KayakoReviews of kayako.com

While Kayako Classic's technical obsolescence is widely known, a far more insidious problem lurks beneath the surface: its truly abysmal billing practices, especially concerning former customers. Our experience with Kayako Classic's billing department has been a nightmare. Despite clear and documented cancellation of our service, we were repeatedly subjected to erroneous invoices for months, and in some cases, even years following termination. What's worse is the company's apparent willingness to escalate these phantom debts to collection agencies without proper due diligence or responsive communication.

Kayako is supported by Trilogy, CopperTree, DNN Software, ESW Capital, IngiteTech - and they're all trying to squeeze the most out of their dated email-based product. My company didn't cancel our subscription 60 days in advance and now have to pay for an entire year for a product we don't use. I can't get anyone to respond to my emails, their phone numbers don't work, and their bot routes me to an email loop. Garbage.

We were contacted numerous times after we terminated our service, even after we requested our contact details to be removed from Kayko and not to be contacted again. We were then called and told our subscription was ending soon (we had already ended it) and we should do something about it. We were then emailed a quote for a new license that we were requested to sign. Terrible practices, this feels like an attempt to scam people out of their money.

Been trying to get a demo of Kayako for week, got dumped with some appalling sales person called Gabriella Yahaya. She totally ignored emails clearly stating that we were not an agency and just wanted a demo then made us join a call where she was unable to give a demo and - because she hadn’t read our emails - still thought we were an agency!! When I complained she accused me of having ‘attitude’. Still no demo. Totally awful.

Our company has been using Kayako since 2013 when we purchased the original downloadable version. We paid support fees that increased year on year until 2017 when we wanted to change the domain name associated with our support portal. At this point we were told that we would have to change to a yearly licence but not to worry because it wouldn’t cost any more than our current support fees. This of course was not true and the price continued to climb in leaps and bounds. This year, ten days before renewal, we were told that we could no longer have our five user licence. We would have to pay for a minimum of 10 licences and that the renewal cost had increased to $3700, roughly quadrupling the cost. We replied saying that this was a very large amount to pay in one hit and could we pay monthly. We were then immediately sent an invoice for three years at a price of $36,000. No, that is not a misprint, it really was thirty six thousand dollars for five users for three years. Of course we have two choices - lose our support portal while we change to a new supplier or pay the ransom. This is not SAAS we originally purchased the software outright and we run it on our own servers. We have not had and do not want any firmware upgrades. We support the code ourselves. In the last 12 months we have contacted Kayako support on only one occasion which was when Kayako failed to supply our new licence on time resulting in our support portal being down. On previous occasions when we had contacted Kayako support we were met with total indifference. Kayako makes great play of how cost effective their product is but their latest pricing to us works out at $200 per month per agent for what is a very basic system that we host and maintain ourselves. For most companies the support portal is the face of the company and you need to be confident that your supplier is going to be cost effective, fair, and responsive to your needs. Kayako has been none of these. As a result of our experience I can not in all conscience recommend that anyone should purchase the product.

Over a 2 months without a single response from Kayako, this is not only negligeble, it simply unacceptable to have a response time so low without a single warning about it, or anything else given. This customer support was useless even before a response, though I will probably never get one?

We purchased Kayako Classic, and they are now forcing us to move to one of their subscription packages. Their new software is useless and is not worth a cent. Full of bugs. For some years now, they did not care for their commitment to Kayako Classic customers who paid a lot of money to purchase a perpetual license. Kayako is not a company to rely on at all, and they are not ethic.

I guess Kayako explains it all. (The Grudge)