Impex script

[Chadi]

I just purchased esupport last week and support is a complete disgrace! Typical slowness and incompetence beyond belief. I was promised an impex importer for Cerberus 3.6 upon owned license purchase. They said it would take a few days. Its been 7 days since my purchase and 2 days since the last support response to the ticket regarding the importer.

Your support team is horrible. I was told yesterday by someone in live chat to email mahesh.slaria@kayako.com directly. This person did not bother responding for over 24 hours so far, not to mention the original ticket for 2 days.

I regret ordering from you fools.

[craigbrass]

I think you were mis-informed. It generally takes a few weeks for an importer to be made, not a few days.

Anyway, I am sure Jamie (operations manager) will investigate this when he comes back online.

[Chadi]

A few weeks? That's a load of garbage. They should have had this already made for their own business' sake. They have Cerberus 2x importer but no 3x importer and I asked them about this time and time again since a few months ago. Did they give a damn about winning a customer? No. Not to mention many others using Cerberus 3.6 who they can attract with their importer. Brainless business move.

We will do that for you in this case as well. You can purchase eSupport Owned license. Please register yourself at http://members.kayako.net/ and purchase the eSupport Owned License under the Purchase Tab from your Members Area.

After your purchase, please update this ticket with your registered Email address and I will forward your request to our Development team. Please note that it may take upto a week to do that for you after your purchase.

[Digital Mayhem]

It can take a week or two as Developers are currently working hard on version 4 of Kayako's line of products.. I am actually surprised they said they would even do this for you as usually it has to be in high demand before they will work on it.. If you check http://office.kayako.net you will see that Mahesh Slaria isn't in the office I am pretty sure he will Email you as soon as he is in the office and has a chance..

I will ping Jamie to this thread to see if he can get ahold of Mahesh for you.

[Chadi]

I do not care what they're working on. I was told what I was told and I've been waiting patiently. Your delay with the importer is literally delaying the launch of my company and ad campaign. You should feel ashamed of yourself for even defending anyone on your team and your team should get their act together.

You have no respect nor consideration for others' businesses and hard work. None at all!

If I do not get the importer by TOMORROW, then you can call me a lost customer of yours. I'm not responsible to pay the consequence of your mistakes. The least these people can do is respond to a support ticket. What an insult to ignore an email directly too.

[Raghav Arora]

Hi Chadi,
I apologize for all the inconvenience caused.

Please email me the Ticket IDs you have. I will get the updates from the developers and will send you the current status of script.

Regards,

Raghav Arora

[Chadi]

I sent you an email a few minutes ago. I hope someone gets this done and done right. Your hurting my company that has not even launched yet.

[Raghav Arora]

I have received your email and have sent you the acknowledgment.

Regards,

Raghav Arora

[Jamie Edwards]

Hi Chadi,

I am sorry for this delay. You should not have been promised the script so soon in the first place; this is not our normal policy. As such, I will ensure this kind of promise is not made again, and will ensure that your import script is completed as soon as possible.

Raghav has contacted you and I am sure he has handled all that is appropriate.

Thanks,

[Jamie Edwards]

Hi Chad,

Just to clear things up.

I just purchased esupport last week and support is a complete disgrace! Typical slowness and incompetence beyond belief. I was promised an impex importer for Cerberus 3.6 upon owned license purchase. They said it would take a few days. Its been 7 days since my purchase and 2 days since the last support response to the ticket regarding the importer.

Reviewing the situation, it appears as though our staff are pretty much on target, and are simply resolving a few glitches with the script.

You were told we could not do the script within 3 days; this was made clear. It was clearly stated it would take us a week (even though it usually takes us a couple) to write the script; for which you asked for clarification yourself. Work was started on the 7th December, after receiving your database schema.

I think Mahesh has done a good job to get to the stage he has before the week timeframe you were given.

I ask of your patience; it is a difficult task to write an import system, particular where the developer has many other customers and duties to attend to - and not just writing an Impex script.

Thanks,