I think this is where some business sense comes in. If this were my company not only would I eat all the shipping fees in this case but unless the customer was definitely at fault (and perhaps even then) I would also eat the annual fee as well.

The customer already has several thousand in his account. Do the math. What do you think this customer will possibly be worth in profit over say the next five years? 10% of the 3k he has in there already covers all of those fees alone. It's almost common sense here. And this is disregarding the publicity factor.

I like Ruth overall she has been pretty professional in the past but I would hope whoever is responsible for these bad decisions will reconsider.

is it true the paxum minions don't even have access to the accounts? lol

i got card in 2 weeks (serbia, i think only postal service is almost a perfect in this country :) ) and never had any problems!

Got my card on time... now it needs some charitable soul to fill it up.

Yes they did, they just took it on the back end of the deal instead of upfront :).


RuthB,

He is stating his opinion on your service. He has the right to post it wherever he wants. Just because your customer support is good, doesnt mean anything. I dont want good customer service that I have to call on all the time. I want it to work right. Which is the sign of good business. Yes, it is good to have customer service that is good, but you shouldnt have to contact them 5 times before you get your card.

Is this true? jimthefiend owns paxum?

The guy couldn't rub 2 cents together and lived in a trailer, borrowed money from everyone in 50cent to $20 amounts. How do you figure his dumb broke ass could afford to be a partner of anything?

Just a heads up - I've looked into your transaction and just so you know a VERY large chunk of that ( $4.02 ) was a charge from the ATM you used. Not anything to do with us or even that atm's bank exchange rate. It was there own personal ATM fee.

If you for a second believe that - i got a nice bridge in brooklyn for you.

The express fee was really never hidden. He asked a rep of ours on icq if the card could be sent express. As soon as it was shipped the express fee was deducted from his account aswell as an email dispatched to his email that is on file with paxum letting him know of the charge. So IMO there was never a SURPRISE express charge. It states clearly on our site what the shipping amount is for express. If people do not agree with the amount they are more than welcome to look up the shipping cost using fedex from Montreal to Brazil. We lose money on that.

The original card he ordered was shipped to him to his country. Once it got to his country and in the mailing system we have NO control over it. As you can see in this thread clearly Brazil has really bad mail service and is notorious for very slow mail.

As stated already - we will from now on if a user request express shipping using any other method that ordering straight from the site - we will double check with them that express shipping does come with a fee incase they have not seen on our site.

This is the price you pay for evading taxes. ;-)

o'rly :upsidedow

You realise any normal business would have said 'sure express shipment costs $x amount, would you still like to have the item shipped express post?'

So paxum is fucking you on the fedex fees? If you're shipping 20 or so parcels a day you can get a 60% discount, thats what I have:)

Well it's rather clear he was unaware you would charge him for this, since the card didn't arrive in almost 2 months. It's actually your cost of doing business all over the world if the card gets lost to ship it later via express. At least thats how it should be.

bring everything to the boards

it is more often than not the only way to get action

I linked to this thread in my sig ... so far it looks like paxum has its head up its own ass ...

....and the beat goes on.

Although he states that when the first card did arrive, it has a stamp stating 'Jan 18th' on it.. Which in my mind implies US postal service mistake, or late mailing via Paxum.

you're right Chris, I didn't consider that. That leaves the currency conversion at 7% which is more or less around what I got with Epassporte

Sounds like a politician there...


So basically if they would have mailed the card out back in December when they charged you for it then you wouldn't have thought it got lost and needed them to send a second one. If they would have sent it out promptly from day 1 then you would have gotten in before you even thought it may have gone lost, and you would have never incurred the cost to send the second one much less activate it.

Sounds like they owe you back all your fees and a big apology.

That is some piss poor customer service there....

Here is a time line for you:

December 15 charged a $45 fee for the card.
Dec 23 told the card was sent.
January 18 postal office stamp when it was mailed.

Client was told it might have been lost in the mail and they would express ship it to him. I would think that if they offered to express ship a card I didn't receive I would expect them to pay for it especially if they don't mention a cost to do this.

I don't give a shit if it says some where on their site there is a cost for express shipping even if the site says that the client would assume that fee is for people asking for express shipping from day 1. If you mention it to him after he has been waiting for months and not give him a cost to do it, who is to say he would have known what the fee was or that you weren't going to eat the charge.

piss piss poor.

that's shit. Bump for getting the funds back

The boards are not here as your personal spamming and business promotion forum. They are also here for people to share experiences, regardless if they have or have not been resolved.

Can I suggest if you want to have a board that only shows you in a good light, you either

a) start your own board
b) Don't offer a shit service

:thumbsup

:2 cents:

I'd like to see a scan of the envelope with the January 18th postmark.

PAXUM,
Are there any limits how much funds I can load/unload via ACH?

I been waiting 1.5 weeks for the funds to appear in my Paxum account just to find out now that transaction status has been updated to "failed"; no reason given, no info on ACH limits on site, nothing, not even email notification. I'm left wondering WTF has had happened. There been other two successful transactions prior, including one for bank verification.

Since my current transaction has failed and I don't like paying roulette wondering will it get through next time or not I'll have to get back to sending funds via wires and sorry, paying $35 bank fee and $50 paxum wire fee is a bit too much if i can send wire directly. - I don't do mass payments, otherwise it would be more than reasonable though.

