pivotolpayments.ca Where's the Support? Internet

I have been in business 16 yr. and this is my second credit card processor. i signed with Cardex several years ago and had no problem with them.

I am an absentee manager, and by chance, I was working in my convenience store the second week of November. The employee on night s**t had a customer accidentally spill a cappucino on the pin pad. I phoned the support line in the morning and explained the problem and the support person said there was nothing he could do to help, but they would send a new printer. Why, I'm not sure. I told him I had purchaed two machines from Cardex, and although the second machine appeared used, could I do something using the two machines to make it work temporarily. He told me no. I managed to combine the pinpads and got transactions working temporarily. I returned to Calgary and followed up with my manager to se if any new equipment had arrived. The answer was "No" and that they never received my call. She phoned again and the answer was "Yes, they received the call, but they felt we had intentionally wrecked the pinpad. The calls continued and they sent equipment to replace the original equipment. Did not work, and they said it was the router. Replaced the router, still didn't work. Had a software guy come in and check things out. Not a problem from our side. Asked for a supervisor, they refused to give the manager a name. Another machine, still doesn't work. They forgot to configure. They are going to send another one. In the meantime, it is seriously affecting my business.

Sent an e mail to Pivotol. No response. Get a cold call from Tangerine(maybe not the right name of their subsidiary) asking if I'm looking for a new provider. I reply that I am and explain my problems with Pivotol. Google the company afterward and find it is a subsidiary. Coincidence?

The service people have ranged from inexperienced to rude. Not sure, but they contract it out.

No problems with Global Payments, though.