NinjaOne aggressive retention tactics
Posted by jakgal04@reddit | sysadmin | View on Reddit | 129 comments
Just putting this out there in case there's anyone considering using NinjaOne as an endpoint management solution.
A small company (24 users/endpoints) I started managing IT services for was using NinjaOne for their endpoing management. It was new to me, as I've previously used Endpoint Central, Action1, Intune, etc and one or two others.
After a recent billing increase from $2900 to $3700, I decided to propose to the business that we migrate to another service that is completely free for under 25 endpoints. They approved and I sent an email to Ninja in January that we will not be renewing the contract for the year (renewal is in May). They receive the ticket, then "solve" it. In February, I send another email reminding that we will be cancelling, again "solved". In March I call our success rep, no answer and can't leave a voicemail because his mailbox is full.
April rolls around and I start deploying the new agent to all of the machines, we fully migrate over and I remote uninstall all of the Ninja agents.
In May, we get a $3700 bill. I email them again, which closes with "solved". I call again, straight to a full mailbox message. Eventually, our success rep sends an email saying we're late to pay the invoice, so we respond saying we're not renewing to which he replies we have to pay because we didn't give a 60 day heads up to cancel. I reply with the email chain showing each time we informed them we will not be renewing, he closes it as "solved".
On Friday night, he sends a rather aggressive email demanding that we pay and that we are responsible for the renewal quote and we cannot cancel. In my 15 years of IT administration, I have never seen a complete disaster of professionalism like I have from this company.
tl;dr NinjaOne will close your cancelation request tickets as solved and then tell you they never heard from you, making it nearly impossible to cancel. I'm not sure what to do next aside from trying to find a higher up and of course submit a complaint to the BBB (even if that doesn't do anything).
tekno45@reddit
This is a legal problem now.
alraffa218@reddit
Keep us updated OP...
jakgal04@reddit (OP)
I sure will! I just called their US primary number and left a message so we'll see how that goes.
person1234man@reddit
Have the legal counsel call next time
Bluescreen_Macbeth@reddit
Dude has to switch to a free RMM, they aren't paying for legal counsel.
woodsbw@reddit
This. Literally cheaper to pay the renewal than hire a lawyer.
Technical-Zebra-8964@reddit
The fact that people are accusing you of lying is pretty wild.Even worse is the fanboying over an rmm solution. It is pretty common knowledge that the less endpoints you have the more expensive it's going to be.
We have around 400 endpoints and pay about $5 per endpoint.
Overall we have had a great experience with ninjarmm minus the times sales tried to sneak in extra what they called "trial" licenses but were actually paid.
But yeah I can see this happening and it does happening and unfortunately it does happen all the time.
Glad you found a better solution for your business needs.
End of the day that's what IT is about. Finding the best solution for your needs
DDukedesu@reddit
I don't know if the user is lying, but I think at the very least they're leaving out a lot of details, which detracts from the overall credibility of the story. I have a really hard time believing they're paying >$150/endpoint for an RMM; they pay more for 24 computers than we do for 1400.
GhostandVodka@reddit
It sounds like Ninja has a minimum deployment cost. Like youre paying $3k no matter what. Also, I'd never use it because its a stupid name but, I'm petty like that.
Technical-Zebra-8964@reddit
Because you are getting a bulk discount. On 24 computers ninja is charging top dollar and not to mention there could be other features like S1, crowd strike, backups, qualys or the other variety of products they sell bundled into the bill.
Just because an org isn't as big as yours doesn't mean they are lying.
DDukedesu@reddit
(1) The user made no mention of additional features, so per my note that unless they're leaving out pertinent information, that bill is for RMM only per their description. If they are paying for other licenses, that may drastically change the calcus. (2) There is no universe where my bulk pricing for 1400 endpoints is roughly equivalent to his non-bulk pricing for 24 endpoints. That math don't math.
Technical-Zebra-8964@reddit
Right when you don't understand math the math will never math. That's just a given
DDukedesu@reddit
No need to be a dick.
For the sake of argument, I just pulled up pricing. We only have have 1100 Ninja agents, at $1.65 that's $1815.
