In the world of business, customer service isn’t just about answering calls and responding to emails during regular business hours. It’s about being there when your customers need you, no matter the time or day. At EPIC Merchant Systems, we take that commitment seriously because we know that your business doesn’t stop running at 5 PM—and neither do we.



Going the Extra Mile for Our Clients

Early this morning, as I was responding to a few emails that had come in overnight, I received a call from a client who was attending a convention. His PAX A80 terminal wasn’t connecting to the WiFi at the venue, leaving him unable to process transactions for his gun sales. Now, while I don’t consider myself a tech guru, and support for the application he was using is limited over the weekend, I wasn’t about to leave him hanging.

Through a combination of phone calls, texts, and emails, we worked through the issue. In the meantime, we made sure he had a backup solution by helping him set up an app on his phone so he could continue processing sales while we figured out the main issue. Within an hour and a half, we had a solution, and he was back up and running on his PAX A80, ensuring that his business didn’t miss a beat.

It turned out that the issue had nothing to do with the PAX A80 or the payment app he was using—it was actually a problem with the WiFi connection provided by the convention center. Once we identified that, we were able to get him connected using an alternative method. The solution ended up being that he connected to a mobile hotspot, allowing him to continue processing sales without further disruptions.

What You Can Expect from EPIC Merchant Systems

This is what we do at EPIC. When you reach out to us, we answer. We don’t leave you in the dark, and we certainly don’t make excuses. If there’s an issue that we can resolve immediately, we’ll do it. If there’s something beyond our immediate control—such as provider restrictions during off-hours—we’ll be upfront with you about it. But even in those cases, we’ll work with you to find an alternative solution until a full fix is possible.

Our approach to customer service is simple: we take responsibility, and we take action. Whether it’s troubleshooting a payment terminal, finding a workaround to keep your transactions flowing, or escalating an issue to the right people, you can count on us to do everything in our power to resolve your concerns as quickly as possible.

Why This Level of Service Matters

In the merchant services industry, responsiveness isn’t just a convenience—it’s a necessity. When your payment system goes down, your revenue stops. Unlike the massive corporate processors that leave you stuck waiting for support during "regular business hours," we believe that your business deserves better. You work hard to serve your customers, and you should expect the same level of dedication from your payment processing partner.

At EPIC Merchant Systems, we understand that your business is your livelihood. We know that every sale matters, and we’re committed to making sure you have the tools and support you need to keep things running smoothly. That’s why we answer the phone. That’s why we take the time to troubleshoot, problem-solve, and ensure you have a way to keep making sales, even when unexpected issues arise.

The EPIC Difference

What sets us apart from the big-name processors? It’s simple:

• Availability – We’re here when you need us, not just when it’s convenient.
• Honesty – If there’s a delay or limitation, we’ll tell you the truth, not give you the runaround.
• Problem-Solving – If there’s a solution, we’ll find it. If there’s a workaround, we’ll make it happen.
• Commitment – Your success is our success, and we treat your business like it’s our own.

At the end of the day, customer service isn’t about flashy slogans or empty promises—it’s about action. And at EPIC Merchant Systems, action is what we’re all about.

When you choose EPIC, you’re not just choosing a payment processor. You’re choosing a partner who will stand by you, work with you, and make sure you always have the support you need. Because that’s the right thing to do.