POS Technology Inc

Failure to make exchange as promised. We meet with Pos Tech Inc before opening our business and meet with many other suppliers of this product as well. After reviewing everything we decided to stay with POS Tech INC due to the fact we have worked with micros products before. We were promised a system that would be the latest and greatest - and to come to find out It was not the latest or the greatest. We were sold a system that POS TECH INC knew was going to be outdated and therefore cause for us to have to upgrade our system We called our rep[redacted] in and expressed our concerns he in return had the owner [redacted] call and meet with us. After reviewing the information with[redacted] about the system we were sold and the equipment no longer being acceptable less than a year into our operation[redacted] agreed to exchange out the system and make right and asked that I give him until Nov or Dec to get the proper equipment. I waited until the end of December to call and see where we are with the replacement. First call was to our Rep: [redacted] and He then said for me to call[redacted] which we have left 4 messages with no replys back from[redacted] at all. I went back to [redacted] our Rep who then said it was out of his hands and that he gave[redacted] the Message. Today 1/5/2015 I tried to call again and find it very hard to believe that a man who owns a company that takes the time to come and personally talk with me and agree to correct the situation by a certain time will not even pick up the phone and return a call. Basically what this comes down to is MONEY Greedy MONEY. I would not renew a service and tech support contract with them until this has been resolved. Now I am extremely glad I didn't renew looking at the actions of the Owner [redacted]. Desired SettlementI would like what is do and promised by POSTECH INC and [redacted] the owner. We were told that our system would be replaced and that we would have a system that was compatible and support from the computer world would be available for at least two Years. I mad copies of the articles that were out about our system and provided them to our Sales Rep[redacted] I would like to resolve this peacefully and with out in negative attention on either party. I have tried reaching out with out success and felt that this was the first step to take to get action on what we were promised.

I was billed for an unnecessary service charge to repair my cc processing. I have strong evidence that the company knew that the network was down.I do credit card processing through my [redacted] system, which I purchased through one of their authorized dealers, POS Technology. When I purchased the equipment, I was told that in order to use it properly with the credit card function, I needed to have not only a credit card processor ([redacted] Bank), but a relationship with a "[redacted]" company, "[redacted]." M[redacted] takes [redacted] and "translates" it to [redacted] Bank so that I can allow my customers to pay with credit cards.It is a huge racket, as you probably know. At some point yesterday, we became aware that our credit card processing was down. We did the usual: we called the cable company, we called our IT guy, we called [redacted] bank and we called [redacted] (POS Technology). We do not have a service contract with POS Technology, so we know that when we need their help, we have to pay for that help.Today, I paid $262.50 for a POS Technology technician to come to my business and assess the situation. He told me that this was a problem with the [redacted] company, [redacted]. I was relieved to learn the cause of the problem, since I spent most of the day yesterday trying to figure out what on earth was wrong.All good.I called [redacted] to follow up (the POS Tech guy set up an initial "ticket" and I had a "ticket number" to use when calling [redacted] to follow up. In the course of the conversation, I learned the following:1. [redacted] knew of the problem on the Oct 28 early in the day2. It is a regional problem that many users of my particular [redacted] machine are having right now3. [redacted] informed [redacted] Corporate about the problemThe shift leader I spoke to on the line insisted that [redacted] Corporate had been informed by mid-day yesterday. If this is the case, then WHY on EARTH did I have to pay for a service call to repair a machine that it seems [redacted] knew the cause of (and knew couldn't be fixed by a technician)?I believe I am owed $262.50 by POS Technology for the service call that they either knew, or should have known, was unnecessary. Thankfully, my credit card processing up and running but I have been without cc processing for 2 full business days which is appalling (and which is another Revdex.com complaint someday).To be clear: I am simply disputing a service call from a company that either knew or should have known that the call was unnecessary. It would have saved me a thousand headaches to have been told: this is a [redacted] network issue so here is a number you can call. But they didn't, and now they have my money. $262.d0 which should never have been billed.Desired SettlementI want a refund check for $262.50, the amount I spent on a wholly unnecessary service call. [redacted] knew of the problem and knew it could only be fixed by [redacted]Business Response In the case of [redacted] the owner of "[redacted]" (Case ID [redacted]) following has transpired:On October 28th a gentleman by the name [redacted] has placed a call @ 11:57AM - [redacted] placed a dispatch (Dispatch #[redacted]). Customer stated that the site is experiencing credit card issues. They are unable to accept any credit cards. Customer has no Software or Hardware coverage with POS Technology, as any other customer, [redacted] was advised of the company policy stating that a charge of $87.50 has to be paid via a credit card prior the case being dispatched to the Help Desk for troubleshooting. The $87.50 is covering 30 minutes of phone support. Customer paid the amount via credit card. Case was dispatched to Help Desk and received by [redacted]. [redacted] called [redacted] back and her