Epoch's new reporting system is incomplete

[Richard N. Bush]

For the last month or so we've been being told that the old reporting system over at Epoch would be turned off, and they finally did it. However, as was pointed out to them at the beginning of December, there's no way to get a current membership count using the new reports.

They added the option for it a few weeks ago, but as of 5 minutes ago it still says "coming soon".

Am I the only one who needs access to these numbers for internal statistical tracking?

I have no problem with a forced migration to a new platform, but the new platform damn well better offer all the information that was available before. Cutting off the old stuff before the new is out of beta is pretty rude. I'm not trying to be a hardass here, but not being able to pull up an active member count kinda sucks.

[steve]

:headwall: call them? they will probably do it in 30 seconds on the phone with you

[JSA Matt]

Their new system is far from accurate... I have already emailed them TONS of times about inaccurate stats. The stats I generate from the dump files and dataplus are far more accurate than this shit.

Get it together Epoch, fire these idiot slacker programmers, PLEASE!!

:headwall:

[cj]

for 2 weeks, we've not been able to login to ANY stats until yesterday ... we send emails every couple of days but epoch always seems to have more important things to do than deal with customers. when you mention the bad service to them you get lines like 'well lets not worry about whose fault this is & get on with it'.

I am very confused by epoch - they seem to have no interest in working with anybody on anything ... almost every request i've made has come back with 'we cant do that'

epoch might have a lot of support these days but ibill still shits on them for stats, service & general overall product - and that's a pretty bad reflection on epoch!

[gonzo]

Originally posted by cj@Jan 12 2004, 07:10 PM
for 2 weeks, we've not been able to login to ANY stats until yesterday ... we send emails every couple of days but epoch always seems to have more important things to do than deal with customers. when you mention the bad service to them you get lines like 'well lets not worry about whose fault this is & get on with it'.

I am very confused by epoch - they seem to have no interest in working with anybody on anything ... almost every request i've made has come back with 'we cant do that'

epoch might have a lot of support these days but ibill still shits on them for stats, service & general overall product - and that's a pretty bad reflection on epoch!
I smell a spoof coming on...

[rand]

The new reports are much more inclusive than the old ones. Lot's more data. If you have a suggestion as to how to improve something I'd be happy to hear it and see how quickly we can incorporate anything that makes sense.

As for tech support, I personally stand behind these guys and know that they go above and beyond the call of duty when we have good communications from our clients. I see a lot more support for them than I do complaints which are truly few. You can't please all of the people all of the time but we are doing what we can.

If you aren't getting action on something, CC me on any correspondence and I will personally follow up. Rand@Epochsystems.com. Include your MasterCode on any correspondence.

--Rand



Last edited by rand at Jan 12 2004, 04:36 PM

[Richard N. Bush]

Darn nice of you Rand...

However, could you go poke the guy who's supposed to make the "active member count" report work. That's what I've been waiting on since the middle of last month, and now that I can no longer get this information via the old reports this has become important to me.

Other than that, I don't actually have any complaints.

[rand]

Richard,

Active Member count should be rolled in by tomorrow.

Anything else you guys need that we can provide... just let me know.

--Rand



Last edited by rand at Jan 12 2004, 05:07 PM

[Lisa]

Hiya Rand,

Good to see you here, hope you can help sort out my problem too. :awinky:

I'm trying to prepare a report detailing our retention figures for our
various sites.

I can't see anywhere that I can pull that data by sub account.

For example, for subaccount *deleted*, to see all the initial sales,
and then the recurring figures for that particular site.

Is it possible to do this, and if so, can someone please detail for me
which links I need to click thru to get to that information.

I can see the overall data:

SITE TRIALS CONVERTS FIRST REBILL REBILLS
www.whatever.com x x x x
CREDITS CHARGEBACKS RETURNED CHECKS
x x x

But I can't find where I can get the exact same data, but for each
sub account separately. Ideally, instead of SITE, it would be
SUBACCOUNT followed by the exact data fields as above, preferably able to be pulled down in any date range I chose. :)

Any ideas?

[rand]

Lisa,

What are you calling a sub-account? Reseller / Affiliates?

What item did you look at before under the old reports?

--Rand

[Richard N. Bush]

Thanks Rand, I appreciate the help.

