Merchant support problem

[Vickie]

I tried to purchase Merchant Express for my client early on July 3. After I submitted the order I was bounced to the home page with no evidence that my order went through. I contacted support and was told I'd receive an e-mail from Merchant regarding the purchase. I never did, so I contacted them again. I have contacted them regularly since then and have been told they were looking into it, etc., but have never received a resolution.

This is embarrassing, as I have recommended this software for my client and she is anxious to proceed. I have never had to use Miva support before. The forums have been so very helpful. What is up with Miva support? Is this the kind of service we can expect from them?

[Bruce - PhosphorMedia]

Re: Merchant support problem

Hard to say since this is a one-sided story (not blaming you or anything, just that I know from experiance how support stories go)--however, this is odd. Even so MIVA support is, at best, animic....they usually handle customer support issues such as ordering fairly well. Try to calmly move it up the food chain in support.

[Vickie]

Re: Merchant support problem

Thanks, Bruce. I will be, and have been, calm. After 3 days my patience is wearing, but I'll keep your advice in mind.

Hmm....amazingly enough I just got a return call from Miva support. (Are you Bruce Almighty, by chance?) The customer support personnel have been exceptionally nice WHEN I COULD TALK WITH THEM! This person was, as well, and it turns out there may be an issue with Safari browsers. Apparently the order did not go through, and I am to try again.

Thanks again for your attention to this.

[leslienord]

Re: Merchant support problem

Just food for thought, my preferred Mac browser is Firefox. I realize that doesn't resolve the issues of Safari not working. I think there are other MM/Safari issues that have cropped up. Keep that in mind when testing.

[Vickie]

Re: Merchant support problem

Thanks, Leslie. My preferred Mac browser is Firefox, too. I have been warned by some of my financial institutions, though, about security issues with it. (Don't know what, just not supported or something.) That is why I used Safari for the order.
Thanks again!
v.