Michael O

The card have been sent and I juse sent the tracking number to you.
We made an exception and overnighted this card to you because of the story you told me. I have been more offline than online the last couple of days, sorry it took more than 12 hours to get back to you.

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Truth Teller

DamageX

ONLINE, in banking terms, does not mean via the Internet. It means the transaction is processed via a terminal that can establish a connection with the issuing bank to verify availability of funds in the account, thus being ONLINE. So yes, it is true.

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Jakke PNG

My bad. Not too familiar with banking terms...but now that you mentioned, it does ring a bell.

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..and I'm off.

FreeOnes

Yes he does an awesome job!

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The new FreeOnes!

Matiz

I got my replacement card automatically one month before the old one expired.

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...

tenderobject

can i have a new card without paying for it? i paid for my annual fee etc but i never received a card the one im using is dying wtf!

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Dynamix

Thanks for the info tassy, makes sense to me I guess I take the FDIC, chargebacks, and the like for granted here in the U.S.

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DamageX

Actually, I said almost the same thing you did, when I first heard it from someone at my bank. They did clarify it though.

On another note, hit me up on ICQ when you get a minute, 1566665.

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ajrocks

Keyser has always been straight with me. Yes there have been issues with Epass, but he's always done his best to help me out. I'm sure he's being told what he's telling you and the bank just keeps screwing it up. Banks screwing up? I've never heard of that.

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Enema

2 yearsish with them now and no problems.

jayeff

I see no reason for sarcasm. You promised the card would be sent on Monday. On Tuesday you told me it had been sent. So I'm not supposed to get p*ssed when that turns out not to be true either?

I have run service oriented businesses for most of my working life, so I know the difference between providing service or just the appearance of it. Back around the 10th, it was obvious something had gone wrong: if a card hasn't appeared after 3 production runs, it almost certainly isn't going to appear. That should have occurred to you, perhaps it did. Either way, instead of pressing EP to check then, you accepted what they told you and passed it on to me.

That cost most of a week and initially you all did the same thing a few days later. But I assume that this time, afterwards you or EP thought better of it and did check.

By Monday this week, we are 3 weeks past the expiry date of my last card. And the week before you had made a very specific promise as to when the new card would finally be delivered. At this point, were our roles reversed, I wouldn't be waiting to hear the card hadn't arrived: to protect my own credibility as much as to recover some of the ground lost with the customer, I would have checked with EP and got a tracking number. If you had done that, then neither on Monday nor on Tuesday could they have given you one, so you would have dug some more until you had more details. Then you would have pre-empted any enquiry from me, by passing along that information without waiting to be pressed for it.

When this started, I believed the first card was lost in the mail: a minor irritation, not EP's fault. But due to the nonsense which I have been fed from then until today, I am one extremely p*ssed off customer, who doubts even that. That is not what customer service is supposed to achieve.

But finally, thank you. UPS are scheduled to deliver today.

Broda

These are VISA Electrons if I'm not mistaken.
Those are NOT plain Visa cards. Electron cards have always been - and probably always will be - for use only with atms.

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SmokeyTheBear

your right i should have clarified..i didnt mean to say every visa is the same , only that the electron isnt the same as a bank card ( and as you pointed out none of them are like the other )

So basically to summarize , there are 3 types of cards. a visa with raised letters ( works like a visa , says visa on it ) , a bank card ( doesnt say visa cant be used as a visa ) and a visa with no raised numbers ( says visa , cant be used manually , but can be used at an atm )

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Jollyjoe

Take a look at www.funds2go.com, I have been using them to pay my models for the past two years and had very few problems. They get issues resolved fast and thats what I like.

Marshal

keyser is the man!

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Busy ranking websites on Google...

Radiate

LMAO

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Big John

Just a little - I'd say that would very much be EP's fault. For the amount they charge for a card there is no justification for not sending a card by a basic, recorded postal service. The cost is minimal and more than made up for in the charges.

Nice to see it resolved in the end though. If EP ever goes out of business or Keyser simply decides to leave them somebody should snap they guy up fast. He may not be perfect, but he's still the best repfor any online business I've come across and probably worth far more than he gets paid for damage control alone.

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Chris Mallick

It is funny that you never replied to my post on this thread you want to bump, again. Actually, its typical. You should have posted that you were wrong and that the service was very good, not at all as you described. But you are a chickenshit I guess. Or maybe you did not read my post?

I will make an offer to any ePassporte cardolder that is not satisfied. Email me with your User Name. I will look at your account. If you want, I will terminate the account and refund your Electron Card fee if you have had the card less than a year. If your account is up for renewal, you should contact us and cancel to avoid future fees and also termiante your account.

We want happy customers. We make mistakes, like everyone. But the board bashing is just getting stupid as it seems to be the same people over and over. Even when we answer, that gets ignored. So again I have to ask what is the real motivation for posting these issues? It does not get your problem handled any faster. We have people on these boards for help, not to take daily hits from the same trolls.

As for the Electron Card and the fact that the card number is not raised: This is a Visa Rule for the Visa Electron Brand. It is "For Electronic Use Only" as is printed on the face of the card. This means it has to be swiped. This is a risk issue, and a good idea, for a variety of reasons. A card wears out with use, but that is the mag stripe. Most of the complaints we get are that the card does not look very good after a year of use. We can't fix that, yet, but there are some new printing methods that might help in the near future. I do not understand a Merchant not accepting your card after a swipe. Either they get the auth or not. If you have sufficient funds, the auth is given. Very few times will a swipe merchant even ask for ID these days.

The fact is that ePassporte cards get a very high use as compaired to most cards (Industry Reporting, not my own) and as a result the stripe wears out. The cost is the cost because of our costs. If we could give the card away, we would. But we have costs, and oh yeah, we are in business to make a profit.