[Lisa]

Hiya Rand,

By sub account I mean the specific account relating to the site, for example, wp2113td is the sub-account that relates to the 3 day trial sale for a particular one of our sites.

I'm looking for the data on a site by site basis, preferably with initial trial sales separated from the accounts which have an ititial monthly sale (ie, by sub-account).

I've never been able to get this data from Paycom before, couldn't find where to look for it and mails to support went unanswered.

The data in the new report is ALMOST there...just not quite in the format I need.

When I click on the SITE in the previous example I gave, it brings up the data separated by affiliate ID. I need the data separated out by sub-account.

If that doesn't make sense, I'm happy to call you so we can both look at the same page and you can understand what I'm talking about, shoot me your number to lisa@pornmegabucks.com

Thanks again for your help, it's more appreciated than you know.

[rand]

Originally posted by Richard N. Bush@Jan 12 2004, 06:09 PM
Thanks Rand, I appreciate the help.





No problem. Always use the proper channels when requesting help, but get with me if you need things moved along. I'd much prefer to offer you personal attention than have to meet you on a BBS.

:rokk:



Last edited by rand at Jan 13 2004, 11:11 AM

[BradShaw]

Originally posted by rand+Jan 12 2004, 06:28 PM--></span><table border='0' align='center' width='95%' cellpadding='3' cellspacing='1'><tr><td>QUOTE (rand @ Jan 12 2004, 06:28 PM)</td></tr><tr><td id='QUOTE'><!--QuoteBegin--Richard N. Bush@Jan 12 2004, 06:09 PM
Thanks Rand, I appreciate the help.





No problem. Always use the proper channels when requesting help, but get with me if you need things moved along. I'd much prefer to offer you personal service than have to meet you on a BBS.

:rokk:[/b][/quote]
Rand, KingK says your personal service is excellant. Keith has been handling our account with Epoch, we have been very well taken care of.

[rand]

Originally posted by BradShaw+Jan 12 2004, 06:50 PM--></span><table border='0' align='center' width='95%' cellpadding='3' cellspacing='1'><tr><td>QUOTE (BradShaw @ Jan 12 2004, 06:50 PM)</td></tr><tr><td id='QUOTE'>Originally posted by -rand@Jan 12 2004, 06:28 PM
<!--QuoteBegin--Richard N. Bush@Jan 12 2004, 06:09 PM
Thanks Rand, I appreciate the help.





No problem. Always use the proper channels when requesting help, but get with me if you need things moved along. I'd much prefer to offer you personal service than have to meet you on a BBS.

:rokk:
Rand, KingK says your personal service is excellant. Keith has been handling our account with Epoch, we have been very well taken care of.[/b][/quote]

No doubt.

Keith rules.


--R





Last edited by rand at Jan 13 2004, 06:14 AM

[Petr]

Rand,

Can you be please so kind and get Jeff Thaler contact me? I have sent him several emails in the last month or so but I haven't got any response. It's about our reserves (acct 619 / M-100028). Thanks

Petr Anderle

[rand]

Originally posted by Petr@Jan 13 2004, 01:16 AM
Rand,

Can you be please so kind and get Jeff Thaler contact me? I have sent him several emails in the last month or so but I haven't got any response. It's about our reserves (acct 619 / M-100028). Thanks

Petr Anderle

Petr,

You will hear from Jeff today.

[rand]

Petr,

You should have heard from Jeff.

Lisa,

Try clicking on the numbers in Sales report that are hyperlinks, this will bring up a breakdown of sales of that particular type (in the column) by the product code or "sub account". The data you are looking for is there.

Please let me know if you can't find it and I will walk you through it.

--Rand

[Lisa]

I would, but the login info I was using last week is now not working. :headwall: :headwall: :headwall:

[rand]

Originally posted by Lisa@Jan 13 2004, 02:12 PM
I would, but the login info I was using last week is now not working. :headwall: :headwall: :headwall:

You need to contact support to reset your login. Several accounts had their password reset when we migrated to the new system. You should have received an email from me about this yesterday (to the address we have on file for your account). If you didn't, please write to me and I can tell you what you need to do.

Rand@paycom.net

--Rand

[cj]

Rand, I've been having some ongoing problems with Epoch & your support staff/procedures ... it seems every time i request a billing profile that is a variation from the norm, it gets 'sent to management for approval' and disappears into some vortex never to get a response.

