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From my experience with using them for the past 6 years (although for the past year only as a backup incase our own processing system lost its merchant accounts or such), they are TERRIBLE.
Here are some points, I'm sure most were already said but I'll say them again =)
1 - They steal money. Their stats never coincide 100% with our own system and whenever we've confronted them with evidence, they get nervous and start to stutter heh and blame it on bugs and promise ot fix the amounts. I'm sure many smaller merchants don't even notice this if they don't have stats/tracking on their side.
2 - Their CMI, as said above, is down very very often (including at this moment)
3 - Their customer service is terrible. Many hours are wasted trying to get ahold of the right people there whenever problems arise (which is quite often)
4 - Despite all these problems, they charge extremely high rates compared to their competition.
There are many other small factors as to why so many people hate them (even if they still use them), but I'm already bored of this topic so I won't go on ;p
But on a side note, I got a measure of revenge by ramming the go-kart of their VP into a wall at last year's party at CybernetExpo in Montreal =)...I got disqualified but it was damns ure worth it heh
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