If you are considering purchasing Mail Order Manager be advised that MOM technical support takes at least 30 minutes to answer the phone. From my past experience this is a relatively short hold time. They also do not have a toll free number to call for tech support. Frustrating! I realize that phones get clogged, but they could do much better in this area--at least give you an estimated time of how much of your life you will have to waste waiting for them to answer. With OrderMotion I could get through immediately.
I also sent in a customer support email about this same situation I was having. Their disclaimer on emails is that they can take up to 48 hour to respond. Upon reading this I immediately called tech support. It only took them about 30 minutes to respond via email. They told me to call into tech support! Funny, I was already on hold.
Anyway, I talked to a very pleasant young lady who was very helpful and was able to resolve my problem quickly. I like her, but the hold time sucks big time. She gets an "A" and MOM telephone hold time on my dime gets a "D-".
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If you're using MOM, (Dydacomp’s Mail Order Manager), you could be at risk of losing your company. Did you know that Dydacomp has complete control over your credit card processing? If you’re using MOM you’re probably using Authorize.net, First Data, Powerpay/E-onlinedata or other credit card processors and gateways that Dydacomp set up.
ReplyDeleteWhen Dydacomp set up your cc processing they became the listed reseller under the name Card Management Services LLC. In other words Dydacomp is making a percentage of every sale you run through MasterCard and Visa. Dydacomp is actually your partner. Profiting from you without disclosing is, although unethical, is not really the problem here. The real problem is Dydacomp ultimately has complete control over your credit card processing. If the majority of your sales run through credit cards, then somewhere along the line you will find yourself at their mercy.
Try negotiating your processing fees with your current credit card processor that Dydacomp set you up with. Call them and you’ll find out you can’t. Your processor and gateway will direct you to your original reseller of the account and they’ll give you this phone number 973-774-4122. When you call that number guess who answers, you got it, MOM technical support. How can MOM’s technical support team answer for Card Management Services (CMS)? You guessed it; they are one in the same. But don’t ask the Dydacomp, they’ll deny it to the end. Dydacomp will swear they never heard of CMS. If you don’t believe me try it yourself, call your credit card processor and ask them who the reseller is, see who they send you to.
The fact that Dydacomp is making money off of every MasterCard/VISA sale you make is not the risk I was talking about. Here’s where it gets scary for the owner of any company that is using MOM. Dydacomp will not allow you to use a credit card processing account that you opened on your own. You must use Dydacomp’s reseller to open the account. If you don’t believe try it. Open a new account with FirstData or any processor that Dydacomp uses, then call Dydacomp with the MIBS and TIBS #’s and you quickly find out. NO Way, you can’t do it. Try opening your own Authorize.net account and using it with MOM, no way, you can’t do that either. Everything has to be done through Dydacomp.
Dydacomp has ultimate control over your gateway and credit card processing account. They can close your Authorize .net and possibly your merchant account at any time they want, with our without your consent. It can take weeks to open a new account - imagine no income during that time.
If you haven’t read about it, credit card processing companies have found a new way to raise capital. They are implementing a little known clause in your agreement that allows them to withhold deposits as a reserve against your sales. That withholding can be from 5% to 100% of your sales for up to 11 months. Do some research on the internet and you will find out that companies are being put out of business because they’re credit card processors are withholding some or all of their funds without any warning. See what happened to internet based company, Angies’s List, who woke up one day to find $3,000,000 missing from their account one day (you read correctly – three million dollars). This issue should be researched by all business owners because it can have devastating impact on your cash flow.
Here is the bigger problem: if you’re running MOM software and it happens to you, you’re screwed. You’re limited to whoever MOM wants to offer you. Try choosing your own processor and you’ll find Dydacomp in the middle, more worried about losing their cut then they are of you losing your business.
Just be prepared when you initiate this discussion with Dydacomp. There Merchant Services division are pros. They’ll swear on their first born that they are not resellers and have no financial interest in your processor. It’s all a matter of security they claim.
If you’re running MOM and Dydacomp is trying to get you to go with FirstData/Wells Fargo you might want to check out this website first: http://www.mmdnewswire.com/wells-fargo-5038.html
ReplyDeleteHere is a quote that is the basis of the article. "Wells Fargo continues to ignore their congressional mandated and legal obligations, under Troubled Asset Relief Program ("TARP"), and instead have chosen to create substantial harm to their own loyal merchants credit card service customers. Wells is creating this harm by withholding credit card sale funds and emptying merchant accounts, without providing any prior notice to the business" explained CJ Crowell of One Star LLC. After a recent withholding of credit card payment funds, for services already performed and delivered, a drug & alcohol treatment center was left without any means to pay their employee's salaries or other financial obligations.
Wells Fargo is getting a rep for screwing their customers. Dydacomp is now pushing FirstData and they want to be your reseller and are restricting MOM users from finding their own credit card processors. This has to be stopped, MOM users need to be able to shop their own merchant accounts, and negotiate their own fees without the restrictions of Dydacomp forcing themselves in the middle as resellers. Card Service Management is Dydacomp or the other way around, who knows. They don’t care about their customers any more. You though you bought a software package, but did you know at the time they would control your credit cards and therefore control your company.
