[redacted] Hi ***, 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
Hi ***,
sans-serif;">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 lowRather 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***
[redacted]
[redacted]
[redacted]
[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 it
2. 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 system
Our 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]
Initial Business Response /* (1000, 5, 2014/05/27) */
Dear [redacted],
Thank you for the correspondence regarding case [redacted]. We appreciate the opportunity to respond to this complaint
As a service provider of technologies that companies rely on to function as a business we are very...
often asked to provide support even the request for service comes from organizations that do not have service contracts in place with CompuTant. lf the need is critical we will provide service as an act of good faith. After the problem is resolved we invoice the customer for the labor expense.
In this se, CompuTant reoeived a call asking for assistance which we provided. An invoioe was issued and upon attempts to collect payment were accused of fraud. Every effort was made to reach resolution. After several phone conversations when it became obvious that no resolution could be reached we excused the debt and transferred the software license key to an alternate vendor.
There was oertainly no attempt to defraud anyone, we followed standard business principals after providing service on good faith. Our efforts to provide support cannot be blamed for [redacted] operations or work environment "pain" and compensation for said pain is without merit.
[redacted]
President
CompuTant
[redacted] Hi ***, 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
Hi ***,
sans-serif;">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 lowRather 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***
[redacted]
[redacted]
[redacted]
[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 it
2. 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 system
Our 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]
Initial Business Response /* (1000, 5, 2014/05/27) */
Dear [redacted],
Thank you for the correspondence regarding case [redacted]. We appreciate the opportunity to respond to this complaint
As a service provider of technologies that companies rely on to function as a business we are very...
often asked to provide support even the request for service comes from organizations that do not have service contracts in place with CompuTant. lf the need is critical we will provide service as an act of good faith. After the problem is resolved we invoice the customer for the labor expense.
In this se, CompuTant reoeived a call asking for assistance which we provided. An invoioe was issued and upon attempts to collect payment were accused of fraud. Every effort was made to reach resolution. After several phone conversations when it became obvious that no resolution could be reached we excused the debt and transferred the software license key to an alternate vendor.
There was oertainly no attempt to defraud anyone, we followed standard business principals after providing service on good faith. Our efforts to provide support cannot be blamed for [redacted] operations or work environment "pain" and compensation for said pain is without merit.
[redacted]
President
CompuTant