Epoch's new reporting system is incomplete - Page 2

Dianna Vesta · 02-03-2004

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.

Sausage · 02-03-2004

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.

rand · 02-04-2004

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

cj · 02-04-2004

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.

02-03-2004	#51
Dianna Vesta Members Join Date: Oct 2002 Location: South Florida Posts: 2,087	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. __________________ Live radio and audio downloads have a definite place in marketing and promoting products. Not only will it capture new customers but it is an excellent way to promote new products to existing customers continuing to build good customer relationships. Click here for more info

02-04-2004	#53
rand Members Join Date: Nov 2002 Location: Marina del Rey Posts: 91	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 Epoch Paycom Paycom EU

02-03-2004	#52
Sausage Members Join Date: Dec 2002 Posts: 76	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.

02-04-2004	#54
cj Members Want to see your own Advertising Here! Join Date: Oct 2002 Location: Down Under Posts: 5,202	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.