I ordered the leased monthly version of Esupport a few hours ago. Anyone know how long it usually takes to receive the softwrae?

Lord knows.

We actually were running a direct comparison of Cerberus VS Kayako in the past week. The support from Kayako can be described in one word "awful".

If they are awful at handling run of the mill support tickets, then i'd guess they probably are not much better at activating your leased version of the software.

Everyone raves about Kayako, but I for one do not want anything to do with a company that when asked "why did this support ticket take 5 days" they reply with, and i quote;
"sorry the wait simone, we are in India"

Keep in mind, my name is not Simone :laugh:

If a company can't provide half decent support for it's product, then god only knows what the actual product is like in "full swing"

YIKES!:( Well it's not life or death for me right now, so if I have to wait a bit it's not the end of the world, but I don't like the lame support thing. Sounds like they are outsourcing support to India which is ALWAYS a bad idea......

Originally posted by IHSL
Lord knows.

We actually were running a direct comparison of Cerberus VS Kayako in the past week. The support from Kayako can be described in one word "awful".

If they are awful at handling run of the mill support tickets, then i'd guess they probably are not much better at activating your leased version of the software.

Everyone raves about Kayako, but I for one do not want anything to do with a company that when asked "why did this support ticket take 5 days" they reply with, and i quote;
"sorry the wait simone, we are in India"

Keep in mind, my name is not Simone :laugh:

If a company can't provide half decent support for it's product, then god only knows what the actual product is like in "full swing"

Why do you think Modernbill has Kayako Support Because they Both Provide Bad Support :D

Results seem to be mixed with Kayako support. I have heard from individuals that experienced the same type of thing as Simon mentioned he did above. I have only opened one ticket, but it was resolved within a few hours. Maybe I just got lucky with that one (I hope not) ticket.

Originally posted by MTXIS-EJ
Why do you think Modernbill has Kayako Support Because they Both Provide Bad Support :D

It's unfortunate but kinda true. Ever since "24 hour support" started meaning "we'll answer your ticket within 24 hours", tech support within the hosting world has become pretty abyssmal as a rule.

I've got ModernBill and am getting Kayako. I figure, as long as my license key works I don't need that much support. Anyway, I found that modernbill was really helpful when I was buying from them...I'm going to hope that they continue to do so.

I had a few questions after we bought eSupport. All were answered within 24 hours but none were critical.

IHSL - what are your issues with the software that require support?

I have always had fast responses from Kayako....and MB support has been reasonable on the forums.

The software is great too.

EDIT: Double Post

Originally posted by IHSL
Lord knows.

We actually were running a direct comparison of Cerberus VS Kayako in the past week. The support from Kayako can be described in one word "awful".

If they are awful at handling run of the mill support tickets, then i'd guess they probably are not much better at activating your leased version of the software.

Everyone raves about Kayako, but I for one do not want anything to do with a company that when asked "why did this support ticket take 5 days" they reply with, and i quote;
"sorry the wait simone, we are in India"

Keep in mind, my name is not Simone :laugh:

If a company can't provide half decent support for it's product, then god only knows what the actual product is like in "full swing"

That is a very harsh comment.

This week was the only one where all three of Kayako team members took out some time off considering it was Christmas and the influx of tickets expected was low. If this is what put you off, please do accept my apologies.

I for one would like to know the Ticket where we said "sorry the wait simone, we are in India", generally that statement is used to clarify if someone asks why their tickets have not been handled in 12 hours or if someone inquires about phone support. There is a 12+ Hour time difference between US and Indian time zones so we cannot answer the requests if they are received during US day time unless untill it is an urgent request in which case our cellphone's are alerted and those requests are usually handled in about 1-2 hours max.

On an average our support requests are answered in 12 hours and our customers over here are there to tell you about that. We have a very good reputation on webhostingtalk and that was not built in a day or by answering tickets after 5 days.

I would prefer if you dont bad mouth the actual product because support and product are two different things, I know you love Cerberus and that you have been posting great things about it but that does not give you a reason to go and badmouth eSupport.


Originally posted by MTXIS-EJ
Why do you think Modernbill has Kayako Support Because they Both Provide Bad Support


That was a VERY unprofessional comment considering you have not tried our services yet.

We do not Outsource to India, We *ARE* based in India and Kayako Web Solutions is an Indian company.

Originally posted by IHSL
Lord knows.

We actually were running a direct comparison of Cerberus VS Kayako in the past week.

Then you know software wise they are not in the same league, eSupport runs rings around Cerberus ....

Originally posted by IHSL
If a company can't provide half decent support for it's product, then god only knows what the actual product is like in "full swing"

DELL's support sucks, that dosent make DELL's servers or hardware bad ...

Some people are only good at making fools of themselves...

Originally posted by Varun Shoor
I would prefer if you dont bad mouth the actual product because support and product are two different things, I know you love Cerberus and that you have been posting great things about it but that does not give you a reason to go and badmouth eSupport.

Firstly, i've used your service, and if I didn't like it, then i am free to express my opinion in any way I see fit. As a paying customer, whether past or present, I have that right, so long as it is done in a correct manner.

