ridiculously bad support at paxum

[bigluv]

Generally speaking I like paxum better than their competitors.

However, I was surprised to find out that their website is absolute shit, and their support sucks too.

When your site throws database/php errors, you have a problem, not me.
When your support ignores a report of the above, ITS YOUR PROBLEM.
When your ticket system doesn't allow email replies FOR CAN'T LOGIN PROBLEMS thats a problem because ONE NEEDS AUTHENTICATION TO ACCESS A TICKET.
When your contact form RESETS all its fields if you get the captcha wrong, THATS A PROBLEM.

I don't need a third world dirt foot to tell me I'm cutting and pasting wrong when the 'reset password' form doesn't work, because I freaking assure you, I AM NOT.

Now, can somebody at paxum fix your goddamn site already? THANK YOU.


EDIT: My ticket #, as far as I can tell because its not quoted in the fucking support email, is 148078. Please fire the fucking idiot who responded the first time.

[AllAboutCams]

[bigluv]

It's customary to have a link in the password reset email to , you know, reset the password too.

There is actually no way to get back to the "password change confirmation" page, if you closed the web page after it said it was emailing you your new password.

The only way to get to the form to enter in your confirmation, is actually to reset your password again, which of course means your original code was invalidated ...

I feel like I'm on candid camera. Has anyone over at Paxum ever used a goddamn computer or a professional website?

[Chris]

You can email [email protected] - if you do please include the response you got.

Also please keep in mind your temp password is sent to you in your reset request.

It looks like this


Password Recovery Request


A password recovery request was initiated for account [email protected]. If you did not initiate this procedure please contact us immediately.
New temporary password:
YOUR TEMP PASS IS HERE

In order to finalize changing your password we need your authorization.
Please use the following data to authorize the password change request.
Authorization key:
YOUR AUTH KEY WILL BE HERE

1. How can I get back my forgotten password?

Just follow these steps to restore your password:
Go to www.paxum.com
Select "Login" from menu
Select "Forgot my password"
Follow the instructions on the page
Check your email to get your password


2. How can I change my password?

Steps to change the password:
Go to www.paxum.com
Select "My Profile" from top right menu. (next to Log in / Log out)
Select "Change password"
Type in the new password
Save your changes


Keep in mind you must include a special character within your new password aswell.

I have yet to get all the info regarding your problem so this is not necessary directed towards you just in general if anyone is having troubles reseting their password.


Chris

[journalism]

Their support tickets sucks bigtime! But when Ruth look at it! Shes god damn good to resolve the issue with in 24 hours.

[BIGTYMER]

Originally Posted by journalism

Their support tickets sucks bigtime! But when Ruth look at it! Shes god damn good to resolve the issue with in 24 hours.

I don't suck...

[bigluv]

Originally Posted by Chris

You can email [email protected] - if you do please include the response you got.

Also please keep in mind your temp password is sent to you in your reset request.

It looks like this


Password Recovery Request


A password recovery request was initiated for account [email protected]. If you did not initiate this procedure please contact us immediately.
New temporary password:
YOUR TEMP PASS IS HERE

In order to finalize changing your password we need your authorization.
Please use the following data to authorize the password change request.
Authorization key:
YOUR AUTH KEY WILL BE HERE

1. How can I get back my forgotten password?

Just follow these steps to restore your password:
Go to www.paxum.com
Select "Login" from menu
Select "Forgot my password"
Follow the instructions on the page
Check your email to get your password


2. How can I change my password?

Steps to change the password:
Go to www.paxum.com
Select "My Profile" from top right menu. (next to Log in / Log out)
Select "Change password"
Type in the new password
Save your changes


Keep in mind you must include a special character within your new password aswell.

I have yet to get all the info regarding your problem so this is not necessary directed towards you just in general if anyone is having troubles reseting their password.


Chris

Thanks chris. I emailed you details.

For reference, that email says you can't use the temp password until you use the auth code, which is what doesn't work. Considering the password reset page throws a page full of errors, I suspect the ACTUAL password is not being reset at all, but who knows.

Anyways, thanks for your response.

[SwirlsGirl]

Originally Posted by bigluv

Generally speaking I like paxum better than their competitors.

However, I was surprised to find out that their website is absolute shit, and their support sucks too.

When your site throws database/php errors, you have a problem, not me.
When your support ignores a report of the above, ITS YOUR PROBLEM.
When your ticket system doesn't allow email replies FOR CAN'T LOGIN PROBLEMS thats a problem because ONE NEEDS AUTHENTICATION TO ACCESS A TICKET.
When your contact form RESETS all its fields if you get the captcha wrong, THATS A PROBLEM.

