Well I thought I should report that after 3 password changes (why? tell me and we'll both know...seems everytime Alan told me what our new password was it wasn't working cos it had been changed again), I finally was able to get the data I needed.

We still have days with incomplete data.....

not good.

:steemed:

what an absolute joke of a company. Dravyk, you totally hit in on the head. Why would anyone want to use a company who don't answer emails, & need to come to a message board thread to address their customers?

after the pretend attempts to fix the problems that have been brought to the board, once again emails are going UNANSWERED AND IGNORED!!!

6 months ago i figured i'd give these guys a chance and try them out on some of our sites, especially because they became sponsors of this board and seemed to give a fuck about their customers.

6 months later and I guess only sending 20 sales a day through the account doesn't buy me customer support! I'm disgusted by the number of times i've had to send 3 or 4 emails to get 1 response to 1 of the questions in 1 of the emails.

The last email response I got cracks me up, and was the final straw in a long list of issues ... I asked a question in an email, support rep ignored the question in the email but responded with 'let me know if you need anything else'. er ... i do ... like i said in the email!

and no, i have not received a response to my response 6 full days later.

I'm seriously wondering if its a real person on the other end & not one of those birds like homer simpson had when he got obese!!

epoch, how do I go about getting these sites approved?

answer: N

errrrr........... that wasn't a yes or no question

answer: Y

:headwall:

I know everyone has a long list of reasons why they don't use ibill, and they have been hanging on by the skin of their teeth for a couple of years now, but ibill SHITS on epoch, for service, conversions, reporting, you name it! I wish I had never switched. Epoch offers NOTHING that ibill doesn't except less rumours of falling over.

If anyone is looking for processing, DO NOT USE EPOCH. They are NOT interested in your business, unless of course you are silvercash or you have your lips permanently attached to rand or clay's ass!!!

:grrr:

I hate to say it but I'm about as fed up as CJ is.
Passwords not working, can't get into our program setup and affilaite area, still waiting for another password on that - we've been told that the problems are because our account was added when they were switching over so we got stuck somewhere in the middle.
It takes multiple people and multiple emails to solve one problem (like what is my password), god knows how many days to get a response, and asking direct questions when I phrase it like "is it this or this?" gets me a yes or no response... not "this" and not "that".

Example...
Q: "Is the sky red or blue?"
A: "Yes. Let me know if you need any more help."

It's been over a month and we STILL haven't been able to set anything up whatsoever. Nothing.

I'm extremely unsatisfied at this point, especially after the reputation that made us choose Epoch in the first place. They're certainly not living up to it.

I couldn't agree more.

10+ emails and still no action on a very simple issue.

It's looking like Jettis, CCBill and Ibill are the 3 left standing at this point. Epoch isn't even in the equation.

If you have an email request which has gone unanswered please phone support or your account rep. We receive an enormous amount of spam and some of your emails may be getting filtered.

Celebrity sites will not be setup - VISA will not register these sites any longer.

If you have a reporting issue please email reports@paycom.net

Carrie call Langston in support

Clay
EPOCH

CJ, we have never had problems getting emails answered with Epoch. I only do 20 sales on a GOOD day. Also, the wires have arrived on time for last 2 years.

Update on my situation - one phone call with Langston today and I ended up with everything I needed. Passwords, URLs, everything. He ended up having to send me two emails because the information I had gotten so far was so incomplete, but now I've got it and we can start setting things up.

WOOOHOOO!!!!!!!!! THANK YOU LANGSTON!!!!!!!!

emails are getting filtered due to spam?!?!?
what a joke of an excuse. My support rep DID respond to my email, just not with any answers, so that excuse is crap right off the bat.

the sites I have been trying to get approval for are not celebrity sites, they are online magazines with celebrities in them, licensed, provided by the photographer. visa does NOT have a problem with these type of sites so stop bullshitting me, they have a problem with the type of celebrity sites you have processed for in the past, hence why they won't process them 'any longer'.

first of all my support rep set them up without question, then rand jumped in and said no, then i showed him the sites and he was going to talk to compliance about them because they are NOT what you are assuming. Your answer is the first thing I have heard back after the last time i brought this up on the board. Why did you put me through 2 weeks of being ignored if you were not going to bother having your lawyers *look* at the sites in the first place? And why did I have to bring this to the board to get your answer?

Epoch wouldn't keep many customers (apart from Brad Shaw) if it wasn't for the industry's desperation in the last 6 months to work with any processor who will have them. Now that there are a lot of better alternatives cropping up, i'd say DAYS ARE NUMBERED!

You did me a favor in a way, because I was forced to seek an alternative which is a lot better in the long run. But some simple customer service and courtesy would have gone a long way to prevent me bringing the issues to the board.

Looking at the rest of this thread, i'm obviously not the only one.

OH MY GOD!! I just spoke to someone at Epoch who is on the ball!!!! (every company should have a good damage control person!!)

Thank you Jeff ;-)

Maybe .... just maybe ... I will find something positive to say soon :okthumb:

Jettis had a support lag but picked up pace. They didn't change or enhance their interface, that could be better but all in all it's been pretty damn good. Then again I've got own merchant accounts and gateways are easy to change over. Rebills are always another story.

I just get nervous when support starts to become flakey, and emails take a while to get answered. It's the first thing that started happening before the demise of WSB, Probilling, Globill etc etc.

CJ -- I dug up our emails about this subject.

This is what I told you on the 16th of January. (I am not putting your correspondence on the board)

1st email:

Thanks for the email. -- What site were you wanting those billing models for? I know you are trying to get (your website) set up, but we can not process for that site. Let me know if I've got the wrong (website).
--Rand

2nd email:

CJ,

I will submit your (email) for response from our legal and risk management department. If we are unable to process for these sites, it would be due to Visa regulations. Of course, we want to process for as many compliant sites as possible.

--Rand


--- I understand your willingness to adjust your sites but the fact of the matter is that this is out of our hands. Visa will not allow any 3rd party transaction companies to process for any new celebrity sites. That is not an Epoch policy, it is a Visa policy. We, I , worked with you to accommodate your billing models but when I found out what you wanted to bill for I told you that we could not do so. We have an entire portfolio to consider after all. If you've found a IPSP that was willing to take your new sites, Visa will be looking at that. Heads up.

If indeed you did not get a timely reply from our legal department, I apologize. That shouldn't happen. It's unfortunate that we could not accommodate your request, but right or wrong that's just the way it is.

Every account is important. I don't care if you only have 20 sales a day. I've seen programs like that take off over time. Good luck to you.



== To all ==

For the record these are the email addresses to use when making requests to Epoch:

Tech Support: support@epochsystems.com
Compliance: compliance@@epochsystems.com
Sales: sales@epochsystems.com
Legal: legal@epochsystems.com
Reports: reports@paycom.net
Accounting: accounting@epochsystems.com

Always include your Master Code when making a request and use the email address we have on file for your account.

Response time varies by department but should not exceed 2 business days for any department. Tech support response time is generally less than one hour (24/7/365). Feel free to CC me if you ever need to make a 2nd request or need further clarification on anything. Rand@epochsystems.com.



Last edited by rand at Feb 4 2004, 10:45 AM

Rand, like i've said repeatedly ... the correspondence never went any further than these 2 emails. that's the problem.

if you guys spent as much time on support & following up with clients as on damage control posts there probably wouldnt be this thread.