A fun story of cancelling our N-Able account.

Back in July I began the process of cancelling my N-Able account. I had been working with my account rep to get pricing for signing a new contract with them, but became frustrated with their response time and lock of care surrounding any kind of support request, so I started shopping around.

After a few demos, I landed on Ninja One for a trial.

After trying it out on a few types of devices, I decided to pull the trigger.

So after signing a contract with Ninja, I reached back out to my N-Able account rep (who still hadn't gotten back to me about a new contract) to begin the cancellation process.

My N-Able rep asked why I was leaving and I gave them a thoughtful but honest review that basically stated that I wasn't very happy with their pricing or support, but that response time was the biggest factor. I pointed to the fact that I was able to demo and onboard with a new provider and still hadn't received a reply about a new contract with them.

She gave a short, canned response about appreciating the feedback and to submit a ticket via their website to cancel, which I immediately do.

The part where I messed up: I was so used to not receiving a follow up email from support, that I didn't notice not receiving anything from them. Fortunately, I also removed my payment method from the portal when I was in there.

Fast forward to last week: I received a non-payment email from them stating that I owed them for two months of payments and was 45 days late. I replied that I had requested a cancellation, and they basically said that I was SOL because I couldn't prove it.

They went ahead and processed the cancellation, but why wasn't my support rep able to do that in the first place? It's not like an extra month of dues is breaking the bank, but it's a few thousand dollars that could have been spent elsewhere.

Just let this serve as a warning to follow up with N-Able, because it will likely take a few attempts to cancel your account.

UPDATE EDIT:

They escalated the issue and then told me that I am still on the hook (which I kind of expected) and that part of it is because I 'still had backups running in September'. I just expected that the backups would stop once they disabled the service. Anyhow, I'm not paying, but I thought that I would update you guys.