Egnyte Reviews 16

Billing messed up my invoices and took months to sort it out. Then they put all my customers under the same contract start date, regardless of when the customer actually started using the service. As an MSP, this is a stupid policy. And they do t seem to understand it. Just stay away from them.

Absolutely run from this company. We liked the platform and the service, but obviously venture capital is involved now because they will not follow the agreement or the law if they can obtain more money from you.

I honestly loved this platform iy helped alot was secure and is alot better to use then box,hoogle and others

Do not get into bed with this company. I loved them until I tried to leave them. We had a situation come up that forced us to switch our provider (not Egnyte's fault, very restrictive terms from one of our software companies that would not connect with Egnyte), and I notified them 10 days before our renewal. Citing some 30-day cancellation period from the terms I read when I signed up with them at least 5 years ago, they insist on billing me for another year, as I was on annual billing. Told them I understood if they had 30-day terms, then please take me to monthly billing and then cancel after 30 days. Nope, wont do that. must pay for the full next year even though I won't be using it at all and spent an entire weekend getting my data off there. But yet they didn't mind calling and emailing me to upsell me within that 30 day notice period! Their terms are completely one-sided and trust me, it's not your side! So just their next dollar is all the care and concern they have for small business.

We've been with Egnyte almost ten years, and it was sufficient for our small business needs prior to the buyout, but afterward everything went aggressively downhill. They throttle download speeds. If you try to grab a folder over about 8 gb it crashes/fails constantly; you literally have to do it one file at a time. But the worst part is the customer "service." The new owners jacked the price up 3x but then "generously agreed" to let us keep our legacy pricing as long as we made no changes to our service. When we downsized during the pandemic and no longer needed to pay for extra users, they wouldn't let us remove them. During renewal, they "agreed" to let us "keep our legacy plan if you agree to a multi-year term," when what we were asking for was to remove the charge for the extra users we don't need/aren't using or lose us forever--a request they didn't even acknowledge, and when I pointed out that keeping our legacy plan WITHOUT a multi-year agreement was never even a problem (we were going to renew just fine) and that they keep moving the goalposts, they stopped responding. They email at least twice a week trying to upsell us on garbage AI services or a non-legacy plan we come nowhere near needing (we're only using a fraction of our storage on the legacy plan); the money-grubbing spam is so bad that we've stopped opening any emails from them, so of course we missed the notification that you have to let them know at least 30 days in advance of renewal if you want to downsize anything or cancel, or you can't. We literally had to *cancel our credit card* to stop them from charging us for a service we no longer use.

Where do you start with this useless solution. Firstly, it is miles behind other solutions such as Box, Dropbox, Google Drive Sharepoint, etc. It lacks features, isn't secure and is buggy.

You'll find your disk space used up by invisible files that Egnyte cannot tell you about. Then they'll try and charge you for the storage.

If takes ages to delete files and even longer to download them. If you have a folder over 20GB, forget it. That folder will have to be downloaded one file at a time.

The desktop app is woeful. You'll get timeout errors galore. It's about time they admit they don't care about any customer and have overloaded their infrastructure hence why it's such a slow and useless solution.

Avoid at all costs.

Disgusted by lack of customer service. Greedy, no support, money grubby, feels like blackmail to get data you have paid for. Do not trust this company. After more than 10 years using their file storage, they removed access and at the moment we have lost all our files .

Extremely aggresive marketing, spamming corporate emails and creating accounts without permission... Definitely will not use their service

My experience with Egnyte has been highly unsatisfactory, leading me to terminate my association with the service immediately. Moreover, it is disheartening to see Egnyte's policies seemingly unaccommodating to help customers and do the right thing by them, which is especially disappointing in this day and age of customer-centric businesses.

Been a similar experience for us as reported by others. They bend over backwards to get you on the platform, but customer service and support are horrendous. Everything goes to India, which I have issues with as it is, but resolution may or may not ever happen. Between the honking horns and crowing chickens and heavy accents, you might eventually get something accomplished, maybe. You'll be doing screen shares until you are blue in the face.

You get bounced around support reps like popcorn in a popper.

The pricing/billing model is nothing short of abusive. You cannot remove users as you need, you are locked into what you have. While you the admin can add all the users you want, you can't remove any at all. Good luck getting a rep to fix that for you. Other companies have figured out annual billing models to accommodate the needs of their customers, Egnyte is apparently incapable of this.

You cannot grow or shrink your store yourself. You can have more storage added, but I do not believe you can remove it, so beware how much you spec to begin with. This may be a limitation of the platform and not necessarily a knock on their service, but something to be aware of.

Reps are effectively unresponsive to the point of why do they exist at all?

The platform itself, is still having growing pains, but it is improving and expanding all the time. The development is there, everything else, not so much.

If I had it to do over again, I would look elsewhere. We've been on the platform for almost one year.

Online file services are gradually improving however, customer service management terrible since late 2021. Required to speak with assigned representatives who keep changing (turnover has been 3x in 6 months). And then they can't keep the record straight on conversations and require written documentation of all conversations by the account owner to verify, even though they insist on helping you via a video chat or zoom. They seem to be going through a messy growth phase, proceed with caution.

I've used Egnyte for over 6 years at two companies. The product has generally worked well. The billing practices for adding and subtracting users is frustrating. I had to add a user at some point last year, then remove them later. Egnyte makes you pay for a full year for the added user...OK annoying, but OK that's the deal. However, I cannot downgrade the plan to remove the user myself. I have to set a reminder to call them before the next annual renewal. you miss that renewal deadline and you are paying for users that you are not using. Contacted customer service a few days after renewal and had an email exchange back and forth for over two months only to hear back that they will not refund the unused user.

