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?

If you're stuck working a customer service job, I would imagine everyday would be a bad day. :1orglaugh

We want to see the scan to see the post mark to see exactly where the error is so we can fix it - it is no way calling him out or calling him a liar. According to our records it was shipped and it arrived to him. Longer than he would of liked but it did arrive. Both cards have arrived. Anyone living in a country like brazil will tell you the mail system is EXTREMELY slow. We can not control that with standard shipping.

Tranza is dealing with us directly and this issue will be resolved.

Because I expect to get jumped on for it, I want to emphasize the part of the timeline that caused me to use the phrase "calming lies" in my previous post:
The January 17/January 18 dates are too coincidental to be "errors in the shipping department." The first card never shipped as promised; it shipped in response to the January 17 call, and everybody in this thread knows it. Thus, every dime of cost associated with the second card was based on a false pretense, and should be eaten by Paxum, politely and quietly and without any of this "prove it!" nonsense.

Sorry, we cross posted. But, are you now saying that you'll refund his express shipping fee regardless of whether or not he publicly posts the scan of the post mark? Because your last post here suggested you would not.

sometimes how one responds is due to natural cycles.

True businessmen over there. Way to go. You guys look like a bunch of clowns now. This is the way a rep comes to the boards in an attempt to make a situation right? Very FUCKING professional.

Excuse me? I've had "trouble with mail" in the past?

The only "trouble with mail" I've ever had in the past was when 12clicks decided not to pay me, and at least 5 other webmasters, back in 2003, and blamed it on the postal services.

I get all of my checks in time without any delays, I also shop Amazon frequently and never had any issues before.

I have quite a few of them laying around here right now actually: Bangbros, PussyCash, TopBucks...

Just a quick update: I'm trying to solve this directly with Paxum. And I just got the second card delivered today.

If we are in the wrong of course he will be refunded. He is in touch with us and it will be resolved. I can not say what will happen right now as information is still being gathered.

The post mark is more about where we can see the error. If the post mark was after it arrived in brazil or if it is the canadian post mark.

Kind of what i thought as well, but i left it that MAYBE it was not like that in the answer to Chris. But from the initial post, it was kind of clear support offered express shipping first, not the other way around, and he was not aware he'd be charged for that.

From past experience I know that the Brazilian postal service it is to be feared (Also in Argentina, but this one has actually improved since it was privatized) ...

incorrect. there was no one but you who didn't know their mom's address.
you pulled the same bullshit then too.
Rushing to the boards screaming scam while my people were trying to get you your $25.00

Ah. Obviously I was presuming he was talking about the Canadian post mark, as that is the only thing that makes sense in the context of his timeline.

odd that he wouldn't just scan the post mark. I wonder why

Most def if that is the canadian post mark it is a huge error on our part and it will need to be addressed internally to see why that happened and why it was not shipped

If the Brazilian post office is so bad why are they even an option. One or two major commercial carriers at set prices, clearly showing price ranges should be the only option. I don't even use the US postal service for anything important or time sensitive.:2 cents:


.

I can't believe anyone in this industry does business with you, let alone speaks to you over IM after the sheer number of times you have pulled this shit fit act.

He's too busy, don't you know he's a big time webmaster?

Ah, my 2nd GFY lover/stalker. I forgot I had 2 of them: 12clicks and jimmy-3-way: the marketing guru!

What's the matther?

Are you still mad with me after you talked trash about Pichunter and I got you fired from Amateur Allure??

Yah I'm not exercised by slow international post. My only interest in this thread is piling fees on a guy after he gets a false "the card is in the mail" report when it actually wasn't, causing him to eventually order a second card.

And then of course there are all the rather sour customer service notes in this thread. You personally haven't been too bad, Chris, but some of the other Paxum feedback in this thread has been rather horrifying.

what, no scanner?



or no post mark?