ITD Food Safety Reviews (%countItem)
ITD Food Safety Rating
Address: 2475 Palm Bay Rd NE STE 110, Palm Bay, Florida, United States, 32905-3317
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I purchased a prep pal label system through this company. in getting a new computer I called them for help reinstalling the program. I was told taht becasue I did not buy the labels through them they could not help me. I am unable to use the product for what it is intended. I am a franchisee for Subway. through one supplier the labels are $150 per case, the other lables which I am assuming are the labels they want me to use are $230 per case. I did not buy this product as "buy our labels and get this free software program". it is unethical and I am hoping it is illegal.......
Other (requires explanation) i either want my money back for this program x the five licenses i bought or i want the download file to use the program i paid for!
Contact Name and Title: Rachel/ CS Manager
Contact Phone: 321-676-3194
Contact Email: [email protected]
To whom this may concern:
9/19/2018
We have received and reviewed the complaint case***. Thank you for bringing this concern to our attention. We were well aware of the feelings of this customer who filed this case. We unfortunately were never able to get through the customer verification process due to the feelings the customer had about our policy.
We, like all companies, have policies and procedures in place to help protect our customers and our brand. If anyone calls in to ask for support, there are a few questions we have to ask to make sure we are supporting our customer properly.
1) Gather Customer Information: Name, Owner/Operator, Company Name, Store Number
2) Verify Labels: "Authorized for Prep-Pal Food Labeling System: Warranty and Support Requires Use of Approved Prep-Pal Labels Only" Batch # _____
3) Ask for Serial Number: Verify the SN for our Customer (Warranty)
4) Assist the Customer for the reason they called once verified.
If for any reason the customer cannot be verified, they are educated. On the back of their labels it states "Authorized for Prep-Pal Food Labeling System: Warranty and Support Requires Use of Approved Prep-Pal Labels Only" Batch # __________ We sell these labels with every printer.
Unfortunately, we were unable to get passed this part with the customer who stated complaint case***. Her serial number was over 4 years old. We asked "where" she purchased this from and she stated "Corporate" of the company she worked for. We let her know that we do not support the labels that company sells with our products and they have a disclaimer on their website stating this information. We advised her to contact the company she made this purchase from to get a receipt so we could further assist her. We also have a program to assist customers who want an economy price for labels that we match the price of other companies. We were unable to get this far with the customer because she was so upset.
We tried to tell her there were two ways we could further assist her...
1) Provide us with proof of purchase, we did not have her in our system.
2) Purchase approved labels from us or an approved 3rd party and it will re-instate her warranty and support.
The customer went on to say that she was not calling for "support, but a service". She was trying to get us to provide her with a software installation for a new computer. Our Software is good for one computer. There is a $99 installation fee for installing software for customers who have lost their flash drive.
We certainly would like to help this customer. What she would need to do in order for us to further assist her would be to:
1) Provide us with a copy of her proof of purchase. If she does not have it, she can contact the reseller she made the purchase from and we should be able to assist her.
2) Purchase the "approved labels" (a min of 32 rolls) from us or a 3rd party, this will give her an installation for one computer at no additional cost.
3) Pay for the installation, $99 and not receive any "support" from ITD in regards to using the product/software.
We hope that this customer will contact us again so we can assist her to get up and running with our solution. We hope that she will be completely satisfied with our product and our service. We would like to encourage the customer to give us the chance. Many of her other colleagues in the same company are already doing the same thing.
Sincerely,
Rachel
Customer Support Manager
ITD FOOD SAFETY
I am attaching a copy of the Customer Support Ticket #***. This is to show the date and time of the call and the person or persons who spoke with the customer. For privacy reasons I darkened out the names of the reps.
You will also find a report of the Quality Assurance Check for the recorded phone call. We can provide this to you if needed by request.
There were two phone calls.
1) 9/14 at 4:33pm
2) 9/14 at 4:46pm
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I did not buy labels with a free software program. Someone from ITD did contact me to tell me the have a "Win back program" so I CAN get the labels for a price equal to what I get them for form a Subway supplier. How can a company have two pricing systems for the same label. If not illegal it is definitely unethical. The label printer is a dymo printer which can be bought anywhere and THEY do not require specific labels. I used this analogy to the rep I talked to and she admitted she completely agreed with me but that she had no way to make ITD understand. I asked her how she would feel if she bought a car and after the purchase she was told she would have to buy BP gas or the warranty would be voided. What if that BP gas was $2 more per gallon than every other gas station on the market. How would that make her feel? She told me they would put the program back on my computer for $99. I said lets go back to your car. What if after the transaction I told you thanks for buying the car but now you need to pay me $1000 for the key so you can actually drive the car....I purchased a software program that has "free tech support" as long as you buy their inflated overpriced labels.......
Dear Revdex.com,
I would like to recommend the customer speak with our Sales Team for all of the features and benefits as well as pricing for our products. It seems she does not have enough information and having more information might clear up any confusion or mis-understanding. My personal Team only "Supports" the product(s). This includes "installing software" (which was the purpose of the call) I do know each label has a different price based off the quality of the label.
I'd like to focus on the reason the customer called ITD in the first place and not her given scenarios in her last as they do not apply to our company. The customer contacted ITD Food Safety and told us she needs us to "install software on her new register". Software is good for one computer only. If she lost her flash drive, she would have to pay $99 to have us install the software onto her new computer. We can help her.
We can help the customer in one of the following ways:
1) If she still has her flash drive with the ITD Software, we will be happy to assist her with installing the software. If she does not have the flash drive, she will need to pay the $99 installation fee.
2) If she purchases a case of authorized labels, we will waive the Installation fee all together and RE-INSTATE HER WARRANTY and SUPPORT. (We do not charge monthly fees for our support. Our customers appreciate NOT having monthly fees attached to our software)
She has made it known to us that she does not agree with our policies. We appreciate the customer for her business and would like her to make the best choice for her.
We hope the customer will reach out to our Sales Team Lead and ask any more questions she may have in regards to our pricing and labels.
Support: 321-676-3194 x 2
Sales: 321-418-6056 (pricing/features/benefits)
Thank you,
Rachel
Customer Support Manager