Other thoughts on what can be improved:
- Would be nice to get email notifications in such instances like when status changes in transactions.
- Also would be nice something like paypal does - you load/unload funds, last screen tells you "your funds will clear in 3-4 business days"; a bit later you get email confirmation saying by such and such date money should be in your bank or pp account.
- When I hit "support", actually you don't have such function on the site, you have "message center" - I want my messages to be sent/forwarded to appropriate place/department without having support telling me I need to email your another department such as accounting. Would be great if I could just select to which department I want to send the issue ticket, if not, support should be able to forward messages to the right people.
- ACH 5-7 business days - in reality is 1.5 weeks - my thinking: mailing and cashing a check will get funds faster. Just too long for the so called automated clearing house.

I'm glad to see this got posted here, "it's not a full sea of roses"! ;)

ood luck sorting this out Tranza, and "Manda aí umas bundas brazukas para mim cara! (Portugal)"

That is BS if it was really sent out on Jan 18 instead of Dec 23. They could've just told him it was sent out on Jan 18 not Dec 23 when he asked where the card was Feb 3. If they did tell him that he most likely wouldn't have asked for another card to be shipped. If all that's true I don't see why the OP should have to pay anything for the second card.

ePass yearly fee was $40 for both cards. Withdrawal fee $3.
Paxum fee $45 per year. Withdrawal fee $2.
Good luck with the checks!

I agree, this is a ridiculous PR fail.

They could have posted this:

"Hi, I am so sorry we screwed up. We hate it, but sadly we're human and mistakes do (rarely) happen. Obviously this was all our fault, and all your fees have been refunded and a nominal 50 bucks been credited to your account to say sorry."

Everyone then would have been posting "Raaa! Paxum that's the way to handle customers"

Instead of this thread. Would have cost them 150 bucks.

You are a loser. YOU SHOULD HAVE SHIPPED "EXPRESS" FOR FREE.:321GFY

What lousy lame service.:2 cents:

You didn't seem to mind the boards at all when you were starting up and promoting your services. Then you were all over and gladly had any and all conversations/promotions on the board.

What has changed? Suddenly your "too good for that"? From the rest of the replies in this thread, I would assume that's not the public opinion.

Pay the man back his money.

Yesterday I gave you a few hours to respond before bringing it to the boards.

Today I'll do the same, before posting all our ICQ history over here. It clearly shows that YOU offered me the express shipping, and YOU never mentioned any fees a tall.

It was pretty obvious based on what you said initially that she was making that up.

:2 cents::2 cents::2 cents:

Guys,
Lets calm down with the accusations and jumping the guns. If paxum fucked up of course we will pay thats not the question. Our files indicate the mailing of the card in December and not Jan 18 as the client has the stamp on. Can you please upload the scan of that envelope with the jan 18 stamp on it?

we are not a 1 man show and if for any reason our mailing guy fucked up of course we will apologize and pay for it and take action. Also the accounting department is in charge of taking the fees and the fees are taken automatically by the system and then manually refunded. It is normal to have been charged express fee by the system and if he was promised free shipping there is a miscommunication with accounting to credit back that fee.

Once again if it was an error on Paxum side we will of course pay the fees to the customer and take actions to make sure it does not happen again. Please post that picture of the envelope to see what happened.

Thank You

Just to be fair to support guys at Paxum, I must say my 'failed transaction' issue has be resolved within few hours of messaging support late at night and before I woke up in the morning today.

Only thing I can wish for their ACH to be a bit quicker than how it's currently. 5-7 business days is too long

How about you try to trust your customers as much as you ask your customers to trust you?

You say: We are safe, secure and we hold all your money in cash with even a little extra ourselves.
And then you ask your customers to take your word for it.


Here you have a customer who has taken the time and effort, has been repeteadly in contact with you, so you kind of know he's not some sudden guy who decided to try to get a few bucks back.

Customer says: Mailing never arrived, and after contact with your depatment they thought it might be lost and decided to issue a new card. Mailing then arrived, two fold, and now I'm being charged double.

Now, try to trust your customer as much on this one, as you ask your customers to trust you on a daily basis, and don't give run-arounds!

:2 cents:

Not sure about the Brazilian postal service but I love that country!!

me too :1orglaugh

What a Paxum Minion may look like...

http://img40.imageshack.us/img40/7732/minions.jpg

yup.
considering tranza's been known to lie about his mail service in the past, I'd like to see it too.

does shit like this really get you worked up? worse then a bunch of old women complaining in the grocery store aisle ...

I personally am very glad this was brought to the boards. There's no way to fix the original "I promise you it got sent a month ago / quick, let's send it tomorrow" mistreatment behind the scenes.

From the timeline, it sounds very much like the second expensive card only got ordered because the client foolishly believed the assurance that the first card actually got sent when promised. There should have been no fees charged for that.

If customer service is going to tell calming lies, it's not fair to charge the customers for the actions they take in response to those lies. Not a dime, not a penny.

Funny thing is, I was finally about to break down and order my Paxum card. But after seeing how this has been handled, I've lost interest, at least for now.

And now I REALLY don't like this "upload a scan to prove you're not lying, until you do we are going to assume that our mailing department can't possibly have screwed up" bullshit. That is a not-very-polite way of trying to claim that this whole thread is a false complaint -- and THAT is not how professional companies do business. (Besides, who saves the envelopes than their credit cards come in? In my office that stuff goes straight to the shredder.)

You want to be in the money business, you need to improve your game.

this isn't first time tranza has trouble with mail. everyone else received their cards fine. i had more problems getting my cards with epassporte.

you trying to say you never ran into a customer service rep having a bad day?

you probably deal with one every day in your regular life. big deal.

when did webmasters lose their dicks and grow vaginas?