When you create a support ticket with Paysystems.com, do you receive a confirmation email and subsequent email with the ticket resolution?

Their system does not send me a confirmation email and subsequent email with the ticket resolution. It's been this way for many months. They do the ticket, but we don't get any kind of email response from them.

Just curious as to how others are experiencing this.

Support?

They have no support now.

No confirmation.

No resolution.

No answer.

No nuthin.

Support (their word; not mine) has vanished.

Yeah :crap:

The tickets do get done, but there seems to be a glitch in the system whereby we don't get any response via email. I tried to explain this to one of their support chaps on the phone, but he claimed that the ticket system was working fine.

Let's hope we can get enough folks to vote on this poll, so I can send them this information. I'm still hoping that they're intelligent enough to view raw data like this, as valuable information on how they can improve their service to their paying clients.

Support from Paysystems is an oxymoron...

Same here - no confirmation, no answer since a few months.

ditto.

The e-mail address is obviously working as we get the order notifications each day (both new orders and recurring). Even the livechat transcripts arrive fine. Support e-mails just shoot off into the 'bit bucket' where all other lost files and e-mails in the universe end up.

Actually I'm pretty convinced all their support replies via e-mail end up on that same planet where left socks that disappear out of the dryer live.

I've been told that e-mails are working fine as well on a few occasions. I think they've just decided that they are, regardless of the actual results.

I'd love to know who actually voted Yes. :eek:

Was the genuine, or just a fake smart alek vote? :eek3:

Bob,

As I don't use PaySystems, I voted no! :D

Originally posted by freakysid
As I don't use PaySystems, I voted no! :D

I hope not. Or was that meant sarcastic?

Come on folks. This is a serious poll. Only those who use Paysystems, please vote.

I voted Yes because we're receiving them now. But some lodged around January were answered 3 months later (I kid you not).

Client comments are worse now. We reply to the comment, and receive advice of that going to the client 2 to 3 weeks later...by which time we have already contacted the client direct and well and truly sorted out any problems...so when our initial reply is then received weeks later the client emails and says "I thought we had sorted that out?"...so then we have to tell them...bah, the rest is obvious.

Fortunately we don't have to rely on Paysystems too much now.

Originally posted by Editor
I voted Yes because we're receiving them now. But some lodged around January were answered 3 months later (I kid you not).
So right now, when you submit a support ticket, you get the ticket confirmation email in under an hour and then the ticket response via email?
Client comments are worse now. We reply to the comment, and receive advice of that going to the client 2 to 3 weeks later...by which time we have already contacted the client direct and well and truly sorted out any problems...so when our initial reply is then received weeks later the client emails and says "I thought we had sorted that out?"...so then we have to tell them...bah, the rest is obvious.
We get 1 or 2 "Client Comments" per week. We insist that all Paysystems enquiries go through us. Less hassles this way. :)

I was thinking about going with Paysystems... are they not good?
Who do you think is a good processor?

Originally posted by Aussie Bob
Yeah :crap:

The tickets do get done, but there seems to be a glitch in the system whereby we don't get any response via email.

Yep, i started having that problem long time ago (month or two now). As I am in the US I just call toll free and they always help me (had to call 2-3 times in the last 2 months).

If you are outside of the US, then yes calling is not the best option.

Originally posted by Toeki
I was thinking about going with Paysystems... are they not good?
Who do you think is a good processor?
Please ask those questions in another thread. Would like to keep this one as on topic as possible. :)

moved......................

Originally posted by Aussie Bob
So right now, when you submit a support ticket, you get the ticket confirmation email in under an hour and then the ticket response via email?

The last we one did...Thursday from memory, worked fine.

I don't think there's anything wrong with their systems, as such. Just a lack of staff, or motivation in those they do have. It's too inconsistent. After all the troubles earlier this year, and the intermittent ones since...still the only piece of correspondence they have initiated in the last 6 months has been their web site design competition announcement. That's shocking. At the very least, some announcements about why the service in general has been so troublesome would have been reassuring. Instead we saw folks posting the same canned responses here and on their own support forums.

But as long as their web site looks good... *shrug*

I submitted several tickets and never received a reply... after a few angry phone calls a customer service rep emailed me a several week old response that never made it to me. I don't know if it was a glitch in their system or they just forged a response. Either way, I won't be using them much longer... :rolleyes:

I can only ask my questions at their live chat :mad:
Don't like it.

btw, I found a bug in their system - if they need to pay you two or more holdbacks in one month - you receive the last one only ;(

They reply when they feel like it. When you ask tough questions they often will ignore the support ticket and not respond.

Also, when I ask more than 1 question (related) in a ticket and they respond, it'll be some half a** effort that answers only one, or just more questions that are obviously stupid.

hey 7/21..better than 2CO

Originally posted by illuzhen777
hey 7/21..better than 2CO
:laugh: That is soo true it's not even funny :laugh: I submitted one ticket system, never got it answered, then I realized there was an instruction manual :laugh:. They are much better than 2CO with support. Hopefully if enough of us suggest that they fix their support system, it will be done? That's a BIG HOPE :laugh: