iNSYNQiNSYNQ is the industry's leading cloud hosting provider, offering an extensive range of over 700 software solutions running on multiple data centers and servicing thousands of clients all across North America.
iNSYNQ (insynq.com) has 159 customer reviews on Five Star Index, with an average rating of 3.6 out of 5.
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IT & Communication · Vancouver, Washington
Excellent
IT & Communication · Seattle, Washington
Excellent
IT & Communication · Spokane, Washington
Excellent
IT & Communication · Seattle, Washington DC, Washington
Excellent
Showing 9 reviews with 2 stars · Clear filters
Elizabeth
I work for a small bookkeeping company. Things were going well until they had a data breach. Since then, overall things have declined. Support was great but then the hold times and response time has been slow and inconsistent. We recommended that our clients use them which makes it doubly bad. Now we have to take the time to find a new company .
Andrew B.
I am quitting iNSYNQ. My desktop is still not running. No emails and no communications have come my way. After this many weeks, I have moved on at the working level. There is no point in coming back. I think there are different parts of the ordeal that deserve a bit of comment. The customer service employees, for example, have really been awesome, once you get through. Kudos to them. The chat responder that I communicated with early on was so aggravating that I would say she continues to be a driving force of emotional animus, what...four weeks later. And then there is Mr. Luchansky...the guy responsible for the whole mess. He really has done an admirable job of responding to emails, reviews on this site, and offering to talk by phone or receive emails. I have read every review and every response. Mr. Luchansky did a good job as a spokesperson for iNSYNQ. It is tempting to let him off the hook. And yet, he is on the hook. He sold a product - virtual desktop hosting with security "better than we could do it ourselves." But when the attack came, he was not ready. If data security existed at all, it was so tied in to the principal system, that somehow it all went down together. Pure fail. At the end of the story, I am not angry. This is, in part, to the deft communication skills of the CEO. I am leaving because iNSYNQ proved, more than anything else, that their service is not indispensable. Peace of mind. I can do it better without them.
Response from iNSYNQAug 3, 2019
Andrew, A few comments here. 1) I really appreciate the generous comments / acknowledgement regarding the support and customer success teams. And I know they've been hard to get a hold of, but I really appreciate your kind words as to how they are to work with once you finally do. And obviously I appreciate your acknowledgement of me doing everything I can from a spokesperson standpoint. I've also had a lot of help from the rest of the team, including the whole leadership team. Those not in the trenches on the technical side have been just as deep if not more so on the communications side. 2) I'm (deeply) surprised to hear that your desktop isn't up and you haven't received communications. I'll try to reach out to you directly immediately after sending this to look into why that would be because you certainly should be able to log in to your desktop, and at this point all (or at least the majority) of your apps should be working. I'm also surprised to hear that you haven't received any comms. So I'd like to look into that directly. 3) You're absolutely right. The buck stops with me. I'm the CEO and there's responsibility that comes with that regardless of the nature or side commentary of the cause (valid or not). Plain and simple. 4) As you've read in some of my other responses to people and our communications overall, as tempting as it is to do so anyway, there's a lot in terms of specifics relating to our situation and our cyber security architecture that we/I can't go into. We definitely did have defense mechanisms in place that were at least up to par with industry standard. Unfortunately, no one is safe from these kinds of attacks in the modern era. While most people know that this trend is true, what many don't appreciate until they endure it most directly is that every organization, and every single individual person has exposure to these attacks. The sophistication of the attacks varies. And in the case of ransomware, the amount of ransom demanded varies (with some correlation to an assessment by the criminal actors' estimate as to what can be afforded). Unfortunately in our case we were hit by a very targeted, brand new, customized attack. I don't raise this point as an excuse, but rather to emphasize that I think it's important that all iNSYNQ customers (anyone reading this for that matter), really needs to appreciate that these risks are radically more pronounced than they were even just one year ago. So just be careful. Unfortunately, no one is safe from these, unless they pay for everything in cash and don't use the internet at all. For us, the one silver lining that I point to with total conviction is that, you cannot fully appreciate: A) the importance; and, B) the best way to, prepare for these things until you've been through one. You, and so many of our other customers can now attest to part A as you've experienced this with us. Part B is relevant to the future of doing business with iNSYNQ. You can do all the audits and all the investing you want, but going through an attack like this is the only real way to prepare yourself as a technology company - both in terms of avoiding it ever happening again, and in the unlikely case that it does, preparing yourself to respond. 5) I understand why you're planning to leave us. Obviously that kills me to hear (and that's a wild understatement) but I understand where you're coming from. My only hope is that you're open to hearing us out in the coming week or so. We've got a lot we'll be offering to those that stick with us in terms of information on steps we're taking, additional add-on products / services we will be paying for to arm you for this kind of thing in the future, and doing everything we can to make our customers whole on the economics side of things. Regards, Elliot
Lisa A.
