possible fraud: any bad experiences with Kayako?

[bradycreel]

Curious if anybody has had any bad billing experiences with Kayako. I recently renewed our SupportSuite leased license and was advised by the sales agent to purchase another branding-free add-on. I was informed later that my original branding-free add-on covered the new license, and the sales representative agreed to provide a $100 refund for that.

I've been trying for a month to get that refund taken care of, but I keep being told it will be taken care of "shortly" -- we've never received that refund. After chatting with Kayako staff multiple times and getting no resolution, I've initiated a dispute with the bank that issues our corporate purchasing card.

Has anybody else had bad billing experiences with Kayako? Or is this simply an aberration? I'm frustrated that I can't get the Kayako people interested in caring about this matter.

[craigbrass]

As far as I am aware, refunds are processed once every week in batches. How long have you been waiting?

[bradycreel]

I've been waiting almost a month. I've opened two support tickets and chatted with support reps at least six times. It's like I'm being mislead intentionally. I have chat transcripts and all the documentation for the refund -- I've even been told it has been "approved" yet it still has not been issued. For a company that specializes in support, this is a very poor demonstration.

[craigbrass]

Jamie (Operations Manager) should be along shortly to find out what went wrong here.

[Raghav Arora]

bradycreel,
As committed on chat also, your refund will be done in 1 business day. Please understand that refunds have a proper channel to be followed. I have escalated your refund and it will be done today for sure.

Regards,

Raghav Arora

[bradycreel]

Thank you Raghav, but my concern is that I've been told that multiple times before.

[Jamie Edwards]

Hi Brady,

Sorry for the delay here - it was the result of a miscommunication issue between the night and day shift. The person who was meant to process the refund works day, and you were communicating with staff on the night shift.

I am sorry once again for the delay caused by this - however, I think it is obviously a mistake that has been made on our part and that it is clear that it is not an attempt to defraud you in any case.

As Raghav has said, the refund will be processed within a business day. I will also ensure this is done by the appropriate person during the day shift.

Thanks,

[ehoffman]

Its happened to me before and others. The proof is in the pudding, er, when it hits your account. Mine averaged a month or so I recall....one auto-billing issue I recall took two months, and then rather than refund me those months, they gave me some instaalert licenses or something. I gave up trying to get my money back despite the near $700 investment I already made across their product line.

[Jamie Edwards]

Hi Eric,

If you'd like to take this up with me, please e-mail me (my address is below). I'd be happy to help.

[craigbrass]

Out of interest Jamie, why aren't refunds processed at point of request? It sure would make more sense this way.

[ehoffman]

That immediate refund would help them keep their promises when they tell you the refund will be the next day, and then Raghov will step in later after you have been chasing them and say there are processes, etc which just leads you to believe the organization is so disorganized that any hope of a truly stable product with all the features promised at sales will never materialize.

They lost several large fish from us with that attitude. Since Jamie has been around things seem better, but this thread reminds me just how things might still be going internally. I hope it gets better.

[Ryan Lederman]

Hi Brady,

Apologies for the delay on the issuance of your refund. The refund was attempted today, but the person who was responsible for it refunded the entire amount, not the $100 you were owed.

Now we must wait for the invalid refund to be canceled before we can re-issue the actual amount. We are very sorry for any inconvenience this has caused you, and we'd like to take this opportunity to thank you for being a customer of Kayako.

Regards,

[craigbrass]

Your using WorldPay. It is not possible to cancel a refund. I know as I have done this in the past.

[Jamie Edwards]

Hi Craig,

Not sure where you're coming from with this but it is possible and we have done it (and have done it before).

Brady - I have e-mailed you an update

Thanks,

[craigbrass]

I ment to say tried to do it in the past. When I made a full refund on a worldpay account by mistake, I was told there was no way to cancel the refund once it had been sent.