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  1. #1
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    Kayako Nightmare..

    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.

  2. #2
    Join Date
    Aug 2003
    Location
    Midwest, USA
    Posts
    128
    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".

  3. #3
    Join Date
    Aug 2002
    Location
    Downers Grove, IL
    Posts
    304
    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.

  4. #4
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    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.

  5. #5
    Join Date
    Feb 2003
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    Amazing..

    - 7 days later
    - No replies or product

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

  6. #6
    Join Date
    Jan 2004
    Location
    New York, NY
    Posts
    1,241
    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.
    Thanks,

    Brendan Diaz
    Connect: linkedin.com/in/brendandiaz

  7. #7
    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.

  8. #8
    Join Date
    Feb 2003
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    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.

  9. #9
    Join Date
    May 2002
    Location
    Sweden
    Posts
    526
    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.
    I like to help

  10. #10
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    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.

  11. #11
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    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

  12. #12
    Join Date
    Mar 2004
    Location
    Port St. Lucie, FL.
    Posts
    5
    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.

  13. #13
    Join Date
    Nov 2002
    Location
    Canada
    Posts
    1,544
    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.

  14. #14
    Join Date
    Aug 2003
    Location
    Dhaka
    Posts
    229
    people impressed by kayako's nice color other than features.
    and truth is far better products are in market.

  15. #15
    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.
    - xFluro WebHosting
    cPanel/WHM with Rvskin & Fantastico De Luxe.

  16. #16
    Join Date
    Feb 2003
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    hmm..
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    Oh well...

    No resolution still - and they just closed my thread.

    Stating: "Hello, Kayako isn't a one man show. Varun does the programming and others do the techincal support. However, I'm going to close this thread before it gets out of hand."

    Hmmm...gets out of hand?? For who?? Its been out of hand for us since they charged our bank account.

    What a screwed up ordeal. All they had to do is simply answer my email and provide the product that I paid for - over 8 days ago.

    I just checked my original receipt for payment and it was on the 20th.

    Again...

    Buyer be VERY aware.

  17. #17
    Join Date
    Feb 2003
    Location
    hmm..
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    And...just received this email..

    "As I suggested in the previous ticket, complte account information was sent to the registered email address, wierd you didn't receive it." - From Hiren Mehta / Additional instructions were included for how to cancel the agreement (as per my request).

    Yep - I agree, very weird - also weird that the account was never created or accessible. Weird that no one knew WTH was going on. Weird that I was accused of being a fraud. Weird that no one returned my emails or answered help desk tickets until I created a stink on the forums. etc., etc., etc.

    Anyway, I have canceled the "account that never was" and am awaiting a refund from World Pay.

    End of story.

  18. #18
    Join Date
    Apr 2003
    Location
    San Francisco, CA
    Posts
    428
    Check your mail logs, maybe they are sending email that is getting caught as spam or something, try to get their from email or something and check your log files to see if it tried to get to you. HTH

    I was looking into Kayako, but this is not the first time I hear negative things about their support (not product)...
    Hostito, Inc. - Web Hosting & Reseller Plans
    http://www.hostito.com
    [email protected] - 1 888 467 8486

  19. #19
    Join Date
    Aug 2002
    Location
    Seattle
    Posts
    5,512
    It should be kept in perspective that the complaints to praise ratio with Kayako is *EXTREMELY* low. From what I can tell, you'd be statistically worse off with any other vendor.

  20. #20
    Join Date
    Apr 2003
    Location
    San Francisco, CA
    Posts
    428
    I guess I should not jump to any comclusions yet...

    I have heard great things about the product.

    ... all complaints I have read so far are about unresponsive support, though they are not many, they are similar in tone. I want to get it, as it looks nice, but I hesiteate. Iwould hate to have invested all this time and having all this info and run into problems with it and not get help... That is my fear.
    Hostito, Inc. - Web Hosting & Reseller Plans
    http://www.hostito.com
    [email protected] - 1 888 467 8486

  21. #21
    Join Date
    Oct 2003
    Location
    Georgetown, Ontario
    Posts
    1,761
    You know, there are other systems you can use besides eSupport. Cerberus is just one of them.

    Or you can look at getting a custom made one. They might cost a little more, but you usually get a highly customized version that fits your needs exactly.
    ии Repeat after me... ProSupport is the best... Prosupport is... ии
    ProSupport Host Support System - OUT NOW! Grab a copy yourself and see what the hype is about!
    VertiHost Inc. - We run a quality business. Do you?

  22. #22
    Join Date
    Mar 2000
    Location
    San Antonio, Texas
    Posts
    3,689
    I have to say I had some problems with the order process. I think mine took about 3-4 days. That was in January, and I had the same problems with emails "not arriving"
    I finally got help from Hiren. I know at that time they were pretty backed up with orders. I hope their OWN support will improve. I havent had to contact them for anything and the program is great, so I hope they are able to work through these current (persistent?) problems.
    HostCaters.com - Quality Web Hosting - Under A Gig! - Since 1999

  23. #23
    Kayako use Worldpay you are covered by their shopper guarantee which is quite extensive so if you dont have luck with Kayako go directly to Worldpay

    Robbie
    Robbie Wallis
    Sales Director
    http://www.4web-space.com

  24. #24
    Join Date
    Nov 2003
    Location
    europe
    Posts
    10
    Cerberus support is non-existent as well. I paid my license and before it I asked if they could install it for me at additional price because I'm not capable to do it myself.