Dydacomp (Mail Order Manager) claims to have nothing to do with the reseller they use to sign you up for credit card processing and gateways. Read this press release below, go to the links or do your own search, they are the same.
ReplyDelete“US - An investor group (IG), comprised of Dydacomp Holdings Corp and Milestone Partners, acquired Card Management Services LLC, a developer of mail order management software, in a leveraged buyout transaction. Terms were not disclosed. Concurrently, IG acquired DA Kopp & Associates…
http://www.alacrastore.com/deal-snapshot/Investor_Group_acquires_Card_Management_Services_LLC_through_a_leveraged_buyout-506730
Here’s the Dydacomp MOM scam in a nutshell:
ReplyDelete1. Dydacomp / Card Management Services makes a percentage of all of your sales by getting a cut from the MasterCard/VISA credit card processor and gateway that they set up for you.
2. Dydacomp will not allow you to sign up your own credit card processing account or gateway. You can only do it through them, so they can continue to get their cut.
3. Dydacomp has ultimate control of closing your gateway account at any time. (By the way I waited until leaving Dydacomp before writing this article. Dydacomp did threaten to close my account if I made trouble)
4. If your current processor initiates a reserve withholding, which many have recently started to do, you have nowhere to go. You’re at the mercy of Dydacomp.
5. Dydacomp restricts your ability to shop around for credit card processors. If they can’t set it up and be the reseller you can’t do it, it’s that simple.
6. Dydacomp does tell you they are the reseller; they lie to your face. They pretend to be Software Company only. You invest tens of thousands of dollars and then find out they have you by the balls. They are unscrupulous when it comes to their credit card processing practices. Putting themselves in the middle as the reseller and making a profit of your credit card charges, and pretending they don’t. When you find out, they won’t let you out. You have to use them to set up a merchant account. Not sure if it is illegal but it is definitely unethical. Dydacomp should be upfront with what they are doing. If they can get you cheaper rates, great it should be your choice to use them, but they should not have control over the most important aspect of your business, your cash flow.
Until Dydacomp admits this and changes their policy everyone should stay away.
Wow, another happy customer. Yes I am aware of how Dydacomp does the cc processing. I found out when I was trying to cancel the accounts the first time around. It was not easy.
ReplyDeleteAnonymous makes some valid points, but Dydacomp has no interest in harming your company. That is how they make money.
Dydacomp helped us reduce our credit card processing rates significantly over what I could negotiate myself. We will keep our fingers crossed that this will hold.
While I hate to defend Dydacomp, it's not really fair to compare their support response times with OrderMotion's. When you are generating a minimum of $25,000 to $50,000 per year or more per merchant, as OrderMotion does, you can afford a dramatically higher ratio of support technicians to merchants than you can with whatever Dydacomp charges. I know we struggle with the economics of technical support all the time at Stone Edge Technologies, where we only charge our users $500 to $1,500 per year for maintenance contracts that include both support and program updates.
ReplyDeleteThe point isn't whether they can reduce fees, it's that they lock you into using them as a reseller for processing. If you run into problems with their processor, your stuck. You should never be forced into a credit card gateway or processor by dydacomp. For many of us who are intenet based, amost all of our income comes through credit cards, so if you're on MOM you have put your future with them. If they want to offer you these services, that's fine but it should be a choice not a demand. They should be upfront about their relationship as a reseller, but they aren't they hide it and outright lie to you about it. Unethical behavior by a company that you are putting your company's future with is a bad idea. You're either ethical or you're not, there is no in between.
ReplyDeleteI’ve had a similar experience to anonymous. Dydacomp doesn’t want to harm your company, but they don’t care if they do. Dydacomp lists themselves as a software provider, not a reseller of credit card processing. If they want to optionally get you quotes and try to save you money on processing, that is fine. But they should disclose this up front and not they force you into it. I already opened a First Data account and got cheaper rates. Dydacomp refused to allow me to use that account. They forced me to open a new account through them. No reason except they wanted to profit off each transaction. This did hurt my company. In addition they don't let you know when you purchase their software they are going to lock you in. So now you've invested in their software, invested even more in setup, to find that you have a partner in credit card processing. In my case they would make more money off the cc processing then the software itself. I can get cheaper rates without them. It is unethical plain and simple.
ReplyDeleteAnd by the way, if they set you up with First Data, beware. Don't take my word for it. Google Well Fargo and credit card processing. See how Wells Fargo has put companies out of business by putting unreasonable reserve on their cash. First Data is linked through Wells Fargo. Prepare yourself for waking up one day and finding a 10% to 100% reserves against your daily deposits.
Barney, I am not necessarily trying to compare the two. I realize that I am paying a lot less with MOM than I did with OM and something had to give. I took the fast responses with OM fro granted, I guess. Most problems with OM were small and not production stopping. With MOM I have had issues that were production stopping and I needed them resolved to get the warehouse going again. I am a little spoiled.
ReplyDeleteMarcus