I class support of product, and actual product quality in the same boat, both are equally important, because one without the other makes the product lose both face, and actual value.

Whether I like cerberus' product (overall) or not, is not the issue here, I am commenting on a paid "service" that I did, or did not recieve from you guys.

I'd suggest that you learn to take criticism a little better, especially when accusing a paying customer of bad mouthing your company.

As for the actual product, we were running, or planning to run, a direct comparison, spreadsheeted, to see just who would come out on top between you guys and cerberus. One of the main points, actually ranked 5th in importance out of 46, was "product support".

Originally posted by s.h.a.zz.y
Then you know software wise they are not in the same league, eSupport runs rings around Cerberus ....


DELL's support sucks, that dosent make DELL's servers or hardware bad ...

Some people are only good at making fools of themselves...
So now I'm a fool for having an opinion?

Get a clue kiddo.

We are open to criticism but when you submit a support request you also have to look at the timing of it, in this case it was submitted during Christmas it seems.

I am accusing you because you are saying the actual product sucks when you have NOT even told the people why it does, support and products dont fall in the same league, in product ratings which you seem to be doing it might but not when you go about saying "If a company can't provide half decent support for it's product, then god only knows what the actual product is like in "full swing" "

Could you PM me your ticket id's please?

Your opinion is that support, and the actual product are nowhere near as important, and my opinion is that they are.

It's really that simple, you cannot state that one is not important and the other is, because it's all down to the end user's perspective.

As for saying "your product sucks" don't talk nonsense, I said nothing of the sort.

If i thought the software sucked, I would not have been doing a comparison to Cerberus in the first place.

Very Well, Can you PM me your Ticket ID's and Shopper ID so I can have a look?

It will be attached in our feedback email.

Instead of "arguing" about opinions on a public forum, I will email you guys the opinions of myself, and the 3 tech's that used it, albeit for a short period of time. (no, not all of it is bad)

Feel free to reply to myself or Dean.

Does feedback come to you directly, or would you like it to be CC'd to you? if the latter, PM me your email address.

I would like it CC'ed to me, my email is varun AT kayako.com

I would also like to know the ticket id's so I can see how the issue was handled, if could PM this right now I would appreciate it.

Originally posted by IHSL
So now I'm a fool for having an opinion?

Get a clue kiddo.

Take a look in the mirror...

... and as the saying goes; "if the shoe fits, wear it"

Originally posted by s.h.a.zz.y
Take a look in the mirror...

... and as the saying goes; "if the shoe fits, wear it"

And your reason for randomly insulting me is....?

I'd suggest you take a look at the rules, I'm pretty sure that in your two random posts, insulting me, you have violated at least two of them.

Originally posted by IHSL
And your reason for randomly insulting me is....?

I'd suggest you take a look at the rules, I'm pretty sure that in your two random posts, insulting me, you have violated at least two of them.

You seem to have a problem realising who first took the cheap shot...

I posted :
"Some people are only good at making fools of themselves..."

I was not referring directly to you, but other posts in this thread which were silly ....

In response you said :
"So now I'm a fool for having an opinion? Get a clue kiddo. "

That was your first cheap shot attempt, In response I answered your cheap shot and quoted :

"... and as the saying goes; "if the shoe fits, wear it""

... so if you are insulted then maybe you consider yourself a fool?
I never directly called you anything, you have only assumed.

Sorry for going off-topic MODS.

Such utter disregard for truth, and such blatancy.

You quoted me twice, and then said:
"Some people are only good at making fools of themselves..."

That's as blatant as it comes.

I was considering getting eSupport, but now I'm thinking twice because I don't like a company that hides behind an "it's Christmas" excuse. It's ridiculous. Christmas or not, serve your clients right. It's YOUR problem that your techs were out for the holiday. You should have accounted for that and hired temporary staff.

If the ticket was not replied to in good time, just apologize and move on. Arguing with the client with you¡¦re at fault only makes you look like an unprofessional company.

And yes, support from Modernbill can use work too. But that¡¦s another topic.

Once you have thought twice you should really go with esupport as the "Product" is great.
The support has been fine for us and like MB more often than not you can find a solution within (their) forums first anyway.

Also Happy Hogmany....(9 hrs and counting...)

Originally posted by Al Nany
I was considering getting eSupport, but now I'm thinking twice because I don't like a company that hides behind an "it's Christmas" excuse. It's ridiculous. Christmas or not, serve your clients right. It's YOUR problem that your techs were out for the holiday. You should have accounted for that and hired temporary staff.

If the ticket was not replied to in good time, just apologize and move on. Arguing with the client with you¡¦re at fault only makes you look like an unprofessional company.

And yes, support from Modernbill can use work too. But that¡¦s another topic.

Did you even care to read the post before posting such comment?

Here is what I posted.

"That is a very harsh comment.

This week was the only one where all three of Kayako team members took out some time off considering it was Christmas and the influx of tickets expected was low. If this is what put you off, please do accept my apologies."

I apologized and I gave the reason, if being open with ones customer puts me at fault and makes my company unprofessional then thats fine by me.

I highly recommend you read my post, go through it and then post such comments.