PROTX to become Sage Pay?!

[guccij]

Hi,

Cant email you as your forum settings here dont allow me

Maybe call him again? 01772 693128

[tentastic]

Hi,

Thanks for all your help. I have been in meetings all afternoon and gone back to the site now and by magic it is working. I do not understand as it was not touched by anyone im just thankful it is working (lets hope it lasts).

If it was someone at Sage finaly fixing the error then thankyou but still 5 days of lost orders hurts.

Thanks again all the suggestions

[Joe_SagePay]

Hi,

I'm really pleased it's fixed but sorry that it took some time. Im going to speak to our team member here who dealing with it to see what they investigated and what their findings were.

Best wishes,

Joe

[leehack]

Do PROTX/Sage Pay compensate like HSBC do and have done in the past when they are at fault? Allowing it to go on for 5 days is a pretty bad site owner mistake, put Paypal up as temp measure if nothing else. Surely PROTX must be responsible if you've changed nothing though, so perhaps they should compensate accordingly.

[plantsforshade]

Now this may be chance but over the last three days we have had 50% sage pay and 50% paypal orders, normally we would have expected 80/20 to 90/10 in favour of PROTX which is the default PSP! I don't think we have lost any orders but the public don't seem to trust Sage Pay at least at first.

Regards

Nigel

[Buzby]

We too are also seeing a huge increase in Paypal payments this week.

One regular customer abandoned Sage and only returned when we e-mailed her.

I didn't go with Actinic Payments as I felt they were an unknown brand, may now have to reconsider.

[Nick C]

According to the protx support team member I spoke to a couple of weeks back, most people only add their custom logo to the payment page on the form. With that in mind, I wonder how many are actually happy with the new look?

Thankfully I'm still in test mode, as I think the the placement of our logo is bloody horrendous with this new "tuppence" background image. Who in their right mind went "you know what, that works, let's use the squiggles"?

I attach mine for your amusement.

And while I'm whining, stumbling onto this thread was the first notification I'd received of the brand change, no email.

[Nick C]

And further joy...

"Sage pay are experiencing an unexpected high level of calls, please call again later........"

Sigh, should have stayed in bed this morning.

Edit: Second attempt and I got a line, sadly I was 18th in the queue. Now heading back to bed.

[guccij]

Just a note to Joe_SagePay

Our customers clearly don't understand the rebranding. Couldn't believe it when I did yesterday's bank reconciliation and only ONE customer paid using SagePay/Protx.

All the others used HSBC (online) or AP (MOTO).

That has never happened before.

--edit--

and so far only one customer using Sage/Protx today as well. Doesn't bode well, does it?

[fergusw]

Our customers clearly don't understand the re-branding.

I think a more protracted staged release may have been better!

e.g.
Stage 1: Inform ALL PROTX merchants using the VSP admin page notification about upcoming change, rather than emailing all clients.
Stage 2: Announce publicly that PROTX will be changing "in x months time" to SagePay
Stage 3: Launch online and offline publicity campaign to raise awareness about change e.g. Norwich Union to Aviva!
Stage 4: Change systems across, (URLs etc) leaving the PROTX pages and logos looking the same and called the same.
Stage 5: Introduce "soon to become SagePay" messages within PROTX checkout pages over several months.
Stage 6: Migrate/Merge logos

Slowly, slowly catchy monkey.
Hindsight is a wonderful thing though......

[Nick C]

Just a quick update, after being in a telephone queue for 20 mins today, I finally got hold of a friendly Protx/Sage representative. I was looking for the templates for the new "form". The lady very kindly directed me to where I could find the template on the new site. As the file was downloading I asked if the zip file contained the new sage templates? Well it seems it doesn't, she's sending them to me via email.

As mentioned above, hindsight is a great thing, but I truly believe this has been a very poor launch.

And as for existing Sage customers: http://www.sagepay.com/existing_sage_customers.html

[leehack]

Scarey stuff huh, oh for a bit of thought, preparation and planning.

[paulh69]

problem doesn't appear to be rebranding, more the sagepay site is just unreliable

[Joe_SagePay]

Hi,

I appreciate your comments, I'm here to collect feedback and pass it on to our various departments here and our managing director.

Two emails were sent to every contact on our books, outlining the changes and the timetable, including links required for the new logos and URLs and so forth. So I'm talking about tens of thousands, rather that just specific contact types such as primary contacts. Obviously it's a great concern to me that so many people did not appear to receive either of these emails. As you can appreciate, as we do with invoices and all other forms of contact, being a paperless company (or trying to be) we rely on emails for notifcation of changes. It is not feasible for us to get the message out using another method, such as phonecalls.

We are investigating your reports of non receipt of emails.

As a consequence of the rebrand and the assosiated queries that naturally come with such a move the call volumes and ticket incidents are very high and we are working to reduce this queue so our call levels return to normal. We have months worth of data now suggesting that our average call length is sub minute, with internal targets of a fraction of this - so I appreciate that waiting on the phone is a total pain in the backside and it pains me that you have had such a poor experience this week, let me extend my apologies and those of our customer service team, but let me also say that this is not the 'normal' level of service we are looking to supply and I look forward to the queues returning to levels that I consider acceptable to you, our valued customers.

In regards to the branding and peoples confidence - I can report that the growth of both transaction levels and application levels has remained unchanged; I was concerned after your reports so we ran some queries to examine the numbers we are processing and the number of new customers applying for our services and although numbers do not take your individual cases into account directly, there is no trend I can see, given the evidence I have examined, to suggest any dramatic changes in processing.

I will definately pass all of your comments on, its important to me that your message gets accross and that your opinion is heard. I am compiling all the feedback I have been receiving so I can pass it on.

As always, I'm here to help, so all you need to do in order to have a problem solved or discussed, is let me know.

Best wishes,

Joe

[TraceyHand]

For the record, we have 2 Protx accounts and neither account received ANY emails.