System Solutions

Hi We received your request [redacted] is the support professional that will be working on this caseThe case will be considered resolved when you have been provided the best possible information or a solution to the current issueOur business day office hours are 8:AM EST to 5:PM EST, Monday through FridayE-mails received outside of office hours will not be viewed by our support team until the start of the next business dayIf this is an emergency, and you have not done so already, please call the emergency support line: ###-###-#### and leave a detailed description and/or examples of the problemThank you, Support Team System Solutions LLC [redacted] Fax: ###-###-####

The customer demanded a very fast installation Purchase was made on 3/29/and customer wanted to go live with the new POS system by 4/12/Customer review of the solution started in 2/2016, and cause of delay to make a decision, and reason for an emergency go live are unknown System Solution’s mistake was agreeing to a go live date of less than weeks after receipt of order This is normally a 4-week process and this was advised to the customer before purchase In the weeks after receipt of order, the owner also advised he would manually in put their entire inventory of item records This was not completed in time During system implementation required tasks are installation, training, data migration and user practice in test mode There were only visible members of customer staff, owner and wife Training had to be rescheduled multiple times, due to owner time availability The owner is not well versed in using PC’s and does not recall the training received The owner did not have a credit card processor identified and setup until after go live day All of the stores item records were not in the system on go live day Go live did occur by 4/12/and there were many, many questions and issuesSales of Firearms require items with serial numbers Inputting this information when the customer is ready to purchase is a hardship These issues compounded to make a very difficult success path from the start The owner did not verify credit card deposits were being made into his bank account until month later in May Support response was fast, accurate and documented, on some days more than questions (tickets) However, the store owner became overwhelmed with learning how to use new PC software, entering data in arrears, and learning specifics normally learned during a training and test period The owner stopped using the system on his own ~4/30/ [redacted] was not consulted on this decision, prior to this decision The system remains installed and functional We would welcome the opportunity to re-train and provide any needed assistance so the owner can use the system

Hi We received your request*** *** is the support professional that will be working on this caseThe case will be considered resolved when you have been provided the best possible information or a solution to
the current issueOur business day office hours are 8:AM EST to 5:PM EST, Monday through FridayE-mails received outside of office hours will not be viewed by our support team until the start of the next business dayIf this is an emergency, and you have not done so already, please call the emergency support line: ###-###-#### and leave a detailed description and/or examples of the problemThank you, Support Team System Solutions LLC ** *** *** *** * *** ** *** Fax: ###-###-####

Complaint: ***I am rejecting this response because:
When we first called about possibility of purchasing their *** Point of Sale we asked if they could have it installed and ready to GO LIVE by a certain date because our current POS was going to be obsolete effective 4/12/We did not demand anything from themThis was the very first statement to the Systems Solution Salesman at the time (Paul R*** He did inform us it was a shorter amount of time than usual, but stated that it could be doneAfter the purchase, once *** *** got our money, we were informed that it is usually a 4-week processIf we had been told that from the first contact we would have just upgraded our current POS. *** *** performed the install, and data conversion of our entire inventoryThis was not done by usWe did however have to add the firearms inventory to the Electronic Bound Book side of Systems Solutions SoftwareThat was done in a timely manner, and never interrupted our daily operationsHowever, once firearms were entered into the Electronic Bound Book the issues with getting the Electronic Bound Book and the POS Computer to finish firearm sales was a constant struggle. What did create a hardship on the business is when *** *** Software would crash, shutting down our business.
Training was rescheduled time. It was initially scheduled for only days by *** *** from the startApril 5th, 6th, & 7thFor hreach dayOn April 5th we got a virus that shut down our computer due to all the backdoor computer work by System SolutionsSo we had to pay $to *** *** *** for Virus removalThis put our training that day back an extra dayRescheduling it for Friday, April 8thThere was no multiple reschedule of training
Before purchasing *** from *** *** we had already chosen *** as our new credit card processor*** and *** *** had been in contact with each other prior to purchase and install to verify that their processing would be able to integrate to *** *** *** POS*** *** was completely responsible for the setup and programming of their POS systemTheir were no issues with the actual processing of credit/debit cardsThere were no errors during a sale using these forms of paymentdays after starting to accept credit/debit cards on the *** *** *** POS Rachel called bank to verify money was being deposited from ***The bank verified money was being deposited, but the amounts were random and could not be verified exactlyAt that point we were just making sure *** was getting money to the right account.
*** *** had only told us that at the end of the day we needed to POST BatchesWhat this would do is bring the daily sales and daily operations over to our bookkeeping side of the businessThe POSTING of the batches only worked properly time in the weeks we ran the systemI would have to call *** *** each time the next dayThey would then have to go into my computer remotely and settle the batch themselvesSometimes there would be to days worth of transactions needed posted to our checkbookIn all of these times *** *** was in our computer we were never told there was anything else to be done after closing down the store daily
It wasn't until the following month when reconciling the checkbook that it was discovered that we were not getting all the credit card moneyThat is when *** was contacted for a statement showing all credit card transactions ran threw themWhen reviewing the list, it was found that only debit transactions were receivedAt that point *** was contacted to find the credit transactionsWe were told these were the only transactions sent to them. We then tried to contact *** ***, but got no answer. *** was able to get their own tech support on the phone with us and it was discovered that there was another step that should have been done on the POS. After finding the right place to send transactions through with no help still from *** *** it appeared we would be getting a deposit the next morning for $12,095.41. The next day we received $5,369.26. This was the credit card totals minus Visa transactions. Where was the Visa money? After many messages, *** *** finally returned our call. At this point they went in our computer remotely again (we have a video of this entire remote session) and discovered they had never checked the box for Visa to be EDC. This was part of their setup that was done incorrectly. *** said this is a major flaw in the system to let cards be accepted with no warning message that it wasn't actually capturing the card.
*** *** after many phone calls and emails contacted us finally. Their only advice was to hope some of these people would come in again someday and we could rerun their card. The only way to identify customers was the last digits of their credit card and the expiration date. They had no other option to help us get the money we thought we already received then to harass our customers when they were trying to make another purchase. This conversation is also recorded. At that time they thought maybe they could get *** to pull the payments still with this limited information. We had no idea if they would suddenly come up with a way to get these transactions to run through and we did not want to harass our customers so this was not the option for us. We feared these good customers could get charged twice
Support was never fast or very helpful. *** *** definitely defrauded us to get our money and then left us when we needed their help
Sincerely,Andrew S***