From what I can tell (and I could be mistaken on this), Ninja's minimum pricing is $150, so even at \~$3.75 per license (no bulk discount) (24x$3.75=$90), they'd still only be paying $150 for NinjaRMM.
Not counting any other service (just RMM), like I said: the math ain't mathing.
Technical-Zebra-8964@reddit
I'm glad you get bulk pricing but the rest of us do not. For 200 endpoints we pay around $5 per endpoint.
Again you don't know what their bill looks like.
Being a dick is calling someone a liar because you made the assumption you know their billing situation better than them
DDukedesu@reddit
200x$5 = $1000. For 24 endpoints to hit the price they listed, they'd need $154/endpoint. I see absolutely zero evidence anywhere on the internet that Ninja is priced anywhere near that. You fucking suck at math if you can't understand this.
I'm open to having my mind changed: can you provide any evidence that indicates that the OP isn't lying (and leaving out information counts as lying by ommission, for your reference)? Any at all. And ad hominem is not evidence.
Technical-Zebra-8964@reddit
So that's not how the Internet works. You don't just get to claim that someone is a liar without anything.
For all we know maybe your the liar. Honestly how do we know you even work in industry at all? Maybe your lying and completely made up the store about managing 1100 endpoints.
Maybe you have nothing better to do.
alraffa218@reddit
Totally agree on your last statement!!!
GhostandVodka@reddit
Just curious, You said youre putting in tickets? like TAC tickets? To give notice for not renewing a contract?
LowIndividual6625@reddit
They pulled something similar on me..... I was looking at Crowdstrike and wanted to give Ninja an opportunity to quote it because we were already paying for Sentinel One through them when we decided to switch to Crowdstrke. I also reached out to Crowdstrike directly because we always require at least 2 quotes for this stuff.
For weeks the Crowdstrike-direct team was swearing up and down that Ninja was not authorized to sell the package I wanted and my Ninja rep swore up and down that they were.
I want to be clear here, most of the delays in this process were because my Ninja reps were telling me they could sell something they could not actually sell - and it took a long, drawn out process to finally get them to confirm this.
By the end, I was just days away from my Ninja subscription renewal when we found out they couldn't sell it and we made the deal with Crowdstrike direct.
It was at that point that my Ninja rep - same guy who's been talking to me about this for weeks - finally mentions that I didn't give him enough notice to cancel Sentinel One and I got billed for it for all of 2026.
wireditfellow@reddit
Yea fuck that. Same shit Kaseya pulled on me. I canceled my credit card and closed my credit card account. Went to different bank for a brand new credit card, yes it was hassle but fuck these assholes I am not going to give them another dime.
hankhillnsfw@reddit
Your billing / legal team should have gotten involved at that point.
Sad_Note4359@reddit
How many companies with 25 endpoints do you think have an "billing / legal" team? I bet very very very few.
hankhillnsfw@reddit
Yeah missed that part lmao.
ZeeroMX@reddit
Maybe a small law firm.
Illustrious-Can-5602@reddit
do you mind sharing what's your MOQ and which CrowdStrike plan did u get? we are thinking of something similar as well but worried on MOQ.
nndel@reddit
Yikes. They are now off my list for consideration.
random408net@reddit
Perhaps the best way to negotiate is to start with a cancellation.
FactsAreBullshit@reddit
That is what I have been doing with vendors. Once the contract is signed around and we're onboarded, I put in a cancellation ticket for non-renewal. There's no benefit to me waiting until the renewal period and it forces the vendor to negotiate when it's time to pay again.
jakgal04@reddit (OP)
Insane! I'm glad to know that I'm not the only one finding their tactics to be insanely shady. I'm not sure whats worse, the fact that we can't cancel, or that Ninja has been billing this small org for services they don't even have. That was another whole ordeal we never got a resolution to, one of the two reasons we switched out.
mraztastic@reddit
Submit the complaint to the BBB THEN find the higher up.
What I suspect is that you have to do something like send a signed letter to “officially” cancel. Check your contract as to the specific cancellation process. Experience tells me that “an email” may not qualify as adequate 60 day notice.