I don't need a third world dirt foot to tell me I'm cutting and pasting wrong when the 'reset password' form doesn't work, because I freaking assure you, I AM NOT.

Now, can somebody at paxum fix your goddamn site already? THANK YOU.


EDIT: My ticket #, as far as I can tell because its not quoted in the fucking support email, is 148078. Please fire the fucking idiot who responded the first time.

gfy support ticket seems to have a pretty good response time....

Might have to start taking advantage and make better use of GFY support department

[RandazzoXXX]

The dopes at Payoneer are just as bad. Had similar problems with the imbeciles at their support too.

[RandyD]

Paxum support is total fucking shite - whine on GFY though, and there licking your crusty ass within minutes.

[Black All Through]

Originally Posted by RandyD

Paxum support is total fucking shite - whine on GFY though, and there licking your crusty ass within minutes.

True but not only with Paxum.

[Chris]

Originally Posted by RandyD

Paxum support is total fucking shite - whine on GFY though, and there licking your crusty ass within minutes.

or whine on my icq email skype phone or any of the other boards we monitor at all times and will are willing to help

GFY is not the end all be all when it comes to getting in contact with us. I wish i just had one means of communication

but good morning to you see sir :-)

[TheSquealer]

Originally Posted by Chris

or whine on my icq email skype phone or any of the other boards we monitor at all times and will are willing to help

GFY is not the end all be all when it comes to getting in contact with us. I wish i just had one means of communication

but good morning to you see sir :-)

Ah... The Webair Defense.

People shouldn't need 20 different ways to get ahold of you. From a business perspective, that's pure failure on your part. You should use a single system and it should work well... not ignore support tickets and throw back the argument "you could have wasted your precious time trying to contact me 20 different ways because not all of them actually work and some of them are completely ignored"

[Klen]

Well,looks like ticket based support is equally bad everywhere Just remember how it used to be on epass.

[raymor]

How about when you bitch on GFY, so Ruth ICQs you, gets your name, says "one moment", and





[crickets chirping]



That "one moment" has been about a week or so, so far.

[fris]

paxum support has always been good to me, ruth is always around, and helpful in every manner, she was extremely helpful with using the api to develop my payment module for paxum in wordpress

[CaptainHowdy]

Never had any problems with Paxum *knocking on wood* ...

[Tom_PM]

Good to get the people on icq for the occasional poke if needed. Ticket systems and other automated systems can suffer sometimes from being a bit impersonal, imho anyway.

[RuthB]

Originally Posted by raymor

How about when you bitch on GFY, so Ruth ICQs you, gets your name, says "one moment", and





[crickets chirping]



That "one moment" has been about a week or so, so far.

Hi raymor,

I'm very sorry you feel this is how I handled your query. I recall a different (and somewhat lengthier) conversation that I initiated on April 26th after I saw your GFY post saying that you were having difficulties getting verified. That conversation concluded on April 26th with me informing you that your Business reg and Proof of address were verified in our system, and that we only needed a higher quality Picture ID scan/photograph in order to verify your account. I asked you to message me once you uploaded it.

That was on April 26th and I did not hear from you again.

According to Paxum support, the last document you uploaded to our system was on April 26th.

On April 27th your Paxum account was verified and an email was issued to you confirming this.

Please login to your Paxum account now and look at the top and you will see that it shows Verified Status in Green.

I hope you will try out our service now that your account is verified. We do value your business and we appreciate your interest in signing up with us in the first place.

If you do have any queries, please feel free to hit me up. Sometimes ICQ/IM messages do get lost, so if you don't receive a prompt response, it's usually best to pop me a quick email and I'll make sure you get a reply.

Thanks,

Ruth

[ajrocks]

I couldn't disagree more!

[CDSmith]

Originally Posted by KlenTelaris

Well,looks like ticket based support is equally bad everywhere

Not true. I just had an issue with one of my mainstream boards, invision got back to me within an hour, Had to contact my host about a blocked IP in order to get the board issue resolved, and they got back to me within hours too. And this occured late Friday night.

And every time I've put a support ticket in to Techie Media for my adult sites they've gotten to it sometimes within 10-15 mins but never more than an hour. Even on weekends.

So there are exceptions, and exceptional companies out there.

