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  1. #1

    CDG Commerce Support?

    I'm looking for a CC processor and have read a lot of good things about CDG Commerce. However, every time I email them to ask a preliminary question, I never get a reply after the automated response from their ticketing system. My current request has received no reply after 15 days.

    This is not an isolated instance, the same thing has happened at least two other times when I tried to contact them. If this is the kind of service extended to a potential client, I would be very concerned about what kind of support I would receive after they have signed me up.

    Has anyone else had a similar experience with this company, or is it just me? My questions should not have not been that difficult to answer.

    Leo T

  2. #2
    Join Date
    May 2003
    Location
    Wisconsin
    Posts
    76
    Yup, we had the same thing happen. Never got an answer, never signed up.
    Paul, MCP SBS
    100% Windows 2003 Hosting
    http://www.jabezhosting.com

  3. #3
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,381
    Where are you e-mailing us at? Please let me know as much info as possible.

    The only possibility that I can think of is that the system is marking those requests as spam. Please let me know as I am concerned to hear these comments.

    We have live phone support and messaging 24x7 at our toll-free number and e-mail support as well as ticket support and live chat via all of our merchant & partner portals and we are very responsive with all of them so something is definitely amiss here and I'd like to find out what it is.

    I can definitely guarantee that there is not any kind of issue of us being overloaded on the support side as things are running very smoothly and at optimal response times lately.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  4. #4
    I emailed "sales@cdgcommerce.com" and received the following automated response dated: Wednesday, June 22, 2:30 PM

    Dear Customer:

    Thank you for using the CDG Support Center!
    Your Support Request has been assigned#144406

    our staff has been notified and will respond to you
    within 24 hours or less. PLEASE NOTE: if you have
    any follow up e-mails or information to send, make
    sure to attach "STC<144406>" in the subject of
    your message.

    Thank you,
    - CDG Support Staff

    As I noted in the initial post, I still have received no reply. They obviously received my request, and I had no trouble receiving the automated reply, so getting filtered out as SPAM doesn't seem likely.

    Leo T

  5. #5
    Join Date
    Jun 2004
    Posts
    1,961
    Same here, 2 emails... never replied too.. Been months now.
    It's Scott!

  6. #6
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,381
    I just checked and that ticket was marked as spam - which is why no response was sent beyond the initial auto-reply.

    Here is a snippet from the spam filter:

    NO_REAL_NAME 0.8 points From: does not include a real name
    INVALID_DATE 0.6 points Invalid Date: header not RFC 2822
    HTML_FONT_COLOR_UNSAFE 0.1 points BODY: HTML font color not within safe 6x6x6 palette
    HTML_10_20 1.4 points BODY: Message is 10% to 20% HTML
    HTML_MESSAGE 0.1 points BODY: HTML included in message
    UPPERCASE_25_50 1.2 points message body is 25-50% uppercase
    X-Spam-Flag: YES
    Subject: [SPAM] *****SPAM***** Info

    However, since the concern has been brought up two different folks here, I will be checking through our spam rules and making them more lenient or subject each one to a human review process.

    The last thing that we, as a company, want to do is to give the impression that we don't respond promptly to requests. The huge frequency of some harvesting attacks and other e-mail-related issues that we've experienced has necessitated us in using spam filtering.

    Thanks for bringing this concern to my attention and we'll certainly research this issue promptly!
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  7. #7
    Hello All - thought I would pipe in here. We are partnered with cdgcommerce and have quite afew clients utilizing their solutions - including a couple pretty high volume clients who were quite concerned with using anyone other then their bank. I must say - cdgcommerce has done an outstanding job communicating with our clients and are always available to help and answer any questions. In fact - the client that was concerned about using them initially, has moved all 3 of their merchant accounts away from their bank and over to cdgcommerce....

    Sounds like their spam filter has cost them a few sales - but, considering how huge of a problem spam is, try to cut them some slack on this one - as they, and everyone else are trying to find methods of reducing the damage that spam causes on their bottom line.
    www.cartika.com
    www.clusterlogics.com - You simply cannot run a hosting company without this software. Backups, Disaster Recovery, Big Data, Virtualization. 20 years of building software that solves your problems

  8. #8
    Join Date
    Jun 2004
    Posts
    1,961
    I hear you, they are great.

    We have a pending application with them ( we placed it on hold untill we finish up some things )

    Communication was GREAT for sign up process.
    It's Scott!

  9. #9
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,381
    Thanks for the nice words, Cartika and camers.

    In the mean time, I do think that we have already found a solution for this sales@ spam filtering issue and we should have it implemented in about 24 hours.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  10. #10
    Join Date
    Aug 2002
    Location
    Surrounded By SigSpammers
    Posts
    587
    I think I'm getting caught in your spam folder, too. I sent you an email about great mortgage rates, free porn sites, and discounts on Viagra... but for some odd reason, I haven't heard back from you yet.



    I haven't been there long, but I've communicated through email and the ticket system and never waited longer than a day.

    Personally, if I couldn't get in touch with someone, I'd try alternate means before giving up. Not that it's your fault if someone's spam folder is eating your email--but if one company isn't getting your mail, you never know who else isn't.

    If I email someone important at a hotmail/yahoo address and don't hear back from them, I usually send a follow-up email from an account at the same place, just to be sure it gets through. Sure, hotmail/yahoo is at fault for not knowing what's spam and what isn't, but I still feel it's my responsibility to get through.

  11. #11
    Join Date
    May 2003
    Location
    Wisconsin
    Posts
    76
    We tried the live help system (several times). It was busy so we left a message (several times). Never got a reply. Tried email. No response. Finally spent a few hours dialing the phone and on hold and got someone. This was in March. Maybe they've improved since then. But we definately did not send "one email".
    Paul, MCP SBS
    100% Windows 2003 Hosting
    http://www.jabezhosting.com

  12. #12
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,381
    Hi Mike,

    Sorry to hear that your V*I*A*G*R*A* and "1.00% Mortgage" e-mails didn't reach me but hey - I'll give you an e-fax # to send those too if you want haha.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  13. #13
    I just shoot sales@cdgcommerce.com and support@cdgcommerce.com an email, hope it wont be treat as *SPAM*


  14. #14
    Why dont they setup a web based email form that goes to a private email address that way they won't need to have the spam filter? This is what I'd recommend.

  15. #15
    It is getting more and more difficult to catch what is spam and not spam these days. Especially is you use a Bayesian filter. A lot of times merchant account is considered a spam word. And especially using sales, support, contact, or info since these are some of the main email addresses that most companies use, so do spammers.
    John

  16. #16
    Join Date
    Aug 2003
    Location
    Chesapeake, VA
    Posts
    3,381
    The new system we've been using seems to do a much better job than before. We have had very, very few "missed" e-mails and I'd say that 98% of the spam is quickly filtered now vs. maybe 70% before.

    The tricky part is when there is a legitimate e-mail with a topic like "Info" when there are 100 spams that day with the very same subject... it was definitely pretty frustrating at one point.

    However, we are actually going to be shifting most of our support to our portal-based ticket centers as it is more efficient for everyone involved and further reduces the need to parse emails for spam.
    CDGcommerce.com - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at http://www.cdgcommerce.com - we look forward to helping your business grow!

  17. #17
    yes, the portal based is the way to go

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