Not Getting What I paid for - What do you think?

[one9]

Hi,

I recently signed up for a eSupport Hosted service.

I wanted to use it for 1 month. As this is a month to month basis, it suited well.

In the knowledgebase it says to stop yourself from being billed in the future, that you must cancel the futurepay agreement at the Worldpay site.

So after about 7 days, I cancelled the futurepay agreement so that the service would not renew when it expired (after a month).

The worldpay site showed that I had paid up to a certain date.

I was therefore shocked that after cancelling the futurepay agreement for future billing, I received an email saying my account would be deleted after 7 days.

This means I get only about 14 days worth of hosted service, rather than the 30 days I had paid for.

I double checked the end user licence agreement and there was nothing about this there. I then chatted to Varuen on live chat and he said "that he would get accounts to add it to the agreement". I then said "what about us?" and he just said it would be deleted.

The issue for me is not about money, but the fact I need the support desk. I do not have time to fix everything in 7 days. I expected to get the 30 days that I paid for.

What do you think? Do you think I have not got what I paid for? Or do you think Varuen's interpretation is right?

[IanWild]

I think if you paid for 30 days, you should get 30 days... On the other hand, I reckon you should have to give 30 days notice to cancel too - it's a lot harder to organise for Kayako otherwise.

Ian

[supportskins]

Well I agree you should get the 30 days period but I guess the Kayako system is set to remove all cancelled accounts after a period of 7 days. If you contact their sales department with the issue, I believe they will issue a partial refund.

[one9]

Originally Posted by IanWild

I think if you paid for 30 days, you should get 30 days... On the other hand, I reckon you should have to give 30 days notice to cancel too - it's a lot harder to organise for Kayako otherwise.

Ian

I would be happy with giving 30 days notice IF this is what they wrote in the agreement when I signed up.

It believe in all businesses it is important to have an accurate agreement setting out the rights and responsibilities of each party so that both the organisation and customer can easily refer to the agreement.

The deletion before your account expires is very different than their monthly licence option. If you cancel this, then the licence remains valud until when you have paid for.

Kayako need to cleary make it known at the start of the agreement that you are NOT signing up to a monthly agreement, but are instead signing up to an agreement that may vary between 7 days and 30 days.

I know have the dilema of the responsibility to my employer. I am obligated to only allow my employer to accept credit card purchases where the product/service has been received. In my view, the service was not received.