionality go. That seems to be lacking in that product.

Also, their ability to support mobile has been really problematic. I've seen other products that have done a better job in supporting mobile products. LogMeIn has just never been able to come up to par there, and that would be a detractor. They've been talking about supporting mobile for 10-plus years, and I really haven't seen any improvement on that.

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 the longest time, because all of my users are on iPhones. 

The only other issue that I occasionally have, and it's not necessarily LogMeIn's problem, is that if the end user is using Mozilla Firefox, instead of Internet Explorer or Chrome, they have to go to logmein123.com, they have to put in their code, then they download. Both Chrome and IE will go through the process of doing the little install app, whereas if the user is using Mozilla, it doesn't necessarily go as smoothly. You have to have them go find the download, and then manually launch it from their download bucket.

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 deals with it. You cannot actually take control, you can only see. You can only pretty much read. If you need to go to another screen, you get disconnected if you did not do it right. If the user has to interact with you on it, then it becomes a little difficult.

You should be able to remote on an iPhone like you remote on an Android. It is not the same experience. Unless you are very savvy on iOS, you are pretty much lost.

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 supported for, specifically, remote screen control.

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 client, like their LogMeIn Pro has. Therefore, I can get into clients computers from my iPad. At the moment, I do not have that capability for providing IT support from an iPad.

It is been that way for a long time. I do not know if it is not a capability of their system, or if they just do not want to invest in it.

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 be really helpful.

The other thing is it would really be nice to be able to use the rescue console on an iPad or an iPhone, and I can't do that. You have to pay for it and we buy it. However, it is not as functional as the app that we use for desktops and servers. Just being able to chat with somebody on a cell phone is not all that helpful. I can call them and chat with them.

Stop and think about it. When I was reading the deal, it looked like we were going to be able to manage mobile devices or at least take them over and fix a problem, set up a mail account, or do something like that. Just being able to do a text chat with somebody, I can do that without the app. 

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.

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

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 available license that is not currently in use.

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 able to take control of what's going on; instead of having to tell the user, "Click here, click there," I would like to have full control over an iOS device, if that were possible.

The other thing I'd like to see, because we are also a LogMeIn client, would be that at some time the two would integrate so I don't have two different platforms to manage.

Lessen the cost of it.

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 credit card got changed at the point in time LogMeIn was trying to run the payment and it didn't go through. I gave the new credit card to LogMeIn, they processed the payment. A week after that, I got a call from my bank saying they want to charge me for the next year. I told my bank to stop the payment because I am paying a monthly cost, I have a budget. You cannot ask me for a year commitment at the moment. I have a year commitment to the program, we have signed the contract, but the agreement was to pay monthly.

Secondly, the product needs improvement on mobile interfaces because on mobile devices it doesn't perform very well. On computers, it is good, with desktops, laptops, it is good. Sometimes iPad is good, but going with other devices, like Android or Windows on smart phones, it's always a problem.

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

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