EpassPorte Incompetence

[Lisa]

Well, the situation has resolved itself, because my new card arrived today, 9 days after the original expired.

I emailed Shaliza yesterday, she responded that she would look into it later, as it was 4am (and fair enough too).

However some 30 odd hours later, I haven't heard from her. I mailed her a few hours ago to let her know the new card was here.

So, while the situation is resolved, and the response from the 'webside' of EPP has been good, the twin issues of a: replacement cards being mailed out on the day existing cards expire and b: customer support reps being unaware of, and unable to, extend the expiration of existing cards, still need to be addressed on an administrative level, by someone with the power to effect changes.

[shaliza777]

Hello

Here is the update on how the card renewals work.

Cards expire on the last day of the month. Meaning, if your expiry date is October 2005, the card will expire on October 31st, 2005.

We will check your account two weeks before the month your card expires. If the funds are available, we will renew the card and deduct the renewal fee. At this time, when we issue a new card, the system might deactivate the pin on your expiring card. If you log in to your account and click on account and modify pin, you can re-enter in your pin number and the card should work again until the end of the month. This is a glitch with our processor and we are working to correct this problem.

The renewal card should arrive within 2 weeks which gives you another two weeks to use the card that is expiring.

I hope this makes sense and I apologize for not getting back to you sooner.

Thanks
Shaliza

[Dravyk]

Originally Posted by shaliza777

The renewal card should arrive within 2 weeks which gives you another two weeks to use the card that is expiring.

Hello, Lisa lives in Australia. Two weeks? It took 10 days for the card to get to her ... nine days AFTER expiration.

You're an alleged "international" company. How does a) two weeks mean anything if it takes that long to get there??? b) how does that give someone two weeks more to use the card? c) it got their nine days AFTER expiration ... again how do you get plus-2 weeks from minus-9 days?

What you say, does not in any ways at all answer the facts in the thread you just posted in. Is it too much to ask for a non-canned answer that actually addresses what was said in here? I don't think so.

PS -- What's with the snail-like five days plus response time?