We have been with this company for many years - since back 'when they use to be amazing'. But that is in the past. They are very very bad now.

1. When we hit a bad spot (for only about 18 days, during the beginning of the COVID epidemic) when our revenue transfer was delayed for 18 days, after lower revenues due to COVID, we asked just for 18 days to pay a bill. Their response ? They did not return calls for a week, and on the day it was absolutely due, they called back. Said 'no' to a 18 day delay (after never missing a payment for years). And 1 hour later, turned the service off. (this was in mid 2020, height of epidemic hysteria). [we swore we would leave them, but as economy got better, we were busy and did not do it]

2. And NOW... a week ago, we upgraded our service that sent out a $25 bill that was not on the normal bill cycle due to the increase of service. I was on 42 hour flight back from Asia to Texas and when I landed, it was night time Thursday. By Friday morning our staff of 18 could not work - Egnyte turned our service off for not paying an upgrade payment sent out for $25. It did not get paid directly due to a change in credit card that was stolen and we had not entered it into the system. So go online and update ?? yes ??? er NO

3. 95% of all web or IT companies have the ability for customers to go online and change a credit card and pay a delinquent bill - right ? Even our 7 companies you can do that. We 'help' customers to pay their bill. Not EGNYTE... no... they block your account with the statement (copied from the site)... "Your account is locked because of a billing issue. Please update your billing information or call us at 1.877.734.6983" Update billing ?? how ??? Call (no....) email ?? (no...) why ? next problem

4. Try to call them. They no longer have real service. Voice mail, and refer you to their faq's to help. Nothing helps solve this problem To change a credit card or pay a bill ? you must CALL or SEND EMAIL. And wait. And now their staff is no longer in an office. That is ok, lots of companies are now working virual at home right.? Not Egnyte. Virtually DEAD. is what you get.
We called MANY times on Friday all day (18 people in office, cannot work) all day. Recording says (we are open only M - F, 8 to 5 pacific. So we called... all during those hours... never an answer, only message. Left several messages. Never heard from them.
We called all Saturday All Sunday (yes, we knew they were not open on the weekend, but they never called back on Friday so we kept trying. Nothing.

Monday called many times. FINALLY. END OF DAY ON MONDAY (4 DAYS LATER) Got a guy to return the call (by the way, when we left messages it says click 1 for billing, so we did and then they say leave a message). The guy that called back should be from billing - right ??? NO... indian guy, saying he cannot help me, I need to write an email to billing. And wait for a response. ummm... what ??? no, please give a supervisior. (" I don't have a supervisor"... oh, so you are the president of Egnyte ?? "no" so then you DO have a supervisor, please transfer me to the supervisor... (this went back and forth for 15 min...) finally he said "ok, wait" and he was off line . Came back and said ok, the 'Supervisor will call you in a while"... um, ok how long as it is the END OF THE DAY ON MONDAY already... "I don't know, eventually". ummm... today ?? " I don't know." he did also put in a 'ticket' for me, and said they would get back to me sometime in the next 48 hours.

It is now 5pm and no response. We lost another day.

Should I have my employees come to work and play ping pong ?

THIS IS "NOT" A ONE TIME PROBLEM. THIS HAS BEEN GOING ON FOR A LONG TIME. JUST GETTING WORSE AND WORSE. YES - THERE ARE ISSUES WITH COVID. But there is NO REASON to be this bad. And having no compassion about a business being down. Especially not having AN ONLINE ABILITY TO SOLVE THE PROBLEM WITHOUT HAVING TO WAIT ON CUSTOMER SERVICE. ALLOW THE CUSTOMER TO CHANGE A CREDIT CARD. TURN CLOUD OFF - FINE. BUT NOT THE ABILITY TO CHANGE A CREDIT CARD AND PAY A BILL TO GET IT BACK ON. STUPID.

DO NOT USE THIS COMPANY. THEY DO "NOT" CARE ABOUT CUSTOMER SERVICE. AND HAVE NO DESIRE TO HELP BUSINESS.

There are TOO MANY other companies that have LIVE 24/7 Customer Service - they WANT to get your business. We are not sure which company we will go to. But when WE FINALLY GET UP. we will start the process of moving to someone else... after many years with Egnyte. They use to be good. now...

THEY SUCK and are NOT GOOD FOR A BUSINESS.

We have been a customer for 8 years and recently decided to consolidate all our cloud services so wanted to close account. Contacted them and told them to close account. Despite being fully paid up and having several days left until next cycle, they wanted to charge us for 3 more months and sent us a copy of our old agreement which ended a year ago. Since then we had been on a quarterly basis and the current quarter was fully paid up. They wanted us to pay for one more quarter with no service !

We rejected the charges and were told if we dispute the credit card charge we would be in violation of their terms !

These guys have no understanding of customer service. I will never go back.

We gave it a shot for our remote team in VFX industry. We're a remote studio, and generally files are pretty heavy. So it was pretty painful and buggy, when desktop app made the other apps crash and force to restart. So when we realized that this is the case and can't be solved (and it was giving us huge issues - time lost, work lost), we decided to migrate to a different solution.
And then we were notified (cherry on top!) that according to their T&C there's a 30 day notice cancellation policy, so we will be billed again even when we're not using it.
Poor interface, buggy, and no customer care.

Good product.. Price is relatively high but all in all a good service.