Originally Posted by stocktrader23 (Post 17683854)

http://members.arstechnica.com/x/7za...tinguisher.gif



http://i.imgur.com/y4ybA.jpg

Originally Posted by stocktrader23 (Post 17683790)

tsk tsk tsk

Employee made a great post and you follow with this? If support ticket were answered in 2 minutes as it should have been it wouldn't be on this forum. Let your reps handle GFY from now own. :2 cents:

Originally Posted by Supz (Post 17683813)

He did say he contacted support and did not get the right answer. I think your best bet would be the let Chris handle the boards. He seems to be doing a good job. You sound like a dick blaming the customer when he said he emailed support and got some bullshit answer.

Originally Posted by anexsia (Post 17683831)

Please tell me you do not officially represent Paxum? I liked the other Paxum reply but what you posted was a horrible way to treat a customer...you pretty much blamed him and no matter who is right you should never blame a customer.

Originally Posted by gleem (Post 17683837)

Well I assume the poster "paxum" is an owner since he took the post personally and got offended as I would have been if an unhappy affiliate hit the board before emailing me first... however for the record I posted here because it was very obvious the ticket would not get looked into PROPERLY without a post here.

Difference is I would have bit my tongue & let that employee who got the right answer first alone to handle it and I would have walked away happy, but now I guess this guy is trying to spin it as my fault for clicking the link in the template and not wanting to wait to see what happens a day or longer as his techs suggested.. Which is fine too. It's a free country. But look, I post here and it goes from "wait a day and see" to an answer 5 minutes after this post goes up of "turns out your mass-pay was set wrong". ridiculous.

Originally Posted by NanoBot (Post 17683853)

:1orglaugh What a major disaster waiting to happen...

Originally Posted by Adraco (Post 17683945)

Well, what a DUMB system! Designed and prone to come up with errors! How in the world can you design such a stupid system, with an XML file as example, when you know such a file, when clicked, will be able to open in most browsers and APPEAR as it's able to be edited.

Any profesional would design a flawless system, possibly with an XML file but then only as download, and not being able to open it directly in the browser. Take Microsoft Word files in Outlook Web Access for example, you can open the file, look at it and even change it, you can click the SAVE function but the file is never saved. But the USER usually belive it is, and then comes crying when they realize they lost half a days's work.

Any real (good!) SYSADMIN knows this, as well as the XML issue with browsers. If nothing else, one would always zip such a file, to force a download upon the user, so that there is no way in HELL they can do it otherwise or accidentally get it wrong.

Again, it is shown that professionals should handle things, especially money, not amateurs!

What a stupid answer, trying to blame the customer, and especially Gleem out of everyone. Let Chris handle the board, he at least tried to offer a six and solution, bundled with a semi-apology and even his direct contact number, not that goes beyond the call of duty! Hat's off for Chris!

Originally Posted by Hotrocket (Post 17683960)

What a fuckin prick you are huh?

That response alone is enough to discourage people from doing business with your company. Imagine the kind of response he gives if they have an epass like implosion?

Honestly the smartest thing you can do is to delete your account and never come back here again. :2 cents:

Originally Posted by selena (Post 17683971)

:1orglaugh:1orglaugh:1orglaugh

Seriously, let Chris handle the boards. He gave a good response, and had mollified the customer, and then you...well, I think the images speak for themselves.

Originally Posted by wtfent (Post 17683973)

Id suggest this Paxum poster just let the other employees handle everything, this post would have died off and left everyone happy but lol he comes in and starts playing a blame game when problem was solved. Obviously not experienced in customer service. :2 cents:

Originally Posted by paxum (Post 17683789)

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

Originally Posted by paxum (Post 17683789)

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

Originally Posted by paxum (Post 17683789)

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

Originally Posted by wtfent (Post 17683986)

Also, id like to know who this Paxum poster is? Im really hoping he is an employee and not someone that has any ownership or control of our money, if a smart / smooth guy like Chris mallick could do what he did imagine what this douche is capable of? I can tell just by the way he handles himself he isnt someone id really want to do biz with. :2 cents:

Originally Posted by paxum (Post 17684146)

Octav here.

All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.

we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.

In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.

I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.

Originally Posted by will76 (Post 17684163)

LOL i just read the rest of the replies and see I was not the only one thinking what a shitty response that was.
It's funny how you say *I* bash you. If you weren't so defensive you could see the good advice I was offering you. You hired Michael, let him be the main person posting on GFY for Paxum threads. You should never post here, you suck at it. I would also tell Chris, Yngie and Pam to stick to icq customer service or what ever. More often then not you get different reps jumping in saying different things, its a cluster fuck. You should have 1 voice here just like epass did. Michael's worth was proven and worked well how it was set up with epass. Why not stick with what works.

