The Do's and Don'ts of Shareware, Part 3
Date:   2003-12-19 20:40:01
From:   landlines
Response to:

We started using in 2001, and were satisfied with the service through 2002. Then the organization started breaking down, with new problems every week. There were big delays in payments (with no warning), a complete lack of customer service (we think they hid under their desks if they thought their clients were calling). No answer to emails, tickets, FAXES, or phone calls trying to get REAL PROBLEMS solved. Then a fatal mistake: they tried to take control of their servers 'in house'. Almost immediately, their service developed 'quirks', problems, and was down more than it was up. We finally were forced to get our own merchant account and quit trying to deal with 2checkout's 'problem of the day'. Our own merchant account is much cheaper, we get excellent customer service 24/7 (2co is 8/5), and our payment gateway (NOVA ViaKlix) NEVER is 'down': and they provide dial-up voice approval as backup.

Lesson: Better to do business with real companies than to rely on 'kids playing with computers'!