This isn’t your bad, it’s just bad business practice. Also another reason why finding a higher up may be a waste of your time. I hope your actual results are better.
bbbbbthatsfivebees@reddit
FWIW, when I was working in consumer-facing repair, someone submitted a fake complaint to the BBB about us, and then the BBB contacted us asking if we wanted to pay to hide the bad review. I want to say they asked for around $500 or so.
Gochu-gang@reddit
BBB is not a government agency. BBB is just Yelp+.
brrrchill@reddit
And yet the BBB continues to work after all these years.
The "BBB is just Yelp for boomers" line is reddit lore from way back.
Every time someone mentions the BBB it's like an automod was summoned.
tankerkiller125real@reddit
BBB is not a regulatory agency. It's just a ratings agency, basically just a fancy version of Yelp.
MidgardDragon@reddit
For places that care about BBB, they are helpful. BBB will contact companies on your behalf and try to get them to settle claims you make against them.
MidgardDragon@reddit
Y'all can downvote all you want but I have literal experience with this. I made a claim via BBB against a car repair shop/car dealership and they contacted them for me and because this dealership cared about BBB they got back to me on the claim I made.
KSauceDesk@reddit
Same here. BBB has saved me thousands from disputes. Saying they're useless is like saying a medicine isn't worth taking because it didn't work for you even though it's helped others...
tankerkiller125real@reddit
You know who else will contact companies on your behalf and work to settle claims? If your in the US your State AG. And unlike the BBB the State AG has muscles to swing even at companies that don't give a shit about the BBB.
Tie in the fact that a cease-and-desist letter to the BBB (like $70 for a lawyer to write up) is enough to have any ratings or complaints removed from their site...
kristoferen@reddit
Some places care about their BBB rating, it can be very helpful (but yes of course it is not a gov agency or anything)
tankerkiller125real@reddit
The companies that care about it are generally consumer facing. For B2B shutting BBB up and removing any score on their site is as simple as a $70 piece of paper with legal letter head telling them to take it down.
jakgal04@reddit (OP)
Thats a good idea. I imagine there is a process. However, everything needs to go through our CSM which makes it difficult since he just "solves" tickets we create. After the overdue notice, he's been responding rather aggressively and whenever we show that we've been trying to contact him for months, he just solves that ticket so we need to start the process again. Its absolutely insane.
thortgot@reddit
Chances are this your AM trying to hide something. Go on LinkedIn and find his boss. Send them a direct message asking for a call back to discuss the matter.
Arcane_Pozhar@reddit
I mean, blast them on social media, blast them across all your professional contacts, keep documenting everything, and honestly If I were the one calling your shots at your company, I would make sure the accounting department stops paying them. You have the paper trail that proves you've reached out to them several times at this point, yes?
Listen, it's one thing when like a gym screwed me over by not canceling my membership for a year, I'm one little guy and at the end of the day it's a handful of money, I now work the sort of job where an entire year's worth of b* gym charges is less than one day's worth of pay. So whatever.
But when it comes to fraudulent business related charges at this kind of scale.... Man, any company doing these sorts of shenanigans deserves to get burned to the ground, with whoever's responsible for these sorts of b* policies burning with them. And for legal reasons, I'm speaking figuratively, of course... But if it were to happen literally, you wouldn't see me shedding any tears over it.
hosalabad@reddit
lol, the BBB.
rs217000@reddit
I did this with a company while in a similar situation and it shut down the nonsense very quickly. It was lower stakes, but just as hopelessly frustrating.
Beanzy@reddit
The BBB is a scam, which you seem to know. If you're in the United States, you generally want to contact your state's attorney generals office - though it may be a different agency for complaints from the standpoint of a business/commercial enterprise.
Point being - there likely is a taxpayer funded agency/department you can file a complaint with. At least where I live the AGO will reach out to the offending business on your behalf, and is generally a lot more effective at getting the offending business to comply.
bbbbbthatsfivebees@reddit
This right here! I had to file a complaint with the Florida AG to prevent Pulseway from mailing me postcards at my home address and calling my cellphone when I only ever gave them my work line. They emailed me back the next day and the harassment stopped within a week.
File the complaint in both YOUR state and where the company is registered.
datlock@reddit
They tried calling me to sell me on their product. Unfortunately, they called on a private number (not my work provided number). They state they got this from my LinkedIn, which does not have my phone number listed (or even filled in anywhere private).