Here are the 2 most recent profiles i'm trying to set up:

These have been forwarded to management for approval:
no trial, $4.95 per month recurring (allowed?)
no trial, $39.95 for 3 months recurring at $9.95 per month

master account: M-101633

If these billing profiles can not be set up, I would appreciate just knowing why with a response that has more words than your last response ... ie 'no'.

[rand]

Originally posted by cj@Jan 13 2004, 03:57 PM
Rand, I've been having some ongoing problems with Epoch & your support staff/procedures ... it seems every time i request a billing profile that is a variation from the norm, it gets 'sent to management for approval' and disappears into some vortex never to get a response.

Here are the 2 most recent profiles i'm trying to set up:

These have been forwarded to management for approval:
no trial, $4.95 per month recurring (allowed?)
no trial, $39.95 for 3 months recurring at $9.95 per month

master account: M-101633

If these billing profiles can not be set up, I would appreciate just knowing why with a response that has more words than your last response ... ie 'no'.

CJ,

Don't know what became of your requests, however, the first option you mention is fine. If the 2nd option is for a 3 month membership at $39.95 which recurrs to a monthly at $9.95, that's fine too.

I will inform tech support. Please drop them an email to request the new codes.

--Rand

[cj]

thank you rand ;-)

[rand]

CJ,

Could you please contact me directly? Rand@paycom.net.

Thanks,

--R

[gonzo]

Originally posted by cj@Jan 13 2004, 06:57 PM
Rand, I've been having some ongoing problems with Epoch & your support staff/procedures ... it seems every time i request a billing profile that is a variation from the norm, it gets 'sent to management for approval' and disappears into some vortex never to get a response.

Here are the 2 most recent profiles i'm trying to set up:

These have been forwarded to management for approval:
no trial, $4.95 per month recurring (allowed?)
no trial, $39.95 for 3 months recurring at $9.95 per month

master account: M-101633

If these billing profiles can not be set up, I would appreciate just knowing why with a response that has more words than your last response ... ie 'no'.
Yall got real problems...me Im just pissed off about the calendar.

I sent in my finest KK knock off pic and they didnt run it.
Time for another spoof.

[rand]

:D

[Hell Puppy]

Originally posted by gonzo+Jan 15 2004, 02:05 PM--></span><table border='0' align='center' width='95%' cellpadding='3' cellspacing='1'><tr><td>QUOTE (gonzo @ Jan 15 2004, 02:05 PM)</td></tr><tr><td id='QUOTE'><!--QuoteBegin--cj@Jan 13 2004, 06:57 PM
Rand, I've been having some ongoing problems with Epoch & your support staff/procedures ... it seems every time i request a billing profile that is a variation from the norm, it gets 'sent to management for approval' and disappears into some vortex never to get a response.

Here are the 2 most recent profiles i'm trying to set up:

These have been forwarded to management for approval:
no trial, $4.95 per month recurring (allowed?)
no trial, $39.95 for 3 months recurring at $9.95 per month

master account: M-101633

If these billing profiles can not be set up, I would appreciate just knowing why with a response that has more words than your last response ... ie 'no'.
Yall got real problems...me Im just pissed off about the calendar.

I sent in my finest KK knock off pic and they didnt run it.
Time for another spoof.[/b][/quote]
And the folks in the booth were very impressed at how much you looked just like KimmyKim....

I may even have that on video.

I'll wait til stats are squared away before I touch that though, a tad too much attitude might slip into it right now.... :angry:

[Richard N. Bush]

Yeah, I'm just trying to keep my hands off the keyboard right now.

[gonzo]

Originally posted by Hell Puppy+Jan 16 2004, 12:10 AM--></span><table border='0' align='center' width='95%' cellpadding='3' cellspacing='1'><tr><td>QUOTE (Hell Puppy @ Jan 16 2004, 12:10 AM)</td></tr><tr><td id='QUOTE'>Originally posted by -gonzo@Jan 15 2004, 02:05 PM
<!--QuoteBegin--cj@Jan 13 2004, 06:57 PM
Rand, I've been having some ongoing problems with Epoch & your support staff/procedures ... it seems every time i request a billing profile that is a variation from the norm, it gets 'sent to management for approval' and disappears into some vortex never to get a response.

