In this case, "eventually" means 19 days later if you really want to be a smartass about it.

jccommerce

JohnFromKayako

A quick Followup:

I did some searching and ended up canceling my recurring billing with Worldpay myself after figuring out how to do that. Why you would make a customer search to find out how to cancel their billing arrangement is beyond me- that will accomplish nothing more than making your customers angry.

Kayako eventually replied and said they would refund my credit card for the last payment.

On 2/12/08 the refund was received from Kayako.

jccommerce

Imaginary Friend: keep your eyes peeled. Phone support is something we're investigating, and something we expect to implement.

Alright Still: I'm not even support staff. I'm a software engineer. ;)

Everyone: I want to be clear - the reason I found out about this blog post was because one of our higher staff put it in the developers' conference room, because it was important enough to us that even the staff who don't deal with customers had to see it. Customer relations are our bread and butter.

JohnFromKayako

alrightstill

Nemesis_Enforcer

Appreciate the follow-up, John. It'd be even nicer if the OP can let us know how things worked out on his end.

John, if your company takes customer service very, very seriously, they should really consider having a phone number. That way, frustrated customers wouldn't have to go to sites like the Consumerist when they suffer "minor" mistakes like being overcharged after repeatedly requesting cancellation. It's kinda hard to escalate through email.

Imaginary_Friend

Phantom_Photon

Kayako has a deep commitment to customer support and customer relations, and we're quite proud that with a userbase in the tens of thousands, that almost nobody had anything bad to say about us after a piece like this in a large magazine. Indeed, it looks like a few people even stepped forward to talk about their good experiences, something almost nobody ever does.

We believe the piece was removed because the second the problem was discovered, it was fixed in the appropriate fashion. We'd just like to remind customers of all companies that they'll get faster resolutions on the average if they at least try to let a company handle minor mistakes before trying the public route. Things happen; we're of course as unhappy about the situation as Chase is. However, it's fixed, it's added to the training manual, and we're undertaking new steps to ensure it never happens again.

We take customer service very, very seriously. We just need to know about a problem before we can fix it. :)

JohnFromKayako

basilberntsen

The OP was polite in his initial request for cancellation and then, justifiably annoyed when they tried to drag the process out; he was then charged AGAIN for service that he no longer wanted.

He does not owe the company any explanation for why he wants to cancel. Kayako was completely in the wrong on this one.

Imaginary_Friend

That70sHeidi

ludwigk

Please email me your complete license details at (raghav.arora@kayako.com) and I will cancel your license and will be more than glad to offer you the complete refund.

For any other questions or comments, please email me at the same address and I will be more than glad to assist you.

Regards,

Raghav Arora

RaghavArora

freshyill

also, how is billing done? perhaps it's possible that the account was cancelled, but that the billing amount charged to the OP's account was for service already rendered?

not trying to play the blame-game here, but there's not enough info to determine if these guys really f-ed up. if he only gave them a day to cancel his account, then it's understandable that they didn't get it processed in time.

mac-phisto

mikelotus

When a client of mine was a customer of theirs (different industries), they f***ed up and copied him on an email that was intended for someone else. He showed it to me, I forget the wording, but it was something to the effect "this big American company has deep pockets, they'll always renew once we get in there, just make the sale and then it'll be impossible for them to get rid of us."

Other than that, they're great.

Actually I'd love to hear who makes the new support suite (from the OP) at 1/4 the cost. Might be worth checking out.

BrianH

Simple "cancel my account on request" actions are a few slices this side of "best service" there LUDWIGK.

Freedomboy

Now, if this was a consulting company for "customer service best practices", or something like that, then this article might have some relevance.

ludwigk

mribiz

Buran

"Dear Valued Customer,

Your request for cancellation of your account has been denied. Have a great day!"

Imaginary_Friend

We purchased a license, which then failed to work. When we tried to resolve this, we got a run-around from an Indian help desk.

As far as I can tell their business model is that some people will accidentally mistake their product for a viable solution and send them $500, which is apparently a lot of money wherever they are.

They sure as hell aren't a software or a customer service company.

ihateauditions

RIP MRHANDS

LyriCali

Rando

Rando

I don't know, I think you would ask them why and if it was a problem ask if they tried to have it fixed. But yeah, they went far and beyond that here.

ConnertheCat

RIP MRHANDS

Clearly they have burned that bridge down and now have no chance of getting a customer back.

RIP MRHANDS