 |  |
Shawn,
Re: Upgrade from PC Auth Hub to WebAuth
From: Randy Hinders
Date: Wednesday, January 21, 2004
Time: 11:54:36 am
Let me start by saying this is not a slam against you or OptiGold. =
However,
my frustration is extremely high. Three months ago we looked over the
options for web based credit card processing based upon the products =
that
you have listed as being supported by OptiGold. Based on past =
experience
with Tellan (Now ICVerify) and PC Authorize Hub's integration into =
OptiGold
which works great, we figured it would be a logical no brainer to go =
ahead
and purchase WebAuthorize. Given you track record of supporting =
OptiGold
and making changes for your clients we felt very comfortable making the
transition. If you look over the number of licenses and the number of =
years
we have been your customer you will see we are at the point of needing
something faster than a dial-up.
However, our comfort level has dropped considerably by your stance that
there is nothing you can do to assist in fixing the issue and saying =
that it
is a Tellan issue because they wrote the original plug in for FMP. I =
then
called FMP and they said that Tellan wrote the plug in and they can do
nothing. I then called my sales rep at Tellan (Berry =
1-800-666-5777x2593)
and he said we would have to open a level 2 support incident to get it
working. However, because WebAuthorize works independently outside of
OptiGold and I do not have the 'source' to tell the tech support rep =
what is
going on with the scripts which make the Tellan FMP Plug-in calls in =
order
to process a credit card I do not think this will be very successful. =
So I
went back to you, and asked what you have been able to find out. You =
state
that you have not received a response from their tech support =
department.
And now after 3 months we are out $2500 bucks. I was even patient =
during
the holidays not trying to push the issue because I thought you would
maintain your prior standards of support. But now the 30 money back
guarantee has run out and we can not return the software to Tellan.
We have even offered to PAY you to make the changes, but you said you =
are
not able to because you did not create the plug in. So now I am =
offering
another chance to fix this (and thus fix the issue for future customers) =
.
What if I open and PAY for a support incident with Tellan so that there =
is a
person on the phone 12 hours a day to assist in getting this fixed? =
This
would be an opportunity for you to update the code on my dime.
Would you be willing to get this fixed if we do that? Or are you =
dropping
support for WebAuthorize? Are we (and all you future customers) just =
out
of luck? Can you offer us additional licenses to offset the cost we =
spent
on Web Authorize (based on your web site). I would hate to think that =
our
inability to grow is severely limited by your product (and I have not =
even
started on the web interface..).
I have tried to call a few times but there never seems to be a person on =
the
other line. Can you please call me so we can work something out?
Thanks,
Randy
-----Original Message-----
From: Shawn Hogan [mailto:shawn@digitalpoint.com]=20
Posted At: Wednesday, January 14, 2004 6:21 PM
Posted To: Optigold List
Conversation: [Optigold ISP] Upgrade from PC Auth Hub to WebAuth
Subject: Re: [Optigold ISP] Upgrade from PC Auth Hub to WebAuth
Randy Hinders wrote:
> Who did you speak with over there? I have no problem calling over and
> lighting a fire under someone. This has been going on for since
> Thanksgiving. What are you telling your new customers? Is =
WebAuthorized
> supported or not? We have it and it isn't working nor can you fix it
> without help from them.
Well, WebAuthorize is supported (assuming their plug-in works). But if =
it
is the case that the new version of WebAuthorize does not work with it =
any
more, then support for it would be pulled. There are people using
WebAuthorize with Optigold currently, but I have no clue what version =
they
are using. It sounds to me like Tellan (or whoever owns it now) may =
have
changed the networking code of WebAuthorize without updating the =
FileMaker
plug-in they made for it. As far as who it was, I didn't talk to =
anyone, it
was via email.
> In order for us to roll out a new product line we are working on we =
need
the
> ability to grow (hence buy more licenses from you). Dialing up for =
every
> credit card will not work.
Well truthfully, your best bet (which would have been my recommendation =
even
before you got WebAuthorize) would be to use a TCP/IP gateway that does =
not
require any software (like VeriSign Payflow Pro for example). Since =
Tellan
was sold so many times, I get the feeling they are not doing anything
further with their product line. MacAuthorize doesn't work on any MacOS
version produced in the last 6 years. PC Authorize doesn't support lots =
of
things that are required these days (like CVV2), etc...
- Shawn
----------------------------------
Shawn D. Hogan
President, Digital Point Solutions
http://www.digitalpoint.com
(858) 452-3696
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