Here are the 2 most recent profiles i'm trying to set up:

These have been forwarded to management for approval:
no trial, $4.95 per month recurring (allowed?)
no trial, $39.95 for 3 months recurring at $9.95 per month

master account: M-101633

If these billing profiles can not be set up, I would appreciate just knowing why with a response that has more words than your last response ... ie 'no'.
Yall got real problems...me Im just pissed off about the calendar.

I sent in my finest KK knock off pic and they didnt run it.
Time for another spoof.
And the folks in the booth were very impressed at how much you looked just like KimmyKim....

I may even have that on video.

I'll wait til stats are squared away before I touch that though, a tad too much attitude might slip into it right now.... :angry:[/b][/quote]
So did yall get them stats working yet?

Hell are you even sure that signups are being recorded?

[Richard N. Bush]

At this point I have no idea what's happening. I know at least 4 emails have been sent off and not responded to, and a phone call was less than helpful as well.

Right now I know less than I did when I started this thread.

[Epoch]

Originally posted by Richard N. Bush@Jan 16 2004, 01:11 PM
At this point I have no idea what's happening. I know at least 4 emails have been sent off and not responded to, and a phone call was less than helpful as well.

Right now I know less than I did when I started this thread.

Richard,

I don't have any email from you. Did you CC me? Where did you send your requests?

Please resend. Put Oprano / Richard Nash in the subject line. Include your phone number and MasterCode (or company code).

--Rand

[Richard N. Bush]

Rand,

I'll have that done for you shortly.

[Carrie]

Once you guys got activated, how long did it take before you were able to get into your account?
We've been through compliance and everything's been activated, but we don't have our password to get in, lol
We've got a master code and a program number, but can't get a password! :)

[gonzo]

Originally posted by Carrie@Jan 23 2004, 08:50 AM
Once you guys got activated, how long did it take before you were able to get into your account?
We've been through compliance and everything's been activated, but we don't have our password to get in, lol
We've got a master code and a program number, but can't get a password! :)
You lucky bitch.
Im still waiting for Chris to contact me about getting set up from the shaw LAST YEAR in Florida.

[*KK*]

Originally posted by gonzo@Jan 23 2004, 10:55 AM
You lucky bitch.
Im still waiting for Chris to contact me about getting set up from the shaw LAST YEAR in Florida.
There's no Chris in sales my dear. Talk to Keith if you need some help :)

[gonzo]

Originally posted by *KK*+Jan 23 2004, 02:14 PM--></span><table border='0' align='center' width='95%' cellpadding='3' cellspacing='1'><tr><td>QUOTE (*KK* @ Jan 23 2004, 02:14 PM)</td></tr><tr><td id='QUOTE'><!--QuoteBegin--gonzo@Jan 23 2004, 10:55 AM
You lucky bitch.
Im still waiting for Chris to contact me about getting set up from the shaw LAST YEAR in Florida.
There's no Chris in sales my dear. Talk to Keith if you need some help :)[/b][/quote]
Nah...I talked to Jettis jesus instead.

[Dravyk]

I'm very disappointed looking at this thread. I mean if THIS is what it takes for people to get action and still they aren't being paid attention, imagine if they kept this off the boards.

Really, from an observer's point of view, it looks like Epoch has no real customer service. And, hey, bash me Epoch, but that IS the way it looks in my opinion and in others. I'd rate you "very poor" based on this thread of what people are saying, the emails that get lost there and the response time. My two cents.

[gonzo]

Originally posted by Dravyk@Jan 23 2004, 05:06 PM
I'm very disappointed looking at this thread. I mean if THIS is what it takes for people to get action and still they aren't being paid attention, imagine if they kept this off the boards.

Really, from an observer's point of view, it looks like Epoch has no real customer service. And, hey, bash me Epoch, but that IS the way it looks in my opinion and in others. I'd rate you "very poor" based on this thread of what people are saying, the emails that get lost there and the response time. My two cents.
I just figured it was cuz I was smaller'n Silver Cash.

[Dravyk]

It's amazing, in a processing market that is getting smaller and tighter and more competitive, that places that had stellar reps six months ago, instead of trying harder, seem to be falling on their ass all of a sudden.

Guess that just makes choosing even easier though.

