Thought some on here might find this rather amusing.
-- Best regards, William X Walsh <[EMAIL PROTECTED]> wxWeb Enterprises -- The following is a forwarded message: =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= From: Bill Fisher <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] <[EMAIL PROTECTED]> Date: Friday, May 17, 2002, 2:58:41 PM Subject: Today's Versign Experience --====----====----====----====----====----====----====----====----====----===-- L Schmid, I was given your name as contact to voice my displeasure in my Verisign experience today. First, let me say that I own a small ISP in Atlanta Georgia that DID host several hundred domains with Verisign. Emphasis on DID. We have moved or are moving them now for reasons not disimilar from what I'm about to describe. At aproximately 10:30AM this morning I called Verisign payment technical support. I was on hold aproximately 10 minutes. I talked to a very nice gentlemen who was extremely helpful. I needed to switch my Cybercash account to the Payflow Pro. He said I could do this for free and would walk me through the process. He said there was one more thing that I would need to do, which was talk to the billing department. He transferred me to someone there who was also very helpful. She said that she would activate my Payflow Pro account, and that it would be active in about an hour. She said there would be no charge for the switch since I was already a Verisign customer. At 4:00PM the account was still not active. I called back to the same number and was put in a que. I waited in this que for 40 minutes to ultimately be disconnected. I called back and hit zero to talk to an operator. Someone named Gina answered. I told her what had happened and asked that I talk someone living and breathing. She transferred me back in to the same que. I hung up, and called back and asked that I not be transferred back in to the same que and asked that I speak with a supervisor. She transferred me to someone who answered the phone. She asked my problem, which I explained, and then she transferred me back in to the same que. I hung up again, and called back. This time Gina transferred me to someone named Ruth, who transferred me to someone named Kelly. After 10 minutes of question & answer with Kelly she said she was in the domain billing department and didn't understand why I was transferred to her. She said I would need someone in the payment systems department. I hung up again, and called back. I explained to Gina what had happened and she promised that I wouldn't be put back in to a que. She transferred me to someone's voice mail. I hit zero, and got Gina back. I told her that I got someone's voicemail and asked again that I speak to a supervisor. She transferred me to Jack Dixon's line where I got yet another voicemail message. I hit zero again, and got another operator who transferred me back to Gina after I explained my situation. This time when I got Gina, I asked her to transfer me back to Jack Dixon's voice mail and that I would leave a message for him, which I did. My message went longer than available on your voice mail system, so I called back. This time Jack Dixon answered the phone. After I related my experience with his department exactly, he said that he couldn't actually get someone on the phone with the billing department but that he would put me on hold while he tried via the que. Two minutes later he came back on the line stating that they must be busy. He then asked me for my account numbers and started looking in to the problem. He said that the account had not been activated and that it was still in test mode. I said "yes, that is what I told you when you answered the phone". He then said that the problem could be that they had not received payment for the Payflow Pro implementation of $259.00. I told him that two people in two seperate departments told me in the morning that the fee would be waived since I was already a customer. He said that they should not have told me this, and that I would have to pay the $259.00. I then suggested to Mr. Dixon that there must be a communications problem within his area because two seperate employees of his told me the fee would be waived, but that he was saying it would not. He said he would "write up" the person I spoke with in billing this morning (The person who was trying to be helpful and keep me happy and a customer). Jack said that he would call me back after he spoke with someone in the billing department. It is now 5:51PM, and I'm waiting for his phone call. A friend of mine has been telling me that I should go with something called Skipjack rather than Verisign. That Skipjack supported more functionality and the company had much better customer support. I WASN'T thinking it was worth the aggravation. I should have known better based on my experience with Verisign in the past. If you do require $259 to simply activate your Payflow Pro product, then I believe I will simply cancel all of my accounts with your company, and once all of my domains have been moved... I will pray to God and Allah that I never have to phone your company again. I understand you are in the "Customer Advocacy Department". I don't envy you. Sincerely, Bill Fisher, eHam.net & Akorn Access, Inc. _____________ The ISP-TECH Discussion List _____________ To Join: mailto:[EMAIL PROTECTED] To Remove: mailto:[EMAIL PROTECTED] Archives: http://isp-lists.isp-planet.com/isp-tech/archives/ =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= End of original message