[raymor]

Originally Posted by RuthB

Hi raymor,

I'm very sorry you feel this is how I handled your query. I recall a different (and somewhat lengthier) conversation that I initiated on April 26th after I saw your GFY post saying that you were having difficulties getting verified. That conversation concluded on April 26th with me informing you that your Business reg and Proof of address were verified in our system, and that we only needed a higher quality Picture ID scan/photograph in order to verify your account. I asked you to message me once you uploaded it.

That was on April 26th and I did not hear from you again.

According to Paxum support, the last document you uploaded to our system was on April 26th.

On April 27th your Paxum account was verified and an email was issued to you confirming this.

Please login to your Paxum account now and look at the top and you will see that it shows Verified Status in Green.

I hope you will try out our service now that your account is verified. We do value your business and we appreciate your interest in signing up with us in the first place.

If you do have any queries, please feel free to hit me up. Sometimes ICQ/IM messages do get lost, so if you don't receive a prompt response, it's usually best to pop me a quick email and I'll make sure you get a reply.

Thanks,

Ruth

I came back this thread to give you kudos. Now I find you implying that I lied to this board. What could have been a bit of positive PR, you just turned into a little bit of libel.

You know ICQ keeps logs, don't you? Do I really have to post them? You did not respond to my last four or five messages. Your last message was you asking if I could upload another scan. I told you no, your system won't let me. Your response? None at all. I'm pretty sure you got at least one of my last five messages. The thing to do here is to apologize, not lie.

Had you simply posted saying the account had been approved the next day, that would have been fine. The reason I came back to this thread was to say it looks like the account WAS approved and to give you kudos for getting back to me this morning. Now instead of me praising you, you've got me considering whether I should request that you be banned based on you falsely accusing me of posting lies.

Our reputation for impeccable honesty over the last fifteen years is important to us, and for you to try to impugn my character rather than admit you got distracted is despicable.

Imperfect customer service we can deal with. Dishonesty is absolutely unacceptable.

[RuthB]

Originally Posted by raymor

I came back this thread to give you kudos. Now I find you implying that I lied to this board. What could have been a bit of positive PR, you just turned into a little bit of libel.

You know ICQ keeps logs, don't you? Do I really have to post them? You did not respond to my last four or five messages. Your last message was you asking if I could upload another scan. I told you no, your system won't let me. Your response? None at all. I'm pretty sure you got at least one of my last five messages. The thing to do here is to apologize, not lie.

Had you simply posted saying the account had been approved the next day, that would have been fine. The reason I came back to this thread was to say it looks like the account WAS approved and to give you kudos for getting back to me this morning. Now instead of me praising you, you've got me considering whether I should request that you be banned based on you falsely accusing me of posting lies.

Our reputation for impeccable honesty over the last fifteen years is important to us, and for you to try to impugn my character rather than admit you got distracted is despicable.

Imperfect customer service we can deal with. Dishonesty is absolutely unacceptable.

Yes, we both have ICQ logs.

You came into this thread and accused me of ignoring your ICQ messages, even though I am the one who initially contacted you to try to assist you with your verification.

You stated in this thread that I contacted you, got your ID and then said 'one moment' and you didn't hear from me in a week. 'crickets chirping' etc.

The job I do for Paxum involves working with our clients and attracting new ones into our program. When someone makes a post on a forum stating that I basically ignored them, when in fact I did not, I believe it is my obligation to explain that situation so that other clients (and future clients) are aware that yes, their issues DO get listened to and acted upon.

In your case, on April 26th you posted in a different thread on GFY that we had a terrible system and you couldn't get verified. I sought you out to try to bring some clarity and help fix the situation.

I contacted you and got your account information, then I contacted our verification department and discovered the status of your account. I then messaged you back on ICQ to explain that your Business registration and proof of address were already verified and we simply needed a higher quality picture ID.

That is somewhat more than only saying 'one moment' and never replying to you again, as you claimed in your post here in this thread.

You did not respond to my message regarding uploading a new ID. Therefore, I contacted our verification department with your account ID and asked them to keep an eye out for if you uploaded a new ID to your account, and to contact me if there were any issues with the uploaded ID. That way, if there were any further problems I would be able to connect with you directly to explain the situation.

Verification did not contact me about your account, likely because they verified the document and our system automatically issued an email confirmation of the new verified status of your account.

When you posted in this thread this morning, I immediately contacted our support department to check on the status of your account, since I hadn't heard anything back from verification after you and I last spoke. Support confirmed to me that your account was verified on April 27th after you uploaded a new picture ID on April 26th.

Since that was the case, I posted a reply to this thread and then messaged you on ICQ to inform you of the status of your account.

In my post in this thread I did not accuse you of lying, I simply provided the facts of the situation. I did my best to help you, and your situation was resolved, and promptly.