    Before purchase they agreed and aswered all my question quickly. After purchase situation has changed and now they dont reply me at all. 28.3. I made installation request (there reads they would reply quickly, but on heavy load 1-2 days). I have emailed them nearly every day. By now I still havent got any reply from them. Seems that after they get the money they dont care customer at all.

    But still hoping if I would get working helpdesk-system some day...

  25. #25
    Join Date
    Feb 2003
    Location
    hmm..
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    Switched to Deskpro. http://www.deskpro.com

    Night and day difference. Full-features and highly configurable. (so far) One little SQL issue that was fixed immediately.

    To be fair...
    haven't had to try out the support much though - time will tell.

    The best app in the World stinks if there is no support behind it.

    And..a help desk is not just a cute little app to sit on our server and increase sales. We beat the heck out of it daily.

    So far, so good.

  26. #26
    Join Date
    Aug 2001
    Location
    Orange County, CA
    Posts
    532
    Cerberus support is non-existent as well.
    Hey Selmatic,

    It would be great if that were true. I'd have a lot more time to code!

    However, in reality, there are at least 5 of us in my immediate group who spend a good chunk of our day on support -- every day. That's mostly because our support is currently free for every user, even evaluators.

    If we didn't provide any support, wouldn't our forums be full of angry users asking what was going on? They're aren't. Our forums are full of feature requests and suggestions from satisfied users. It's a very constructive place!

    I have emailed them nearly every day. By now I still havent got any reply from them.
    Before we can perform an install, we need some basic information from the user. Pending that, the ticket would be on hold. But that should be the only delay.

    Our open ticket count was down to a whopping _2_ on Tuesday -- we've addressed nearly every open issue. I'm not sure how you fell through the cracks.

    When you get a minute, please send in a ticket or another reply from the same address with "Attn: Jeff" in the subject.

    Make sure you include your e-mail address and your domain name, so I can consolidate any other tickets you may have opened.

    Seems that after they get the money they dont care customer at all.
    Couldn't be further from the truth -- our development is user driven. Again, just check our forums or the threads here. A huge majority of the development we're working on day-to-day is targetted at free upgrades and enhancements for _existing_ customers.

    I'd be insulted if I knew you weren't just frustrated. I would be too. After all, you just want to start using Cerb.

    Drop us a note today and I'll handle the install myself. If you've been waiting over 2 days, the install is free.

    You can also find my IM contacts in my profile on our forums (http://forum.cerberusweb.com/) -- I have the same forum name there.

    Thanks!
    Jeff Standen, Chief of R&D, WebGroup Media LLC. - LinkedIn
    Cerb is a fast and flexible web-based platform for business collaboration and automation. http://www.cerbweb.com/

  27. #27
    Join Date
    Nov 2003
    Location
    europe
    Posts
    10
    Dont know why, but after I drop my post here in WHT starts happening

    I got first reply from Cerberus after many many days hearing nothing. Maybe this will sort out now... I lost my hope but now it's back again.

    And thanks jstanden, I will drop you a note right a way which includes Installation Request Tracking number etc.

  28. #28
    Join Date
    Mar 2004
    Location
    Funchal,Portugal,Europe,Earth,
    Posts
    40
    barko

    you should check your spam folder......

  29. #29
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    Feb 2003
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    Originally posted by addinson
    barko

    you should check your spam folder......
    Nice try - but I had been receiving auto-responses from my ticket submissions in their help desk. And...from Varun, after this thread got up enough steam. The fact remains that the account was never created. And there were no replies in the help desk from kayako.

    BTW - Its my box - and there is no email from them in the logs for the period mentioned. We switched help desks, as I have already mentioned and are quite happy with Deskpro.

  30. #30
    Join Date
    May 2002
    Location
    Sunny California
    Posts
    1,679
    Originally posted by barko
    Switched to Deskpro. ... haven't had to try out the support much though - time will tell.
    Deskpro is a one-man show, so support will be highly dependent on his waking hours and free time...

    For my money, I'd go with Kayako.

  31. #31
    Join Date
    May 2002
    Location
    Sweden
    Posts
    526
    Kayako is a pathetic joke... They have no one there that will do anything for you ever.

    deskPRO on the other hand has been more than helpful and you are able to get access to the full source code. So if anything would happen, if the author of deskPRO would die, you would still be able to use the software and develop it by yourself.
    I like to help

  32. #32
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    Feb 2003
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    hmm..
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    Originally posted by Simpli-Erica
    Deskpro is a one-man show, so support will be highly dependent on his waking hours and free time...

