Help with Gift Card problem

[TJD]

A couple of months ago Lordz gave me a Slitherine gift card for services rendered. I've used it a couple of times and there are still $29 remaining. I tried to use it again recently and the Plimus page threw an error:

I contacted Slitherine support about this last Thursday and was told that I'd have to wait for a resolution until after the weekend. In follow-ups, I was told that it was a Plimus/Blue Snap issue and Support was waiting to hear back from them. I got a little tired of waiting so today I contacted Plimus directly and they responded thus:

Thank you for contacting BlueSnap.

Unfortunately we are unable to assist you with your inquiry.

BlueSnap is a third party under contract with the merchant/manufacturer of this product to process orders and collect payments only. We do not have specific information about the product or have the authority to make decisions about discounts, refunds or any other product related issues.

Please contact the merchant/manufacturer directly at <info@slitherine.co.uk > for any further assistance or questions / requests you may have.

So I'm in circular hell here.

Can anyone help? I have to say, this is the first time I've ever found Slitherine's support to be less than stellar. But this is pretty bad.

Thanks,

Tim

[pipfromslitherine]

Sorry you are still having trouble with this. I am sure the support team are trying to get to the bottom of it with Plimus, but I will point them to this post to ensure they see it.

Cheers

Pip

[VPaulus]

Hi Tim,

I'm afraid there's nothing we can do on our side until Plimus/Bluesnap fix the issue.
We tried to get an update this morning (23/10), but the reply was that they were still looking in to this matter.
I'm sorry for all the inconveniences.

[TJD]

Hi Tim,

I'm afraid there's nothing we can do on our side until Plimus/Bluesnap fix the issue.
We tried to get an update this morning (23/10), but the reply was that they were still looking in to this matter.
I'm sorry for all the inconveniences.

Thanks for your responses, guys. I appreciate it. VPaulus, Plimus/Bluesnap told me it was Slitherine's problem, though, not theirs. See the except from their letter to me above. I'm pretty confused.

Thanks,

Tim

[VPaulus]

Hi Tim,

That's a generic reply you received. They haven't even have looked into your specific case and what they are suggesting is that you should talk to us, which is always the best thing to do when you are having an issue related with a Plimus/Bluesnap order.
However that doesn't mean that the cause of the issue isn't on their side. All gift card processing is done on their systems.

[IainMcNeil]

Hi Tim

sorry you are having problems but this is absolutely 100% a Bluesnap issue and their tech support have been trying to fix it since it was reported and we have chased them a number of times and they keep saying they are trying to resolve it. The reply they sent is a generic one because Plimus have thousands of customers with a generic setup. We are one of their biggest and our set up is completely custom. Their tech support people only know the generic system used on the thousands of other accounts and are not really equipped to support our account so we do all of our support ourselves. You should always come to us as we are the only ones who know how it works.

Once again apologies for the problems but it is only something they can fix and we are chasing them hard to do so. If they tell us they are unable to fix it then we'll work out something else with you but if you can hang on for a few more days we'll see where they get to.

Thanks!

[TJD]

OK, guys, thanks very much! Really appreciate all the responses.

Best,

Tim

[TJD]

Issue resolved! Thanks very much for the help and attention, guys.

Best,

Tim

[IainMcNeil]

Hi TJD,

we're trying to track where this went wrong. Can you remember when you first used this coupon and who sent it to you and when? The coupon is in completely the wrong format so something went wrong at the time it was issued and we're trying to work out what.

Thanks!

[TJD]

Hi TJD,

we're trying to track where this went wrong. Can you remember when you first used this coupon and who sent it to you and when? The coupon is in completely the wrong format so something went wrong at the time it was issued and we're trying to work out what.

Thanks!

Hi Iain:

Christian B from Support has been in touch with the same questions and I've given him that information via email. If there's anything else I can do to help you guys, please don't hesitate to contact me directly at tjd DOT jeuxdeguerre AT gmail DOT com

Best,

Tim

[IainMcNeil]

Thanks - we can see what is broken but not why it broke. Your coupon code is not valid but we dont know how it got in to the system so we'll keep digging.