Here is a letter I received last week:
I like your newsletter and enjoy reading it . I have been doing art fairs for 16 years and have recently decided to go with 1st National, the credit card company that you have on your site. It has been a very bad experience with them. I have had problems with the equipment and /or the service at every show that I have done. I just want you to know that you are promoting a very bad service and I went on your recommendation. Not that I think it is your fault…I know that they bought ad. But their service is terrible….just thought you should know. D.L.
I immediately contacted Michael DiGiovanni at 1st National Processing. I knew he would want to know about this. Here is his reply:
Wow. I find this very hard to believe. We always go above and beyond to provide superior service and support. In our industry we depend on a lot of 3rd parties to provide certain things. She may have gotten lost in customer service world. To avoid this i provide my cell phone number and email address as well as that of my vice president so if people ever feel like they hit a brick wall they have somewhere to turn.
Believe me we work very hard and spend a lot of money to get these clients if they are unhappy i want to know. These numbers are provided on a separate bold page in the front of my welcome kit. I have over 10000 clients and they all have my number and my partners. Please tell this lady to call me at 9173276012. I will look into this and try to call her tomorrow as well. Thanks for the info. Sorry.
Here is the conclusion that was reached that same day:
My office manager just got off the phone with this merchant. Turns out in the beginning she was frustrated with some basic operations of the machine. She was having trouble run cards, uploading them, and batching out the terminal. She actually inadvertently cleared out a batch from her machine which had to be keyed in.
Please keep in mind, the terminal was not malfunctioning, she was just new and this was a learning curve. FYI if it was a terminal malfunction we would have replaced it immediately. We do not play games and stand behind our equipment 100%. She became frustrated with the operations of the machine and despite multiple calls to our extremely thorough and patient tech department, and detailed verbal and written instructions she still felt uncomfortable unbeknownst to us.
She then started having battery issues because she had the false impression that her portable terminal would last the whole weekend on one charge of the battery. No terminal in the industry has that kind of battery life.
She also did not familiarize herself with the battery saver feature in the unit and the proper way to charge and discharge the battery prior to and after an event. This prolongs the life of the battery and ensures proper function. But because of her previous problems with learning how to use the unit, she did not call to address the battery problems she was experiencing. Instead she wrote to you about our horrible product and service.
Now that she has spoken to my office manager she seems to be comfortable. We, once again walked her through all of the functions of the machine while she had the instructions in front of her. She said she thoroughly understands. We also explained to her, in detail, the battery, its capabilities and proper usage. And we reiterated to her that we are absolutely her to help.
We stressed to her to call us on the weekends and/or after hours if need be until she feels comfortable. She knows that she has my cell phone number, my VP’s, my office manager and 2 of my in house tech guys. She said she understands and will call us if she needs help.
Just wanted to give you an update. Thanks for forwarding me that info so we could address it and help this merchant in distress.
Michael Di Giovanni
1st National Processing
40 Underhill Blvd Ste. 2G | Syosset, NY 11791
Tel: 516-921-9445 x11 | Fax: 516-921-9488
E: firstname.lastname@example.org | Website: www.1nbcard.com