Systems West

Systems West prides itself on meeting our customers’ needs by providing quality service and stable software for over yearsRegarding this complaint, our records show this former customer had been using our software since 2007, without previous complaintThis should be considered by others as a testament to our product being soundIn 2015, they relied on Systems West again for opening a new Store location, and signed up for ongoing technical support, paid monthly at a nominal rate of $34/month per Store, and purchased computer systems with additional point-of-sale software.Technical support requires remote internet access, and technical assistance and cooperation between our staff and customer Store representativesEarly into these support sessions the business owner became impatient and belligerent to our support staffThe Store owner hampered progress with verbal and combative insults during service calls and in regards to this complaint, failed to accept that our research on the technical problem was either unique, or limited to only a few of our thousands of customers, and that solving it required an engineering processOn numerous occasions, during setup and service, this former customer continued to make veiled, overt and outlandish threats to reverse service charges, return equipment, contact various officials, and file lawsuits in an exaggerated and misguided attempt to somehow motivate a faster work paceAt this time, this former customer was using the software system and was not experiencing a work stoppageEven under these hostile conditions, Systems West spent numerous hours remotely online, along with offline, email, and phone support calls pursuing the reported issues related to their Store’s setup and point-of-sale operationsUnique challenges were found at their locations, including their Store being located in an underground cave with greatly limited internet access, which is required for remote supportTheir Stores were beneficiaries of our service beyond the scope of typical support, e.gwe resolved their barcode scanner malfunctions, due to their operators exceeding useSystems West tirelessly tracked down and successfully resolved this malfunction by providing custom programming, free of chargeAnother minor issue, and basis of this complaint, occurred due to the computer operating system upgrade at this former customer’s locationIn general, operating system updates and upgrades sometimes produce a new problem not seen beforeJust such an update or upgrade occurred and affected our software in a minor way, which then required engineering and time to solveIt quickly became clear that this former customer was not knowledgeable about, nor tolerant of the practice of problem-solvingIn general, solutions research and software development is a commonly known process, widely practiced in the software industry, requiring a controlled engineering lab environment to replicate and solve issuesThe business owner lost patience, and while mocking our engineering abilities, repelled congenial assistanceThe fact is that the one “display messaging” feature impacted by the software problem did not prevent this former customer from conducting businessThe feature was disabled during the problem-solving period of time involvedThis former customer could have easily purchased a stand-alone messaging display or banner in the interim, and not turned to aggressive, obstinate tactics to bypass and otherwise subvert our mutual goal to solve what most would consider a minor technical issueAs a matter of fact, in the course of business, we have since solved the one minor technical issue that this entire claim is based uponNonetheless, unhappy during our investigation into the component “bug” that was being tracked down and replicated, Systems West offered a full refund, now expired, with the return of merchandiseThis former customer instead declined the refund, keeps the system, wiped the software, reversed service charges, made public frivolous statements on the Internet about Systems West, and publically slandered one of its ownersThen, this former customer demands from us a 50% refund of their original purchase, a system they decided to keep, even though claimed defective, and for other costs they incurred voluntarily, while at the same time having already charged-back their support fees for services already renderedSystems West demand’s the publically posted remarks be removed -- period

This company Systems West as you can see from all the call tags created by Systems West goes back for a year that I have attached to this response. Yes, year of there faulty equipment not working causing my business to be in distress and all they could say is there Lab is working on it. I asked to speak with a owner and I was denied. The only person I was ever allowed to talk to is ***n. Yes I did get aggrevated because they could not fix there equipment the sold me. There was no problem ever with them logging into there equipment at anytime other than them calling me when I was not at that location. After having a computer for year I had already downloaded other programs such as Photoshop, QuickBooks and numerous other programs that cost me several thousands of dollars and is not something you can take off and move to another computer. SO yes I had another POS company come in and wipe there program off MY computers (being I purchased these for the Systems West program) and installed a new POS system on them that actually work.All in all this system HAS NOT worked since day one. Systems West even told me of others of there customers having the same problem so this is not a isolated problem with there program. YES I did go thru my credit card company to be reimbursed for some of my monthly service fees due to Systems West not EVER once fixing this problem. I really feel they created this problem to continue to have someone continue to pay them monthly fees as a money generator.As you notice there is not one phone number where you can call them and speak with them directly - it is only on there terms thru the call tag system they have set up. Yes I have also sent a letter the California Attorney General to warm them of this company to hopefully warn others of there poor customer support and faulty program.I am still requesting to ONLY be refunded for the program side of my purchase from Systems West as they could not fix the problem of there program for over year. Please review the attachment as you will see how many months and my employees and myself spending over hours on the phone with *** and never got a resolution to fix the system.Thank You, ***

