Stay Away from Authorize.Net if you want to run e-commerce
fred...@my-deja.com
Customer support does NOT exist. We have been with them for over a
year, and would love to switch services to almost anyone who cared
enough to support their customers.
For over a year we have had time outs happen 5-25 times a day. You
leave a phone message and nothing happens. Leave an email, and after 3-
4 days someone might answer. It's a chance that the response pertains
to your problem. We were told that our time out problem was in "some
router" between Provo and the east coast that was timing out. That was
it!
We then started pelting administration, vendors, and anyone we could
find. finally, an authorize.net manager called.... He was more
concerned that we had told his bosses that there were problems, rather
than helping us solve this problem. His response was to tell us that
they were growing so fast that they were hiring students from nearby
universities to help them. He figured he was making us feel good by
telling us that there were thousands of other customers also having
problems (they had just come off of a denial of service attack, and
then a power outage without UPS support!). Boy, that sure made me feel
good.
On a daily basis, we have an average of 20% of orders that time out
with authorize.net and that requires us to manually do these EVERY DAY!
Yesterday (Friday, Sep 18), we noticed that NO orders were going
through. Our tech support tried the phone with, of course, no response.
Over a half-dozen email messages were sent, with, of course, no
response.
Read what my tech sent me today:
"I have been up off and on all night with this problem trying to figure
out what they did and I finally got a handle on it. Simply put WE ARE
SCREWED. They had started working on a 3.0 version of the system that
the site says is still in beta. We are currently using the 2.5
version. Friday about 3:30PM they switched the 2.5 version to 3.0
beta. Of course as with all betas what doc there is remains incomplete
and the information that we need to change our code is not on the
site. The best I can tell is that the method we are currently are
using will no longer work under the new version. If I read this right
(what little there is to read) we need to write a script for posting
back to our site and submit it to them to be installed, but of course
there is no information on what is required for the script."
Our account is through Card Service International who told us they
would have a competing system ready to go last December, 98 and that's
not running.
Cyber* was an alternative until they told us we must process all orders
through their site and would never see the billing information. They
then sell that, plus product info, plus demographic info the moment the
sale is completed. Wouldn't your customers love that!
There IS a good company called PPI on the west coast. They DO provide
great customer service, and we were with them for a time, but their
merchant bank in the Redlands is something else to work with as they
are absolutely scared to death of Internet e-commerce. Things may have
changed, and we will check back with PPI.
Anything would be better than Authorize.Net !
Sent via Deja.com http://www.deja.com/
Share what you know. Learn what you don't.
lorraine
http://www.homebusinessecommerce.com/merchantaccounts/virtual.html
It doesn't have all the "go-between" stuff so there's less chance of
problems between point A and point B. Yes, this is my site and I sell
these merchant accounts.
In article <7s0726$335$1...@nnrp1.deja.com>,
--
Kanary's Web
http://www.homebusinessecommerce.com
http://www.kanarysweb.com
in...@kanarysweb.com
katho...@my-deja.com
> Customer support does NOT exist.
That seems to be the case. We are going through
the same upgrade with ECX and have lost who knows
how many sales. I have called, emailed, and
called again, but nobody is around to answer.
I should have learned my lesson from dealing with
them on another site. There were many problems
with double charges and then double credits even
though nobody was double clicking, reloading, or
anything. A company as large as this should have
something in place.
What the hell were they thinking? Didn't they
test the new system before putting it online?
Please email me directly if you know of any
solutions. I can't even log on their virtual
terminal this morning and do things manually.
dave @