Complaint against Kayako

[paulmulder]

Since your support person simply sends the same response each time I submit a ticket I am hopeful that someone from Kayako can respond here.

Kayako support has been completely unhelpful and has not fufilled its repeated promises for a refund. This has now been going on for more than two months.

1. I purchased 2 licences for helpdesks. These worked fine, but one additional payment was made.

2. I contacted Kayako to pijt out that 2 of the transactions were correct, but 1 of them was incorrect.

3. Kayako informed me that the 1 incorrect trabsaction would be returned.

4. No refund was ever made. Now I just get the same response about how it will happen soon and how it has been escalted.

Below is a sample of the responses I receive:

16 October 2007

Hi,
Your refund has been approved for $59.95 and it will be done in couple of days.

Let me know if there si anything else.

Regards,

Neha Tandon

29-11-2007

Hi Paul,
Sorry for the inconvenience caused. I have escalated the issue to the higher authority and your refund will be done shortly.

Let me know if there is anything else.

Regards,

Neha Tandon

[craigbrass]

Can you post the ticket ID and Jamie should be able to chase it up when he sees this thread.

[supportskins]

Paul,
I suggest you contact Raghav at raghav.arora AT kayako[dot]com, he shall assist you with your refund.

[Jamie Edwards]

Hi Paul,

I am sorry for the delay in processing your refund. I will ensure it is issued immediately (hopefully within the next few hours), and will ensure it won't happen again. I've informed Raghav about the situation, and he will manage your refund; he should be posting here shortly.

I am unsure of what caused the delay, but will find out shortly.

[Raghav Arora]

Hi Paul,
Please send me the ticket ID or your transaction IDs at: raghav.arora[at]kayako.com and I will get the refund done.

Regards,

Raghav Arora

[craigbrass]

Out of interest, why arn't refunds done at point of request?

[Jamie Edwards]

Originally Posted by craigbrass

Out of interest, why arn't refunds done at point of request?

Refunds have to be approved by a manager, and for some payments systems on Varun is able to make this approval; occasionaly some pending refunds fall out of the radar in between shifts.

[paulmulder]

Since your support person simply sends the same response each time I submit a ticket I am hopeful that someone from Kayako can respond here.

Kayako support has been completely unhelpful and has not fufilled its repeated promises for a refund. This has now been going on for more than two months.

1. I purchased 2 licences for helpdesks. These worked fine, but one additional payment was made.

2. I contacted Kayako to pijt out that 2 of the transactions were correct, but 1 of them was incorrect.

3. Kayako informed me that the 1 incorrect trabsaction would be returned.

4. No refund was ever made. Now I just get the same response about how it will happen soon and how it has been escalted.

Below is a sample of the responses I receive:

16 October 2007

Hi,
Your refund has been approved for $59.95 and it will be done in couple of days.

Let me know if there si anything else.

Regards,

Neha Tandon

No Action was Taken by Kayako

29-11-2007

Hi Paul,
Sorry for the inconvenience caused. I have escalated the issue to the higher authority and your refund will be done shortly.

Let me know if there is anything else.

Regards,

Neha Tandon

No Action was Taken by Kayako

12-12-2007

Hi Paul,
Sorry for all the delays. I have noted this refund details and I will get this done later today.

I apologize for the inconvenience caused.

Regards,

Raghav Arora

No Action was Taken by Kayako

[supportskins]

I think you posted this before. It would be a good idea to update that thread then creating new ones. Did you contact Raghav on his email address as I had suggested?

[Jamie Edwards]

Hi Paul,

I will look into this and follow it up for you now. I will get back to you shortly. I have also merged your two threads.

[paulmulder]

This time within a few hours?

A week later and still nothing has happened.

You have lost a life client for the price of 1 simple refund. I made three payments, of which 2 were correct. All I want is a refund for 1 of the 3 trasnactions which was not correct. I would have been happy for the other 2 transactions to just stay as they were correct.

What sort of business practises do you uphold?

You treat your customers like garbage. I have bow been told the refund would be done straight away 5 times over the last few months. Nothing ever happenes.

#OZV-187331
#FUG-654973
#CMB-429947

(As if quoting tickets will actually lead to anything).

I now have no option but to warn others on every forum were kayako is mentioned.

[paulmulder]

and yes, i did e-mail my ticket numbers to that dodgy e-mail address you gave.

is this the way professional companies work? You have no respect for your customers whatsoever.

[Jamie Edwards]

Hi Paul,

The e-mail address given is not 'dodgy', it was Raghav's personal e-mail address. Your refund has already been processed, but may take up to a week to be recredited to your account (this is due to both our banks, and is completely out of our control). Your issue was escalated immediately, both to me and Raghav - as such it was dealt with immediately.

I would appreciate if you stopped spamming the forums with the same complaint; we apologise for the oversight and delay in processing your refund, but we cannot speed it up any further.

[paulmulder]

i just spoke to live support, 2 hours after you posted your last reply. They told me that the transcation had not, contrary to what you say, been processed but would definitely be done today.

[Jamie Edwards]

Hi Paul,

I have consulted with Raghav, and was not aware that instead of processing a refund you have organized with him that the balance would be returned to you via PayPal in order to speed things up.