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Chris Mallick · 11-03-2005, 07:22 AM

Hi everyone, sorry it took so long for me to get back to you. As Shaliza said, I am in Europe on business, so my days end much earlier than normal.

I have read every post on this thread carefully. I am not going to answer each question specifically, not because I can?t but because I think a general explanation and reply answers everything asked. If there are specific questions you need answered, related to your account, please email me at [email protected] I will answer your questions there, related to specific problems that you have experienced, or suggestions for improvements. I love the power of the GFY Board and the posts that give us all better knowledge; however most issues related to ePassporte are private and specific to your account.

Now, for an answer to, ?WTF is happening?? The short answer is we are in a transition from one physical facility to two. We have moved equipment, people, processes and responsibilities over the past several weeks. The past three or four weeks have been the most active. These moves have been largely seamless, although there have been some instances of system outages, downtime and simply dropping the ball on calls and support issues. Moreover, we are experiencing growth, every day, which also presents challenges to any operation.

The transition of people will be 90% complete by this time next week, the machines are relocated, except for a few, new offices are opening in a few weeks and new staff is being trained and hired to help our Team be more efficient, responsive and available for your (or other cardholder?s) enquiries.

In short, we are almost there in terms of the transition and you should see marked improvement in the next few weeks. Until then, we would really appreciate your patience, understanding and support.

It is important to say, again, that we handle thousands of cardholder enquiries daily. The Customer Service Team as well as the Tech, Risk, Accounting and Marketing Teams, who work daily to make ePassporte a better company and product, are all proud of our operations. When something goes wrong or someone is unhappy, that message tends to receive a great deal more attention than those posts where people are complimenting our efforts and operations.

We have hundreds of thousands of accountholders, the vast majority of whom are happy with our product and services. We are striving for 100% satisfaction, although that is a tough, if not impossible goal. Regardless of the degree of difficulty, we will try, every day, to make our products and services better, more reliable and more relevant in your businesses and lives.

ePassporte is approaching 3 years of operation since our launch at InterNext in January 2003. We launched this product and service after a year and a half of development and testing. We have, since our inception, been dedicated to the Adult Industry. We have sponsored and attended virtually every one of our Industry?s events, contributed to our efforts as a business community and participated in furthering our mutual goals of longevity and success. Unlike other products, ePassporte has remained true to this Industry. We will continue this dedication to this marketplace to which we owe such a debt of gratitude.

So if we have problems, and we do and we will, please remember that they are issues that we too want to avoid and correct, as soon as possible. We try to be responsive, clear and on purpose every day in dealing with the myriad of issues that arise. Sometimes we fail, although it is not because we did not try. That sort of reason (or excuse) is not one that some people will accept, however it is the reality of the world we live and work in that sometimes, things go wrong.

Again, if you have a specific incident, concern or question, with account details and specific information, I will answer those questions by email, not on the board.

I am always available to talk to anyone about any of these issues or future features, betterment of our products and services. I will be attending the Webmaster Access West show in a couple of weeks in LA. Look me up, let?s talk, face-to-face and allow me the opportunity to make right anything you feel has caused you any problems.

I hope this explains our situation and our plans and our dedication to this Industry. For those of you that posted supportive messages in this and other thread, thank you. Hopefully we will achieve our goal of 100% satisfaction sooner rather than later.

Thanks.

C

11-03-2005, 07:22 AM
Chris Mallick Confirmed User Join Date: Jan 2002 Location: Marina del Rey, CA, USA Posts: 679	Hi everyone, sorry it took so long for me to get back to you. As Shaliza said, I am in Europe on business, so my days end much earlier than normal. I have read every post on this thread carefully. I am not going to answer each question specifically, not because I can?t but because I think a general explanation and reply answers everything asked. If there are specific questions you need answered, related to your account, please email me at [email protected] I will answer your questions there, related to specific problems that you have experienced, or suggestions for improvements. I love the power of the GFY Board and the posts that give us all better knowledge; however most issues related to ePassporte are private and specific to your account. Now, for an answer to, ?WTF is happening?? The short answer is we are in a transition from one physical facility to two. We have moved equipment, people, processes and responsibilities over the past several weeks. The past three or four weeks have been the most active. These moves have been largely seamless, although there have been some instances of system outages, downtime and simply dropping the ball on calls and support issues. Moreover, we are experiencing growth, every day, which also presents challenges to any operation. The transition of people will be 90% complete by this time next week, the machines are relocated, except for a few, new offices are opening in a few weeks and new staff is being trained and hired to help our Team be more efficient, responsive and available for your (or other cardholder?s) enquiries. In short, we are almost there in terms of the transition and you should see marked improvement in the next few weeks. Until then, we would really appreciate your patience, understanding and support. It is important to say, again, that we handle thousands of cardholder enquiries daily. The Customer Service Team as well as the Tech, Risk, Accounting and Marketing Teams, who work daily to make ePassporte a better company and product, are all proud of our operations. When something goes wrong or someone is unhappy, that message tends to receive a great deal more attention than those posts where people are complimenting our efforts and operations. We have hundreds of thousands of accountholders, the vast majority of whom are happy with our product and services. We are striving for 100% satisfaction, although that is a tough, if not impossible goal. Regardless of the degree of difficulty, we will try, every day, to make our products and services better, more reliable and more relevant in your businesses and lives. ePassporte is approaching 3 years of operation since our launch at InterNext in January 2003. We launched this product and service after a year and a half of development and testing. We have, since our inception, been dedicated to the Adult Industry. We have sponsored and attended virtually every one of our Industry?s events, contributed to our efforts as a business community and participated in furthering our mutual goals of longevity and success. Unlike other products, ePassporte has remained true to this Industry. We will continue this dedication to this marketplace to which we owe such a debt of gratitude. So if we have problems, and we do and we will, please remember that they are issues that we too want to avoid and correct, as soon as possible. We try to be responsive, clear and on purpose every day in dealing with the myriad of issues that arise. Sometimes we fail, although it is not because we did not try. That sort of reason (or excuse) is not one that some people will accept, however it is the reality of the world we live and work in that sometimes, things go wrong. Again, if you have a specific incident, concern or question, with account details and specific information, I will answer those questions by email, not on the board. I am always available to talk to anyone about any of these issues or future features, betterment of our products and services. I will be attending the Webmaster Access West show in a couple of weeks in LA. Look me up, let?s talk, face-to-face and allow me the opportunity to make right anything you feel has caused you any problems. I hope this explains our situation and our plans and our dedication to this Industry. For those of you that posted supportive messages in this and other thread, thank you. Hopefully we will achieve our goal of 100% satisfaction sooner rather than later. Thanks. C __________________ Chris Mallick [email protected]