Expensive and unreliable

  • 1steve1

    (@1steve1)


    6 years ago

    The minor bad bits:
    1.5% fees are ridiculous – competitors charge between free and 0.5%.
    Support send copy and paste emails only – no response to specific questions

    The major bad bit:
    We were recently contacted by a customer to say the BTC payment gateway was down. When we checked they were right. Contacted support and had a response that they were completing scheduled maintenance and it would be back ‘soon’. Absolutely unacceptable for a payment processor to deliberately take down their service with no advance warning to users or even the courtesy to send a mail when it went down.

    In the week that we were using this service we received around $20,000 in BTC but who knows how much we lost in sales before that customer contacted us. If You can’t rely on a service to be available or to be warned of planned maintenance then it’s sadly useless.

    The one good bit:
    Good white label integration with Woocommerce.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Author gourl

    (@gourl)

    We had unexpected maintenance for Bitcoin gateway due to Bitcoin Cash fork. It successfully finished and all our gateways continue working as usual. New BitcoinSV gateway was added.

    We publish all updates on our Twitter – https://twitter.com/CryptocoinAPI

    Thread Starter 1steve1

    (@1steve1)

    Your response to our email at the time was:
    “Our Gateway for Bitcoin is currently under maintenance (upgrading hardware). It will be finished during today. Alternatively, you can use our Litecoin/Dash/BitcoinCash gateways which working now.”

    I don’t understand how the BSV fork would cause a hardware problem with your BTC gateway or, if it did, why BCH would still work without any problem. It’s fairly clear that one of your responses is attempting to mislead us.

    Whether planned or unplanned, your failure to communicate the downtime to your customers means that your service is only suitable for hobby use. Not fit for purpose for commercial use.

    Plugin Author gourl

    (@gourl)

    Our Bitcoin Gateway was on the maintenance less than 1 day from last 365 days; our bitcoin wallet is very heavy 5GB+ and it took time re-check wallet by bitcoin daemon. Our Bitcoin Gateway was up another 364 days! I.e. reliable!
    BCH / other altcoins received upgrades during 20min (very fast).

    Thread Starter 1steve1

    (@1steve1)

    You didn’t give any warning of the maintenance or information once it had happened. You also don’t seem to think that lying to your customers and making up excuses is a problem?

    Just admit when you’ve got something wrong and take it as an opportunity to improve how you do things. Good customer service isn’t rocket science.

    Your plugin is suitable for hobby use – for any other companies reading this, do not rely on Gourl as your primary payment gateway.

    Plugin Author gourl

    (@gourl)

    It just your personal opinion. We publish all updates on our Twitter – https://twitter.com/CryptocoinAPI

    Please read our terms & conditions which you accepted before

    Thread Starter 1steve1

    (@1steve1)

    You’ve mentioned about Twitter twice now but you didn’t publish anything about this downtime on there.

    What have your terms and conditions got to do with a review?

    We’ve told you what you got wrong and have highlighted it for other potential users of your service.

    You really are missing the point here and clearly aren’t going to improve how you do things. It’s a shame but good for other people to see at least.

Viewing 6 replies - 1 through 6 (of 6 total)
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