They just harvested data from the internet somewhere (or used some company that sells that data) and tried to bluff.
Full of shady practices, it seems.
Jemikwa@reddit
LinkedIn can sell your private info to businesses. My SO was reached out to by more than one recruiter directly to his main personal email which he never gives out to random businesses (he has a business and an "ads" inbox for those). One recruiter said they got his email from LinkedIn, which must have been his registered email for auth and account info, not a public facing email
TIL_IM_A_SQUIRREL@reddit
They probably use zoominfo. It's the "leader" in that market.
You can request removal of your profile here: https://www.zoominfo.com/trust-center/your-privacy
MGreene1@reddit
Yuck. They are off my shortlist
jcroweNinjaRMM@reddit
Hey OP, wanted to let you know I'm available via chat. Definitely want to dig in a bit, figure out what's gone wrong here, and help resolve. I'm always reachable here and we try to make it easy as possible to escalate if you ever run into issues.
blow_slogan@reddit
^ You have a Ninja guy reaching out OP.
Fallingdamage@reddit
Isnt it amazing how helpful and 'all ears' a company suddenly is when you post their bullshit publicly.
OP posts about a problem with Ninjaone and this thread turns into a masterclass of stories about how bad Ninjaone is at treating customer relations.
I dont even use them (yet) and now wont be.
blow_slogan@reddit
Somtimes reps and internal processes are bad and the other staff genuinely don’t know there is a problem. Reaching out over Reddit for NinjaOne is a good solution because they built a presence on it. I wouldn’t just jump to conclusions on this. The RMM industry is cut-throat, like the PDF industry, it wouldn’t surprise me if another RMM company were launching an astro-turfed smear campaign on Reddit. It happens. I’m also used Ninja at several other orgs I’ve worked - MSP and internal IT - and I’ve experienced issues too, but they’ve always resolved them. I think OP needs to simply reach out to someone else besides their own rep.
roboticfoxdeer@reddit
You shouldn't have to contact multiple people at a company to get an issue like this resolved that's completely unprofessional.
TaxHazyShade@reddit
and, frankly, you certainly should NOT have to post it on Reddit, of all places, to get response from a vendor. Unbelievably unprofessional, if this is how NinjaOne interacts with paying customers.
lsumoose@reddit
Is that for a year?? Even if so that’s a ton for 25 endpoints
Still-Learning73@reddit
"After a recent billing increase from $2900 to $3700, I decided to propose to the business that we migrate to another service that is completely free for under 25 endpoints."
Always remember the old saying, “If something is free, you are the product.”
Still-Learning73@reddit
I'm glad I have ignored their emails and phone calls.
ArchonTheta@reddit
I've been with NinjaOne for a long time. Never had issues like that. I've always got responses for everything.
DueBreadfruit2638@reddit
Good to know. I think NinjaOne is a pretty great product but I will be prepared to cancel if we're confronted with a similar renewal increase. I've been considering a switch to level.io anyways.
Thanks for sharing.
Indiesol@reddit
I'm just curious about your free endpoint solution. I'm quite weary of anything billed as "free" in the RMM/EDR world.
Typical-Road-6161@reddit
We had a demo with them. Sending this thread to management, I know they’ll pass on them now. We despise shenanigans.
IDRM2ME@reddit
We purchase SentinelOne through NinjaOne. Worst mistake ever for getting support. You have to go through N1 to get to S1 which is just as absurd as it sounds. I've had a ticket in with N1 for a week and now they've finally opened a ticket with S1. I've had some good success using N1 as an RMM solution for the most part, but their support has been abysmal since day one. We will not be renewing when the time comes. YMMV
TreeBeef@reddit
My company was about to do a trial/demo. Thank y'all for the heads up. We're looking elsewhere.
delioroman@reddit
I had very similar happen to me. Had a small business on Ninja with backups. Mind you, absolutely nothing changed in terms of node count for that small business. I had them dialed in. Yet, my bill would increase randomly from Ninja every month. Workstations and server node counts increased and even my storage amounts. I reviewed every invoice and the numbers didn’t make sense. Got in a long debate about the invoices with them. They claim their systems detect and adjust accordingly, then I had my account manager tell me they go in and manually change them. After a long back and forth (even with their devs), they realized they made a mistake. Thing is, I already paid them for the incorrect invoices. They refused to pay me back and instead offered credits for future invoices. Mind you, imagine if I had actual large node count customers with Ninja… do you think I’m going to trust these guys with my counts? Anyways, they locked my account for “non payment” since they also had my most recent invoice at the time, incorrect. I asked them to fix it, they refused.
