Hey All,

I wonder if anyone here can tell me what does it take to get a CC processor to actually read the email you send them to get their codes so you can use their services for processing?

Seriously, maybe my English sucks and I don't explain things properly but here is the deal.

I had been set up with Jettis as one of my processors, used it as a back up so it was never a big deal for me. Well as you know end of July they sold the CC to epock/paycom and it didn't mean much to me then.

I decided to update the Jettis codes to the new paycom codes along with new price points. Simple right?

That was 22 days ago. Still no new paycom codes.

So here is the story. I decided to set up a third domain and elected to give paycom the main biz for the site while updating the codes for the other two domains.

What I do is sell ebook downloads. Simple really, each book is set up as a separate site with its own price point, its own 'protected' directory and the membership (so to speak) is set for 1 day non recurring.

For the first five days since August 10th, we went around trying to find my transfer account from Jettis to Paycom. Hey that happens, but finally i wrote Jettis on the 5th day and in 2 hours they came back with my paycom account number... from paycom.

Now kind of makes you wonder how come the paycom staff couldn't find it but heck, maybe they were busy.

So another 5 days goes by and they send me the codes... nice right? NOPE!

The codes they sent were for the wrong price points for all the 'sites' and even if they were right they wouldn't work because well, they didn't upload the htpswd script to any of the domains plus they included price points for a domain that no longer exists while no price points for the new domain sites.

So now we keep going back and forth with them.

Each email I sent them had the exact detailed information as to what I needed.

ftp info included with directions on exactly where to place the htpswd file and scripts.

Today, 22 days later STILL NOT DONE

In several of my emails I included detailed info on what I was asking for.

I listed the site url, listed the site price, site details, protected directory and member page.

Even got asked for what directories I wanted protected.. replied as they were going to add the htaccess files as well, included the ftp info again too.

So finally I get the codes at supper last night... guess what? WRONG CODES AGAIN!

Hey it gets better...

No htaccess in any of the directories listed... 3 domains, 24 directories total.. not even 1 right.
No htpswd files in any of the 3 domains
No access to the domain either by the way.
Codes where for price points I never even heard of.. including a monthly recurring membership set up for one price point that I never heard of.

In the two instances where they did send me their codes, they didn't include the new domain, but did set up price points for a domain that no longer exists. So much for testing their work huh?

Now I know that business is business and to them I am small potatoes. Bulk of my biz is mail order but when I receive an order, within 48 hours that customer has an email confirming their order... no matter what, and that included the period when i was spending more time at hospitals than in front of this box but i never missed a single deadline then or since.

So it makes me wonder, does paycom read English? Perhaps they are located in name only in the USA but in reality are in some foreign land where English is a fourth or fifth language?

Is their customer service based on how big a client is? Course it would make you wonder how new clients would be looked at given they wouldn't necessarily have a track record to look up, so how does paycom judge who to help and who to ignore?

It really is frustrating, I mean you set up pages with all the fancy info and links to their customer support and you wait. and wait... and wait...

Is this the way customer service is becoming?

You know I even wrote to Jettis and they send a request to paycom for me, faster than paycom answers emails and still nothing..

Now okay, its not rocket science and it isn't big business to them, so sure some delay, but come on, 22 days to set up a simple few sites?

Perhaps I'd be angrier if the bulk of my sales came online, but I have to ask, how do newbies ever get any processing done if this is the quality of service they can expect?

iBill wasn't great but geez they sure got a site up and running in lot less time than 22 days for codes... took at most a week to get approval but the code was usually within a day.. Jettis was less than a day, hell I got the online cheques set up for the exact same products as Paycom request in 4 days and that was only because the request went in late friday but i had the code mid monday.. so what is up with paycom?

Sorry for the rant, but damn its frustrating to try and figure out. I mean if it is my directions then I would like to know so I can correct it. If its my diction or syntax or something I'd like to know.

Is this normal or what?

Ian