The fact that you state you were originally coming in here to post 'kudos' about the handling of the situation, implies you were satisfied with the results. I'm sorry that seeing my post clarifying my responses to you made you change your mind about your satisfaction.

Thanks again for choosing Paxum. We hope you do try our service and that you enjoy it.

[AdultDomains12]

I agree, bad support

[raymor]

Originally Posted by RuthB

Yes, we both have ICQ logs.

You came into this thread and accused me of ignoring your ICQ messages, even though I am the one who initially contacted you to try to assist you with your verification.

You stated in this thread that I contacted you, got your ID and then said 'one moment' and you didn't hear from me in a week. 'crickets chirping' etc.

The job I do for Paxum involves working with our clients and attracting new ones into our program. When someone makes a post on a forum stating that I basically ignored them, when in fact I did not, I believe it is my obligation to explain that situation so that other clients (and future clients) are aware that yes, their issues DO get listened to and acted upon.

...

You did not respond to my message regarding uploading a new ID.
...

In my post in this thread I did not accuse you of lying, I simply provided the facts of the situation. I did my best to help you, and your situation was resolved, and promptly.

Originally Posted by ICQ Log

PaxumRuth: Your business registration and address proof have been verified, but we need a picture ID
PaxumRuth: Can you provide a higher quality scan or photograph of the ID?

Raymor: I could if your system would let me. I high resolution scan is 4.8MB. Your system rejects anything over 4MB. I just uploaded a 1.5MB version, but that may be no better than the last reduced resoltuon one.
( chirp chirp)

Raymor: Eh I have to submit it again. Your system will accept only jpeg or png, not tiff. The png lesser quality and a larger file size, so hopegully you're OK with it.
( chirp chirp)

Raymor: I gota tell you, "we want a high res scan of a legal sized document, but won't accept more than 4MB" makes one nervous about the programmers who built the system that wants access to my bank account.
Raymor: These guys are clearly not experts by any stretch.
( chirp chirp)

So I ignored your request that I upload the document? Really? "You did not respond to my message regarding uploading a new ID." So I never said "I could if your system would let me. A high resolution scan is 4.8MB. Your system rejects anything over 4MB."?
"That was on April 26th and I did not hear from you again." So I never sent the last five messages?

It's OK to get distracted and miss a message. That happens to literally EVERYONE. Publicly saying I'm lying about it now that you've had time to check the log isn't okay, not okay at all. I'll remind you of rule #9 - accusing me of lying about the conversation, falsely, is grounds for an immediate ban.

Thanks again for choosing Paxum. We hope you do try our service and that you enjoy it

Neither we nor any of the webmasters who ask us for our experience will ever trust Paxum or you.

[bigluv]

Sometime over night the errors thrown on the password reset page stopped occurring, and this morning after Chris was unable to recreate my problem, I was able to properly reset my password.

Chris has my gratitude for at least trying to replicate my issue.

However, paxum the company and management have completely lost my confidence. As I told Chris, the multitude of amateurish user-unfriendly mistakes on their website combined with their poor tech support such that if I was doing any more business through them than I currently am (that will never happen, now) then I would be forced to choose someone else.

Just for laughs I'm going to post my suggestions:

1) emails from ticket system should be replyable.
2) emails from ticket system should always have the ticket # embedded
3) password reset emails should have a LINK, not just a code to copy and paste
4) password reset page should not require you to keep it open until you have received the email and TYPED in the auth code
5) Tech support should never in a million years have ignored my complaint that the site was throwing errors
6) contact form resets all fields on wrong captcha

EDIT: Raymor and Ruth - maybe you guys have never encountered this before but, I experience (and have confirmed) issues with ICQ messages not going through and not erroring many times in the past. it created no end of problems until I realized what was going on. So I would at least consider the possibility.

[Klen]

Originally Posted by CDSmith

Not true. I just had an issue with one of my mainstream boards, invision got back to me within an hour, Had to contact my host about a blocked IP in order to get the board issue resolved, and they got back to me within hours too. And this occured late Friday night.

And every time I've put a support ticket in to Techie Media for my adult sites they've gotten to it sometimes within 10-15 mins but never more than an hour. Even on weekends.

So there are exceptions, and exceptional companies out there.

I was referring among companies which provides debit cards/p2p service,not generally.

[CDSmith]

Originally Posted by KlenTelaris

I was referring among companies which provides debit cards/p2p service,not generally.

It was probably your use of the word "everywhere" which confused me.