Don’t even bother with Ninja and for those on them that state they’re happy with them, check your node counts and actually make sure they’re in line with what’s deployed. They will sneak in adjustments. On high node count accounts, you wouldn’t even notice. Just that the bill increased. You’d review invoices and scratch your head on why counts increased. At the end, you’ll just accept it and move on.
I’ve left them and haven’t even cared for any of their features. Their backup agent was decent but their biggest drawback is how they manage accounts/billing.
I made a little custom PowerShell script and wrapped their own Ninja uninstall script and wiped all the machines clean of it on one deployment. Best decision.
Brilliant-Bat7063@reddit
Fuck NinjaOne. Such a shitty company with shitty support. I hate it so much
saintjonah@reddit
Just to offer an alternate experience, we haven't had a single issue with them. They've jumped on our support requests and have been super easy to work with for a couple of years now. Really no complaints, except I don't care for their reporting tools.
Brilliant-Bat7063@reddit
Happy for you. They’ve released broken updates and I have at least 3 tickets that were open for 1-1.5 YEARS before resolved. They do not actively fix known issues. They wait for some random internal cycle/sprint to work on changes. Horrible practice for a service
saintjonah@reddit
I guess I just haven't run into these issues.
chillzatl@reddit
You open tickets to end a service and sit on that process for what, two months, before trying to reach an actual rep and when unable to contact this one person, you do what? Give up? Figure it's done? take your ball and go home?
Look, I'm not going to absolve N1 of dropping the ball, but that is not how I would or have ever gone about cancelling a service like this. We can debate what you should be able to do all day, but my first path forward would have been to get to an actual account rep and do what I see as "the right way" to cancel.
As a comparative example, we've been with a particularly high visibility email security provider for about a decade. We pay them a LOT of money... our contract is up in December and I've already reached out to my rep to inform them of the termination. I've asked for written confirmation and received it. I've had numerous conversations with the reps about why we're leaving, what they could possibly do to keep us, etc. Should I have to do all that to cancel? maybe, maybe not, but I'm not going to half ass it because at the end of the day, it's on me and saying "I sent some emails" isn't going to cover my ass.
chunkyfen@reddit
If main rep is not reachable, a ticket sounds about the only other way to handle this situation. OP did what they could. It's not their fault the customer service was really bad on that particular situation. Touch some grass man?
chillzatl@reddit
Really? Because if I email a rep for a vendor and I get a "mailbox full" response, my first thought is that my rep is no longer there... and practically every vendor has multiple ways to contact them.
If you were responsible for cancelling a service and you let it renew for those reasons. Do you really think your boss would consider the effort you put into it sufficient? I don't.
Leather-Tour-7288@reddit
Why would one use NinjaOne if you can use PDQ Connect instead?
PDQ_Brockstar@reddit
<3 ;)
Ok_Rip_5338@reddit
if you have proof that you gave notice, and they dont accept it, thats when you get a lawyer involved. sometimes all you need is a nice boilerplate legal letter with some cease and desist language to get them to stop.
thortgot@reddit
You don't even need a lawyer at this point it's as clean as scenario as you get.
A standard demand templated to look like from a lawyer is all you'd need.
They could argue you gave notice incorrectly, but I doubt it clarifies the method of notice in the contract.
_SundayNightDrive@reddit
These people man.. Constantly in my LinkedIn inbox, constantly in my work inbox, constantly in texting my work number or calling me to try to set up a demo.
I cant speak to the product but I genuinely will never do business with this company over harassment level sales tactics.
Jeff-IT@reddit
Yeah I moved to Level.io because NinjaOne did some shady things with us.
