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FAILURE to help leads to lost client

Thread began 6/15/2010 3:49 pm by Peterson Design Studio - jefferis | Last modified 6/17/2010 6:22 pm by Peterson Design Studio - jefferis | 1061 views | 9 replies

Peterson Design Studio - jefferis

FAILURE to help leads to lost client

Okay, I've been a customer for a long time and recently joined the annual membership, but I must say, I'm reaching my limit of patience and probably cannot recommend WA to new people. Why? The tech support is TOO SLOW and TOO INTERMITTENT. I am trying to connect an eCart to a FirstData processor and am now going on 4 weeks of trying to get it to work.

Even with a support case, I ask 1 question and it may not get help or answered for 3 or 4 days. THIS IS TOTALLY UNACCEPTABLE. I realize you don't work on weekends. Fine, but I ask a question Friday and it is Tues afternoon and I still don't have followup. The client is losing patience and I may lose a client after all this work. Part of the problem may be west coast east coast, but still, getting one partial or one step answer per day is making this thing drag on way too long. I discovered a path error myself created by eCart that led to a partial fix, but I'm still not there yet.

So, you don't have tutorials for connecting to First Data, and at this point I'm wondering if you have ever been able to make a connection. At this point if I had known how much trouble it would be, I would have either not accepted the client or purchased another shopping cart instead of joining the annual membership.

I AM NOT HAPPY with this current decline in the level of support. HIRE more people or do something.

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