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Great statement! I don't use these guys but I hate companies like this! ADP Payroll processing does not allow customers to log in on the weekends starting Friday at 5 PM - it is amazing how stupid some companies can be! The CEOs should be fired by the board - you know what else I hate? When a creidt card company, bank, whatever will not allow more than 6 months of archives to be searched or reports printed out. I lost a credit card statement but the credit card company only allowed me to print back 6 months - I had to have it snail mailed to me. What? They cannot afford a few more terrabytes of hard drive space? geeshhh
Since Paypal bought PayflowPro support went down for us as well. However, Paypal's carelessness today is beyond all the bad stories I have heard and says as much as anyone would want to know about a company.
We are considering Authorize.net, Cybersource.com, and PaymentTech.com to replace Paypal PayflowPro. Any feedback on these 3 would be great.
Sorry ya'll are taking a big hit but sometimes it takes that to wake us up....Move now.
Bret we have cancelled our paypal account I hope you have another way to take payments if not I guess when I run out I won't be able to pay....
Now if only they'd take a page from JetBlue's book and actually admit to and deal with the underlying issues . . .
I'd fly JetBlue again in a heartbeat, but the last two times I needed payment processors for other companies, I used Authorize.net just due to the PayPal issue, and I'm not sorry at all.
[edited by: lorax at 6:13 pm (utc) on Feb. 22, 2007]
[edit reason] removed specifics [/edit]
No offense intended to you personally but allow me to disagree.
Unfortunate is understating it. 1 hour would have been unfortunate. But 14 hours? Other gateway providers support their customers 24/7 even when all goes well. In this case, there was no service for a full day and the issue was not handled. There was no support from Paypal, not even pertinent communication. We were left with sites unable to process orders. We lost a day worth of business and who knows how many customers!
As a company providing a critical service to thousands of merchants who depend on it to run businesses, how can all this be justified? And, where is the accountability?
This was not only very unfortunate. It was grossly and carelessly mishandled.
We've gotten some more information on what happened in this case and I wanted to share that with you:
Earlier this week, we experienced hardware issues with the Payflow Gateway and Website Payment Pro products. Due to this issue, merchants using the Payflow Gateway and some merchants using Website Payments Pro were not able to process payments. PayPalís Standard and Express Checkout products were not affected.
This issue was resolved on Monday, February 19th, and all payments are going through the Payflow Gateway and Website Payments Pro products without error.
We realize there has been a lack of communication regarding this issue. We are analyzing this issue in order to implement the appropriate communications in the future. We value our merchants and strive to improve our services in order to strengthen our partnerships with each of our customers going forward.
We value any input you may have as we work toward improving our communication processes.
why were you closed over the weekend?
As far as I understand it, Payflow's Standard and Enhanced technical support options never covered holidays; only Premium support offered 24/7 support. I do not know yet what policy changes might be made in this regard, but I will be sure to provide your feedback to those who are considering what steps we should take to address this in the future.
It might not have been apparent from the prior posts in this discussion, but Payflow support is currently handled by a separate team from other PayPal support. The main PayPal customer service center does not offer 24/7 support but it is open on weekends and holidays.