We wanted to go internal instead of our MSP. Towards the end of the MSP contract I called ninja and setup a meeting. Got it all scheduled.
they straight canceled our meeting and ghosted us. My only guess was something between them and the MSP. Wasn’t a pretty breakup.
jakgal04@reddit (OP)
Thats crazy! The company I'm working for is a non profit fire department. They told me some of the odd interactions they had with Ninja that (not being in the IT field) they just assumed was normal.
Jeff-IT@reddit
We are a small non profit. Wish I knew what happened behind those closed doors.
We are happy with our move to Level though. Can’t do everything Ninja can yet, but it’s $2 a device month to month. Works for us
ScannerBrightly@reddit
Would you be willing to say what Level.io can't do that NinjaOne can? I'm in a very similar place right now (non-profit as well!) and I'd love to hear more about your experience. DM's are open, if you don't want to be public about it.
alraffa218@reddit
There should a dedicated Non-Profit Pricing Tier... i know its too much to ask for. Have used Level in the past. Does the job.
Do reach out if you need help with open source platform recommendations. Used to work for one of the bigger vendors, now a big proponent of recommending common sense open source platforms. This goes for OP too, as he/she also represents non-profit too.
FactsAreBullshit@reddit
I am a relatively new customer and I am unimpressed with the responses to their support ticket times. Thankfully the issues are not super urgent.
thisguy_right_here@reddit
Wow, I had only read good things about ninja on this sub.
Seems like they are in the same boat as kasya.
No thank you.
Fallingdamage@reddit
Yeah. Me as well.
Havent had much use for an RMM like Ninjaone yet as we're internal and we use a lot of internal tooling to do the work, but if any Ninjaone reps or employees are reading this, this thread has convinced me never to buy or recommend your product any time in the future.
Hopefully you get your organization organized so you dont keep losing more.
FlaccidSWE@reddit
The product itself is excellent I think, but the sales and support departments seems to be falling behind quite a bit.
We had a sales guy trying to book a demo of their backup solution. Twice in a row he didn't show up on time so my boss and I left the meeting.
About ten minutes later he called my boss who didn't answer, then apparently forgot to hang up as he reached the voice mail and we could hear him for two minutes sitting in the office swearing and saying stuff like "I'll kill these mf:ers".
Our normal account representative promised some hoodies and stuff as a way of saying sorry. Never seen anything being sent over...
google_fu_is_whatIdo@reddit
Private equity bought them. The enshittification, it has begun it has.
Bluescreen_Macbeth@reddit
Someone definitely should have escalated the ticket to your account manager.....but why did you put in a ticket instead of reaching out to your account manager? I feel like we're missing some details here.
Deshke@reddit
respond to the payment email with the links/ ticket numbers where you canceled the renewal, put legal on cc
Fallingdamage@reddit
When I cancel with any big vendor, I always make sure to read the contract terms and requirements for cancellation. I also usually followup my cancellation requests by sending a certified letter. Some companies even require that.
ZeeTagg_10@reddit
Unfortunately a lot of companies do this in this space. I started having the contracts redline the auto renewal language when I can do that it is assumed all renewals are effectively cancellations. Kaseya did this to me years ago as well when I cancelled ITGlue.
kr1mson@reddit
Yep, I also immediately send them an email to remove me from auto renew and that they are required to contact me before any renewal quotes or anything "starts again". Make them confirm... Keep the email.
Most will be annoyed but just tell them this is literally the only way you will sign up.
I got into a big fight with Lenovo last year about MSFT renewals bc there's only like a fucking 7 day window to make changes... So now I just tell them not to renew and magically Lenovo starts panicking bc it's getting close to the renewal date and I have the power to negotiate.
Tableau burned me last year with some bullshit about not allowing me to tell them to not renew "before a certain window" but not "after a certain window". I think it's like not before 60 days but not within the 15 days prior or some bullshit.
Fuck Salesforce. Now I buy less from them.
I'm not afraid to go scorched earth over this stuff. Consider even a scheduled monthly email telling them you don't want to auto renew 😂
hkusp45css@reddit
We fight all evergreen language and we actually hired a person to do nothing but manage vendors. They aren't part of the IT team, but they track NOI dates and contracts on our behalf and help us negotiate language that is consistent across the vendors.
