While there have been a lot of upsets on the processing side of ATMs lately, Kahuna Business Group has been working hard to help create a stable, flexible solution that will allow our customers to focus on building their businesses' without having to worry on how they are being supported once they become a valued customer.
Internally, Kahuna Business Group has recently invested a sizeable amount into our infrastructure to insure that we are able to provide the BEST level of customer service in the industry that our customers have grown to love. (More details to follow, keep your eyes open!)
Recently Kahuna Business Group partnered with Columbus Data Services to provide you a processing solution that will change how processors are thought of! The response to our partnership has been overwhelming!! Not only were we able to provide a instant solution to customers when a few of them experienced problems with the EFT Logix to Core Data platform conversion in April, we have been able to offer a true viable processing option to others just tired of all the problems with their other processors.
During this fantastic growth Columbus Data Services and Kahuna Business Group have been working 24 hours a day to insure that their customers can sleep at night. In the past 60 days Kahuna has added 4 people to their staff while Columbus Data has been doing the same.
Below you will find a open letter from John Willmon, Vice President of Columbus Data Services, letting you know what they are doing to insure that their growth goes smoothly:
May 28th, 2003
Dear Valued Customer:
I would like to take this opportunity to thank you for your business and continued support. I realize that our level of customer service has been inadequate and I wanted to take this opportunity, first to explain how it happened and second to explain our plans to improve our service.
First, what happened and how did we get to this point? When I began with Columbus Data Services last November, I fully expected to grow the business, but I could not have anticipated the level of our success in such a short period of time. We have been strained by the addition of over 2,500 new processing ATM’s in the last 7 weeks which far exceeded our most aggressive expectations. As a result of this growth, most of our tech support staff have been assisting new customers in setting up new terminals, assisting with the Web site and some of our tech guys have been on the road assisting our customers with conversions. We also have a very old phone system which has been difficult to make it perform the way we would like. I realize these factors may have made us difficult to reach.
Now, what are we going to do to rectify the problem created by our own success? We have continued to attempt to add additional personnel, but we did not want to bring people on that we would eventually have to let go when this rate of growth slows to a normal rate of growth. We have added two temporary employees in the settlement department and have continued to add and perfect our systems in the settlement department to improve performance and decrease problems. We have hired a new account representative that will be joining us on Tuesday the 27th of May. We have also hired two new systems developers that will be joining us on that same day. These engineers will continue to help us improve our systems and improve our productivity within, while enhancing the products and services we can offer you. We are working to add a Tech Support person in the next two weeks, and we will be adding additional Tech Support people over the next 60 days. Finally, to assist with the phone system issues, we are going to add a temporary employee to answer the phone from 8:00 to 5:00 in order to make it easier for you to get in touch with someone in the event of an emergency, at least until we replace the phone system.
Our Tech Support staff is available during the week from 7:00 AM to 10:00 PM and on the weekends from 9:00 AM to 7:00 PM. We will continue to extend our tech support hours over the coming months in order to accommodate your needs. If for some reason you are unable to get to the Tech Support department during the day or after hours we have a Tech support manager with a cell phone. That number is (504) 606-7735 and if you cannot get in touch with him, you can call me for assistance at (214) 392-0636. We are also continuing to work with our current phone system to ensure you can get in touch with someone at our office.
I recognize that it has been a difficult time with some of the other processors rolling up, and with our growth and it has made it seem as there is not a decent alternative in the processing arena. Let me assure you that while it has been difficult, I believe you will find that you have selected the right processing partner and that we will continue to improve our level of customer service and product offerings that will far exceed the limits of our closest competitors. Once again, let me personally thank you for your continued support, and offer my personal guarantee that we will continue to improve our products and our level of customer service.
Finally, I would like to thank Kahuna Business Group for their faith in us despite our recent struggles with customer service. We have developed a relationship which is more like family than a vendor/customer relationship. I hope you will find that our intimate relationship makes it easier for you to get the new products and services you need to properly support your customers to the level that we will all benefit.
John Willmon
Vice President
Business Development
As part of our consistent effort to provide new products and services, we bring www.atmsupply.com to the ATM industry. Now any service organization can order any part, any sign, any supply, at any time. We have designed an easily navigated website, www.atmsupply.com which is organized by part name, part description or manufacturer's part number. We carry over 1000 items including a complete listing of Tidel, Tranax and Triton parts at www.atmsupply.com. The most convenient part of www.atmsupply.com is the fact that our secure SSL technology allows you to pay securely and safely via the internet with any major credit card.
Whether you need a service part, paper or signage, www.atmsupply.com is your one stop solution!! Be sure to visit today!!
BLOOMINGTON, Illinois - January 7, 2002 - Community Merchant Services, Inc. (CMS, Inc.) announces the creation of Kahuna Business Group, a specialized affiliate cooperative focused on increased offerings and opportunities in the ATM world. The new unit embodies a unique position and perspective in the ATM industry, and will afford Kahuna Business Group and its customers increased flexibility, leverage and access to vastly expanded resources and profitability.
