Nick Meanley´s profile

Reviews (1)

Poor support. For an unreliable service.

Just phoned this company to get support because the payment gateway they signed us up for has gone down. The lady on the phone told me that as it was after 1 O'clock on saturday then there is nothing they can do until 9 O'clock monday. I said that it looked like there server was down but still nothing anyone in the building can do until Monday morning. This seems quite a serious situation for a gateway provider. If there servers fall over or lose internet connectivity then to have no emergency process in place. Ironically I had just spoken to streamline (their sister company) and the lady there was telling me how robust the systems were and how they have a fallover autherisation system.
I am very disapointed by this service. We have struggled with it for a while now because of its poor callback architecture and now have to sort out a large mess.

04 March 2013

Reply from CardSave

Thank you for posting your comments.

We place great importance on providing the highest standard of service to all our customers.

Occasionally, we don't get our service delivery right.

I investigated the comments in your posting and found that our response was neither complete or satisfactory.

I would like to apologise for our response.

We have now improved our procedure to ensure that this cannot happen again:

1. Our helpdesk will always attempt to assist merchants with technical queries including at weekends.

2. If we cannot resolve the issue we will log it with your gateway provider for their urgent attention.

Thanks again for your feedback and for helping us to improve our service delivery to Cardsave customers.

Clive Kahn, Chief Executive

Nick Meanley´s profile

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Nick Meanley
Cambridge, United Kingdom