Problem With Your Sales

[SnakeDiver]

Hello,

Okay, so this is the situation. Recently I purchased a service with a reseller of yours who also provides within the price of this service an eSupport license. I already had an eSupport License, but I'm paying for it in this other service so I decide to switch.

On May 21 I get charged for the old license (which expires on the 29th). I contact your support on May 23 and ask for a refund. I'm told no, and that the reason I provided for refund was not a valid reason.

The reason I provided for refund was that I'm still using eSupport, I wasn't aware that I would be charged so soon, and that my domain is being licensed twice.

The billing agent told me that if I had a problem with the answer to contact her manager. She provided me an email address (raghav.arora@kayako.com).

So I contact the manager that night on May 23 and ask for a refund. It's now May 28 (29th in some parts of the world), and I have yet to receive a response. This is very frustrating, and its making me what to cancel any and all services with / relating to Kayako.

I love eSupport and I'd prefer to keep using Kayako's product. Its just the support I keep having problem after problem with the support department (and now billing).

Any help, or suggestions on who I should contact for my refund? My credit card company is soon-to-be-next on the list. Thanks for the help.

Regards,

[supportskins]

I suggest you create a ticket with Sales and ask them to get it looked into by Raghav. I am sure you will get a reply then.

[Jamie Edwards]

Hi SnakeDiver,

I will contact Raghav and discuss with him what the situation is. To confirm; you had a eSupport monthly leased license active, and you were automatically billed for it but no longer have a use for it, and you did not request cancellation of the license before this time?

[Jamie Edwards]

Hi SnakeDiver,

Your e-mail landed in Raghav's junk e-mail folder. He will be replying to you shortly.

With regard to your specific issue; as a goodwill gesture, we will issue the refund on the basis that you have no use for two licenses. However, in future please familiarise yourself with the billing agreement (Company Agreements), and ensure to cancel any licenses before the automatic renewal date.

Apologies for the delay

[SnakeDiver]

Jamie,

Thanks for the help in getting this resolved.

I was planning to cancel the license before the billing renewed, but it caught me off guard when it went it happened (thought I had a few days before it would take place).

Anyways, thanks again for the assistance!

Regards,
Brian