Morton O'Reilly's review of Pando
Bottom line: Pando's customer support is the weak link - slow to respond and poor follow-through cost my operation real money. We pushed a tender last month, tracking went dark and ticket #4521 sat open for 72 hours while drivers waited; I run a 20-truck fleet in the Northeast and that delay produced overtime and a $900 detention charge. Calls ended up being a game of telephone - agents who hadn’t read previous notes, repeated explanations, and promised supervisor callbacks that never happened. The software can route fine, but when an exception hits the human side collapses and we had to rework loads manually twice because support wouldn’t escalate or offer a workaround. Until response SLAs improve and reps actually own issues, Pando isn’t reliable enough for us at scale.