With the new focus on non-traditional branding, Kahuna Business Group can offer equipment, processing, leasing, administrative support, research and development, profitability consulting and service / repair to sales organizations of any size. This level of partnership allows customers to focus on issues which directly relate to increasing their business and profitability. In addition, a recently launched web site (www.kahunaworld.com) will serve as a 24 hour a day resource center, with future upgrades planned to allow affiliate partners secure, real-time access to reports, data, the service center and other crucial information.
The affiliate cooperative concept brings individual concerns into a collective group; this synergistic relationship, while forward-thinking and aggressive, is still able to react swiftly to market trends or new opportunities in the ATM industry. "We feel that our increased focus on a true cooperative model will revolutionize the ATM sales and service marketplace", said Frank Lunn, President of Kahuna Business Group. "We plan to present a range of offerings and opportunities typically unavailable to smaller organizations. With our 6 years of experience in the ATM industry at CMS, we can also offer a level of experience and networking to larger organizations interested in maximizing their position in the ATM world".
About Kahuna Business Group:
Kahuna Business Group is a CMS, Inc. company. Kahuna Business Group is a pure ATM affiliate cooperative specializing in ATM equipment, leasing, processing, service, consulting and profitability maximization. By working through an established network of distributors and agents, both vendor and affiliate partners receive unequaled value and leverage in the ATM industry.
CMS, Inc was founded in 1995 and is headquartered in Bloomington, Illinois. The company can be reached at www.kahunaworld.com or by phone at 888-357-8472.
On April 1st 2002, It is required that all manufactures selling ATMs in the United States be compliant with the new Triple Des regulations set forth by MasterCard International.
The manufactures are required to ship new units starting April 1st that are 100% compliant as well as offering software and hardware upgrades to machines already in service. It is required that all operating ATMs in the United States be 100% compliant by April 1st, 2005.
Kahuna Business Group is already 100% compliant and has made sure that all machines shipping after April 1st meet the regulations. We will offer free software and instructions to bring current machines in the field into compliance as the manufactures release new versions of their operating software. The Kahuna Business Group Service Department will be able to upgrade the software in the ATM to bring it into compliance via a telephone line for a small fee if a tech is not able to do it in the field.
Below are a few common questions about these new regulations, if you have further questions about this change please feel free to contact us.
What is Triple DES Technology?
Triple DES is a soon to be mandated method of encrypting the PIN block that is transmitted from an ATM to the network.
It is similar to the current required DES encryption technology but instead of using one key (16 digit alpha numeric
number 0-9 and A-F), Triple DES technology will utilize two different keys.
Who is mandating the change to Triple DES?
MasterCard International is the EFT network authority who is mandating the change to Triple DES technology for ATM’s
operating on their network.
What does Triple DES offer over the current encryption standard?
As general technology increases so does the security required for EFT transactions. Triple DES technology offers a significantly
higher level of security than the current mandated single DES encryption method. The implementation of Triple DES is necessary in
order to maintain public trust in payment systems and to ensure the integrity of confidential cardholder information.
When does the new rule become effective?
All ATM equipment installed on or after April 1, 2002 must be Triple DES compliant. All ATM equipment installed prior to this
date must be upgraded to Triple DES no later than April 1, 2005.
How does Kahuna Business Group plan to support the Triple DES requirement?
By April 1, 2002, every model of ATM that KBG sells will be Triple DES compliant.
How can I determine if my ATM is Triple DES compliant?
If your ATM was installed after April 1st, 2002 then there is a likely that your ATM is NOT currently compliant. Software and/or
Hardware changes may be necessary to bring your ATM into compliance by April 1st, 2005.
How will the implementation of Triple DES affect my support and service of my equipment?
There will be some minor changes that service and support organizations must be aware of with Triple DES compliant units.
One issue will be encountered during the programming of the ATM. Triple DES units will have the ability to have multiple Master
Keys entered instead of only one. Initially, most EFT Networks will not be supporting this function. However, when programming
Triple DES compliant ATMs it will be necessary to load the single Master Key twice.
Will the manufactures offer a Triple DES Field Upgrade Kit?
Yes. If a hardware upgrade kit is necessary to bring your ATM into compliance, you will be able to purchase this kit from Kahuna
Business Group.
Will all ATM’s be able to be upgraded to support Triple DES?
No. Not All ATMs will be able to be upgraded. The current list of ATMs that we know for sure that will NOT be able to be upgraded
are: The Triton Model 9500 Series and the Triton Scrip 9000.
What if I have further questions regarding Triple DES technology?
If you have any further questions regarding Triple DES, please
contact the Kahuna Business Group Technical Services Department
or your Account Manager.
Effective June 1, 2002, Core Data will begin implementation of the $6.50 service fee for each Regulation E adjustment. At the discretion of Core Data this published fee has previously been waived. Terminal initiated adjustments will not be subject to this fee. Terminal owners are encouraged to balance terminals as often as possible to help lessen and/or eliminate fees associated with the adjustment process.
This fee will be in addition to the standard fee charged by the networks that are already in place.
Unless otherwise instructed, the fee will be billed the same way as existing network fees. All inquiries or questions about this fee should be directed to Kahuna Business Group.
Core Data and Kahuna Business Group is dedicated to helping you efficiently process adjustments and minimize network-initiated fees. Please contact us if you would like additional training or information on network adjustment policies.
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