I am livid. I need a help desk set up for my business – I’ve used kayako with one of my clients. I didn’t like it then.

But it has all the features that I need, so I signed up for the trial version. It worked perfectly.

So, against my better judgment, I made the purchase. And the first day I had it, I ran into problems. Not just one problem, but two.

I submitted a ticket to their tech support and received a very apologetic reply – and they would certainly fix the bugs.

Well, they did something… and it sort of fixed one of the problems, but royally screwed up something else – to the point I couldn’t use the system.

So I emailed tech support again… they throught they had fixed it and they would look into it. So I waited.

And waited.

And waited…

And submitted another ticket that went completely ignored. And I submitted another.

Then I sent an email to their billing department, telling what had happened, that it had been two weeks and I wanted a refund and to cancel my account.

The billing department wanted to know the ticket numbers of the outstanding tickets – and they would respond.

I told them again the issues I was having and again requested a refund and cancellation.

Billing apologized for the delay and wanted to respond to the outstanding tickets, and would I please send them the ticket IDs.

Are we sounding like a broken record yet?

Same thing happened again. And today I received this response:

"Hi Peggy,

I sincerely apologize for the delays. Please let me know the Ticket ID that has not been answered and I will get your issue resolved as soon as possible.

Let me know if there is anything else.

Regards,
Ritika Arora"

Well Ritika, here’s the deal…

My issue is that I want to cancel my account and get a refund. This is the FOURTH time I’ve told them that.

I wonder how they’ll respond this time…