Did the Salesperson Promise You the World, But After the Fact You Are Treated Like 1-800-IGNORE-ME?
Did you get the low rates you were promised? Did they stay low or creep up over time? What about service? Credit card processing tends to click along like clockwork until it doesn’t. Are you getting the support you need?
Recently, the US experienced a crash of Verifone VX520 terminals. This company has been making terminals since the beginning of credit card processing. Remember the old Zon Junior? Verifones’s most recent model, the VX520, developed a glitch. The terminal was getting stuck in loop and crashing in Europe. Verifone came up with new code that prevented the problem and launched a warning in the US. Every processor in the country was told to update their customers’ terminals by the end of June in order to prevent a good chunk of the world from having a shut down and needing support all at the same time.
We have heard from new customers calling us saying that their old processor sent a message in small print on their statement, which was easily missed.
Electronic Money Company chose a different route. We pre-empted the situation by personally calling each one of our clients with a VX520, and walked them through a fix or a new download. We stayed on the phone with them until we were sure the terminal was fixed and functioning properly. In some cases we even stopped by and did the update for them on-site.
We also started getting calls from merchants fed up with their old processor because they were on hold for three hours trying to bring back a failed machine!
Remember, a good merchant services provider will do whatever it takes to help their customers through anything. They should always be proactive in providing excellent customer service upfront, and not wait until a problem occurs. And they should always, always have a live person answer its customer service and support line!
At Electric Money Company, we do not have 10 prompts to push, and we don’t put our merchant’s on hold. We answer the phone live in person, we don’t need our customers to look up their merchant ID number, and we don’t need our customer to search for a terminal model number because we have this information at our fingertips. Electronic Money Company has its own customer and technical support staff, in addition to the 24/7/365 processor telephone line. We tell our customers to call us first, and we know our customers by name and voice, and they know us by name and voice. We also have a chat line on our website for our customers’ convenience.
White glove service from experienced agents does exist! Electronic Money Company provides superior service from highly skilled agents who are nurturing, patient, quick-responding, and will have your back with honesty before and after the sale. Plus we never raise rates along the way. This is why merchants have stuck with us since our beginning 20 years ago. So when you are ready to break up with your current processor, give us a call at (866) 898-7618!