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.
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.