TL;DR:
Fed up with slow replies, confusing tech speak, or feeling like just another number? Here are the 10 most common IT support complaints small businesses make, and how Cloud & More fixes every single one.
Why are so many small businesses unhappy with their IT company?
IT support is supposed to make life easier. But when it doesn’t, it becomes the headache you’re paying to have. We’ve listened to dozens of business owners share their frustrations with previous IT companies—and we built Cloud & More to do better.
If you’ve ever said any of these, you’re not alone.
1. “They take too long to respond”
“I raise tickets and hear nothing for hours, sometimes days.”
How we fix it:
Our helpdesk runs 8am–6pm, but we monitor your systems 24/7 and have an emergency line for out-of-hours issues. We don’t just promise response times, we stick to them. No waiting, no chasing.
2. “I have to explain everything twice”
“Every time I call, I have to explain the problem again. Don’t they take notes?”
How we fix it:
We work as a true team. No passing the buck. Everyone stays in the loop so your issue gets picked up where it left off. You won’t hear “Who are you again?” from us.
3. “They only react when something breaks”
“We only hear from them when there’s a problem.”
How we fix it:
We’re proactive. We monitor, patch, report and advise, all the time. You’ll know what’s been blocked, what needs attention, and what’s coming up. We’re already working on things you haven’t even spotted yet.
4. “They don’t understand our business”
“They treat us like every other client. We’re not.”
How we fix it:
We shape our service around you. Scaling up? Scaling down? Want to change something last minute? No problem. We flex, we adapt, and we do it without fuss.
5. “Everything they say sounds like jargon”
“I just want to know what to do—not be baffled with acronyms.”
How we fix it:
We speak plain English. If we say “you need a firewall,” we’ll explain what it is, why it matters, and what it costs. You’ll never feel silly for asking questions.
6. “I’m worried we’re not secure enough”
“They never talk to us about backups, or training, or risks.”
How we fix it:
Cyber security isn’t optional. It’s part of everything we do. From training your team to checking your backup logs, we make sure your business is protected and you know exactly how.
7. “They just don’t seem that approachable”
“It always feels like I’m bothering them.”
How we fix it:
We’re friendly, personal and easy to talk to. We remember your name, ask about your weekend, and actually like speaking to you. It’s the little things that build trust.
8. “We’re always the ones chasing them”
“They promise to get back to us, then disappear.”
How we fix it:
We agree timelines and stick to them. We communicate. And if something takes longer than expected, you’ll be the first to know. You won’t need to chase.
9. “They don’t seem very confident”
“They don’t always have the answers.”
How we fix it:
We know our stuff. From 365 to cyber to connectivity, we’ve got experts across the board. You’ll never hear “not sure what that is” from us. If it matters to your business, we’ll sort it.
10. “They don’t work as a team”
“It feels like they don’t even talk to each other.”
How we fix it:
We’re a proper team. Everyone knows everyone. Your issue is shared, solved and sorted together. You’re not being passed from person to person, you’re supported by all of us.
Quick comparison
| Bad IT Company | Cloud & More |
|---|---|
| Takes days to respond | Responds quickly and clearly |
| Talks in jargon | Speaks like a human |
| Only reacts to issues | Works proactively |
| Treats you like a number | Builds real relationships |
| You do the chasing | We stay in touch |
FAQ
1. What should small businesses expect from good IT support?
Fast response, clear advice, proactive planning, and a team who treats your business like it matters.
2. How does Cloud & More help small businesses with remote IT support?
We monitor your systems 24/7 and give you real people to talk to during the day no ticket limbo. See our remote support service.
3. Is it hard to switch IT companies?
Not with us. We’ll handle the whole process and make sure you don’t lose time, access, or patience.
4. Can you help us feel more secure online?
Yes. Security is never an add-on. We train your team, patch your systems, and keep you safe. Find out more about IT security
Final word: You deserve better IT support
Too many businesses stay stuck with the wrong IT company. If your current provider is falling short, we’re ready to show you how much better it can be.
Let’s chat , no pushy sales, just a friendly conversation.
See what our clients have to say
Still putting up with poor IT support? Let’s change that.
Let’s talk. We’ll listen, we’ll get it, and we’ll actually help.
