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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 | 922 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.
Jeff

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Jason ByrnesWebAssist

apologies for the delay in answering your thread.

I just took a look and saw that the cause of the currant transaction failure was the date format being used when entering the credit card expiration date.

First data expects the expiration year in 2 digit form. to enter the expiration year 2012, you should enter it as 12.

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Peterson Design Studio - jefferis

Helpful but more errors:

SESSION RESPONSE: Tue Jun 15 16:18:28 2010SGS-005003: The order already exists in the database.e876ebef87a6b0c96d0d13f8d31d62e2DUPLICATE



ERROR: SGS-005003: The order already exists in the database.

MESSAGE:

FULL REQUEST: 1909762268/usr/www/users/delvalle/ftclr/1909762268.pemstaging.linkpt.net1129SALELIVE0.0200.330.35jefferis peterson111 S Magnolia Dr.SelmaAL36701US724-482-2015724-482-2015jefferis@petersonsales.net411111111111111106121234jefferis peterson111 S Magnolia Dr.SelmaAL36701US100.33NUNSPECIFIEDe876ebef87a6b0c96d0d13f8d31d62e262atest0.331

FULL RESPONSE: Tue Jun 15 16:18:28 2010SGS-005003: The order already exists in the database.e876ebef87a6b0c96d0d13f8d31d62e2DUPLICATE

CODE:

APPROVED:DUPLICATE

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Peterson Design Studio - jefferis

confirm page now throwing errors in FF

Warning: Division by zero in /usr/www/users/delvalle/ftclr/confirm.php on line 376

Warning: Division by zero in /usr/www/users/delvalle/ftclr/confirm.php on line 377

Warning: Division by zero in /usr/www/users/delvalle/ftclr/confirm.php on line 396

Warning: Division by zero in /usr/www/users/delvalle/ftclr/confirm.php on line 397

Warning: session_start() [function.session-start]: Cannot send session cookie - headers already sent by (output started at /usr/www/users/delvalle/ftclr/confirm.php:376) in /usr/www/users/delvalle/ftclr/confirm.php on line 406

Warning: session_start() [function.session-start]: Cannot send session cache limiter - headers already sent (output started at /usr/www/users/delvalle/ftclr/confirm.php:376) in /usr/www/users/delvalle/ftclr/confirm.php on line 406

Warning: sleep() expects parameter 1 to be long, string given in /usr/www/users/delvalle/ftclr/webassist/email/mailformatting_php.php on line 348

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Peterson Design Studio - jefferis

In firefox the confirm page tried to go to the success page I think and then kicked the division errors in php. After that when I tried again it denied it for a duplicate transaction error, assuming it is already in the database...

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Peterson Design Studio - jefferis

Originally Said By: jefferis
  In firefox the confirm page tried to go to the success page I think and then kicked the division errors in php. After that when I tried again it denied it for a duplicate transaction error, assuming it is already in the database...  



If I could get a phone support/screen watching help either today or tomorrow after 2pm Eastern, I'd greatly appreciate wrapping up this website.
Jeff

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Jason ByrnesWebAssist

please update your back end ticket and send a copy of the confirm page so I can see the code causing the issue.

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Peterson Design Studio - jefferis

The page that kicked the division error resulted in an order and email that came through. But it didn't go to the success page.

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Jason ByrnesWebAssist

right, the error will prevent the header function from directing the success page. Please update the backend ticket and send a copy of the confirm page so I can examine the code generating the error.

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Peterson Design Studio - jefferis

Last questions

Jason, I posted 3 questions in the support ticket. I am trying to get the client live tomorrow afternoon with his own account. Please answer those questions if you can. If there is no answer by tomorrow, I know i won't hear back till next week!
Thanks
Jeff

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