I have heard all good things here about cdgcommerce here but I have called their phone number so many times and I have never been able to reach anyone directly - I always get an answering machine or thier answering service people.

I filled their application a few days ago and someone called me back after that but I was not in and I had a couple of questions, which haven't been answered and it has been 10 days or so and I haven't been able to reach her or get responses to any of my emails that I sent her.

I go to their web chat/live support and so far I have always seen it offline at least in the afternoon hours. Do they have any telephone support - I don't see anything on their website regarding support or support hours other than a few email addresses). Just to see, pressed thier support options 3 and 4 in the phone menu and even those say no one is available - please leave a message.

What is your experience regarading the ability to reach them quickly to get answers for support related questions? Are you able to reach them via phone during business hours?

If you are a current customer of their's please share your experiences specifically with regards to support issues.

Thanks

The times that I've had to call in the past, I've always had somebody answer the phone.

- Matt

Gurudev, please let me know what dates or e-mails or ticket#'s you are referring to and I will be happy to check in on this.

We do provide full toll-free phone, e-mail and live chat support to all of our merchants. Our phones are answered 24x7 and even during off-peak times, a support ticket is created and routed to the one call duty rep in the case of any urgent situation.

That being said - our new accounts processing is handled Monday-Friday. The person who called you was likely do a follow-up call from your new application with us.

This is the first I've heard of any delays in response from questions on a pending app in a long time so please let me know the details and I'll be happy to hop in and assist you - thanks!

cdg,

Please note that I am responding here because you say this is the first you have heard of delays or the inability to reach your staff. It could be the first-time but you may want to have some decoys call in to your office to see how things are working. I am just sharing my experience and I waited for several days and tried several times before posting here as I have heard good things about you here and wasn't excited about posting anything negative.

1) Jill McComb is the person that responded to my application and I just called her extension (like I have done several times this and last week) and got the voice mail again and like I said all the times I have called, I have never been able to reach her or any sales people (option #1) directly. I had questions to her about keeping my old processor's account and also regarding the non-qualified rates.

2) I called again and dialed the option 1 for sales and this time asked to speak with you and left a message for you with your answering service.

3) The ticket number for Jill is 113745 and like I said she did call me after I applied but the subsequent emails regarding my questions have been unanswered. In fact, I think about a month ago, you answered some of my questions when I started researching new merchant processors and since I think you are the Cheif at cdgcommerce, I replied to your ticket yesterday #106575 detailing the same issues I posted here as I have had problem reaching anyone via phone. I haven't had any reply to #106575 yet.

4) I went to your website now around 3:40 PST and there is no one in your Live Help chat section - the email option is available.

I stress the importance of the phone support and the ability to reach someone during business hours (at least) because I am looking for a better option than the one I currently have. Hence, I want to make sure I signup with a processor who has better support and reporting (not just better rates).

Also, if you have a demo account to see what your reporting looks like and how the chargeback defender etc., work the please pm me with the login information.

Thanks for the follow-up, Guru. I'll definitely research those tickets for you and contact you directly on them as requested to help answer the pending pre-sales questions that you have.

One quick clarification - the reason live chat is not online at 3:40PM PST is because it is only manned from 9AM - 5PM Eastern Time (EST).. so you were visiting it at 6:40PM EST which is after closing as far as the chat support goes.

I do appreciate you bringing up these points because at the end of the day - it is the perception of those working with us that really counts so I'll see why your open pre-sales questions weren't answered more promptly and get you those answers in the mean time.