HSBS Secure Epayments failure - Page 12

Nomadsounds · #**111** 8th April 2008, 08:10

Thanks for the update. At least with this forum we can find out what is going/gone on! No thanks to HSBC!

DerekB · #**112** 8th April 2008, 08:21

Exactly. Make sure you complain by email to secure-epayments at hsbc.com, copy your commercial manager in all correspondence. I have already emailed them to advise them how to handle their customer service in such situations, as they themselves have obviously not got a ****ing clue. For example, what is the use of saying they will post a message on the secure epayments website when the system is restored? I have made the point that because of this, I have now spent eight hours checking for this message every ten minutes, time that I will expect them to pay for. I have suggested that they offer customers the option of being advised by SMS as soon as the system is restored. Hardly rocket science. I am also this time attacking the issue of losses in a different way. We can all (roughly) calculate the actual lost orders for a period of time based on averages over a time period. What we cannot do is to quantify how many customers are lost for ever afterwards. I am asking for substantial compensation above my actual losses to enable me to generate business via advertising to compensate for the unquantifable losses that have undoubtedly been caused by these three incidents this year.

jd1977 · #**113** 8th April 2008, 12:04

12:03 still down, that's quite appauling. I havent phoned them yet either, cant be bothered, they should inform me instead.

matty262 · #**114** 8th April 2008, 12:09

I didn't realise until 8.30 this morning that it was down AGAIN! They had the nerve to offer me a small fraction of the compensation claim last week but that is a good idea of DerekB and I shall certainly be throwing in the extra advertising required if they come back again with anything less than I have asked for. My relationship manager has been pretty good though and increased our overdraft without a problem to make sure we were covered for the cashflow. I would urge you all though to get a backup system in place get it all up and running then drop secure epayments because this is not the last time this will happen as the system is clearly unstable. I now have protx as well plus I am changing my merchant account (still hsbc but not the secure e-payments one) and got a 10p reduction in debit card transactions and a 0.8% reduction in credit cards and the new account will not be linked in anyway to secure e-payments - and that has to be a good thing!

sculli · #**115** 8th April 2008, 12:38

It would appear that the website is now functioning again. However all records of past sales and current unshipped have been deleted............
What a mess!

NickW · #**116** 8th April 2008, 12:38

The secure ePayments website appears to be back online, however when trying to view reports the following errors are returned:

1004 - No Reports definition is configured for ReportName: 'CCE_T_SC_A_A_V2'.

1004 - No Reports definition is configured for ReportName: 'CCE_CurrentBatch_Total'.

Therefore, I am instructing my staff to avoid taking telephone orders using secure ePayments as there are clearly still database issues.

DerekB · #**117** 8th April 2008, 12:39

I can now log in, but when trying to access any reports I get the following error message:A problem occurred while processing your request1004 - No Reports definition is configured for ReportName: 'CCE_T_SC_A_A_V2'.
Please contact your administrator if the problem persists
I assume that they have got the actual website back up, and are now putting a couple of new duracell batteries in the data disk drive units. Or perhaps waiting for someone to come back from the shops with more cheese for the mouse-wheel driveshaft.

NickW · #**118** 8th April 2008, 12:46

Has anyone dared to put a manual transaction through or taken a web order yet?

sculli · #**119** 8th April 2008, 12:50

Yes - I have just had two web orders come through but no customer details. Do I contact the customer now and say sorry HSBC have lost your card details or do I wait and see if they miraculously appear?

NickW · #**120** 8th April 2008, 13:03

The incompetance of the HSBC secure ePayments team is staggering:

It seems that now they have prematurely allowed access to a system that is not functioning correctly, thereby causing further confusion and frustration, with the possible bonus of more expense for the merchants as their customers data goes missing.

Absolutely unbelievable.