[gonzo]

Originally posted by Dravyk@Jan 23 2004, 05:29 PM
It's amazing, in a processing market that is getting smaller and tighter and more competitive, that places that had stellar reps six months ago, instead of trying harder, seem to be falling on their ass all of a sudden.

Guess that just makes choosing even easier though.
Peaches?

[Lisa]

Well I thought I should report that after 3 password changes (why? tell me and we'll both know...seems everytime Alan told me what our new password was it wasn't working cos it had been changed again), I finally was able to get the data I needed.

[Mike AI]

Originally posted by Lisa@Feb 2 2004, 06:34 PM
Well I thought I should report that after 3 password changes (why? tell me and we'll both know...seems everytime Alan told me what our new password was it wasn't working cos it had been changed again), I finally was able to get the data I needed.


We still have days with incomplete data.....

not good.

[cj]

:steemed:

what an absolute joke of a company. Dravyk, you totally hit in on the head. Why would anyone want to use a company who don't answer emails, & need to come to a message board thread to address their customers?

after the pretend attempts to fix the problems that have been brought to the board, once again emails are going UNANSWERED AND IGNORED!!!

6 months ago i figured i'd give these guys a chance and try them out on some of our sites, especially because they became sponsors of this board and seemed to give a fuck about their customers.

6 months later and I guess only sending 20 sales a day through the account doesn't buy me customer support! I'm disgusted by the number of times i've had to send 3 or 4 emails to get 1 response to 1 of the questions in 1 of the emails.

The last email response I got cracks me up, and was the final straw in a long list of issues ... I asked a question in an email, support rep ignored the question in the email but responded with 'let me know if you need anything else'. er ... i do ... like i said in the email!

and no, i have not received a response to my response 6 full days later.

I'm seriously wondering if its a real person on the other end & not one of those birds like homer simpson had when he got obese!!

epoch, how do I go about getting these sites approved?

answer: N

errrrr........... that wasn't a yes or no question

answer: Y

:headwall:

I know everyone has a long list of reasons why they don't use ibill, and they have been hanging on by the skin of their teeth for a couple of years now, but ibill SHITS on epoch, for service, conversions, reporting, you name it! I wish I had never switched. Epoch offers NOTHING that ibill doesn't except less rumours of falling over.

If anyone is looking for processing, DO NOT USE EPOCH. They are NOT interested in your business, unless of course you are silvercash or you have your lips permanently attached to rand or clay's ass!!!

:grrr:

[Carrie]

I hate to say it but I'm about as fed up as CJ is.
Passwords not working, can't get into our program setup and affilaite area, still waiting for another password on that - we've been told that the problems are because our account was added when they were switching over so we got stuck somewhere in the middle.
It takes multiple people and multiple emails to solve one problem (like what is my password), god knows how many days to get a response, and asking direct questions when I phrase it like "is it this or this?" gets me a yes or no response... not "this" and not "that".

Example...
Q: "Is the sky red or blue?"
A: "Yes. Let me know if you need any more help."

It's been over a month and we STILL haven't been able to set anything up whatsoever. Nothing.

I'm extremely unsatisfied at this point, especially after the reputation that made us choose Epoch in the first place. They're certainly not living up to it.

[Sausage]

I couldn't agree more.

10+ emails and still no action on a very simple issue.

It's looking like Jettis, CCBill and Ibill are the 3 left standing at this point. Epoch isn't even in the equation.

[Epoch]

If you have an email request which has gone unanswered please phone support or your account rep. We receive an enormous amount of spam and some of your emails may be getting filtered.

Celebrity sites will not be setup - VISA will not register these sites any longer.

If you have a reporting issue please email reports@paycom.net

Carrie call Langston in support

Clay
EPOCH

[BradShaw]

CJ, we have never had problems getting emails answered with Epoch. I only do 20 sales on a GOOD day. Also, the wires have arrived on time for last 2 years.

[Carrie]

Update on my situation - one phone call with Langston today and I ended up with everything I needed. Passwords, URLs, everything. He ended up having to send me two emails because the information I had gotten so far was so incomplete, but now I've got it and we can start setting things up.

WOOOHOOO!!!!!!!!! THANK YOU LANGSTON!!!!!!!!

[cj]

Originally posted by Epoch@Feb 3 2004, 12:25 PM
If you have an email request which has gone unanswered please phone support or your account rep. We receive an enormous amount of spam and some of your emails may be getting filtered.