Systems West prides itself on meeting our customers’ needs by providing quality service and stable software for over yearsRegarding this complaint, our records show this former customer had been using our software since 2007, without previous complaintThis should be considered by others as a
testament to our product being soundIn 2015, they relied on Systems West again for opening a new Store location, and signed up for ongoing technical support, paid monthly at a nominal rate of $34/month per Store, and purchased computer systems with additional point-of-sale software.Technical support requires remote internet access, and technical assistance and cooperation between our staff and customer Store representativesEarly into these support sessions the business owner became impatient and belligerent to our support staffThe Store owner hampered progress with verbal and combative insults during service calls and in regards to this complaint, failed to accept that our research on the technical problem was either unique, or limited to only a few of our thousands of customers, and that solving it required an engineering process.On numerous occasions, during setup and service, this former customer continued to make veiled, overt and outlandish threats to reverse service charges, return equipment, contact various officials, and file lawsuits in an exaggerated and misguided attempt to somehow motivate a faster work paceAt this time, this former customer was using the software system and was not experiencing a work stoppageEven under these hostile conditions, Systems West spent numerous hours remotely online, along with offline, email, and phone support calls pursuing the reported issues related to their Store’s setup and point-of-sale operations.Unique challenges were found at their locations, including their Store being located in an underground cave with greatly limited internet access, which is required for remote supportTheir Stores were beneficiaries of our service beyond the scope of typical support, e.gwe resolved their barcode scanner malfunctions, due to their operators exceeding useSystems West tirelessly tracked down and successfully resolved this malfunction by providing custom programming, free of charge.Another minor issue, and basis of this complaint, occurred due to the computer operating system upgrade at this former customer’s locationIn general, operating system updates and upgrades sometimes produce a new problem not seen beforeJust such an update or upgrade occurred and affected our software in a minor way, which then required engineering and time to solveIt quickly became clear that this former customer was not knowledgeable about, nor tolerant of the practice of problem-solvingIn general, solutions research and software development is a commonly known process, widely practiced in the software industry, requiring a controlled engineering lab environment to replicate and solve issuesThe business owner lost patience, and while mocking our engineering abilities, repelled congenial assistance.The fact is that the one “display messaging” feature impacted by the software problem did not prevent this former customer from conducting businessThe feature was disabled during the problem-solving period of time involvedThis former customer could have easily purchased a stand-alone messaging display or banner in the interim, and not turned to aggressive, obstinate tactics to bypass and otherwise subvert our mutual goal to solve what most would consider a minor technical issueAs a matter of fact, in the course of business, we have since solved the one minor technical issue that this entire claim is based upon.Nonetheless, unhappy during our investigation into the component “bug” that was being tracked down and replicated, Systems West offered a full refund, now expired, with the return of merchandiseThis former customer instead declined the refund, keeps the system, wiped the software, reversed service charges, made public frivolous statements on the Internet about Systems West, and publically slandered one of its ownersThen, this former customer demands from us a 50% refund of their original purchase, a system they decided to keep, even though claimed defective, and for other costs they incurred voluntarily, while at the same time having already charged-back their support fees for services already rendered.Systems West demand’s the publically posted remarks be removed -- period

This company Systems West as you can see from all the call tags created by Systems West goes back for a year that I have attached to this response.  Yes, 1 year of there faulty equipment not working causing my business to be in distress and all they could say is there Lab is working on it.  I asked to speak with a owner and I was denied.  The only person I was ever allowed to talk to is [redacted]n.  Yes I did get aggrevated because they could not fix there equipment the sold me.   There was no problem ever with them logging into there equipment at anytime other than them calling me when I was not at that location.   After having a computer for 1 year I had already downloaded other programs such as Photoshop, QuickBooks and numerous other programs that cost me several thousands of dollars and is not something you can take off and move to another computer.   SO yes I had another POS company come in and wipe there program off MY computers (being I purchased these for the Systems West program) and installed a new POS system on them that actually work.
All in all this system HAS NOT worked since day one.   Systems West even told me of others of there customers having the same problem so this is not a isolated problem with there program.  YES I did go thru my credit card company to be reimbursed for some of my monthly service fees due to Systems West not EVER once fixing this problem.  I really feel they created this problem to continue to have someone continue to pay them monthly fees as a money generator.
As you notice there is not one phone number where you can call them and speak with them directly - it is only on there terms thru the call tag system they have set up.  Yes I have also sent a letter the California Attorney General to warm them of this company to hopefully warn others of there poor customer support and faulty program.
I am still requesting to ONLY be refunded for the program side of my purchase from Systems West as they could not fix the problem of there program for over 1 year.  Please review the attachment as you will see how many months and my employees and myself spending over 20 hours on the phone with [redacted] and never got a resolution to fix the system.
Thank You, [redacted]

