what's the deal with epassporte?
 

i've had an epassporte acct for over 2 yrs so last month (dec '04) i order visa electron card (cost $35) - changed a few sponsor payouts to epassporte so i could have some money there - i get the card and use it once, just to make sure it works. now in jan '05, not even an entire month has gone by, and i get an email basically saying "we charged u another $35 and your new card is on the way".
i sent an email on monday - no reply, called cust serv tuesday and had 1 person tell me they send a new card every month for $35 LOL - called back and the next person said they would submit a 'ticket' to another dept to correct the mistake and it could take up to 48 hours LOL - 72 hours later i call back and and they're still working on it and i should wait another 48 hrs.
was this isolated or is this how epassporte works?

From what I know its supposed to be $35 per year to renew your card, not month.

Seems like they don't do it a year from when you got the card though, they just do it the same time for everyone....that's retarded!

As for tickets, I had one opened by phone and when I asked about it days later, they said they sent me an email before the ticket was opened so they just closed it. I told the guy, uhm yeah...your email reply sucked, thats why I called and had a ticket opened. He just kept repeating they emailed me before the ticket, so thats why they closed it.

Is ePassporte really a front for a failed genetics lab? Or what the fuck is wrong with these people....

they dont send a new card every month????
im sure it is an isolated case

No, one card and thats it. :winkwink:

Fatt Daddy (and everyone else)

Your ePassporte account renewal is annual from the anniversary date of opening the account. Not monthly. There are NO monthly fees. You pay your renewal once a year and this is not done in one big batch.

I sincerely want to know the date and time that you made this call to ePassporte. I want to pull the phone records and hear this conversation because I simply can't believe what I'm reading. If your commments are factual, then I want to know who at ePassporte needs a good talking to. If you have any documentation such as email correspondence on this matter (or the ticket number) please forward it to me.

If this shiznit is acutally true then I'm personally going to see that this is resolved.

Feel free to contact me directly on this or any other "I can't beleive what I'm hearing" matter by writing to [email protected]. Include your ePassporte username and put "ePassporte / GFY" in the subject line.


.

I love my electron card and have never had a problem with epassporte but there is a thread or two on here every day about your support system. I really hope I never have any issues because it sounds like a nightmare to get anything resolved.

Rand, ePassporte works great for me and we are implementing it as another payment method on IwantU soon enough....

However with that said, I have only experienced TERRIBLE service and answers from your support team.

First, writing to them by email it has always taken upwards of three days to get a response. That is bad enough, but then the reply I do get is some copy-pasted generic answer.

Then, I called in and the first guy I spoke with was excellent, he understood my problem and opened a ticket for me and gave me the number.

Many days later, I called again because no response was received for my ticket. I checked my reg email and my epassporte one. The guy I then spoke with simply told me: 'we closed your ticket and didnt reply because we already sent you an email about your question'. I told him it was AFTER reading that email which was an unsatisfactory reply, that I called in and got the ticket opened. Had my ticket number and everything. He proceeded to only repeat himself over and over again, and when I asked to speak to someone else or a supervisor, he denied my request and said no I couldn't.

Many other people at our company have had terrible support (again, ESPECIALLY by email), on a variety of issues from never receiving cards to really off exchange rates.

I think you guys should look into your support team, especially if it's outsourced, because you have major issues there. That seems to be the major complaint everyone else on here I see complaining is mentioning as well.

It's not fees, technical difficulties or anything else. It's the support (or basic lack of it).

If you want any of the proof about my above situation, such as account and ticket number, I'll be happy to send you it.

Varius - first of all - hello nice to meet you :)

Im sure rand will be really happy to hear your well written concerns regrading epassporte. Good to see you are still implementing it depsite your poor record with the support staff at epass. I know their are lots of webmasters who LOVE epassporte so we only think its good news when a program implements it as a payment option.

You are right, there has been quite a few threads about poor support at epass which is dissapointing. Personally I have only ever needed to contact them once and they phoned me back in Australia so I was impressed with that.

Nevertheless Rand will be happy to hear your comments as I'm sure he needs this sort of feedback so he knows what to tell the appropriate people.

Thats basically all i am wanting to say really. I was just impressed you had taken the time to say something that can be used constructively


peace

I have had many issues with support. They need to get thier shit together.
And why can't we use the card at many many places?

hi rand - email sent

Rand,

What's the deal on the bank account deposits? I thought you said it was $500 max. I tried today and was only allowed $300.

And how often can I make a deposit?

Hola, nice to meet you as well :)

We have already implemented it for affiliates, as well as bought cards for all our staff. What I meant above is we will be implementing it as an additional payment method on IwantU, so members can become VIP through epassporte if they wish :thumbsup

I am a little concerned, however, that if epassporte support continues on as is, it will only mean problems for our cust support team answering to the members.... :Oh crap

Indeed, ePassporte needs to get a better support team :(

e passport may need to outsource their tech support

Ive had my problems wit them too, but its been working super for the last 9 months now :thumbsup

no problems with them yet, i like them very much
;)

is it worth it to get a epassport account?

yes it is they rock:)