Payment Gateways in Malaysia

On some days, I absolutely adore my job and on some like today, I loathe it. I loathe it because I'm faced with problems which are beyond my control. When these "beyond my control" problems clogged up, I wish and wish that our business is not based in a country like this. For those that own an online business, you are well aware of the need of having a 3rd-party payment gateway in order for your online business to accept credit card payment. And these payment gateway will then impose a transaction fees on each sale transacted through their gateway. And these transaction fees are shockingly high, mind you. Some payment gateways imposed a 4% transaction fee and some as high as close to 5%. And yes, RedRibbon Days happens to use the provider that charges a 4% transaction fee for each transaction.

So for a 3rd party that impose such "high-fees" on your business, you would expect them to provide the best customer service and be professional in their area of work. Shockingly, this is not the case. Our provider (whose name I had chose not to disclose yet at this point of time) had the audacity to not bear any responsibility for a technical glitch that happened earlier today. Many phone calls and emails were exchange between us today and after a heated 8 hours of "ping-pong-ball" communication, there is still no solution to the problem. We have proved on our end that there was completely nothing wrong on our end , and it is obvious that the problem is on their end - yet they have decided to sit on the fence and deny all responsibilities and adamant that they are not at fault. How can they not be at fault when they have clearly chose to perform a system upgrade on their end without notifying us in the first place? They even admitted in their email that it is their fault for not informing us of their upgrade, hence the error - yet they are not going to be liable for the problems caused. (i.e. disburse on any discrepancies)

It almost drive you nuts when you are liaising with people like that. They are almost impossible and preposterously hard to work with. This really makes me wonder about the quality of customer service in Malaysia. Are they purely "lip-service" and when it comes to crunch time to deliver the so called "after sale service" - it is simply not in within their job scope anymore?

I'm appalled with this type of customer service and makes me wonder if it is worth to continue using their services especially when you have to pay give them a 4% of each transaction made.