Systems West prides itself on meeting our customers’ needs by providing quality service and stable software for over 25 years. Regarding this complaint, our records show this former customer had been using our software since 2007, without previous complaint. This should be considered by others as...

a testament to our product being sound. In 2015, they relied on Systems West again for opening a new Store location, and signed up for ongoing technical support, paid monthly at a nominal rate of $34/month per Store, and purchased computer systems with additional point-of-sale software.Technical support requires remote internet access, and technical assistance and cooperation between our staff and customer Store representatives. Early into these support sessions the business owner became impatient and belligerent to our support staff. The Store owner hampered progress with verbal and combative insults during service calls and in regards to this complaint, failed to accept that our research on the technical problem was either unique, or limited to only a few of our thousands of customers, and that solving it required an engineering process.
On numerous occasions, during normal setup and service, this former customer continued to make veiled, overt and outlandish threats to reverse service charges, return equipment, contact various officials, and file lawsuits in an exaggerated and misguided attempt to somehow motivate a faster work pace. At this time, this former customer was using the software system and was not experiencing a work stoppage. Even under these hostile conditions, Systems West spent numerous hours remotely online, along with offline, email, and phone support calls pursuing the reported issues related to their Store’s setup and point-of-sale operations.
Unique challenges were found at their locations, including their Store being located in an underground cave with greatly limited internet access, which is required for remote support. Their Stores were beneficiaries of our service beyond the scope of typical support, e.g. we resolved their barcode scanner malfunctions, due to their operators exceeding normal use. Systems West tirelessly tracked down and successfully resolved this malfunction by providing custom programming, free of charge.
Another minor issue, and basis of this complaint, occurred due to the computer operating system upgrade at this former customer’s location. In general, operating system updates and upgrades sometimes produce a new problem not seen before. Just such an update or upgrade occurred and affected our software in a minor way, which then required engineering and time to solve. It quickly became clear that this former customer was not knowledgeable about, nor tolerant of the normal practice of problem-solving. In general, solutions research and software development is a commonly known process, widely practiced in the software industry, requiring a controlled engineering lab environment to replicate and solve issues. The business owner lost patience, and while mocking our engineering abilities, repelled congenial assistance.
The fact is that the one “display messaging” feature impacted by the software problem did not prevent this former customer from conducting business. The feature was disabled during the problem-solving period of time involved. This former customer could have easily purchased a stand-alone messaging display or banner in the interim, and not turned to aggressive, obstinate tactics to bypass and otherwise subvert our mutual goal to solve what most would consider a minor technical issue. As a matter of fact, in the normal course of business, we have since solved the one minor technical issue that this entire claim is based upon.
Nonetheless, unhappy during our investigation into the component “bug” that was being tracked down and replicated, Systems West offered a full refund, now expired, with the return of merchandise. This former customer instead declined the refund, keeps the system, wiped the software, reversed service charges, made public frivolous statements on the Internet about Systems West, and publically slandered one of its owners. Then, this former customer demands from us a 50% refund of their original purchase, a system they decided to keep, even though claimed defective, and for other costs they incurred voluntarily, while at the same time having already charged-back their support fees for services already rendered.
Systems West demand’s the publically posted remarks be removed -- period.

Review: I made a online software purchase from this company.After I bought the software they send me a link to download the software, but the link that they have sent had a virus, I could not install the software, so I informed them about the problem by logging in their website. And the next day I called them several times, but they did not answer they even blocked my number. They have horrible customer service. I have never seen customer service like that they treated me like I am nothing. I can not talk with anybody to solve my problem.They did not respond anything I have requested from them. They have terrible business attitude.Desired Settlement: Everybody should deserve the best costumer services.What makes them think to treat their customers this way. I want better customer services.