My Experience with NinjaOne Sales
TL:DR I approached them, I didn't need enough seats to meet their minimum, but they said they'd try and get me an exception. They ghosted me, forgot they ghosted me a few months later and called me out of the blue, said they'd look into the exception again, then called me back and pitched me on the full seat count before pivoting to "okay we can make an exception but you need to buy crap you don't need to spend the same amount of money as if there was no exception" and I'm pissed about it.
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I have accumulated some side work over the years that has turned into me managing about 20 total endpoints for people. I was looking to get onto an RMM that would allow me to take care of my two remaining business clients and handful of residential ones for a reasonable price, and I know how often they get recommended on this sub, so I decided to give them a call.
I was upfront from the beginning about how many machines I wanted to cover, and they told me they have a minimum of 50. I said well I'm not going to go anywhere near that, I'm winding this operation down not up. I was ready to end the conversation there, but they said they would look into getting me an exception for my use-case. This was at the end of July.
They emailed me again a week later in early August letting me know they were still working on it (after I asked), then ghosted me entirely. I got an email at the end of August from their system "Sorry to see you go, but we'd love to hear from you!" - weird, since I never left or turned them down, but I filled out the survey in early September when I got the reminder email, and put down my thoughts on the experience with my contact information. I checked the box for a follow-up, and did not get one.
Two months go by and I got a call from their team asking if I was still interested in their product; I explained that I was but they had ghosted me. I explained that the last I heard, I was waiting for an exception to the minimum count so that we could get started. They said they'd get back to me, and after some phone tag, I finally had the last call with them today. The sales rep started off by repeating that they have a minimum seat count, as if they had no notes about my needs. I reminded them of my use case, and they said that they don't need the manager as they have approval to sell at about 20-25 seats. In my head I'm thinking FINALLY we're getting somewhere. NOPE!
The rep then goes on to explain that while they can get the minimum seats down for me, that I have to buy a bunch of unnecessary add-ons to get the minimum spend back up to the same price as if I had bought the 50 seats in the first place.
I value my time, and don't really appreciate being d\*\*\*ed around, ghosted, then d\*\*\*ed around again. The lack of transparency and honesty from the NinjaOne team, combined with the disrespect for my time, has completely soured my opinion of the company. It's not quite as bad as my disdain for TeamViewer, but I'm definitely putting their product next to TeamViewer in the trash can. I'm the technical lead in the MSP space with heavy influence on product decisions, and this was also going to be a trial run for me to be able to recommend it to our CEO as a replacement for Datto, since Kaseya sucks more and more every renewal.
If anybody can recommend a solution, I'm back to square one for now!