Review Time
We've been a customer of PAX8 for far too long. We've managed to move every customer but one away from PAX8. They're smoke and mirrors. They offer nothing int he way of support. I contact them recently with and issue of email spoofing. The tech was about as incompetent as they come. I asked to have the case sent directly to Microsoft. PAX8 refused. They finally gave me some half baked instructions on how to gain control of the customer's account and launch a ticket directly with Microsoft. If you get Joseph Hirsh at PAX*, your are screwed. Useless as they come. The issue went unresolved and a user finally got phished. The damage was in the 10's of thousands due to encryption. Thanks Josh. You were a real big help.
We've been a customer of PAX8 for far too long. We've managed to move every customer but one away from PAX8. They're smoke and mirrors. They offer nothing int he way of support. I contact them recently with and issue of email spoofing. The tech was about as incompetent as they come. I asked to have the case sent directly to Microsoft. PAX8 refused. They finally gave me some half baked instructions on how to gain control of the customer's account and launch a ticket directly with Microsoft. If you get Joseph Hirsh at PAX*, your are screwed. Useless as they come. The issue went unresolved and a user finally got phished. The damage was in the 10's of thousands due to encryption. Thanks Josh. You were a real big help.
PAX8 support is really a huge mess. You’re lucky if something like an MFA reset is done within two weeks. They leave you completely out in the cold. Victor O from support makes every effort to not help you at all. If you need support, PAX8 is the last place you should go!!"
Terrible Experience – Constant Billing Errors and Unresponsive Account ManagementWe moved our CSP services to Pax8 with high expectations, but the experience has been consistently disappointing. Our account manager is unresponsive, often ignoring messages for days and then claiming he’s replied when he clearly hasn’t.Billing is an absolute nightmare — it’s wrong almost every month. We regularly receive emails from Pax8 admitting to overcharges or undercharges, which causes major issues for us. When they underbill, we lose money because we can’t just go back and re-invoice customers for missed charges — it makes us look unprofessional. When they overbill, our customers are understandably upset.We’ve since moved our CSP back to our previous provider, and things are running smoothly again. It’s obvious Pax8’s leadership cares more about growth and power than supporting small partners. The lack of accountability and basic service is appalling.I’d strongly advise other MSPs and IT providers to think twice before partnering with Pax8 — unless you enjoy chasing billing corrections, dealing with unresponsive reps, and explaining constant mistakes to your clients.
Honesty time, they've thrown the company in the toilet. It used to be great, fast responses, knowledgeable people, friendly staff.Then around April time, they changed from specialist sections (Microsoft calls went to a Microsoft trained specialist, Security calls went to Cyber Security trained staff) to 'Generalist Staff'.This meant that everyone in all of support had to take whatever call or ticket came their way. Zero training, Zero partners, vendors or end customers being advised of the change.The phones wern't updated, so anyone calling in still expected to reach the specialist that they'd selected on the Automated system. and to top it off.... Staff were expressly told that they were NOT allowed to tell anyone that it was now generalist support or that they didn't know how to help them.Add into this that upper management are ALSO trying to force staff to train their horrificly bad AI and that multiple members of HR were reportedly replaced by a different AI and it all went terrible extremely fast.Its well known that they want to go public and were aiming for the 'fastest support response time' in the US but they broke the whole damn company and support at the time time.Stay well away unless you want to sink a ton of money into a wasted venture. This company was great once, now its worse than a laughing stock. Even the worst of their competitors would be better than Pax8 now.On their phone system:Sales - few staff, never answer the phone, don't even trySupport - you'll get someone who doesn't know your product and can't help. expect replies to take upto 3 weeksBilling - goes to the Support Team (there is no billing team now)Finance - Goes to the support team
As others have said, its a scam company now.We were asked if we wanted to have a look at the platform in 2023 which we bumped the offer to 2024.We did all the pre sales calls start of 2024 and ended up demoing and the system late October.In-between this they brought in a platform fee which nobody advices us of.So the £3 we spent to demo there system to us has cost over £125.So we have now paid out to have their product demo'd to us?!Total Scam.All that handwork your sales agent did to get me to the point of being registered and having it ready incase my current provider did something that made me want to move business to you, totally wasted.The moment I signed in and noticed the charges. Game over.Now I'll be on your case for a refund of that money because its pissed me off and you never told us about the charges.And I'll also make sure everytime it comes up I tell everyone how horrid this first experience was.
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