Onboarding and support challenges persist despite efforts
What is our primary use case?
My main use case for Dashlane Omnix is to store passwords for all of our software that we use in the business.
I have passwords, bank details, and payment details related to my main use case, and it's mainly for storing passwords across my business applications.
What is most valuable?
The best features Dashlane Omnix offers for me are difficult to identify because I cannot access Dashlane Omnix due to the terrible onboarding experience. I go to AWS, having purchased through the marketplace, click a button, type in my email address, which I did a month ago, and no one has gotten back to me.
I'm now at the point where I have numerous passwords in Dashlane and I'm trying to use the new version that I purchased to transition my personal Dashlane over to business, but no one is getting back to me. I cannot get through to anyone at Dashlane support. There's no obvious option to get support from AWS, and it's an absolute nightmare.
What needs improvement?
Dashlane Omnix could be improved by sorting out their onboarding and their support. It's ridiculous.
For how long have I used the solution?
I have been working in my current field for 15 minutes.
What do I think about the stability of the solution?
I have been three days without any access to my passwords. I cannot add any new passwords, I can barely get access to my current passwords, and I have to manually type everything in. It's just ridiculous. There's no help available from anywhere.
How are customer service and support?
The onboarding experience is difficult because I purchased the plan a month ago, someone was meant to get back to me within a few days, and it didn't happen. I have been waiting.
How would you rate customer service and support?
How was the initial setup?
My experience with the configuration process has been extremely confusing and frustrating.
What other advice do I have?
I have no additional insights to add about my experience so far, other than to say that I give Dashlane Omnix one star out of five and want to name my review "I am extremely frustrated with Dashlane and AWS."
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
It's ok, but there are better options
What do you like best about the product?
The Password Health monitoring is nice. It makes it easy to see which passwords need improvement and make those updates.
What do you dislike about the product?
Managing business users it terrible. When a user in my business account forgets their password, there's never any option to push a password reset to them or assist them in resetting their password. They always have to delete their entire account and start over from scratch. That only promotes poor password habits.
What problems is the product solving and how is that benefiting you?
It keeps up with passwords and fills them for us.
Not recommended at all, go for 1password that's cheaper and you can pay on a monthly basis.
What do you like best about the product?
The application is very intuitive, especially for saving passwords after logging in, also the mobile application is really good and works pretty well with Android and iOS.
What do you dislike about the product?
You can only pay annually, which is pretty bad if you are for example outsourcing professionals, even if you hire someone for a couple of months, you have to pay an annual license of Dashlane, so this makes this product very expensive.
Finally, after a year of NOT using it because it's too expensive for a mid-size company, I've spent half an hour trying to cancel my subscription to discover there is NO way you can cancel it using the dashboard, so I'm contacting support to see how this process is done.
I will recommend looking for other alternatives that can be paid on a monthly basis and are not forcing you to renew by hiding the cancel button.
What problems is the product solving and how is that benefiting you?
We were using dashlane to share passwords between all our different departments, making sure the passwords keep updated and that only the people that are allowed have access to it.
Recommendations to others considering the product:
I will not recommend to others, I will go with something you can pay on a monthly basis, and do not force you to renew your plan by hiding the cancel button.
Dashlane - was a Great password manager for Teams and Groups
What do you like best about the product?
Dashlane Business used to make it easy to manage password and system access with a simple group management approach. It also takes guesswork out of creating super strong passwords but their transition to whatever the hell they are doing has been a pain. Not even sure at this point if they've ironed out all their bugs and missed stepped changes
What do you dislike about the product?
Half assed roll out of change his major or minor in this case it was major changes and terrible quality control/roll out
What problems is the product solving and how is that benefiting you?
Suspended everything until they get there you know what together
Recommendations to others considering the product:
You’re not going to find better product out there; especially if you are any multi-platform mix BUT they need to correct and stabilize the mess they've made. Coming from a large Corp enviro, I have told them to hold implementation until next year and then re-assess
Customer Service is lacking.
What do you like best about the product?
Browser auto fill is nice. It does have a tendency to add more identities for the same domain and then not know if you change your password on the same domain which then results in a ton of duplicates. IE: Office.com will be remembered but then if you change the password it might pick it up as a new user name and password for auth.office.com. Then it will try to automatically sign you in with the incorrect one. These could be coming from unreliable syncing also.. I am not sure.
What do you dislike about the product?
Cost vs. Value. A price hike without adequate or clear notification.
What problems is the product solving and how is that benefiting you?
None. Password sync most of the time...
Recommendations to others considering the product:
Do your research. There are better companies now.
