Complaint Review: Kayako - Aniki Exports - Shoor Varun

I don't know your situation but I've used this Company for a long time (5 years) and have nothing but praise for them. They have always been there when I needed them. Sales and support ,although sometimes slow, has always been responsive.

Al Johnson
Seattle, WA

I know this report is about as old as it can be but I know someone will stumble on to it and actually believe what this hot head has said.

I have been a customer of Kayako since October of 2003. Back then I believe Varaun was a one man operation and was producing the most promising web based support system anyone had seen.

I do also remember that License's were at one time handled manually by Varaun. When we purchased the software it took several days as well as a friendly reminder to get our License issued. This is now all automated.

I purchased version 2 of the product and had to almost 2 years for version 3 to come out.

During that time the Varaun was VERY busy working on a complete rewrite of the software. Their support was at times almost non-existant and I'm sure he was quicker to respond to potential customers because he was barely paying the bills while his new software was being written.

Toward the end of this time, Varaun, made a business plan for the expansion of his company. This was in direct response to the failings of his loan quest to program, sell and provide support. If you ask me he saw a lack of support and a need for support by his customers and he made an EXTENSIVE plan to resolve it the best way he knew how. These are definitely the merits of a good businessman.

He released SupportSuite Version 3 and immediately revamped his License terms and Software Assurance Policies to provide an inflow of cash. All current Customers paid a measly $50US to renew and continue their Software Assurance Contracts and many new customers came on board as Version 3 simply blew version 2 out of the water (as promising as it already was). This influx of cash helped Varaun hire fresh support staff and build a new office for Kayako as well as a U.S. office in Boise Idaho.

Now I am amazed at this company's skill and organization. They have multiple developers who follow a Project Manager's development roadmap. Releases on working code are made nightly for people who just can't wait for an official release. There is a full support staff and both the support and development staff are VERY active on their forums.

There was a time when patience was a virtue when dealing with Kayako, but they have never "stolen" anything from anyone that I know of. Their support currently is perfect. There are literally thousands of satisfied customers on their forums and hiding elsewhere in the world.

I continue to support them by renewing my software assurance contract with them every six months ($50US). This software is at the heart of support for our business and it works wonders and looks great.

It has paid for every penny we have sent to Kayako. It doesn't EVER pay to be completely hot headed about going a mere 24-hours without hearing about your license. I can't imagine that this guy ever posted ANYTHING on the forums and it sounds like he is someone I would find it hard to deal with as well. Plus if the bank notified me that he started demanding his money back within 24 hours and they gave it to him, I would be reluctant to give him ANYTHING or contact him in ANY way.

What more can I say other than Kayako is the greatest.

Your first post I can understand, you were angry, now after your reply to mine, shows everyone here you have a keyboard and an internet connection - and not much more than that

Thats all

I read your response and it's very well put together. There are too many others out there that know that this person is too slow, does not get back to you if you demand that he contact you, it only causes him to not respond because he does not like someone telling him what to do, typical of males from his country.

However, I did decided to use another alias and contact this person to purchase his product, he replied very fast and was kind, and sometimes he still contacts me to find out if I am still interested or he has updated his system. In the meantime, he never contacted me or responded during that same time, only to the potential new customer. So, go fluff your good news somewhere else, this guy is a rip-off and he sucks and he's an arrogant egotistical pig. There are many other products that are far superior and can run circles around this guy. His product does look very good, but he can not handle negative feedback or customers ordering him what to do which is common sense business.

My advice to EVERYONE...DO NOT BUY FROM THIS GUY!

My final note on Bank of Scotland, they actually sent me a handwritten letter and apologized for this incident and I got my money back. Now, that's service! All the way from the UK. Would this piece of technical babble do the same thing? No, he would not. What a crock of bull this guy is. AGAIN...DO NOT USE HIM!

P.S. Use the Bank of Scotland, they will take care of you.

No question about it bad support can be one of the MOST frustrating parts of dealing with people on the Internet.

So I agree to some extent of the above users complaint but I disagree with his anger and spite he seems to have.

I too have employed Kayako to use their software Support Suite We have it running on DropsshipSupport.com and I think it is the best Support and Live support system that I have seen anywhere.

I to had to scream bloody murder to get their attention that I am a paying customer and all I want is some support in a timely manner It has been slow coming but in the end I am VERY PLEASED

I have been speaking with Hirem, and he seems to be sincere and agrees that support has not been as good as it should, but they are trying, and I think that they are to.

As far as this Company being a Rip-Off or cheats, ABSOLUTLY NOT

They do not employ me, I am just a user who has been very peeved at them for not responding quickly enough, but overall, they are VERY GOOD at programming and I recommend them to all, but you will have to be patient

IMO