notes are stating the following:Called and spoke with [redacted] at 12PM. Customer has no PC at their location, which is needed in order for our support to be able to dial into their system for troubleshooting. I attempted to walk [redacted] through checking the internet connection, which he was not aware on how to do. I proceeded to walk [redacted] through checking all routers & modems located at their [redacted] shop, no issue found with the equipment. The error when customer ran a credit card (CC) was displaying "timeout awaiting response", this is generally a processor issue when there is no response from the processors side when attempting to run a transaction. I explained to [redacted] that he or the owner would need to call [redacted] (**) and/or their processor to find out if there was an issue or an outage. [redacted] requires any customer to call directly and would not provide any information regarding [redacted] account to a third party. I advised [redacted] that at this point I cannot trouble shoot their CC problem over the phone since I am unable to remote in. Asked [redacted] to call ** as well as their Internet provider to see if possibly there is outage is in their area. Advised that next step would have to be dispatching a POS technician to their location in order to help troubleshoot possible router and connection issue. I did not quote any prices at this point, but I did notify him that any possible outcome (even if their issue is not [redacted] related) the charges for a tech on site would apply. I asked [redacted] to call us back after he verifies any possible outage in their area. He responded that he would verify & call back if they needed a tech. (Phone support from 12:00 PM until 12:18 PM)A woman (not sure if it was [redacted]) called back at 4:40pm requesting a technician to be dispatched to their location right away. Their system still not accepting credit cards. Charges for an "After-Hour" service (after 5PM), was at that point explained to the customer by [redacted]. The charge would be $262.50 / hour (labor and travel @ the same rate) and we needed an approval from the owner. We also advised that as a courtesy (not a regular business practice) we would apply the already paid amount of $87.50 towards the hardware service charge. [redacted] was on the phone with another customer, so at this point customer was sent to a third person, [redacted] (helpdesk/programmer. After a brief conversation with [redacted] (who advised the customer of the same things as [redacted] prior advised [redacted] - unable to connect in and if the issue is not ** or internet provider, we would need a tech on site in order to troubleshoot the hardware and SW) the customer decided to wait with the service call due to expense and would let us know if a tech still be needed. (4:40 PM until 4:55 PM) Side note: According to our call logs, no credit card or internet outages were reported for October 28th and 29th. No other customer called in this time period stating same error message or being unable to run any credit cards at that point. On October 29 at 8:29AM another call came in - [redacted] placed the dispatch. [redacted] stated the following:Still is unable to take CC's. Helpdesk can't help since customer has no PC. As per [redacted] site has internet but we are unable to verify it ([redacted] keeps speaking about having a wireless connection - at this point I advised customer that he won't be able to take CC's via wireless internet ). [redacted] stated that their system has been acting up since a long time - system is running extremely slow and won't operate like it used to. I advised that it's an older version and most likely has a lot of information in the system which tends to slow the system down. Advised the customer of the charges ($175 / hour - travel and labor same rate). I also advised that we would credit their account $87.50 which can be used towards the service call. Dispatch sent to Piotr - the hardware technician. Piotr's Notes: Left the office at 10:10AM and arrived at the site @ 10:50AM. Checked the internet on the customers hardware - connection is OK. Rebooted the system completely, still getting same error. Called [redacted] from the location and was asked by a support person to go to a certain website through the customer's workstation. That also worked. Then I got advised by ** tech that they are experiencing some issues with certain older E7 sites, (customer has a 2.8 version of E7, which is also not compliant version of this software) I opened a case with [redacted]. Case number is[redacted]. Relayed the ** information with the reference number to our customer. Was on site from 10:50AM until 11:50AM. Charged customer additional $87.50 for a total of $175.00 (Received a check #[redacted] for $87.50 - by [redacted]). End Note: For the entire time spent troubleshooting the non maintenance customer (help desk and hardware support) the usual charge would be following: $87.50 for up to 30 minutes helpdesk support (no matter if the issue is resolved or not).$175 /hour for travel to and from site (NO travel was charged to the customer for the 50 min travel to and from the customers business)$175 / hour for labor at the location.If going strict by the policy as related to the customer the total charge would have approximately $393.75. The total charge to the customer for this issue was $175.00 and not $262.50 as claimed by [redacted]. As to the customers claim that any outage was reported to us, as in POS Technology, it is untrue. We are not [redacted]. It is not a usual practice by [redacted] to inform the local dealers about any outages unless the majority of our North Carolina clients were experiencing same issue. It is however possible that [redacted] Corporate, which is covering not only US but is worldwide represented, was notified by ** of this issue. [redacted] has customers that are located in entire US and not just the North Carolina area. It is not a standard procedure for this type of information to be passed on to the local dealers. Please let us know if we can help with any farther questions regarding this matter!Sincerely,POS Technology Inc