Kwakkelflap: tools for the IT pro

Thursday, January 11, 2007

First problems with Plimus?

I've been using Plimus for 3 days now. Orders are coming in, and everything seems fine. But yesterday, I received a mail from a customer who told me that Plimus tried to contact him by phone because his order was flagged as fraudulent:
"While reviewing your order for Service - O - Matic we noticed that the phone number you entered is either incorrect/incomplete or we were unable to reach you at that number, please send us a phone number where we can reach you at so that we can process your order."

At first, I didn't know what to think about it. It never happened to me using RegNow. Yes, I had fraudulent orders, but they never contacted the customer by phone for all I know. In response, I send the customer an email with download instructions right away. I always try to give a customer the benefit of the doubt. If the order wasn't fraudulent, then the customer had to wait for the full version. If the order was fraudulent, then that person didn't want to pay for it anyway, and might resort to other means of getting the software for free.

The biggest problem for me is the phone call itself. I don't know about you, but personally I hate phone calls. I think it's highly intrusive. Not only that, but Plimus is in a different time zone. They made the call more than 6 hours after the order, and it was 22 o'clock local time! I sell to business most of the time, and I know that I won't be answering business calls at 22 in the evening. No wonder the customer didn't answer the phone.

Anyway, I contacted Plimus about this, and they advised me to use a different order processing company if I didn't want them to phone my customers. They have to make a ton of money if they don't want a vendor that earned $1500+ in the first 3 days (hey, I told you January would be a good month).

I'm not sure how frequent these calls are. I'll be checking this in the future.

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