Sierra National Corporation

Review: I bought a system which cost over $5,000 in July of 2012. From day one, we had numerous problems with the system which the company worked to help correct. Each correction was merely a band-aid and more and more problems kept occurring. In march of 2013, the problem got much worse when customers credit cards weren't charged properly and I lost thousands of dollars in sales... and even worse, I lost customers because of what happened. As the problems continue, I continue to lose money and hurt business with bad cutomer service thanks to faulty equipment. It has yet to work properly for more than a few days at a time. I continue to contact the company, but now, they will only send me invoices for service for a system that has never even worked. If they would have sent me a new system when I asked, the problem probably would have been fixed. I couldn't be more disappointed with the product and the service.Desired Settlement: have them fix the system so that I don't need servicing every few days.

Business

Response:

Mr. [redacted] purchased his POS system from Red River POS in June of 2012. He did not purchase the system from Sierra. Red River is a reseller for our software. Sierra also provided one year of free phone support. We provided training on how to use the system. There is a period of learning how the different pieces work. There were no

unusual problems with this site.

Mr. [redacted] likes to complain generally, he is not specific. He says he has lost thousands of dollars, but cannot supply us with any specific data. In March of 2013 there were some problems with credit card charges and for some customers a charge and a credit were issued for the same amount to correct the problem. No customer was overcharged and if they called the store, it was an easy explanation. It did not involve a lot of customers.

It was corrected the first part of April. In April he said he was missing money, but was too busy to give us any specific days or deposits that were missing. He recently sent emails to us and Red River saying again he has lost thousands, but nothing specific. All we can and have done is check the system that credit card deposits went through. If they did not get to his account it has nothing to do with Sierra. We have told him to contact his credit card processor if he is missing deposits. We have no access to his banking and are not responsible to reconcile his account.

Again, he has paid nothing to Sierra. After the initial year of support he was given the option of a support contract by Red River. With no contract, he is charged for phone support that is provided and billed by Sierra. He has not paid Sierra outstanding support invoices and is now on our No Service list.

Our software is currently running in hundreds of yogurt stores as well as many other types of business. It is still running Mr. [redacted] store. Sierra did not sell him the hardware or software. His complaint is misdirected and vague.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The system I purchased has never worked properly for more than a few days at a time and my complaints and the complaints of my staff have put bandaids on the problems but have never fixed them. I have countless emails and can get phone records if needed to support this, and my former manager (who moved recently) plus my entire staff would corraborate that we have problems on an almost daily basis. The problems have never been fixed. They keep happening. If they were fixed, then I would understand that a warranty is up on the system. As it is, the system never worked properly as I have stated in my first complaint. Further, I sent them a list of the charges that were not credited to me. It has not been fixed and those charges were not credited to me. They might be right in that my complaint should have been against Red River, but I thought they were the same company before reading their response. Also, I was never made aware of any expiration of the warranty or possibility of getting it extended.

This problem needs to be corrected by either Sierra or Red River.