Epassport support? Your expirences

[BlogTexter]

What has been your expirence with Epassport support?
I called in a support problem I'm having with my account,
they gave me a ticket # and said it would be fixed in
24-48 hours. That was 5 days ago

[bllott]

Originally Posted by Rod-RealBigCash

What has been your expirence with Epassport support?
I called in a support problem I'm having with my account,
they gave me a ticket # and said it would be fixed in
24-48 hours. That was 5 days ago

they usually respond promtly within 12 hours for me. i haven't had any problems with them.

[Furious_Male]

Im in the middle of an issue right now. I will hold my tongue until Monday to see if its sorted out properly.

I will say the call center staff are very friendly but limited as to what they can do.

The tech staff seems to be very busy yet takes weekends off. That is one thing I don't understand.

I want to see how the follow through on my second ticket opened since Friday morning before I pass judgement.

[Dalai lama]

ePassporte support sucks, bump for you rod.

[BlogTexter]

Thanks lama, Anybody else have any info?

[JamesK2]

Epassporte support sucks. Try [email protected]

[Furious_Male]

Bringing this back to the top. Lets hope our issues get resolved soon.

[Nicky]

Worse than me on english but did get my issue resolved after a few hours.....

[Rand]

Originally Posted by Furious_Male

Bringing this back to the top. Lets hope our issues get resolved soon.

Furious Male,

Send me your ePassporte username and tell me what your issue is.

Rand @ ePassporte.com

[SmokeyTheBear]

I really dont see the point of having telephone support if the support staff cant actually do anything.


While the support has always been quick and polite , they are fairly useless when it comes to actually solving your problem.

[sickkittens]

I haven't had much luck emailing them. Rand here has actually done more for me.

[EddiePulp]

Always fixed any problems I've had within 24hours... usually right away, when i call them

[Rand]

Originally Posted by SmokeyTheBear

While the support has always been quick and polite , they are fairly useless when it comes to actually solving your problem.

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.

[Chris]

Never had a problem with support
Always fixed when they say it will.

[sickkittens]

Hey Rand,

I still have pending transactions in my account and I've contacted the company numerous times to drop the pending transactions and they keep blowing me off. What should I do? I've emailed you guys but I'm going nowhere with this. It's been over 2 months now.

[sickkittens]

ICQ me if you can now.
78881543

[SmokeyTheBear]

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.

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" ?

[NaughtyRob]

Horrible support otherwise all is good with them.

[Jey p]

Sometimes I don't like so much that they can't solve the problem via email and I have to phone them instead...but can't really say nothing bad about them. They have a very good service.

[Furious_Male]

Originally Posted by Rand

Furious Male,

Send me your ePassporte username and tell me what your issue is.

Rand @ ePassporte.com

Thanks Rand.. Sent..

[Chris]

Originally Posted by sickkittens

Hey Rand,

I still have pending transactions in my account and I've contacted the company numerous times to drop the pending transactions and they keep blowing me off. What should I do? I've emailed you guys but I'm going nowhere with this. It's been over 2 months now.

I dont see how come you guys always have this problem but i am no diffrent than you but when I have a pending transaction or anything like that I called up ... the take care of me...

[BlueQuartz]

Originally Posted by SmokeyTheBear

I really dont see the point of having telephone support if the support staff cant actually do anything.
While the support has always been quick and polite , they are fairly useless when it comes to actually solving your problem.

much liek you really

cruising GFY all day to see what thread you can whack your obnoxious sig in

[SmokeyTheBear]

Originally Posted by BlueQuartz

much liek you really

cruising GFY all day to see what thread you can whack your obnoxious sig in

?? huh

Lay off the crack man..

[SmokeyTheBear]

Originally Posted by BlueQuartz

much liek you really

cruising GFY all day to see what thread you can whack your obnoxious sig in

You did notice that this thread had a topic .. one you didnt answer , you just came in and dropped your sig..

If you read up the thread asked a question , one that i answered, one that you didnt .. see my point . now go back to sleep

[Rand]

Originally Posted by SmokeyTheBear

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" ?

STB - In order for your Electron Card (your hard card) to renew, the amount of the renewal must be available in your account between 2 weeks to a month before the expiration date of your existing card. If the funds are available, you need to do nothing else and it all happens automatically. You should receive your new Electron card before your old card expires.

If, however, the funds are not available when the renewal date comes, then the renewal doesn't take place until the necessary funds are available in your account, which, could cause your new Electron card to be delayed.

Your new card will need to be "activated" by resetting the PIN from the ePassporte website before you may use the card. Notice that the expiration and CVV2 numbers will change but your account number remains the same.

As for that other company you spoke of... can you send me a link? Rand @ ePassporte.com


PS -- Furious Male - I have your email. I will get back to you today.

PS -- Sick Kittens - Nice chattin' with ya.

[SmokeyTheBear]

Originally Posted by Rand

STB - In order for your Electron Card (your hard card) to renew, the amount of the renewal must be available in your account between 2 weeks to a month before the expiration date of your existing card. If the funds are available, you need to do nothing else and it all happens automatically. You should receive your new Electron card before your old card expires.

If, however, the funds are not available when the renewal date comes, then the renewal doesn't take place until the necessary funds are available in your account, which, could cause your new Electron card to be delayed.

Your new card will need to be "activated" by resetting the PIN from the ePassporte website before you may use the card. Notice that the expiration and CVV2 numbers will change but your account number remains the same.

As for that other company you spoke of... can you send me a link? Rand @ ePassporte.com


PS -- Furious Male - I have your email. I will get back to you today.

PS -- Sick Kittens - Nice chattin' with ya.

cool beans, ill try to find the website.. i found it on google under epassporte casino i think..

Thanks for the quick and hard info !!

[okdesign]

I never had any problems with them

[sexydave]

got the same problem... waiting since 4days to know what to sdo to open my account...

i don't want to spam people with my respondse email (originally for shaliza)... but maybe it's the only way to have a respondse... I want to opne my business account!

well ................ they do answer questions and heh ........... had some small issues in the pass but .......... give them sme slack ok.
The problems I had were fixed, not in a timely matter but heh ............ Rand seems to be very serious about it although I never had to call/fax/email him

[BlogTexter]

update: I talked to them eariler today, problem should be fixed tonight

[Furious_Male]

Any word Rand?

[Rui]

Originally Posted by BlueQuartz

much liek you really

cruising GFY all day to see what thread you can whack your obnoxious sig in

lol wtf...

Seriously, what does that have to do with anything

As for the common its common knowledge ePass support is limited, but hopefully it will improve soon

[Der Schleicher]

Originally Posted by Rui

lol wtf...

Seriously, what does that have to do with anything

As for the common its common knowledge ePass support is limited, but hopefully it will improve soon

I concur.

[sexydave]

thx guys,

i'll send my respondse to 2-3 guys at epassport so maybe i'll get a respondse fater.

[Chris]

Originally Posted by sexydave

thx guys,

i'll send my respondse to 2-3 guys at epassport so maybe i'll get a respondse fater.

if ya emailed rand Im sure you will get taken care of

[Basic_man]

Originally Posted by bllott

they usually respond promtly within 12 hours for me. i haven't had any problems with them.

Same for me, no bad comments here..

[sexydave]

thx.

i send emails to 4 guys at epoch and epassporte... reeeealy hope that it will work cause i got to make some transactions.

i just want to open a businnes account, not asking who it's working (i already know). Just need the infos to give to open my account.

BTW, how comes somes webmasters got problems with them and somes not?