Moneris 24 hour support?

[Vulcan315]

I know this is an odd place to post this question, but I'm at wits end in an effort to clear up a problem at our store this morning (Saturday). Moneris is our merchant service provider via RBC Centura. Our Omni 3200SE went on the fritz this morning, in the middle of a huge crowd, and now we're down... I've been searching high and low for a Moneris tech support line to call in the USA, but nothing seems to work. Even the numbers recently given to us by Moneris don't work...whew... Anyone know what the US 24 hour tech support phone number might be?

Thanks,
Dave

[Vulcan315]

Well..it's now July 21st, and I've yet to get more than a phone call that can't be returned to a living creature from Moneris. I have one of my store terminals, an Omni 3200SE, that is defective... One would think, since we're running about $2mil/yr through these folks, they'd be interested in getting us serviced. I've called every number they supplied, and emailed every single address they provide...we've not even received an email reply yet! I've talked with RBC Centura, the bank who provides this "Ecomerce and Merchant Account Solution", and they say "we've talked to them, I don't know what to tell you".....

So, from my personal experience, if any of you are thinking of using Moneris SOlutions U.S. for the merchant account provider for your ecommerce business... I'd look elsewhere! They like to hold their hand out for their percentage of your income, but they're nowhere to be found when you need support!

Dave

[Corey Bryant]

Does this not work:

http://www.moneris.com/index.php?context=/aboutus/contactus

-Corey

[Vulcan315]

Been there, done that. No response whatsoever. Called the bank, visited the bank, called the local field reps, etc. Still have a broken box, another box with a bad power supply, and a bunch of hollow promises.

Dave

[Corey Bryant]

Sorry to hear that. I did not know if you had visited their site. Usually most places will provide tech support - especially for merchants based in the United States and Canada since it is so easy to get another account with another provider

-Corey

[fiu88]

18002688644..just push any prompt and you should get a live person..Insist they connect you to the appropriate dept....

[Vulcan315]

"18002688644..just push any prompt and you should get a live person..Insist they connect you to the appropriate dept...."

Thanks! I'll give that a call today. I tried the local rep's "24 hour support line" that the bank gave us a few days ago, again yesterday afternoon, and as usual...no call back. Tomorrow will be 2 weeks since the Omni 3200SE died while we were in a typical Saturday "store_full_of_ customers_" heat. I still can't believe the service (lack of) we're getting, considering how much $$ we funnel through them. I realize we're no big corporation, but we probably do more than a lot of the local businesses who use them.

What merchant account provider do some of you use for your ecommerce and storefront businesses?

Dave

[Vulcan315]

"What merchant account provider do some of you use for your ecommerce and storefront businesses?"

Those of you who use merchant accounts, please drop a note about who they are and what your experience has been with them. It's now been 2 weeks since our primary point of sale terminal went down (Omni 3200SE), and even longer since we've been trying to get a power cube for one of our trans330's used for phone and internet order processing... We're down to 2 Trans330's with no printer, and Moneris hasn't made good on one single promise as of yet. Even the local rep promised just yesterday, that we're have new gear here via saturday delivery, and didn't come through.

Dave