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September 07, 2004

How to run a crappy ecommerce site: element5

Well my ongoing difficulties with Element 5 continue. These folks do credit-card processing for various online merchants, and they really don't seem to "get it" on customer service.

First, they are located in Europe, so any authorization they perform for US-based customers are flagged as "suspicious" by the credit card companies. This is not really their fault - they are where they are - but looking on their website does not provide one single clue on "how to deal with us if you're in the United States".

On a previous purchase - from the dimwits at Central Command, a US-based company that uses a European processor - I attempted five transactions on three different cards without success, but the only information one gets from the denial messages or from the website doesn't say say anything like "Hey, we're in Europe, this is how we recommend you talk to your credit card company". Instead they mainly suggest making sure I entered my card number correctly and calling my bank.

The dimwits at Central Command saw positively nothing wrong with using a European processor, and they lost a multi-hundred dollar sale because it was just too hard to do business with them. I can understand why somebody in Europe would use them, but I have not met anybody who knew anything about this business who could find a good reason for an American company to do this.

So today I tried to make a $70 purchase from a Russian company (Famatech, the makers of the outstanding RAdmin remote-access software), and of course it was denied this time. Rather than play games with my credit card company, I tried calling Element5's US-based support number.

I hung on hold for 90 minutes before being disconnected by their phone system, and when I called back I was told that their offices were closed, and had been for the last 30 minutes. These guys haven't figured out how to run their call center properly to at least cut off the calls when there was no chance of answering, or (better) play a message apologizing for this. I guess I'm not their customer, so they don't really care.

Element 5 is owned by Digital River, a large US-based processor, but this doesn't seem to make any difference to the banks. I find it very hard to believe that I'm the only one who has this problem or is exasperated that there doesn't seem to be a way to resolve this.

Posted by steve at September 7, 2004 06:26 PM

Comments

I too have had problems with element5. No problem getting the charge to show up on my credit card, but never received mechandise! Only way to deal with them was via Email and they just said they "reshipped" my program and wait another 14 days! Tried contacting the actual manufacturer of the software and they said it wasn't their fault but element5's fault, so deal with them! Already paying interest on my software purchase but have yet to even see it. These are the worst online merchants I've ever dealt with in over 5 years of net purchasing. Avoid anyone who uses element5!

Posted by: David at April 9, 2005 11:06 AM

Roger that - we ran a test purchase with element5 - only to find that they do not pay affiliates!

NOTE: THEY DO NOT PAY AFFILIATES CORRECTLY (in their favour, obviously, it seems)

They really suck. The customer service is the worst I have ever seen. Basically told me to go away... hey, that's the way to get business...not. And after hours on the 'phone on an international call. grrr

I hope the companies using element5 will soon realise how much business they may be losing because of hacked-off affiliates...

Peace guys - nice to hear I'm not alone ;)

Posted by: dream at June 9, 2005 12:46 PM

I ordered software and vever received anything, I sent an email and never received a reply

Posted by: ed at March 8, 2006 10:46 AM

I have been getting the run around in the same fashion that is described. A & W Telecom is the one that received my money and Pc Tools claim I have not paid and therefor I am unable to use the program that was ordered By Name Registry Pro. It is a rotten way of doing business.
JIm

Posted by: James at August 15, 2006 07:40 AM