PDQ, Vitual and Headaches

[blake247]

Okay, freaking lovely. For the past two days I've been unable to accept credit cards. The first thing I thought was my internet connection was down...nope...works fantastic! Pinged other sites, sent out test emails like a spammer selling viagra...worked flawlessly....ALL but Vital. Sorry, but what the hell is going on? Fortunately my distributor contact has been awesome.

"PDQ was informed that Vital for the Access product line prevented credit card sales for some units. It was observed that some would while others would not. The fault was the WinCE version operating system on the controller card. Those running WinCE version 1.5 were able to process credit cards while those with versions 1.2/1.3 were not.

They have looked for lower impact solutions but as of right now the only solutions to reestablish credit card processing are:

1. Convert to EFSnet or Authorize.net with a software upgrade to 8.00.02 on the controller.
2. Order and install a replacement controller board (all boards shipped after 7/2007 have updated WinCE).
a. These orders will be processed under a warranty process (parts only)
b. A limited number of these controllers are in stock and they are working to fill the pipe line.

Unsettle batches can be settled through the Access with a controller board running the 1.5 version. This should be only done by a trained technician."

Is anyone else going through this? Either method is going to cost me a hefty wad of cash. Ya know, it would be nice if we Access owners were given a heads up to prepare vs. well this doesn't work, fork over $$$$$ and you can continue business. What method has worked for you? Please advise, I'm at my wits end.

 

[Obeco1]

You pretty much summed up the same story they gave me, I have one access that works and one that doesnt. The only advice I have is dont ever ever buy another access ever.

 

[ScottV]

I"m not sure that I would blame PDQ or Access for this mess. 5 years ago when I built my wash, the Access units used VITAL as their card processor and my bank was linked up with VITAL so it was a perfect world. VITAL has made a number of changes in their methods, processes, and security protocols which caused my bank to begin looking for another merchant services provide during the summer of '08.

Back in Sept '08 our Access units stopped accepting credit cards and it was a software change made by VITAL. Nobody knew about it, VITAL denied making the change and we were out of business for 2 days. At that time our PDQ distributor told me that I should change away from VITAL and use EFS.net or Authorize.net. I didnt, and now I'm in the same boat as you.

I can't accept credit / debit cards in the busiest time of the year, and when 50% of my customers use them! If I stick with VITAL it's a new board ($1,000) upgrade per machine. To hell with them, they've screwed me over twice and I'm not using them anymore. I'm working with my bank to make sure that their new merchant services provider (NOVA) works with either EFS or Authorize.net. I'm making the switch today.

Not sure if it will cost me more in transaction fees, but I have a sinking suspicion that it will.

Best of luck!

ScottV

 

[blake247]

Whats the easiest way to convert to efs.net or authorize.net? Does this new board provide any other updates such as bug fixes, new features etc?

 

[Mike]

Blake,

You can go to our website pdqinc.com and click on the Access link with what looks like a stamp (saying approved) over it on the left side of the web page. On the bottom of that page you will find credit card processors that can help you convert over on the banking end.( I suggest shopping around for the best price)

All you need to do is download 8.0.2 software from our operator website and call PDQ Tech support we can walk you thru how to download software so you are compliant with the new regulations. (You will need a compact flash card and computer) This is a semi complex task should be done with the help of a local qualified tech, but we have walked numerous operators thru the process.

You should have your EFS or Authorize.net info set up and ready to go before loading the new PABP compliant software on to your access units.

EFS and Authorize.net processors can be used with any Access S series controller. But with Vital you need a controller with a WindowsCE build version of 1.5 or higher.

You can look on the back of the controllers and see a sticker that will tell you the build version. If you have 1.5 or higher you can still process with Vital.

Any questions please feel free to contact PDQ Technical Services.
1.800.227.3373 7AM -5PM CT.

 

[Mike]

FYI for all the operators out there with Vital issues.

PDQ is supplying controller boards with the proper WindowCE version to still be able to process with Vital.
(But to be PABP compliant you must use EFS or Authorize.net)

Contact your local Distributor for details. If you can't contact your distributor contact PDQ Parts Sales direct.

The board will be privided free of charge on the condition that you send your old one back to PDQ.
(PDQ will not cover any labor charges related to changing out board.)

PDQ strongly advises operators to use EFS or Authorize.net.

Any questions please feel free to call PDQ.