You Demand Managed IT Solutions

I used to work for these guys years ago. I am now one of their clients as the office manager for a big law firm in downtown Toronto. As much as I like to bash them for not being the nicest employers when I was with them, they are the most amazing IT service providers we've ever dealt with before. They are very responsive when there's a problem and we can always count on them to fix the issue the fastest way possible.

Our family business has been growing amazingly in the past two years and we had to move to a much bigger location with 14 more computers and 18 more staff members. So we were in the market for an IT service provider. One day when I was stuck in traffic I saw an ad on a bus for You Demand IT and decided to give them a try. That was about 8 months ago and for the first 6 months they were very reliable. They'd show up within hours if they couldn't fix it remotely. We even referred them to many of our friends who are also business owners. But in the past month or two we've been very disappointed with their services. Just last week we had some issues with our computers and they sent a 19 year old guy who seemed more confused than us and had to Google everything...and finally told us to get new computers! If this continues situation continues we WILL start looking for another service provider.

So my office is doing a major overhaul and we are upgrading servers and workstations and need monthly monitoring. (For 40+) Ive had the unfortunate task of bidding out and designing the structure for my department - so Ive met with 3 managed IT firms so far. A close friend of mine recommended this place. He told me he had been using them for his company for 3 years now and that he was very happy with them. However when I called their main number and pressed 1 for Sales the person who picked up the phone introduced himself as John and was very rude right off the bat. I manage relationships with a lot of people, and cannot imagine someone having him involved as a first impression. I told him I needed about 50 workstations monitored and had a long list of software we needed to run from new servers, and I would appreciate a call back from a sales associate. Then he started asking really detailed, borderline private questions about our companies. I told him I wasnt able to discuss that kind of stuff before actually having an initial conversation or being introduced to the company. (I think this is a reasonable request when dealing with customer's sensitive data) He flat out said "then this isnt going to work". Without laughing I told him I was sorry that I couldnt accommodate his request but I wasn't looking to argue just asking for a call back. He said "no one is going to call you back" - I asked if he was refusing to pass along my message, his response was "they wont be interested". I said thank you and hung up. I find it hard to believe that a simple phone call from a potential customer could result in such an ugly exchange. The other 3 IT firms I have spoken to were such good sales people and really emphasized their respect for our data. I just think this place has the wrong person answering the phone. Needless to say, I most likely wont be signing a contract with them lol.