Web Hosting Talk : Web Hosting Main Forums : Hosting Software and Control Panels : Kayako Nightmare..

[barko]

Just a heads up - If they haven't deleted it yet...

http://forums.kayako.com/showthread....&threadid=1346

What a freakin' nightmare - the back-up feature doesn't even work, so we can't even get our data.

[EpicServers]

Thats to bad, strange that so many people rely on this company and don't have issues. Sounds like you were let through the cracks, they should offer phone support.

I'm sure there is an "excuse".

[ImLagging]

Strange. I've purchased twice from them and both times I had a response and was able to be up and running in about a day. I'm pretty sure that they're based out of India (I could be wrong about this), so a response during the day in the USA (if that's where you are at) shouldn't be expected. However, 5 days is still a long time.

[barko]

Appreciate the sentiment..

But now its the weekend....

We won't hear from them until next week (if then).

That is one big damn crack to slip through.

[barko]

Amazing..

- 7 days later
- No replies or product

Now that's what I call customer service...

[Brendan Diaz]

I've had problems with Kayako's support in the past. Paying for things and them not providing the service.

Usually when you annoy them enough on their support e-mail they take care of your problem.

[MaxHosting]

Yes I have heard of this. I frequent the Kayako forums, and have seen this happen as they said. I see that Barko is not a fraudulent customer clearly, and they definitly dropped the ball with this one. My Kayako was setup within 24 hours when I purchased it. The software is excellent, and I have had no problems with support personally.

[barko]

Still no help desk.

Amazing - purchased on the 21st and its the 28th.

No one knows what is going on over there and it seems like its a one man show - everyone is waiting on Varun.

I got this last Monday when I first inquired as to why our account had not been created:

---------------
Hiren said:

I am waiting for Varun to update me on the issue. He is currently out of office and is expected to return back on Thursday morning. I will try to contact him well before that and update you as soon as possible.

Regards,

Hiren Mehta
----------------------
Kayako Web Solutions
http://www.kayako.com
eSupport - Feature Packed & Robust Support System
LiveResponse - The Ultimate Live Support Package
---------------

Needless to say, I never did hear from him until I posted a thread over there and here. But...he has just closed my help desk tickets and asked me questions like: "please provide us with your payment details", etc. The payment details were in the tickets that he closed, which were obviously not read.

What a circus. Too bad its our peanuts that they are feeding the elephant.

Probably going to dump it at this point - its kind of like poking yourself with a sharp stick. At some point you simply ask yourself "why am I doing this?"

Buyer beware.

[Maximiliam]

We move far away from Kayako ourselfs, due to the fact that there is zero support now a days. Their sofware is coded badly and could not cope with our increased ticket support load. It went so far that it took 5 minutes to just answer a ticket.

We switched to deskPRO and oh my God what a difference. Not only does it work wonderfully, it is fast, and the support is great.

[Aussie Bob]

I was just about to purchase that helpdesk, for my next hosting company that I'm setting up now. But after reading this thread, no way hozay!

barko, thanks for the heads up. Sorry you're having troubles.

[barko]

Originally posted by Aussie Bob
I was just about to purchase that helpdesk, for my next hosting company that I'm setting up now. But after reading this thread, no way hozay!

barko, thanks for the heads up. Sorry you're having troubles.

Hmm...Does Mrs. Bob know about this new hosting company??

Anyhoo...

just setup Deskpro - fast response (over the weekend too)
Looks like a much better option.

Adios, Kayako

[MRGTech]

Mine came in like 20 hrs.

Odd, how many people that have had probs. w/this company,

Maybe they are short on people who knows.

[Reality Hosting]

I haven't had any problems with it and I had my license in a few hours. However, it's not exactally high volume for me yet.

[palash]

people impressed by kayako's nice color other than features.
and truth is far better products are in market.

[Nagaki]

I feel sorry for you barko, I hope you got your refund back, good thing it wasn't a yearly license. True, there may be better products in feature then Kayako, but kayako is also easy to use for clients that don't know much about websites.