Who is Kana?

I wasn’t planning on starting the new year with a complaint, but allow me to vent about Yahoo’s horrible customer support. I’ve been using Yahoo Music to load songs onto my iriver MP3 player. Until it stopped working last week. I followed all the instructions about re-acquiring DRM licenses and resetting various things. Nothing worked (though I ended up cursing once again the idiocy of copy-protection that punishes paying customers with this kind of nonsense – it’s enough to make me want to pirate music). Finally, I decided to contact tech support. They make you fill out a long form listing all the details of what went wrong. At the end I hit send and got an error message telling me to enable ActiveX. Since I’m using Firefox, this makes no sense. So I switched over to IE, reluctantly installed their Active X control, filled out the form again, hit send and the ActiveX thingy started scanning my computer – I assume to gather information to send back to their support (an explanation would have been nice). Then after a while it stopped and told me it failed to gather all the required info. So now what! Am I supposed to contact support for the broken support form? Apparently this hideous piece of support software is made by a company called Kana. What a mess. As a former Yahoo employee this kind of stuff makes me cringe.

Published by

Toni Schneider

Partner at True Ventures. Team lead at Automattic. Advisor at Atipica, Bandcamp, Handshake, Hatch Baby, Madefire, Renovo Motors, and Tend.ai.

4 thoughts on “Who is Kana?”

  1. To add insult to injury, Yahoo makes my day even worse: While re-booting my PC various times trying to get the Music thing to work, Yahoo Messenger took the opportunity to "auto-update" itself. While doing that, it added the Yahoo toolbar to both IE and Firefox – WITHOUT asking persmission. What a bummer.

  2. Kana seems to offer a nice service 🙂

    I think Yahoo have to reconsider their customers rather than to consider that they are acquired definitively

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