Originally Posted by paxum (Post 17684146)

Octav here.

All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.

we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.

In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.

I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.

Originally Posted by paxum (Post 17684146)

Octav here.

All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.

we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.

In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.

I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.

Originally Posted by gleem (Post 17683825)

Oh so that's how it's gonna be? lucky for you some affiliates want paxum.

here is the "format" your admin has linked, note I click the link in your admin, and then below it is what your support gave me, a crappy answer of "lets wait and see tommorow" and nothing was resolved until I made this thread, see screenshot and timeline of your support ticket below:

http://madporn.com/scratch/paxum_template.jpg

Originally Posted by paxum (Post 17684146)

Octav here.

All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.

we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.

In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.

I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.

Originally Posted by RDFrame (Post 17684175)

Yeah, that would be the problem there. If you go back to that template, right-click on the screen, and select 'View Source', you'll see the needed XML tags.

This is what I was talking about a while ago. There's loads of developers out there who can type excellent code, but from my experience, many can't provide a usable product to the client / end-user. They view things from a very technical view-point, and many aren't capable of putting themselves in the end-user's shoes. For a developer, this is a very basic & common sense thing, so the developer(s) probably just assumed everyone would know it, which obviously isn't right.

That raises the question, where is Paxum's project manager? He/she should have picked up on this, and known it was going to be an issue. They should be providing a nice PDF file or something that explains the format. Or at the very least, change Apache so it shows that template in XML or plain text, not HTML.

Originally Posted by paxum (Post 17684146)

Octav here.

All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.

Originally Posted by gleem (Post 17684195)

I'm guessing they were going to launch Paxum sometime this year, and to jump in to fill epass's shoes they launched the beta instead of the fully vetted system.

Other than the interface being a little rough and a few things worded badly, overall they did a good job so far.

Originally Posted by paxum (Post 17683789)

thank you

Originally Posted by minicivan (Post 17684723)

Wow. You have a question about whether or not affiliates were paid and the response is "just wait and see". Then the owner of Paxum comes here and starts flipping people shit?

Thats fucked up.
:2 cents:

Originally Posted by will76 (Post 17684163)

Michael's worth was proven and worked well how it was set up with epass.

Originally Posted by paxum (Post 17683775)

Bigtymer,
Thanks for the kind words but unfortunately there was no problem with Paxum at all and no glitch with paxum but the way the user formatted the file.

Originally Posted by paxum (Post 17684146)

Octav here.

All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.

we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.

In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.

I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.

Originally Posted by Ron2k1 (Post 17684396)

I can't believe how Octav M. who's been in online business for about 10 years allready, can make such a stupid mistake by blaming his customer on GFY.

At first I thought it was some programmer at Paxum who got pissed because a customer didn't understand his programming work. But then it turned out to be the owner himself.

Really unbelievable.

Originally Posted by gleem (Post 17684195)

I'm guessing they were going to launch Paxum sometime this year, and to jump in to fill epass's shoes they launched the beta instead of the fully vetted system.

Other than the interface being a little rough and a few things worded badly, overall they did a good job so far.

Originally Posted by paxum (Post 17684146)

Octav here.

All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.

we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.

In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.

I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.

Originally Posted by gleem (Post 17683837)

Well I assume the poster "paxum" is an owner since he took the post personally and got offended as I would have been if an unhappy affiliate hit the board before emailing me first... however for the record I posted here because it was very obvious the ticket would not get looked into PROPERLY without a post here.

Difference is I would have bit my tongue & let that employee who got the right answer first alone to handle it and I would have walked away happy, but now I guess this guy is trying to spin it as my fault for clicking the link in the template and not wanting to wait to see what happens a day or longer as his techs suggested.. Which is fine too. It's a free country. But look, I post here and it goes from "wait a day and see" to an answer 5 minutes after this post goes up of "turns out your mass-pay was set wrong". ridiculous.

Originally Posted by PXN (Post 17685513)

Can't believe I'm reading the owner of paxum blaming you which is ridiculous. Note that this is not the first time he screw up big and apologize.

You should at least considering adding CashX, they been in Biz for 6 years and act a lot more professional. As you can see from this threads already there are some people who will refuse to use paxum so add another alternative CashX and I'm sure you'll gain some new clients including me.