That person is also responsible for all due diligence and stuff like that.
Best decision we made as an org, in my opinion.
ManintheMT@reddit
I need to add that skill to my resume.
SPMrFantastic@reddit
Interested to hear how this turns out. I've been on an NFR trial with them and need to make a decision soon about moving forward or not
blow_slogan@reddit
Sounds like a bad rep more than anything. They've always been pretty cool at resolving issues. I would reach out to them another way.
kornkid42@reddit
SolarWinds tried to pull this on my company this year. A quick chat with our lawyer stopped the harassment.
BVladimirHarkonnen@reddit
Oof, our shop is right on the cusp of signing with them to for management of our Laptop deployments.
jakgal04@reddit (OP)
I feel for you. Just make sure you stay on top of your invoices and good luck if you ever need to cancel.
BVladimirHarkonnen@reddit
Thankfully we have a vendor as a middle man and they usually field our issues pretty well.
saintjonah@reddit
I wouldn't worry too much. They've been great for us (roughly 600 endpoints). You never know what the future will bring, but I have no complaints at this point (about 2 years in).
soloshots@reddit
They were very aggressive when I evaluated them. I feel validated that I dodged a bullet by picking another provider.
dtr1981@reddit
There sales team are horrific too , asked them for a demo of a particular product of there's that was nothing to with endpoint management. Made it clear we have an endpoint manager we are happy with and so that's out of scope. They consistently lied to me , arranged "demo calls" only for there to be no demo and what I instead got was aggressive sales tactics. I eventually told them not to contact us again after them repeatedly pulling the same trick.
Excellent-Chemist-69@reddit
The BBB is not part of the government. It's essentially yelp for old people. The only thing they can do is give the company a bad rating. That's it. I wish they would go out of business because people always assume because of the name that they have some sort of official capacity.
They're also predatory fucks that will try to milk small businesses for money to remove poor ratings.
neckbeard_deathcamp@reddit
I think this is pretty much strategy for any company selling anything really. Make cancellation as convoluted as possible and when people do try and cancel just ignore the request and threaten when they stop paying. I’m not just talking in IT. My home services like internet and mobile phone are damn near impossible to cancel without spending hours on hold to talk to a retention agent and I don’t have the time or patience for that shit.
rawn__00@reddit
honestly this is infuriating to read. the closing tickets as "solved" trick is so deliberately scummy because it lets them claim they never received a proper cancellation notice while technically logging it somewhere. you have the email chain though which is your biggest asset here.
i would skip the bbb entirely, it genuinely does nothing for software companies. dispute the charge with whatever card or bank account the payment is tied to and let them try to collect. most companies fold fast when a chargeback is initiated because fighting it costs more than the invoice
MickCollins@reddit
I looked at NinjaOne a few years ago and found them to be half baked at best. Just didn't feel solid to me or the others on my associated team checking out the product. Datto isn't the best, but it's better than NinjaOne. Not sure on cost though. But I can also say that Datto's sales department did not chase after us like a pack of rabid dogs.
DeadStockWalking@reddit
Take your proof of cancellation (the emails you sent) to an attorney and have the attorney reach out NinjaOne.
I hate attorneys but this will end the bullshit real fast.
weird_fishes_1002@reddit
I signed up for ninja one when the sales rep offered me free months as a promotion. The link he sent to sign up didn’t work, but he assured me that I would be billed for the correct amount. That didn’t happen. I received an invoice for the full amount. Sales rep was unresponsive. Sales rep manager was on vacation. I continued getting email reminders and threatening emails about a past due notice.
It took me no less than 8 emails and 2 phone calls to convince them that the invoice was wrong. I feel like their sales department completely abandons you after they make the sale. And their accounting department is absolutely horrible. And apparently these two departments can’t be bothered to communicate with each other.
If they can afford a Super Bowl ad, they can afford better managers.
AlgaBob@reddit
Surprising from a vendor that had built up so much good will. Pretty short-sighted. It doesn't take much to completely burn your reputation with the community.
