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Originally Posted by Rand
Fatt Daddy (and everyone else)
Your ePassporte account renewal is annual from the anniversary date of opening the account. Not monthly. There are NO monthly fees. You pay your renewal once a year and this is not done in one big batch.
I sincerely want to know the date and time that you made this call to ePassporte. I want to pull the phone records and hear this conversation because I simply can't believe what I'm reading. If your commments are factual, then I want to know who at ePassporte needs a good talking to. If you have any documentation such as email correspondence on this matter (or the ticket number) please forward it to me.
If this shiznit is acutally true then I'm personally going to see that this is resolved.
Feel free to contact me directly on this or any other "I can't beleive what I'm hearing" matter by writing to [email protected]. Include your ePassporte username and put "ePassporte / GFY" in the subject line.
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Rand, ePassporte works great for me and we are implementing it as another payment method on IwantU soon enough....
However with that said, I have only experienced TERRIBLE service and answers from your support team.
First, writing to them by email it has always taken upwards of three days to get a response. That is bad enough, but then the reply I do get is some copy-pasted generic answer.
Then, I called in and the first guy I spoke with was excellent, he understood my problem and opened a ticket for me and gave me the number.
Many days later, I called again because no response was received for my ticket. I checked my reg email and my epassporte one. The guy I then spoke with simply told me: 'we closed your ticket and didnt reply because we already sent you an email about your question'. I told him it was AFTER reading that email which was an unsatisfactory reply, that I called in and got the ticket opened. Had my ticket number and everything. He proceeded to only repeat himself over and over again, and when I asked to speak to someone else or a supervisor, he denied my request and said no I couldn't.
Many other people at our company have had terrible support (again, ESPECIALLY by email), on a variety of issues from never receiving cards to really off exchange rates.
I think you guys should look into your support team, especially if it's outsourced, because you have major issues there. That seems to be the major complaint everyone else on here I see complaining is mentioning as well.
It's not fees, technical difficulties or anything else. It's the support (or basic lack of it).
If you want any of the proof about my above situation, such as account and ticket number, I'll be happy to send you it.