Disappointed

[sarne]

I am very impressed with Support Suite. I just wanted to start with something positive before mentioning the negative.

I was contacted by the Kayako Sales department more than 5 times prior to purchasing Support Suite, twice in one day. Every time I was called I said the same thing, I was not ready to buy and I would contact Kayako when I was. Yet, I was still called over and over.

That was annoying, here is the disappointment. I bought the Support Suite last week, along with the Branding Free option. I was advised when I purchased the software that I would be emailed with the instructions to remove the branding. I had not yet seen those instructions yesterday, so I checked the KB and found the "Branding Free" post which advised me to email sales@kayako.com. I emailed them yesterday and have not heard back.

More than FIVE times I was contacted by Kayako to purchase the Support Suite, now that I've paid the money, I seem to be getting NO service.

Very disappointing, I hope this is not a reflection of the overall company.

[Jamie Edwards]

sarne,

Firstly, let me apologise in behalf of our sales department. You shouldn't have been called this many times, and our sales staff should have noted your wish on the first call. This is our policy.

Please can you provide me with your sales department ticket ID, or if you do not have that to hand your order ID? I'll handle this for you this minute.

[Jamie Edwards]

I have found your ticket (MZT-350871). It was responded to within half an hour of it being received (19 May 2009 09:26 PM, GMT). I have forwarded it to you again - please let me know if you receive it.

I am investigating the sales calls now.

[Jamie Edwards]

We have spent a considerable number of man hours investigating this. Our records indicate the following:

I was contacted by the Kayako Sales department more than 5 times prior to purchasing Support Suite, twice in one day. Every time I was called I said the same thing, I was not ready to buy and I would contact Kayako when I was. Yet, I was still called over and over.

Our call records show that a total of four calls were made to you, as follows:

• May 14 21:12 Duration: 14:25
• May 06 02:09 Duration: 07:01
• May 06 00:47 Duration: 15:31
• May 04 21:49 Duration: 01:44

On May 4th, we called you to see how your trial was going, and when you were planning on purchasing. You informed us that you were going to purchase by live chat / e-mail, and did not want to be called.

On the 6th May, you asked that a sales representative call you on our live chat (you spoke with Nancy). Nancy needed to check some details with her manager in order to answer your questions. When she got the information, she called you back on that same day. In this conversation, you told Nancy that you needed more time to evaluate, were planning on purchasing the following week, and that we may call you in that week.

On May 14th, you submitted a ticket (ZGS-289311) indicating your intentions to purchase. We shortly called you, arranged the purchase and said that we would send the branding free removal details to you in that ticket. Swati did this, one hour after you first submitted this ticket.

With all due respect, I cannot see where our sales agents have stepped out of line, or badgered you in any way. The only unsolicited call made to you was on the 4th May, which was to discuss the trial you had taken out, and your purchasing plans (if any). Our calls are also meticulously recorded, and I am only able to find four of them.

If the information I have found does not tally with your understanding, please let me know - and I will investigate further. However, from where I am standing, I believe that you have been slightly unfair in the portrayal of our sales service. We have strict 'anti-nagging' policies in place.

I am sorry you did not receive the e-mail regarding the branding free instructions. As I said above, if you still have not received the copy I have forwarded to you, please let me know.

Kind regards,