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Thomas Brunt -> Authorizenet (10/25/2002 12:20:43)
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I kept out of this for a while because I didn' t want to contradict anyone, but I have to speak about Authorizenet.
Apparently some of their customers are pleased with their service. I have not been pleased. I' m in the process of moving to CardService International.
On several occassions they have introduced system " upgrades" that shut me down for close to 24 hours each time. On each of these occassions, it was almost impossible to reach anyone there because, I can only guess, they had shut many other customers down as well. The odd thing about that was that when I did finally reach someone, I was told that I must have done something wrong. Of course, I had changed nothing. In each case, it took me several tries to prove to them that their system was not doing what it was supposed to do. That was not an open possibility in their minds.
On one occassion, I reported to them a con artist who was systematically hitting on Authorizenet clients. Their response was to lock down security so that nobody from outside the US could buy anything. When I told them what was wrong. They told me they were doing me a favor. Non US customers were much more likely to commit fraud!
They told me that they had not shut out all non US contries -- just the ones where fraud is a big problem. I then asked Spooky (New Zealand) and abbeyvet (Ireland) to try to make purchases. Both of them were locked out. I reported that to them. They said that was not possible! They litterally refused to do anything about it.
Apparently, other sites complained about this too because there was no way to get through to anyone over there for many hours after my call where they basically told me to live with it. The system was fixed the next day.
I have no problem with a system having some issues and sorting them out. My problem is with the consistent attitude that I must be at fault when I report an issue. If it just happend once with one support person, then I could pass it off as a fluke. It' s happened 3 times this year, however, and I have spoken with others who are at least as angry with them as I am.
My recent experience with Card Service International has been extremely positive, however. Their system can do more things -- like recurring billing. They' re reporting is better. It' s way easier to block a fraudulent cc. It' s way easier to look up an old transaction. The list goes on and on.
t
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