TheIntrovertedHuman@reddit
Marking a cancellation request as "solved" without actually canceling the service is peak malicious compliance. At this point, keep that email chain backed up, block the charges on the corporate card, and initiate a chargeback for that May invoice. If they want to play hardball and demand a 60-day notice over a 24-endpoint account, let your billing department deal with the fallout.
rybl@reddit
It's funny, we're leaving NinjaOne because of different shady renewal tactics that they pulled.
They sent our renewal invoice to the wrong email address, as in an email not at all associated with our company. Then, when it wasn't paid (because we didn't know about it), they locked us out of our account. When we called and found out what happened, we paid the invoice same day, but it took them almost a week to unlock our account.
I emailed our account rep several times through that process telling him how unhappy I was with how it played out and asking him to call me so we could talk about it. I never even got so much as an email back.
LadyK1104@reddit
Find their LinkedIn page. Comment on their most recent post. Be polite & succinct, but explain what happened. That should get a response.
jakgal04@reddit (OP)
This is a great tip, thank you!
Chungus-Galactic@reddit
I'd post this over in r/msp also, lots of Ninja users there.
FWIW, I currently use Ninja and although they do try to upsell me some new add-ons from time to time, my account rep is generally really good. I guess some of this is luck of the draw for who you're working with. It's a shame when companies with a good product do this shit.
Deodedros@reddit
Unfortunately this sounds like a legal battle. If you've already got proof of submitting a cancelation 60 days prior then Im sure youll win quite easily
SceneDifferent1041@reddit
Action1 is free for 200 endpoints.
Also yes, Ninja one are dicks.
Dear_Cartographer261@reddit
Small claims court.
BrainWaveCC@reddit
Have legal send them a nice letter, with the email chain.
real_numbers@reddit
Post the email from them, curious what they said.
It sounds like you'll be perfectly fine though, especially if you have proof you requested cancellation. Just ignore them if they keep bugging you. Ask for their manager or account rep if they persist and send them your original emails.
jakgal04@reddit (OP)
I'll post the email once we have a resolution just because I don't want to stir up any problems in case it becomes a legal battle. I have zero problem posting pictures with names afterwards though.
Sroni4967@reddit
had the same thing happen when we tried to cancel. they dragged the offboarding for weeks until legal got involved
DeathTropper69@reddit
It’s interesting to hear all the issues orgs have with buying direct. Their base product was really easy to onboard as an MSP, and we’ve had no issues with billing. I will say I would never buy CS, S1, etc., from them. They are easily more expensive than their competitors and, for CS especially, have a limited selection of SKUs. S1, they can sell almost all SKUs, but pricing just isn’t great.
Not trying to sell you or anyone anything, but if interested in saying with Ninja or getting CS, shoot me a DM, and we can chat.
ThatBlinkingRedLight@reddit
Is that monthly or yearly.
You say free but you are not getting half of what ninja does if you know how to use it correctly.
You better read the fine print because a lot of companies free includes selling your data.
I pay 7k a year for 200 devices. I’m not sure why you pay $10 an endpoint when no other RMM charges that much. Not even Connectwise or Kaseya and they are both higher than Ninja.
jakgal04@reddit (OP)
Endpoint Central through ManageEngine does not sell data. In my opinion, they're one of the best vendors out there. I've used them for many years in the past at previous companies. And yes, it does more than Ninja does.
DeifniteProfessional@reddit
lmao I manage over 20 times your number of devices and my Ninja bill is half of yours. I don't want to be rude (nor sound like a shill), but if you're paying that much then you/the company hasn't been managing their tooling properly, and that makes me doubt the rest of your story 😉
jakgal04@reddit (OP)
I didn't mention the peripheral line items in the post, but I did mention them in another comment. Ninja completely took advantage of the company that was self managing until they hired me. When I joined, I saw the line items and reached out to Ninja multiple times to have them removed and the quantities adjusted. However, our CSM pulled the same shit, he initially sent me a "training" link so that I could learn how to use the system which was a complete waste of time, then started "solving" tickets where I'd ask to have line items corrected. This was one of the two reasons I proposed a switch to the company.
You can doubt my story, but I have zero gain in lying. I've been doing this for 15 years, I'm far from a novice and this is easily the worst experience I've ever had with a vendor.