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Randy Hinders wrote:
Re: Upgrade from PC Auth Hub to WebAuth
From: Shawn Hogan
Date: Wednesday, January 21, 2004
Time: 1:07:50 pm
> 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?
I'm not against supporting WebAuthorize, as long as there is a FileMaker
plug-in for it (doesn't really matter to me if the manufacturer makes it or
a 3rd party). If I knew how to write FileMaker plug-ins, I would try to do
it for you, but I have never personally written one before. If you wrote
one, or found one that worked with the new version of WebAuthorize, I would
be happy to incorporate it into Optigold ISP.
As far as Tellan (or whoever owns them now) being any help, I would
seriously doubt it. We stopped selling their products about 4 years ago
because everything about the company went downhill. I've even offered to
pay someone to update their plug-in if they wanted to offer the source, and
they couldn't (or wouldn't) do that even... From my experience with them
over the last few years, I'm guessing they have no idea where the source for
it even is.
If you wanted to have a FileMaker plug-in company write one for you, I would
recommend troi.com... I would be happy to incorporate it, even if it's just
the code and not the plug-in (you could sell it if you wanted), but with no
support from Tellan on the matter and no 3rd party plug-in available for it,
there isn't a whole lot that can be done on my end. You may want to ask
them for an older version of WebAuthorize... I know for a fact that previous
versions worked fine with their plug-in.
- Shawn
----------------------------------
Shawn D. Hogan
President, Digital Point Solutions
http://www.digitalpoint.com
(858) 452-3696
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