Creative Digital Office

Dear ***,We are happy to continue to work with you in reaching a resolution.? The best means of achieve a mutually beneficial resolution is through direct dialogue.? [redacted] is committed to continue service the system in combination with our full service team.? I find it unfortunate that your direct indication that the service call was highly effective is not represented in your communication on this forum.? Our offer on the tablet stands.? I am also confident that we can find a reasonable accommodation on the service agreement and will always present options.? It should be noted however, that our service agreement is separate from the original purchase agreement, can be altered to adjust both the price and terms of service agreement, but can also be cancelled by either party with days notice.? Kind Regards, [redacted] ***

We regret to here about the complaint filed by Pettit’s Lakeview, but we are pleased to address the concerns and work with our customer to seek resolution. The system was installed on 5/1/and we completed our obligations according the customer’s signed purchase agreement. The
hardware and software has been operational and functioning as designed. As with any hardware and software system there have been issues that have arisen that require our ongoing servicing. This is why over 90% of our customers elect to remain on a service plan as Pettit’s has. We care very much about partner satisfaction and have worked diligently with the partner to resolve the issues as they have been reported to us. Approximately 85% of our customer issues are resolved on the first call to our service deskRecently a new version of the software was installed on-site which appears to have resolved the freezing challenges Pettits has called most frequently about in the past. Regarding the tablet, POS Partners does has not have a record of taking or receiving a shipment containing the tablet referenced. The tablet was purchased from a different POS Company, had a damaged screen, and we graciously agreed to work with him to attempt a repairThe customer made payment and was provided an RMA number but we have no record that he ever shipped it for repairOur standard operating procedure regularly captures and tracks this information and so not having documentation on the tablet if it were shipped would be an exception. The amount withdrawn from the merchant processing was $and was to pay for monthly service on a signed service contract that was in arrears monthsA notice was provided on 11/16/of the pending withdrawalAs requested by ***, a paid invoice was provided on 1/15/The customer was informed of their service options and elected to sign a service agreement with monthly charges on 5/2/We regret that Pettits is not satisfied with our service and support. We will continue to seek to satisfy their concerns. This will include support to minimize operating downtime as long as the customer remains on a support plan. Additionally we will go above and beyond to satisfy the tablet issue by providing options that either greatly reduce or eliminate the cost of a replacement tablet. If Pettit’s remains dissatisfied with our service, they have the option of cancelling the monthly service as outlined in the Service Agreement. Please confirm your receipt of this communication. Please let us know if any further clarity is required. *** ***
Chief Operating OfficerPOS Partners, Inc.One Lincoln Centre18WButterfield Road, 15th FloorOakbrook Terrace, IL60181C: 630-533-| O: 888-477-Ext: 441| F: [email protected]|www.POS.Partners

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** Did come out and do something to the main server computer. As of today it did crash two times while I was trying to do a cash out report. Also after he left the printer settings were wrong so I did have to call in again to get them fixedYet another min of my life I will never get backThe service offered by pos partners is shoddy at bestIt was my understanding when he set up the appointment a "gracious" hours before the appointment was to take place that He was going to do the upgrade to both computers and that we would possibly be with out terminals for only the first hour of business, but did the procedure on only one terminal and he was preoccupied the entire time on the phone with other accounts which is probably the reason that he missed the printer settings which caused me to call in again.As to the tablet I was offered a new on similar but not the same as the one that was lost if I take down my google review of Pos Partners. I am going to wait and see if the latest software fixes my issues before moving foward with that.As to the Service contract, when I signed up "ala carte" options were offered to meI was informed when ben called me Last week that they no longer offer those services and that the only thing offered now is the per month charges that I did not want, or a pay as you go. The pay as you go would not work for us because we do have to call to times per weekto keep the system running and I can not always be her to give a credit card when th4e system decides to not workThe option of Phone support only is what I had picked when we originally signed up that was supposed to be around per month. Had I known it would cost me a month to keep the system up and running I would have chosen a different system altogether. I wanted to make a response before the complaint timed out so here it is. We are going to give the new software update that *** installed a few days to work or not work and then try to resolve the other issues
Regards,
*** ***

Dear ***,We are happy to continue to work with you in reaching a resolution.? The best means of achieve a mutually beneficial resolution is through direct dialogue.? *** is committed to continue service the system in combination with our full service team.? I find it unfortunate that your direct indication that the service call was highly effective is not represented in your communication on this forum.? Our offer on the tablet stands.? I am also confident that we can find a reasonable accommodation on the service agreement and will always present options.? It should be noted however, that our service agreement is separate from the original purchase agreement, can be altered to adjust both the price and terms of service agreement, but can also be cancelled by either party with days notice.? Kind Regards,*** ***