what is wrong wit epoch's tech support?

[jeffkd]

I thought Epoch's tech support was supposed to be good. That's one of the reasons I recently signed up with them. But I am pretty disappointed this week.

2 current issues:

1) I have called their tech support 3 times so far today (Saturday). Nobody answers, though they claim to have 24-hour support. A voicemail comes on: "Sorry you've missed Langston..." I've left 3 messages, but nobody has returned my call.

I guess I need to leave a 4th message now? Who has time to wait like this? Am I out of luck until Monday?

2) I set up an Epoch affiliate signup page, but when one goes to the page (hosted by Epoch), a password prompt pops up! Obviously, potential affiliates coming to that (public) page for the first time, in order to sign up, should not be asked for a password. I have tried to get this fixed for 5 days. Every day I am told (by my sales rep and tech support people) that (1) it will be fixed by "tomorrow," and (2) someone will call me about the issue. Neither has happened.

Supposedly, there is only one programmer in the entire company, Manesh (spelling?), who can fix this simple problem (of a password-protected file being inappropriately called by the web page). I was promised that he and my sales rep would call me at 10 AM yesterday. Nobody called me.

Is any other webmaster experiencing these kinds of problems?

Does 24-hour tech support mean per day, or per week?

[natkejs]

We've experienced lots of problems with iBill but not Epoch so far.

One of us ended up going down to their office and stayed until the problem was solved.

They have so many clients ya gotta yell like hell to get their attention.

[p00p]

Carnivore - Jack Daniels and Pizza

[jeffkd]

Originally posted by natkejs
We've experienced lots of problems with iBill but not Epoch so far.

One of us ended up going down to their office and stayed until the problem was solved.

They have so many clients ya gotta yell like hell to get their attention.

Thanks.

I am trying to yell like hell, but Epoch seems to be trying like hell to ingnore us today.


It seems like the affiliate signup page bug would be fixed immediately because no webmaster could ever use a page that is screwed up like that.

We may be told that other priorities of their tech support team were higher than responding to us (or even returning our calls placed throughout the day to their call center), but that's the same kind of treatment that prompted us to move gradually from iBill to Epoch. We still want to make Epoch our primary payment processor, but changing our affiliate program was a necessary first step. Now I wonder....

[DrewKole]

I have the same trouble with the signup page...

Its annoying as fuck

[natkejs]

Well this stuff is the backside of using the processors for your affiliate programs, we've finally got MPA2 installed and tested enough to launch it as our official affiliate program. So now we can just yell at our own unix guy and that works a lot better ;)

The only processor I never had problems with was GloBill actually.

I miss the old days when the companies e-mailed you now and then checking up on how things were going and if ya needed anything.

The AVS Adult Watch was really good at that like 5 years ago, doesn't happend much anymore tho.

Hope ya guys gets this problem solved tho, just keep calling them... who knows ya might get lucky ;)

[jeffkd]

Originally posted by DrewKole
I have the same trouble with the signup page...

Its annoying as fuck

you mean they never fixed it for you either? how long have you had to use that signup page in that condition?

(potential affiliates will definitely think epoch doesn't have its act together if we have to use such a goofball-erroring page.)

[p00p]

I am going to go grab another beer, after all it is Saturday night, and I will be right back to enjoy this thread.

[Zprogramz]

This is one of the reasons why we dumped Epoch, besides the 15% processing fees and the fact that the execs think their shit does not stink. We are very happy wth our processor now.

Z

[jeffkd]

Originally posted by Zprogramz
This is one of the reasons why we dumped Epoch, besides the 15% processing fees and the fact that the execs think their shit does not stink. We are very happy wth our processor now.

Z

who are you using now?

[jeffkd]

Originally posted by natkejs
Well this stuff is the backside of using the processors for your affiliate programs, we've finally got MPA2 installed and tested enough to launch it as our official affiliate program. So now we can just yell at our own unix guy and that works a lot better ;)

The only processor I never had problems with was GloBill actually.

I miss the old days when the companies e-mailed you now and then checking up on how things were going and if ya needed anything.

The AVS Adult Watch was really good at that like 5 years ago, doesn't happend much anymore tho.

Hope ya guys gets this problem solved tho, just keep calling them... who knows ya might get lucky ;)

so you really like the mpa2 system? doesn't it mean you have to pay affiliates directly (instead of having the processor pay them)?

[Zprogramz]

Originally posted by jeffkd


who are you using now?

Netbilling is our primary. They rule!

Z

[jeffkd]

Originally posted by Zprogramz


Netbilling is our primary. They rule!

Z

with netbilling, i am afraid that if i had a merchant account and did not scrub hard enough, my chargebacks might go up. if that happens, and mastercard or visa suspends you, doesn't that screw up your credit?

[BluMedia]

No complaints with Paycom they have very good webmaster support. We usually email them though at support @ paycom.

CCBill also has very good support.

Mark

[justsexxx]

Originally posted by jeffkd


so you really like the mpa2 system? doesn't it mean you have to pay affiliates directly (instead of having the processor pay them)?

I thought you have to send checks yourself....Not 100% sure tho

Andre

[SGS]

CCBill are the best.

[Kohun]

CCBill, ACpay and Jettis have good support and they pay on time and weekly. They are the best!

Mark

[Number1Thumb]

CCBill checks like clockwork every wednesday. Support is always there. Nuff said

[Chris Mallick]

Tech Support at Epoch is open 24x7.
Call 888-627-3888 ext 320
They are working on the problem. You will get a call back ASAP.
Sorry, they should have called you back, but they were workign on thst issue and others.
C

[stocktrader23]

Originally posted by jeffkd


with netbilling, i am afraid that if i had a merchant account and did not scrub hard enough, my chargebacks might go up. if that happens, and mastercard or visa suspends you, doesn't that screw up your credit?

