accardis systems, inc

October 3, 2014
The customer purchased the product on 3/30/2014. Six plus months of the 12 month warranty have expired. We cannot resell the item as new unless we cover that part of the manufacturers’ warranty that has expired. To do that we must set aside monies to make sure all the...

hardware is covered during the 12 months after we would resell it. That is just one reason we require a 35% restocking fee. That fee is applied after we deduct shipping and software charges. Once software is opened it cannot be returned, especially after 6 months. That is common policy in the United States among all software companies. If you buy [redacted] and want to send it back to [redacted] after 6 months what do you think the answer would be? We also don't refund shipping charges. So of the total price of $4545.00 they paid, $1050.00 is not refundable under any circumstances. That leaves the negotiated amount at $3495.00. (that doesn't even take in to account all the hours of support we spent with them on the phone and fixing their computer for them)Secondly, when we returned their hardware everything was working just fine and still is. Theirs is a user problem. Their problem and why they spent a lot of time on this was no one had the computer experience to get the computer they were using to load the required software, They also did not follow the install instructions about how to do the first inventory. The last time I spoke with someone there, about three weeks ago, I asked when the last time they did inventory was. She didn't know as she hadn't used it. I told her how to fix the problem she was having (their data was not synced properly), I told her to try it again and let me know if it was working. I never heard from her again until I received your letter.
I offered to see if I could get someone a few hours from them to come and train them (there would be a charge). They were not interested. I said I would see if I had a client that wanted to purchase the equipment used but so far haven't had any luck in that department. And if I did find someone, they would probably pay them less than half of what they paid.
We have been in business 27 years. Our equipment and software works. Does it break down occasionally? Yes, it is electronic. At some polnt It will break but it can be fixed. All of their problems are on the software side and not being capable to understand how the software works. This was evident when we first talked to them and they said they weren't very good with computers. But that is neither here nor there.Attached you will find an invoice that says no returns or refunds, so offering them a 35% restocking fee was more than generous, especially for equipment now 6 months old. We are now adjusting that offer. Of the $3495.00 that is negotiable we will offer them a flat $2000.00, conditioned upon the return and inspection of the equipment and a signed release, which we will draw up, and a withdrawal of this complaint. (the only one we have ever had with the Revdex.com in 27 years)I can be contacted at the above address and phone number.
Robert A
President

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: We bought an inventory system that we wanted to return because it was not working. The company would not allow it without a 35% restocking fee. We sent the product back to get fixed and still was not operating correctly when we got it back. We have put in over 100 hours into this product and have not gotten what we were sold on with it. The company states we signed something with the 35% restocking notice on there but has not produced documents.Desired Settlement: We are willing to pay no more than a 15% restocking fee.

Business

Response:

October 3, 2014The customer purchased the product on 3/30/2014. Six plus months of the 12 month warranty have expired. We cannot resell the item as new unless we cover that part of the manufacturers’ warranty that has expired. To do that we must set aside monies to make sure all the hardware is covered during the 12 months after we would resell it. That is just one reason we require a 35% restocking fee. That fee is applied after we deduct shipping and software charges. Once software is opened it cannot be returned, especially after 6 months. That is common policy in the United States among all software companies. If you buy [redacted] and want to send it back to [redacted] after 6 months what do you think the answer would be? We also don't refund shipping charges. So of the total price of $4545.00 they paid, $1050.00 is not refundable under any circumstances. That leaves the negotiated amount at $3495.00. (that doesn't even take in to account all the hours of support we spent with them on the phone and fixing their computer for them)Secondly, when we returned their hardware everything was working just fine and still is. Theirs is a user problem. Their problem and why they spent a lot of time on this was no one had the computer experience to get the computer they were using to load the required software, They also did not follow the install instructions about how to do the first inventory. The last time I spoke with someone there, about three weeks ago, I asked when the last time they did inventory was. She didn't know as she hadn't used it. I told her how to fix the problem she was having (their data was not synced properly), I told her to try it again and let me know if it was working. I never heard from her again until I received your letter.I offered to see if I could get someone a few hours from them to come and train them (there would be a charge). They were not interested. I said I would see if I had a client that wanted to purchase the equipment used but so far haven't had any luck in that department. And if I did find someone, they would probably pay them less than half of what they paid.We have been in business 27 years. Our equipment and software works. Does it break down occasionally? Yes, it is electronic. At some polnt It will break but it can be fixed. All of their problems are on the software side and not being capable to understand how the software works. This was evident when we first talked to them and they said they weren't very good with computers. But that is neither here nor there.Attached you will find an invoice that says no returns or refunds, so offering them a 35% restocking fee was more than generous, especially for equipment now 6 months old. We are now adjusting that offer. Of the $3495.00 that is negotiable we will offer them a flat $2000.00, conditioned upon the return and inspection of the equipment and a signed release, which we will draw up, and a withdrawal of this complaint. (the only one we have ever had with the Revdex.com in 27 years)I can be contacted at the above address and phone number.Robert APresident

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,