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.
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.
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:
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.
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?"
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 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.