Authorize.net Shuns Customers : No Plans to Fix Broken Code in Both Firefox and IE 7
Authorize.net’s web interface has always given me that 1997 kind of clunky vibe and I always dread having to use it to issue a refund. I have one eCommerce site that has a very low return rate and thus I rarely need to issue a refund. As a result I never coded in a refund process into my shopping cart which means I have to use their Virtual Terminal.
I initiated a chat session with an Authorize.net agent today and unfortunately I was told that Authorize.net could care less about helping their customers by fixing this problem:
Elaine M: Hi Tony! How may I help you?
Tony Spencer: I would like to know when Authorize.net will be fixing their website so that it will support refunds in Firefox. Currently the site is broken when you try to issue a refund and you are using Firefox for your browser. It requires you to enter a expiration date which is not visible on the original tx. Also it is broken in the new version of Internet Explorer.
Elaine M: We do not have plans to update Java Script to be compatible with Firefox, which is the issue causing the expiration date requirement.
Tony Spencer: You may want to consider fixing it soon. As I said the new version of IE is broken as well so soon you will have many users unable to use your site.
Elaine M: Authorize Net did not create Java Script, and we have built our website to be usable with the latest versions of Internet Explorer.
Tony Spencer: Its not usable with the latest version of Internet Explorer. Download IE 7 and give it try.
Heres a tip from the customer service 101 handbook guys: Lack of concern and snide sarcasm is not the path to high customer satisfaction.