Problems with support

[wpcomp]

Is anyone else having issues with Kayako's own support system?

I am finding there is no followup at all with support tickets. They stay open for weeks/months, where no one bothers to reply.

I tried to chat with a support rep today about an issue that has been open for 6 weeks (after being told a fix would be our 'shortly') and he just left the chat session, then would let the chat request go to email.

I find this completely unprofessional rather appalling. Is this the kind of support we get for the money we paid for?

[Digital Mayhem]

nope never had this issue...

[bear]

I've had a few take several days, but not weeks. The answer isn't always accurate either, but it seems the followup when you ask about it is typically faster than the initial response. Not sure why.

[pweinstock]

I seem to be having quite a few problems getting the support that I would hope comes from a company that develops a support application. I will be creating another thread with pertinent information about the problems so that I can hopefully get this resolved.

I really do like the application, but the lack of support and assistance that I have received is beginning to over shadow the application and is making it very difficult to pitch this idea to my investors and affiliates.

[wpcomp]

This is the problem I am now facing.

Justifying the expense of the software, when the developers dont seem to care about their customers once they've collected the money.

Originally Posted by pweinstock

I seem to be having quite a few problems getting the support that I would hope comes from a company that develops a support application. I will be creating another thread with pertinent information about the problems so that I can hopefully get this resolved.

I really do like the application, but the lack of support and assistance that I have received is beginning to over shadow the application and is making it very difficult to pitch this idea to my investors and affiliates.

[sureshkumar.mr]

This problem is continuing from several years and they are not going to improve. I think their only motive is to sell the product as much as possile.

You call them unprofessional or whatever you want they don't mind, because they are used to it. You can see 'n' number of messages like that in the forum.

There are several high priority bugs pending from several years but no solution till now.