We have used InSynq for a few years, and rarely had issues before this. Response time was good when there were problems, and overall, we had very few complaints. Then this crazy ransomware attack happened. I FULLY understand the dire situation that InSynq was/is in. I appreciate the panic, questions, supposedly 24 teams working to get us all back up and running. The daily issues as an end user felt like a lack of real information, vague timeframes, etc, but they could not tell us what they did not know. I give them the benefit of the doubt with that. However, the compensation was completely unacceptable. I should be grateful that there was anything I suppose, but the credit toward my next bill was less than what I paid my full time person for 2 days, of the 9 days he sat idle with nothing to do, waiting. AND, applications STILL do not work - this is NOT really "back up and running". Quickbooks crashes, data is still inaccessible, apps do not work. A more appropriate compensation would have been along the lines of 1 month free for every seat you pay for. I emailed 4 times, after we were "back up" with questions, and finally received a response after 4 days. THIS is the new normal? While I agree with another reviewer who believes that after this lesson learned, InSynq may now be safer than before, I am deeply unhappy with the fact that I am paying for the inability to work productively. Today is August 3, and the 19th day that my team cannot truly do all that we need to do, with still no end in sight. ***UPDATE 8/17. STILL no access to my application beyond quickbooks. This has cost our company thousands in lost productivity, actual loss of employees due to payroll processing issues, late processing fees for IRS, and dual billing (my application and InSynq) for a month of an application I cannot access. I was told they had opened a support ticket for me, but when I checked, it was closed. I opened another, and it was closed as well. Not cool. ** UPDATE ** 8/30. STILL cannot use my additional application. I have no way to verify that there is actually an open support ticket - nothing shows in my account under "open tickets" only the closed ones. No communication AT ALL to keep us informed.
Response from iNSYNQAug 3, 2019
Hi Lisa. This hasn't been the smoothest ride back to turning all components of the attacked desktops back on. We've taken the approach we have because we made the assumption that people would want access to their files as quickly as possible, and then provide access to the various applications from there as quickly as possible rather than everything at once. RE: COMPENSATION I'm glad you've raised this issue because it's one that has been bothering me, and we've now heard the same complaint from others. If I were in your position I know my reaction would be the same. You are not 'lucky to have received anything.' Here is the short of the compensation story: the initial credit to your bill was a byproduct of us still being in the thick of things and not having a chance to think through a much more appropriate compensation plan. So we decided to very quickly credit customers for the number of days they were down as of that time, and then once everyone was back up we would re-visit, with full expectations of offering compensation that is significantly more robust. WE WILL BE DOING THIS. Not only will we be issuing additional credits (to be communicated soon), but we will also be offering tools / services uniquely relevant to this kind of event for free. You're absolutely in the right to object to the 33% credit. It was a temporary band-aid, so to speak. Also, really I appreciate you being sensitive to the magnitude of the situation we're pushing through here and acknowledging that we're well-positioned to come out of this as more secure. To us, this is the one silver lining to the whole experience: organizations cannot possibly properly prepare for events like this until they've truly gone through one of this magnitude. While I recognize at the moment these are just words, I can tell you with a high level of conviction that we will be the most secure and prepared option when all is said and done here and the dust settles. Regards, Elliot Luchansky CEO, iNSYNQ
Karen Lazarus E.
I feel last on the priority list here!! I know I'm a small company with only a dozen or so businesses as clients, but being so, I don't have help getting caught up. And I'm worried that we haven't been restored yet because perhaps we can't be? Is that even a possibility? Almost at the end of 10 days since I've been able to work. On the bright side, at least I'm caught up on my filing :(
Response from iNSYNQJul 29, 2019
Hi Karen, I'm so sorry you feel this way. There really is no priority list but I can understand how it might seem that way. I'm trying to look you up in our system but without a company name I'm unable to. Have you already tried logging in to your account? If you're able to login that means you have access. If not, or if you have questions once you do, send an email to [email protected] so we can help. Thank you.
M. K.
Cost has increased, however our company has no additional value.
Response from iNSYNQDec 24, 2018
We apologize that you are not seeing the added value of your service, we are continually upgrading our infrastructure to provide you a more robust service, and have also given your business CloudRunner for being a loyal member at iNSYNQ! CloudRunner is our brand new Identity Management Service, if you would like more information email [email protected] and they would be happy to help!
Loretta P.
slow login excel is old version and very slow, not all functionality available downloading files not easy support inconsistent and not always available timely
Response from iNSYNQDec 21, 2018
Hello Loretta, We want to make sure we are addressing all of your issues as quickly as possible! If there is a newer version of Excel than 2016 we would be happy to get to updated. Our Support team is available by phone at 253-85-9410 and email at [email protected] for any technical and performance issues you might be having. I apologize for any inconvenience you have experienced.
G. J.
Unreliable, bogs down and crashes daily, sometimes days at a time. We've been using it 2 years now and are looking at other options.
Julie
Long wait to get through and when I get through the call dropped and never receive call back.
Response from iNSYNQMar 22, 2016
Hi Julie, I am very sorry to hear this. We at InsynQ pride ourselves in our customer service and our US based staff is manning the phones 24/5 with emergency call back support during the off hours, so when we hear a call took longer than usual to get through we take that very seriously. We would like to help get you assistance ASAP. If you have a brief moment, please call Krystle Bonnes, our Client Advocate, by dialing 1-866-206-1781 extension 2085 and reference the TrustPilot review and she will do everything she can to help find you an immediate solution. Thank you again for your time and honesty, InsynQ