We are writing this post because, despite continued efforts on our part, Paypal have still not resolved an issue that cropped up for us on 15 May and that affects some of you, our members.
If you are an upgraded StatCounter member and you pay us via Paypal, please be aware that you may not receive your StatCounter invoice for some time. This is because Paypal have been unable to provide us with a complete payments file since 15 May.
While we know that all services can experience “bumps” from time-to-time, there is no excuse for repeatedly ignoring your customers over a prolonged period of time.
The apparent absence of concern or interest from Paypal with regard to this issue has severely damaged the reputation of this company in our eyes. Our support tickets to Paypal are answered with a generic “I’m sorry but we don’t have an update for you at this time” – this is simply not acceptable!
Note that to compensate for the poor service being provided by Paypal, we will be manually (!!) creating as many invoices as possible over the coming days, however, we estimate that we will be unable to create invoices for approximately 10% of our Paypal subscribers until such time as Paypal gets its act together.
We are considering removing Paypal as a payment option entirely for new subscribers to StatCounter due to:
- The time and costs that we will incur as a result of the problems with Paypal;
- But in particular as a result of the inconvenience it causes to you our members
Since wasting time and resources on Paypal issues, means we have less time to devote to you and to improving our service… is it time to show Paypal the door?
Update: To avoid confusion we would like to clarify that, we have, of course, been in regular phone contact with Paypal in addition to submitting email tickets. Assistance has not been forthcoming via either contact method.
Update 2: In an effort to make contact with Paypal via another avenue we posted on the Paypal Developer Forum yesterday. There has still been no response from Paypal although it appears that other tickets posted after our one have been answered.