Well,looks like ticket based support is equally bad everywhere

Thought you were referring to everywhere. :D

[CDSmith]

Originally Posted by raymor

It's OK to get distracted and miss a message. That happens to literally EVERYONE. Publicly saying I'm lying about it now that you've had time to check the log isn't okay, not okay at all. I'll remind you of rule #9 - accusing me of lying about the conversation, falsely, is grounds for an immediate ban.

No dog in this fight at all but from an outsider's perspective I have to say there is no trace of the words "you are lying" in either of Ruth's replies to you. Niether is there any trace of libel from what I can see. She merely stated her side of the issue, and quite clearly and professionally, and without added emotion.

Again, not taking sides, you two clearly have a misunderstanding going. But I think you may be overreacting just a tad with the lying and libel accusations. Like someone said, it may simply be a case of ICQ-itis where one or both of you did not recieve all messages from the other. I've found that messages that contain any url links in particular sometimes aren't received by the intended party, so I know it happens.

You're both good people, obviously, both seem to take pride in your work and your business ethics. Are you both really that sure of your positions that you can't find a way to work this out? Seems like just one of those unfortunate misunderstandings to me.

[WarChild]

Originally Posted by raymor

Now instead of me praising you, you've got me considering whether I should request that you be banned based on you falsely accusing me of posting lies.

Our reputation for impeccable honesty over the last fifteen years is important to us, and for you to try to impugn my character rather than admit you got distracted is despicable.

Imperfect customer service we can deal with. Dishonesty is absolutely unacceptable.

Oh get over yourself already. You aren't getting anyone banned and posting this just makes you look like an asshat.

[Tom_PM]

I second the notion that ICQ loves to screw you by making it seem like someone is ignoring you. You BOTH should have the other added as an approved, all green contact or it's going to bite ya one day or another.

[raymor]

PS I've calmed down. ICQ problems happen.

Call me stupid and I laugh. Call me lazy and I'll probably agree. Call me a liar and I get really pissed really quick.

[CamTraffic]

Originally Posted by journalism

Their support tickets sucks bigtime! But when Ruth look at it! Shes god damn good to resolve the issue with in 24 hours.

She is freaking awesome!

[Klen]

Raymor,why dont you just admit how you are pissed on paxum because they run nginx and not apache

[CDSmith]

Originally Posted by raymor

Call me stupid and I laugh. Call me lazy and I'll probably agree. Call me a liar and I get really pissed really quick.

Again it must be pointed out no one called you a liar.

[videoscribe]

Bad support sucks. Good luck getting the better support you are looking for.

[raymor]

Originally Posted by KlenTelaris

Raymor,why dont you just admit how you are pissed on paxum because they run nginx and not apache

Of course they do, their pages are throwing errors everywhere. :D

Plus they want a full color high res scan of a legal size document, but their server can't accept 4MB or more. Sounds like people who'd choose nginx to me. ;)

[bigluv]

My problem was resolved (as far as I know without any intervention on paxum's part).

However, I have not received a peep back on :

a) acknowledging tech support acted badly in ignoring my claims their site was throwing errors
b) apologizing for giving me the extreme runaround
c) any kind of assurance that anything is changing whatsoever
d) even acknowledging any of this was their fault, or that this even happened
e) thanking me for taking the time to email them a screenshot of their stupid site throwing errors

So the thing to take from this is, there is no standard of excellence over there.
Chris responded quickly on gfy, but didn't note that (I guess) he was leaving for the day, so I didn't get a response until the next morning, and then it consisted of "I tried the password reset, it works for me, maybe you cut and pasted wrong". Which is fine, because verifying the problem is what the tech support person didn't do in the first place. It's hardly what I expect from some kind of 'gfy escalation' though.

My conclusion, Paxum has a culture of less than mediocrity.

If they treat all issues with this level of care, then what about:
a) the security of our personal information and documents
b) our money

With the obvious low level of care that is paid to their website, how professional do you think their IT staff are? How secure do you think the place actually is?
If their database can throw errors and nobody cares, and it doesn't even get reported back to the proper people, what chance does their site possibly have of fending off any kind of coordinated attack?

I used to love paxum for their (more) reasonable fees and structure, but apparently the place is filled with clown shoes from the top down. I'll exclude Chris from that assessment because his heart is in the right place and I do appreciate the effort.

I don't move much cash through paxum at all, and I won't ever do so now.
The hassle of changing outweighs the amount of money thats ever sitting there, but the whole 'personal information' thing I'm going to have to think about.

[Fat Panda]

i still ROFL that you guys expect anything else from pseudo banks