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Originally Posted by Rand
SmokeyTheBear,
A couple of things I will say about that.
First, ePassporte support isn't perfect and I'm sure there are areas that need to be improved. However, the majority of calls are either an issue of account holders who don't understand the product, or, have used it in such a way that their account was flagged (placed in Funds Protection Mode) until the account holder contacts ePassporte and verifies their identity.
Second, ePassporte is a Visa. But it's also a pre-paid product. Relatively new. Launched in a high-risk space. Is a cash-based (not credit based) product. Is charting new territory and thus developing and tweaking its risk parameters. Works on the global Visa network and it is not a single entity where a support person can just push a button and fix a problem.
I believe ePassporte is doing its best to accommodate webmasters in the adult space. Some things take more time than we would like, but there isn't much that can be done about that if the solution relies on back end processes.
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LOL ok mr long answers
Im not bashing epassporte , i'm just giving the guy my opinion.
Is epassporte a great service ? YUP, infact its fantastic.
but he asked about support.
I dont have stats on what percentage of people call up for what reason , but i dont buy your excuse that most of the users simply "don't understand the product"
If they dont understand the product why not explain it on the same page where you put your phone number that they call you from ?
As far as the second part, yes i know epassporte is a visa system, thats why im so suprised that things that take 5 minutes to fix with my regular visa, takes days to fix with epassporte.
I think the mere fact that theres alot of webmasters saying your support sucks, should say something to you.
However the customer support works , it isnt working if your customers arent happy is it ? and its fairly clear people arent happy.
Also make sure your employees are giving correct answers !! I was told that my hardcard would renew automatically even thought theres an expiry date right on the card.. I still have yet to get a clear answer on this ..
When do you send out new hardcards ?
Lets take an example if you could..
If i live in england and my epassporte HARD card is set to expire on MARCH 1 2005 , when should i expect to recieve my new HARDCARD , and what date will you bill me for my HARDCARD
btw have you noticed another processor recently using your logo's and wording in another product - namely "visa electron" ?