    For my money, I'd go with Kayako.
    In my experience so far, the Deskpro response times have been much quicker than the 8+ days it took with Kayako.

  33. #33
    Join Date
    Jun 2003
    Location
    Central California, USA
    Posts
    197
    I've been using Kayako since July 2003, and would say i've had pretty extensive experience with Varun and his company.

    Although support is somewhat slow, eSupport is a quality product. It's very easy to get setup and it's even easier to use. I have tried many different helpdesk scripts, and nothing even compares feature-wise or overall usability to Kayako.

    Varun is a good guy, and knows his stuff. He is often hard to get ahold of though.. so his focus is on Quality interaction over quantity.

    The benefits of Kayako eSupport far out-weight any negatives.

  34. #34
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    Feb 2003
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    Originally posted by IceCell
    Varun is a good guy, and knows his stuff. He is often hard to get ahold of though.. so his focus is on Quality interaction over quantity. The benefits of Kayako eSupport far out-weight any negatives.
    I in no way would imply that Varun has any character issues or that he is not knowledgeable.

    However, your statement about "Quality vs. quantity" does not fit when an order has been unfilled and repeated attempts to contact support have been unanswered for over 8 days.

    I can't imagine anyone serious about business waiting over 8 days for a "quantity" response. While during that time there is "no" response.

    Would your customers wait that long?

    Would you?

    Anyhoo...enough already.
    moderators, please close this thread?

  35. #35
    Join Date
    Jan 2002
    Location
    Boston
    Posts
    5,010
    I have been using Kayako for over a year now and have been really happy with it.. Support can be VERY slow at times but I have never had an issue which was really an emergency and when I did get ahold of someone they helped in every way possible to get my issue resolved.

    I have a couple thousand tickets going through my Kayako and it has been very dependable, I also had the issue with the backups of the database and just have a script which backs up all my databases and FTP's them to a different location on a nightly basis, while it is not a fix it does the trick.

    One thing I think people are fogetting is that this is a $500< full blown helpdesk software, no real excuse to have slow support but if you need 24/7 emergency support for your helpdesk you better get out the checkbook and be ready to drop 10-20k on something like Heat or Epicor helpdesks which I have used and IMHO are no better than the product I get from Kayako.

  36. #36
    Join Date
    Nov 2002
    Location
    ON, Canada
    Posts
    288
    I've never had any troubles with Kayako. I just recently purchased a eSupport license from another user and they transferred it within 24 hours.

  37. #37
    Join Date
    May 2002
    Location
    Sweden
    Posts
    526
    Just wait until you get some ticket volume, the way the whole application is coded is bad. I wish we had gone away from Kayako way before we really did. We just hunged around because we where promised a fix that never came out. And for the weeks we waited there was zero support, zero people that could do anything about the situation.

    Kayako uses ioncube or zend coded code. Wich sucks because you cannot fix the bugs yourself.

    We have been more than patient with them. But it seems they just did not care.
    Last edited by Maximiliam; 04-02-2004 at 09:30 PM.
    I like to help

  38. #38
    Join Date
    Dec 2003
    Location
    Canada
    Posts
    791
    I was actually planning on purchasing eSupport, however, I had a few pre-sales questions that went unanswered after two tickets in a weeks time so I just knew it would be better to move on. I chose PerlDesk instead, and it's been working fine for me. I know some hosting companies go through rough times with not that many employees, etc. But from what I can tell Kayako has had some problems for a while.
    Michael MacKinnon

  39. #39
    Join Date
    Apr 2004
    Location
    The Dog House...
    Posts
    9
    Originally posted by Maximiliam
    We have been more than patient with them. But it seems they just did not care.
    I would have to agree. I've been a Kayako customer for eight months now. They are a two man shop. Varun and Hiren do not frequent the Company Forums very much. Varun has posted one message in the Company Forums in the past two months.

    And the forums have become more of a playground for a couple of the moderators instead of a business support forum. The moderators make an effort to delete any posts that they do not agree with and really treat the Kayako customers as though they are less important.

    Sooner or later Kayako will learn that their customers are actually more important than the moderators since the moderators don't pay Kayako's bills...

    I've personally had about 10 posts with questions and comments deleted from the forums with nothing more than a comment saying that it is not beneficial to point out weaknesses of their product. Most of my posts in the forums get deleted without any comment at all.

    If you're looking for support, there is no phone support and you should not expect to be treated like a valued customer in the Company Forums.

    When opening a support ticket through the online system, Hiren is always curtious when he answers. It usually takes about 24 hours to get a reply through the online support ticket system.

    So, that's my two and a half cents worth as a Kayako customer... Your mileage may vary...

  40. #40
    Join Date
    Nov 2003
    Location
    europe
    Posts
    10
    Want to tell that now I have my Cerberus working. Cerberus staff intalled it yesterday. I don't know why they didn't respond my original requests and emails, but yesterday they was friendly and did their job very well. I want to thank Cerberus for that.

    I'm now learning to use this new system... so far it looks great!

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