Curious what people running washes day to day find most frustrating about their POS/software provider. Support times, fees, being stuck in a contract, downtime, whatever it is for you. Trying to figure out what's actually the big headache vs just a minor annoyance. If you've used more than one provider and can compare that'd be really helpful too.
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What's the most frustrating part of dealing with your POS/software provider?
- Thread starter Marcelo
- Start date
We're transitioning to Everwash for our memberships. The app uses Stripe. No complaints there, so I consider it by default the perfect processor for us.
One of our locations uses Priority Payments (MXMerchant). We'll still use that for our pay as you go customers. With the membership system, it was great. Twice a year, we could expect a downage that would be fixed.
PlugnPay is another we have used for our memberships and for pay as you go customers. It used to be great, but it's gone downhill. For some annoying reason, it requires us to put in the currency for member updates as USD. To me, they should have a default for that. Another problem is that when we update an expiration, the system requires the whole card number put back in. If you don't do it, it won't save the information. Once positive with Plug is that their support tickets are quickly responded to.
For self-sere it's WorldPay. When it comes to processing, they have been the worse. Their help cannot do anything for you.
One of our locations uses Priority Payments (MXMerchant). We'll still use that for our pay as you go customers. With the membership system, it was great. Twice a year, we could expect a downage that would be fixed.
PlugnPay is another we have used for our memberships and for pay as you go customers. It used to be great, but it's gone downhill. For some annoying reason, it requires us to put in the currency for member updates as USD. To me, they should have a default for that. Another problem is that when we update an expiration, the system requires the whole card number put back in. If you don't do it, it won't save the information. Once positive with Plug is that their support tickets are quickly responded to.
For self-sere it's WorldPay. When it comes to processing, they have been the worse. Their help cannot do anything for you.
schnapdragron
Member
This is exactly the kind of detail I was hoping for, thank you. On the PlugnPay card re-entry thing, roughly how often does that come up, is that a once-in-a-while annoyance or something you're dealing with regularly? And on WorldPay, when support "can't do anything," what does that actually look like, long wait times, no real fix offered, something else?
With Plug, the expiration issue comes up whenever a card expires. So in theory, however many customers you have you know you’re gonna deal with that.
With Worldpay, it is a long wait times and no real fix offered. They’ll just tell you someone will get back to you, which will never happen.
That expiration thing is really interesting, since it means the pain literally grows with your membership base. Roughly how many of your members would you guess deal with an expired card in a given month, and when it happens, does it usually mean they just drop off, or do they eventually get it sorted?
About five to ten per month. Most do get it sorted.