Shit on your credit. It's the $25,000 a day fine that concerns me.

[jollyperv]

Originally posted by jeffkd


2) I set up an Epoch affiliate signup page, but when one goes to the page (hosted by Epoch), a password prompt pops up! Obviously, potential affiliates coming to that (public) page for the first time, in order to sign up, should not be asked for a password. I have tried to get this fixed for 5 days. Every day I am told (by my sales rep and tech support people) that (1) it will be fixed by "tomorrow," and (2) someone will call me about the issue. Neither has happened.

Is any other webmaster experiencing these kinds of problems?

We had the same problem, it has something to do with the join page being on a secure server...after it wasn't fixed for a few weeks, we just ripped the fields and hosted our own form...it's really easy to do, and it gets around the problem of the annoying popup window.

[garry]

Originally posted by jeffkd


so you really like the mpa2 system? doesn't it mean you have to pay affiliates directly (instead of having the processor pay them)?

Hi there

Well we can make it so that the webmaster get registered in each of the processors so that the processors will send out the checks like normal to them. But Im not sure that you really would want that. But yes we can do that of course.

How ever, we have made it as simple as possible so that paying your webmasters will not be that much of a pain. The MPA2 program automatically generate a payout report for you for each payout period you set in the program. The program automatically email you this report ready to be imported in QuickBooks. Now all you have to do is import this Quickbooks file, hitt print checks and off you go
But to make this even easier we have a very good relationship with another company that will actually do this for you. All you have to do is Email that quickbooks file and wire the total amount of money to this company, and they will print out the checks and send them out for you. They even print your company logo on the checks for you !! The charge is only $3 per check and that goes for international as well.

And I also know that some of our clients have made a deal where one of the processors do this for them too...

This will take you like 5 minutes to do each pay out period. And if you consider that you do get at least 20% more sales because of our cascading I think it should be wurth it for both you and your webmasters!

Please feel free to contact me if you have any other questions

[Cindyff]

This is why we love Epoch how many other CC processors have their CEO reply to your problems. Not one i bet.
At the weekends we have always found it best to contact the tech guys at Epoch via e-mail. In 10 months i have never waited more than a hour for a reply. I understand how annoying it is to have problems with interfaces or pages, shit we had our share with Ibill, but Epoch are head and shoulders above most other processors. Even CCBill who we just opened an account with took 10 hours to reply to the first e-mail we sent them and they have a good reputation here on GFY.

The one thing i found that Epoch do above all others is they care very much about their clients and their problems and in an emergency we can call Amparo 24/7 for help and she is there now thats excellent customer service

Cindy xx

[NETbilling]

Originally posted by Zprogramz


Netbilling is our primary. They rule!

Since our name was mentioned:

Jeffkd,

It is no different from having a 3rd party processor scrub for you. We provide the same tools but give you access to control them (if you want to).

-------------

Stocktrader,

We have had 2 merchants in our 5 years of business get fined and they were not doing business as they should. Again, with the new rules that came in November regarding IPSPs, it does not matter whether you have your own merchant account or ise a 3rd party processor (IPSP). If your chargeback ratios go above an acceptable level, the Visa/Mastercard or your bank may fine merchant or processor. There is no more "hiding" under the blanket account of your 3rd party processor. May fines have been passed on to Epoch and Ibill merchants for fines levied against them.

---------------

Cindyff,

You are incorrect about CEO replies. I am on this board just as much as Chris, am I not? I know that Ron from CCbill frequents this board often as well but has his staff do a good job of coverage. :-)

Have a great Sunday everyone!

Mitch

[Sputter]

Netbilling is our primary too.

Highly recommended!!!



Sputter

[drops]

Epoch support is the best.

Never an issue, period..

[TheDoc]

support /@/ epochsystems . com

They always respond to me quickly, e-mail is faster for them anyway.

[makinbank]

Epoch's support is the best I've seen, maybe its the fact that you bug them SO much that they are taking longer. But in my 7 months processing with them, never had 1 problem with support.

[jeffkd]

Originally posted by makinbank
Epoch's support is the best I've seen, maybe its the fact that you bug them SO much that they are taking longer. But in my 7 months processing with them, never had 1 problem with support.

We never bug them. Fact is, Epoch's tech support was AWOL on Saturday, and that's not our fault.

To Epoch's credit, they finally called me back on Sunday and fixed the issue. (But not before we had to do a lot of explaining to many affiliates.)

I still feel if a sales rep or tech person gives his word to call you about an issue by a certain time, he should do it. There are plenty of processors out there who don't keep their word. Like WSB.

[jeffkd]

Originally posted by Cindyff


The one thing i found that Epoch do above all others is they care very much about their clients and their problems and in an emergency we can call Amparo 24/7 for help and she is there now thats excellent customer service

Cindy xx

That's great for you.

We, on the other hand, were never given our salesperson's (Anthony W.'s) cell number. So we can only talk to him Monday-Friday. So if we have a technical problem on the weekend, and Epoch tech support is not answering the phones and not calling back (as was the case yesterday), I guess we're out of luck? That sucks.

[jeffkd]

Originally posted by jollyperv


We had the same problem, it has something to do with the join page being on a secure server...after it wasn't fixed for a few weeks, we just ripped the fields and hosted our own form...it's really easy to do, and it gets around the problem of the annoying popup window.

Great idea, thanks.

[jeffkd]

Originally posted by Chris Mallick
Tech Support at Epoch is open 24x7.
Call 888-627-3888 ext 320
They are working on the problem. You will get a call back ASAP.
Sorry, they should have called you back, but they were workign on thst issue and others.
C

Thanks Chris.

[OY]

Chris rules...