Update by user Oct 08, 2018
The new ID cards I received don't work either. customer care people still do not pick their phones.
(Do they even exist?? I don't know)! I called twice last week and I left a voice message once. Didn't bother the second time when I got transferred to them again.
The default sentiment seems to be it is a problem on our end. In order to figure it out though I was sent to the manufacturer (HID) tech support who informed me they didn't program the cards. It was sold to IDwholesaler blank. (Not sure where it was programmed at this point).
So I will attempt a 3rd time to reach out to them this week. It is not right that I have a product that is not working and they are not offering to refund me the money.
I would strongly caution any new customers to consider them for their ID cards needs. I would not do business with them at all going forward.
Original review posted by user Sep 06, 2018
I have had the worst customer experience EVER in resolving an issue I had with recently purchased ID cards. Unacceptable how no one is reachable by phone or e-mail in customer support department. No returned phone calls after multiple attempts by supposedly the customer service in charge of our company's account. No response from the manager of said customer service person even after multiple attempts. The only person that I can talk to or get a response e-mail back is from the account manager who sold me the item but can't help figure out why the cards are not working. I also can't get a refund back ($450) so I can take my business elsewhere, at the same time I can't get customer service to call me back. This went on for a week. Finally after I sternly stressed my desire to contact the president or VP of the company to the account manager, he makes it a priority to get a hold of customer service person - her name is Janell. She talks to me without any acknowledgement or explanation about the lack of support and went on talking like business as usual. She has no basic understanding of a good customer service concept. She then proceeded to tell me that they will need to get the cards back so they can check to see what is wrong with them. I made a suggestion for her to do some research on her end - which turns out it was the issue we had suspected in the first place of incorrectly programmed numbers; but the account manager who I mentioned this to had no idea what I was referring to and instead made it sound like all is well on their end and the problem was on our end. While I was put on hold after about 20 min of hold time the phone was disconnected. No call back. It's been at least an hour now since the call was disconnected.
Dear Customer, We’re sorry to hear you continue to have problems with your ID cards. Your proximity cards have been programmed on two separate occasions – the first to the programming specifications you approved on your original quote and secondly to the specifications you subsequently provided your dedicated ID Wholesaler Account Manager after submitting your original review.
After consulting with HID and then our in-house Technical Support team, the issues you’re experiencing seem like it may be a problem with your access control system or an issue with the facility code and range programming information you have provided us. One option we have is to try and determine the correct card programming for you. Your dedicated Account Manager, Zach, can send you a sample of cards encoded with the two facility codes in question. You may also send us one of your functioning proximity cards; our Technical Support team will do their best to determine programming.
If we’re able to verify an accurate facility code and range, we could potentially re-program the latest set of cards for $1.50 per card. In addition, we suggest having your access control provider troubleshoot your system to rule out any device malfunction.
Please reach out to your Account Manager Zach at (800) 321-****, x198 to let him know whether you wish to try one of the options we have provided. Kind regards, The ID Wholesaler Team
Dear Customer - On June 21, you ordered programmed proximity cards from ID Wholesaler, providing the card number range but not a facility code. We quoted your order with the facility code you'd used in the past.
Regrettably, the facility code was incorrect, but we missed this before your order was processed. The result was cards that were not programmed properly. When you reached out to our Customer Service department, your calls and emails were not responded to in a timely fashion. We are very sorry for the extended response time and regret the inconvenience you experienced.
Your proximity cards will be reprogrammed – free of charge – (a value of $150), and we will send them back to you as soon as possible. One of our #1 priorities is to provide customers with an exceptional shopping experience, and it's disappointing to find out that we missed the mark. We are grateful for your feedback and will take this as a learning opportunity to enhance our communication processes going forward. If you have any additional questions regarding this order, please reach out to your dedicated Account Manager at (800) 321-4405, x198.
He’s always happy to help!
Thank you for your business; we hope to have the chance to serve you again in the future. Kind regards, The ID Wholesaler Team