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Paypal Here V1 card reader bluetooth issue + customer service issue

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hcman7
Contributor
Posted on

THIS MIGHT NOT GET POSTED BY PAYPAL, BUT JUST TO LET PAYPAL KNOW, I HAVE DECIDED TO MAKE THIS PUBLIC INFO ON THE INTERNET AND SOCIAL NETWORKS.

 

 

SUMMARY:

  1. If you are looking to buy the PayPal Here v1 for taking payments, whether new machine or second hand, think twice, just remember, once out of warranty, if the reader develops any technical issues, PayPal will only guide you with troubleshoot solution same as the manual.
  2. For your information. PayPal Here V2 according to Paypal operator Steven, whom I spoke with, stated the same company MURA also manufactures the V2 PayPal Here device.
  3. NO TECHNICAL TEAM or AFTERSALES CARE.
  4. Alternative providers you could consider: iZettle, SumUP, traditional IGENICO credit card machine, intuit, verifone, worldpay.

 

ISSUE:

Bought a paypal here V1 card reader in August 2013, tried it out when i first got it, it was working and pairing with my smartphone. 

 

Between august 2013 to Nov 2015, i have not used the reader at all, so its practically brand new. 

 

Over the weekend of 25th nov 2015, i tried to pair it with my phone to use at an exhibition. The bluetooth was not flashing and only flashing red and green on the triangle. 

 

  1. Followed manual instructions to reset device 
  2. Tried a hard reset with a pin in the side hole. Still the same. 

 

I called up Paypal to express my issues with the reader. The only thing the lady could say to me as well as the so called manager person i spoke too was that, your out of warranty, technology gets old, you will need to purchase a new paypal here machine. 
They apparently don't have repair departments. Couldn't offer me even a discount for a new machine even though in october 2015 they had promo for paypal here v2 at a promotional rate.

 

I understand i am out of warranty. But i have not used the machine since 2013. So its now 27 months later, machine practically brand new then and it doesn't work. I was not asking for a new machine or a discount on another, but trying to repair the one I got because I have never used it since buying it. I lost out on card payments over the weekend exhibition because the reader Bluetooth did not work.

 

To my understanding, paypal was telling me, paypal here card machines only last 1 year, and if a problem develops after that, i would need to buy a new one???? 

 

For Reference, i spoke to Emma who could not help me, and then passed me to Lauren their manager. To be honest with you as the customer you will never know who you are talking too, because they tell you who they are on the other side.

 

01 November 2015, I decided to give it another try to speak to a different operator at paypal, hoping someone else would be a lot more helpful because sometimes it does depend on who you spoke too. 

 

A Mr Steven was very friendly on the phone, i explained my situation to him again...But was told exactly the same things. He troubleshooted and guided me to do the hard reset and then came back with, your out of warranty, we cant do nothing to help you. You would need to buy a new paypal here reader. 

 

I then requested the following because i am extremely upset with the Paypal Here policy, customer service and aftersales service for this particular device. 

 

  1. I asked for the operators full name. He declined to disclose his surname because hes not allowed he said. Fine fair enough.
  2. I asked to speak to his manager - Was told they are both busy and not available and will give me a call back within 24 hours. This is always the case when there is an issue, the "managers are always busy or away". 
  3. I asked for the name of his manager - He told me her name was Cathrine and the other manager was Lauren.
  4. I asked what department he is from - was told he was from Product and site support team .
  5. I asked what can be done - i was told to speak to the manufacturer.
  6. I asked for the manufacturer contact details - he said there department and even his managers do not have any absolute direct contact with the manufacturer. It is there warehouse team who deal with the manufacturer and that the only time paypal speak to the manufacturer is when there is an order for a card reader.
  7. I asked for the name of the manufacturer. He told me its called MURA. I googled this and no website shows for MURA. but a similar company called Muirasystems seem to have a product which looks exactly like the paypal here v2.
  8. I asked for the manufacturer telephone or email. - He said they dont have this information.
  9. I asked where can i get this information from - He replied i have to search my self. 
  10. I asked who higher management was after Catherine and Lauren - He replied, I would absolutely have to talk to catherine or lauren first and then they are the only ones who can escalate this case to higher management.

 

Final question 11. I asked is this conversation telephone recorded. He replied yes. I said Good. 

 

CONCLUSION

 

I always had confidence using Paypal and its regular payment services and never had a problem or issues, so my customer loyalty was built there.

 

When i heard paypal was offering mobile payment solutions with a card reader i was excited that finally such a innovative company has got something people can trust and use and that when the time comes for me to use it for my business, i would have nothing to worry about. 

 

But sadly, when it comes to this card reader and the customer service for it, it is absolutely RUBBISH. They are very quick to wash away their responsibility when issues arise.

 

I just can't believe

 

  1. Such a big reputable company did not care about its customers and its products.
  2. They don't even want to know whats wrong with the device incase it would affect others users who have similar issues or to improve it. 
  3. No technical department to deal with these issues.
  4. No after warranty solution, but telling customers to buy a new card reader. So card reader only lasts 1 year because warranty is 1 year. 
  5. Can not direct me to manufacturer or give manufacturer contact details. 
  6. No attempt to retain business customer.

 

THE REASON FOR MY LONG POST IS TO LET OTHER USERS OR POTENTIAL BUYERS KNOW MY EXPERIENCE WITH PAYPAL AND TO WARN YOU THE OUTCOME WILL BE - NO SOLUTION. 

 

 

2 REPLIES 2

Paypal Here V1 card reader bluetooth issue + customer service issue

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PS56
Member

I had exactly the same experience. Basically got told to throw it away and buy a new one.

 

Wonderful support. Not.

Paypal Here V1 card reader bluetooth issue + customer service issue

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ana-moly
Contributor

I agree I have had 3 and all haven't worked, except one time I was able to make one transaction, the version 1 is a terrible product and does not pair with the new Iphone software. After sending me 3 devices that don't work they now say they will not help me because I am out of warranty, although they sent me two new devices that were brand new they still wouldn't issue warranty, and they still didn't work.

I was also told that because I don't make them enough money via paypal here they couldn't give me a new V2 device. How can I make money for them if the device doesn't work???????

 

Disgraceful.

 

I have completely lost faith in Paypal and appalled by their service, there have been many other traders I have spoken to and they have had the same issue, but Paypal are not taking responsibility for a faulty product. 

 

I have lost huge amounts of money with 3 different devices at 3 shows and as a start up business these things are paramount.

 

I would really like to take this further as I feel there are many of us in the same situation.

 

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