So while we want everyone to be happy and we greatly appreciate the support of the folks that are vocal on our behalf, we know we can't please everyone. And some of you guys just like to bash us for whatever reason. I think 18,000 plus posts says a lot for the amount of time you have on your hands...and minusdebit or whatever your board name is, has made a career out of ePassporte bashing. As for him, I would love to have a face to face to find out what the fuck his problem really is with us. I read what he writes and laugh at his cartoons that he has time to make and just wonder.

Please take me up on my offer to terminate the account of you are unhappy and want a refund as described above. We hate to ever lose one customer, but we do not want customers that are unhappy or that feel they are being ripped off. We have several hundred thousand happy customers, let us know if we can do something reasonable to make any of you that are unhappy today, happy tomorrow.


C

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Chris Mallick
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Barefootsies

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Enough Said.

"Would you rather live like a king for a year or like a prince forever?"

Manowar

that sucks

BoyAlley

BoyAlley

backman1

Me too epassporte rocks

Michael O

I would expect nothing less of you.

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Truth Teller

jayeff

How many years have you been promising better first line support (ie telephone and email)?

Skip past the question of whether the first card was ever sent. When the replacement, ordered on August 1st, still wasn't in your office by August 10th (and since cards are produced twice a week), that should have struck someone as worth following up on. But no-one did. Not until I pressed again five days later, did anyone actually check and discovered there was indeed a problem.

Then what happened? Michael/Keyser stuck his neck out to get my overdue (3rd-attempt) card overnighted. Not only was it not sent on the day originally promised, but I believe he trusted what he was telling me when he wrote on Tuesday at 3:25pm that it had been sent that day. But the fact is that a pickup wasn't even requested until 10:25pm, so it wasn't collected until 3:50pm the next day. Apparently someone gave him misleading information which did nothing for his credibility or yours.

Thursday the card arrives. Attempting to validate it, your bad, mine or a combination, I'm not 100% sure, but anyway it gets blocked. So I call to have it unblocked. Done: "check back in 30 minutes to reset the PIN". Actually I left it an hour: "There was an error setting your PIN. Please try again later". I tried every hour until 9:30pm when I called support.

The woman/girl refused to believe there even could be a problem at your end. She totally ignored that I had tried from two PC's, restarted them, cleared my cache, tried in two different browsers. "There is nothing we can do". When pressed, she suggested that I call the number on the back of the card and like an idiot I fell for that, without recognizing the number. Guess who answered? EPassporte Customer Service. It would be funny if it were not so aggravating.

By this time I have emails in to support and Keyser. No answer from either by the next morning, so I try the telephone again. Different person, same response, except this time he opened a job number.

At 3:30pm I get an email from Keyser telling me the problem is solved and I can now set my PIN. So finally, late on August 25th, I had a working replacement card for the one which expired on July 31st.

But the story doesn't end there. A while later I get a response from customer service to the email I had sent at 10:30pm the previous evening: "we do not have any system issues and the only optioni we have is to open a ticket"...

You may even be right about some of the people who post in negative threads having an agenda. But that totally ignores all the people who have long been reporting genuine problems with your telephone and email support. And while everyone appreciates the help KK, Rand and now Keyser provide, I'm sure it does nothing for anyone's sense of security that these people seem to be the only ones who can cut through your regular support's templated responses and actually get anything done.

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PS: on the day the card arrived, I couldn't get it unblocked until late afternoon, because until then I couldn't access a computer and there was no way to anticipate and answer questions such as "what was the last amount paid into your account?". Surely, since banks, credit card companies and the rest have perfectly sound security measures - passwords, specific security questions, etc - and knowing them, customers can memorize or note the answers, EP could use similar measures? It is hard to believe their methods are any less secure than yours, and they are certainly easier to work with.

jeffrey

I got my card quick and trouble free. Use it once a week, and it still works great. I think its old too.

I agree that you shouldnt be charged for it, as they must make the 3 dollars the card would cost at most to make and ship off the fees they charge to load money.

minusonebit

You know what my problem is. You know because your company created it. My problem was detailed in great detail in the thread linked in my signature.

Is this your way of saying you want to discuss the situation like an adult finally instead of hiding behind the computer and deffering all contact to the legal department? I'll write some cliff notes for you if you are actually serious about trying to repair the problem instead of replying with Keyser Sore or Tassy-style responses.

And for the record, I did NOT make the cartoon. I borrowed it from paypalsucks.com and photoshopped the ePassporte logo into it as a parody. Funny how it seems to be so applicable to both companies.

CDSmith

This is frustrating for me to read and I don't even have an epass account. And it's not the first time I've read about people having such frustrating problems with their phone support staff. It's like Keyser is the only one there who seems to have the wherewithall to get certain things fixed.


Chris Mallick -- for the record, my agenda in being in these threads is not to throw hate, it's for the sake of trying to prompt you/your staff to improve things so you become a better service. Take Jayeff for instance... he's been posting on GFY for some time now, and I've come to regard him as a straight shooter, and quite intelligent as well. I can see that he is taking the time to lay out his problems with your company in great detail, which should be a good thing.

Not everyone here is a "usual troll", just making sure you know it.

I understand perfectly your own frustration, and I'm not surprised that the Epass side of things is starting to want to hit back, can't say as I blame you either. But there ARE some real issues being mentioned that need to be addressed, not only with certain accounts but with your company itself... as in some of the phone support staff for starters.

If I ever do decide to apply for an account I would definitely have a direct line to Keyser on speed dial I can tell you that.

Best of luck.

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minusonebit

They made thier bed and are now being made to lay in it. They have nothing to complain about, CDSmith.

Juicy D. Links

Ilost my Amex card awhile ago , i called they had new one sent and in my hands next day