beeman marketing

Hi ***, Thank you for responding to my ticket. In response to complaint ID ***: This customer has used the POS we sell for many years. Historically they have had very few problems with the system Because of this the service agreement requirements have been fairly low
Rather than charging them for an unlimited support plan, we sold them a much smaller plan which worked well. It met their needs and reduced service spending because hours were not going to wasteAbout a year ago they had to update their system for several reasons. Their system had aged and was worn out, they were also using *** ** which is not *** compliantDuring the process of upgrading their system they requested a handheld device for table side order processing. The information provided stated that the handheld terminal will have the same feature set as their other terminals. However we did state that because of wireless network, software revisions, and *** updates these could be problematic They decided to move ahead with the handheld terminal despite cautionsOnce the system update was completed everything worked well for a period, eventually some of the problems we hinted at began. The service agreement that was in place was consumed providing support for their system. When I saw that they were using more support hours than ever before I recommended that we put them on the unlimited plan. This recommendation was made to save them money. Again, historically the unlimited plan was not needed, with the *** handheld service requirements increased. When the recommendation was made to purchase the unlimited support plan, I clearly stated that I did not recommend this in the past because it is more expensive and it was not justified. Rather than recognizing that I have been making recommendations to save them money, they suggested that I was depriving them of service optionsWhen the owner of this business called me regarding the *** *** and the service agreement I reinforced the message that they still needed a valid service agreement. They did not purchase the unlimited plan as I suggested. The owner called a second time, at their request I passed her information and concerns to my boss with the request that he call and resolve the issue. My boss called and left a voice mail. We did not receive a call back or any other communication. We were notified that there was a complaint filed with Revdex.com. The term bait and switch was used in the complaint. In reality, we made the system and service recommendations that were appropriate for their needs. It is regretful that this customer does not recognize we have their best interests in mind. We value our customers and are happy to provide support with the *** handheld, they simply need to purchase a service agreementThanks, Stuart S***

Complaint: ***
I am rejecting this response because:1. We were never given the option of an unlimited service plan; Stuart, on our phone conversation of Aug3, mentioned this unlimited plan for the first time, and he said the company decided not to make it available. The other Computant user on the Big Island, to whom I had personally spoken, was not aware of this unlimited plan also.2. When Stuart and I spoke on that same phone conversation, he stated that he was not aware that we had been installed with an older program for the handheld terminal which would not have the same features as our other terminals, as he had stated that the handheld device would; he claimed it was the technicians who had made the mistake. Stuart stated that a new program coming out in October of this year would solve the situation; I asked if the handheld could be corrected to perform as he claimed at no charge; he said he would get back to me as he is only a salesman, and he has to get approval. THAT IS THE BASIS OF MY CLAIM OF BAIT AND SWITCH.3. I had received no response from Stuart by 8/20/15, at which time I contacted him again. Stuart again claims he is just a salesman, and needs to get approval. At that time, I asked Stuart to have the owner call me.When I filed this complaint on Sept8, 2015, I have received no calls either from Stuart or the owner.If the owner is aware of this complaint, and chose not to rectify the problem, and this is Stuart's reply; this becomes a matter of a company who has NO interest in taking care of its customers, especially a Neighbor Island business. I became a repeat customer of Computant only because my employees were familiar with the layout
Sincerely,
*** ***

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[redacted]   Hi [redacted], In response to complaint ID[redacted] During the conversation that [redacted] references, I made it clear that the unlimited service model is not something we offer and I would have to try and get approval to offer this to [redacted].  It was offered to one client before that has locations on the mainland and they pay 16,000.00 per year for the service agreements. This unlimited service model has been discontinued, we offered [redacted] free service agreement hours from the service plans that we do offer. The issue with the iPads originated with a bad network cable that was provided by [redacted], the cable has been replaced and the iPad is working again. The only outstanding service request was for CompuTant to install remote access software, this request has been completed. Regards,  Stuart S[redacted] CompuTant

Complaint: [redacted]
I am rejecting this response because:1.  per Stuart's own words,  the unlimited plan was available for a few hundred dollars more than the limited service plan;  but the company chose not to offer it2.  no cable wires were changed out either by [redacted], or Computant---the tech needed to reconfigure the software to make the I-pad work, after the new system was installed in July 2014; as it was not done initially 3. we sent in the original service request in July, 2014 when the new system was installed;  this remote access was not a new service, it was SUPPOSED to be a part of the systemOur original problems have been now resolved;   we will NOT be recommending Computant to any of our  business associates. as this complaint would not have been filed if the company had been more responsive and TRUTHFUL.
Sincerely,
[redacted]