Hello Everyone,
I was wondering if anyone is willing to share their experiences with Vantiv as your processor. We currently use Payment Express and are just not impressed with their service. From taking close to 2 months to setup one chip and pin to their very long response times for support, we are just not impressed with what Payment Express offers.
Also...if anyone is using a processer in North America that is no one of the two ecosystem partners, I'd be interested to hear from you as well and how it's been going.
To Tessitura - we REALLY need more payment processor options. Two is not sufficient to be able to make an informed decision, especially when one is not been a great experience for us.
- Chris
That's pretty disappointing to hear. I'm in the opposite camp and was encouraged by seeing PE tabling at conference, and that they seemed to be taking a more hands-on approach with clients as it pertains to communication, user experience, and support. On the Vantiv ("Now WorldPay") side, I haven't heard a single peep out of them in the form of a call or email since we implemented, and haven't the slightest idea where I would look to find support information if I ever needed it. They've been acquired so many times since it was "Element", that the current Vantiv/WorldPay website is pretty opaque -- I couldn't tell you the name of the product that we currently use. We don't currently do tokenization or EMV, but it's on our to-do list and I want to make sure we're on the best possible platform to make that happen.
Also interested in hearing others' experiences.
Christopher Cuhel said:From taking close to 2 months to setup one chip and pin to their very long response times for support, we are just not impressed
Sad to hear PE is unsatisfactory for you. We've been on Vantiv (then Element) since 2012, and every facet of their customer service has been consistently, appallingly bad, from day one. Even before day one, really: it took weeks to get them to return our calls when we were trying to sign up with them.
We've been on Vantiv (originally Element, now supposedly WorldPay) since we went live back in 2015. Normally I'm not a huge fan and agree 100% with Nick about the WorldPay website. However, this week I received fabulous customer service from them after having an issue refunding a transaction that happened through Vantiv, but didn't store in Tessitura. It took a while to get to the right person and a while to resolve the complicated problem, but I would give the team I talked to 4 out 5 stars. I did get a lot of misguidance when I first called about who our processor actually was - Mercury, Element, Vantiv, WorldPay, and First Data were all bantered about.
After it was settled and I reached the correct agent, he researched the problem, gave me a timeline for the charge to be removed from the patron's account, and called me back the next day exactly when he said he would. Ultimately, his original solution didn't resolve the issue (it didn't refund the original charge, only voided by attempted errored adjustment) , so I spent another 48 minutes on the phone with them yesterday. After that conversation, I'm confident the charge will be refunded, but I'll confirm that with the patron on Monday before re-running her card to avoid duplicate charge.
The phone number I called was 800-846-4472 in case it helps anyone else struggling to reach people who seem to want to help. Make sure to have your merchant id, the last four digits of the card in question, and the date of the transaction in question. Once they're done, make sure to ask for their reference number so you can have a service call id should you need to call back (it will help the next rep locate the previous conversation).
Nick, Our experience with Payment Express has been by far the best customer service one could ask for. They are immediately responsive to our calls and our EMV terminals were set up very quickly with no issues. They also contacted us immediately when they suspected suspicious behavior on our account before we notice the problem ourselves. They took the time to join in on numerous phone conversation with First Data and Tessitura regarding an issue we were dealing with. I can't say enough about the A1 customer service we have had from them. I'm sorry to hear of Christopher's experience and can say it is not that way at all with us.