Celebrity sites will not be setup - VISA will not register these sites any longer.

If you have a reporting issue please email reports@paycom.net

Carrie call Langston in support

Clay
EPOCH
emails are getting filtered due to spam?!?!?
what a joke of an excuse. My support rep DID respond to my email, just not with any answers, so that excuse is crap right off the bat.

the sites I have been trying to get approval for are not celebrity sites, they are online magazines with celebrities in them, licensed, provided by the photographer. visa does NOT have a problem with these type of sites so stop bullshitting me, they have a problem with the type of celebrity sites you have processed for in the past, hence why they won't process them 'any longer'.

first of all my support rep set them up without question, then rand jumped in and said no, then i showed him the sites and he was going to talk to compliance about them because they are NOT what you are assuming. Your answer is the first thing I have heard back after the last time i brought this up on the board. Why did you put me through 2 weeks of being ignored if you were not going to bother having your lawyers *look* at the sites in the first place? And why did I have to bring this to the board to get your answer?

Epoch wouldn't keep many customers (apart from Brad Shaw) if it wasn't for the industry's desperation in the last 6 months to work with any processor who will have them. Now that there are a lot of better alternatives cropping up, i'd say DAYS ARE NUMBERED!

You did me a favor in a way, because I was forced to seek an alternative which is a lot better in the long run. But some simple customer service and courtesy would have gone a long way to prevent me bringing the issues to the board.

Looking at the rest of this thread, i'm obviously not the only one.

[cj]

OH MY GOD!! I just spoke to someone at Epoch who is on the ball!!!! (every company should have a good damage control person!!)

Thank you Jeff ;-)

Maybe .... just maybe ... I will find something positive to say soon :okthumb:

[Dianna Vesta]

Jettis had a support lag but picked up pace. They didn't change or enhance their interface, that could be better but all in all it's been pretty damn good. Then again I've got own merchant accounts and gateways are easy to change over. Rebills are always another story.

[Sausage]

I just get nervous when support starts to become flakey, and emails take a while to get answered. It's the first thing that started happening before the demise of WSB, Probilling, Globill etc etc.

[rand]

CJ -- I dug up our emails about this subject.

This is what I told you on the 16th of January. (I am not putting your correspondence on the board)

1st email:

Thanks for the email. -- What site were you wanting those billing models for? I know you are trying to get (your website) set up, but we can not process for that site. Let me know if I've got the wrong (website).
--Rand

2nd email:

CJ,

I will submit your (email) for response from our legal and risk management department. If we are unable to process for these sites, it would be due to Visa regulations. Of course, we want to process for as many compliant sites as possible.

--Rand


--- I understand your willingness to adjust your sites but the fact of the matter is that this is out of our hands. Visa will not allow any 3rd party transaction companies to process for any new celebrity sites. That is not an Epoch policy, it is a Visa policy. We, I , worked with you to accommodate your billing models but when I found out what you wanted to bill for I told you that we could not do so. We have an entire portfolio to consider after all. If you've found a IPSP that was willing to take your new sites, Visa will be looking at that. Heads up.

If indeed you did not get a timely reply from our legal department, I apologize. That shouldn't happen. It's unfortunate that we could not accommodate your request, but right or wrong that's just the way it is.

Every account is important. I don't care if you only have 20 sales a day. I've seen programs like that take off over time. Good luck to you.



== To all ==

For the record these are the email addresses to use when making requests to Epoch:

Tech Support: support@epochsystems.com
Compliance: compliance@@epochsystems.com
Sales: sales@epochsystems.com
Legal: legal@epochsystems.com
Reports: reports@paycom.net
Accounting: accounting@epochsystems.com

Always include your Master Code when making a request and use the email address we have on file for your account.

Response time varies by department but should not exceed 2 business days for any department. Tech support response time is generally less than one hour (24/7/365). Feel free to CC me if you ever need to make a 2nd request or need further clarification on anything. Rand@epochsystems.com.



Last edited by rand at Feb 4 2004, 10:45 AM

[cj]

Rand, like i've said repeatedly ... the correspondence never went any further than these 2 emails. that's the problem.

if you guys spent as much time on support & following up with clients as on damage control posts there probably wouldnt be this thread.