Hi We received your request. [redacted] is the support professional that will be working on this case. The case will be considered resolved when you have been provided the best possible information or a solution to the current issue. Our business day office hours are 8:30 AM EST to 5:00 PM...

EST, Monday through Friday. E-mails received outside of office hours will not be viewed by our support team until the start of the next business day. If this is an emergency, and you have not done so already, please call the emergency support line: ###-###-#### and leave a detailed description and/or examples of the problem. Thank you, Support Team System Solutions LLC [redacted] Fax: ###-###-####

The customer demanded a very fast installation.   Purchase was made on 3/29/16 and customer wanted to go live with the new POS system by...

4/12/16. Customer review of the solution started in 2/2016, and cause of delay to make a decision, and reason for an emergency go live are unknown.   System Solution’s mistake was agreeing to a go live date of less than 2 weeks after receipt of order.  This is normally a 4-6 week process and this was advised to the customer before purchase.   In the 2 weeks after receipt of order, the owner also advised he would manually in put their entire inventory of item records.  This was not completed in time.  During system implementation required tasks are installation, training, data migration and user practice in test mode.   
There were only 2 visible members of customer staff, owner and wife.  Training had to be rescheduled multiple times, due to owner time availability.  The owner is not well versed in using PC’s and does not recall the training received.  The owner did not have a credit card processor identified and setup until after go live day.  All of the stores item records were not in the system on go live day.  Go live did occur by 4/12/16 and there were many, many questions and issues. Sales of Firearms require items with serial numbers.  Inputting this information when the customer is ready to purchase is a hardship.  These issues compounded to make a very difficult success path from the start.  The owner did not verify credit card deposits were being made into his bank account until 1 month later in May.   
 
Support response was fast, accurate and documented, on some days more than 20 questions (tickets).  However, the store owner became overwhelmed with learning how to use new PC software, entering data in arrears, and learning specifics normally learned during a training and test period.  The owner stopped using the system on his own ~4/30/16.  [redacted] was not consulted on this decision, prior to this decision.   
 
The system remains installed and functional.  We would welcome the opportunity to re-train and provide any needed assistance so the owner can use the system.

The customer demanded a very fast installation.   Purchase was made on 3/29/16 and customer wanted to go live with the new POS system by 4/12/16. Customer review of the solution started in 2/2016, and cause of delay to make a decision, and reason for an emergency go live are unknown....

  System Solution’s mistake was agreeing to a go live date of less than 2 weeks after receipt of order.  This is normally a 4-6 week process and this was advised to the customer before purchase.   In the 2 weeks after receipt of order, the owner also advised he would manually in put their entire inventory of item records.  This was not completed in time.  During system implementation required tasks are installation, training, data migration and user practice in test mode.    There were only 2 visible members of customer staff, owner and wife.  Training had to be rescheduled multiple times, due to owner time availability.  The owner is not well versed in using PC’s and does not recall the training received.  The owner did not have a credit card processor identified and setup until after go live day.  All of the stores item records were not in the system on go live day.  Go live did occur by 4/12/16 and there were many, many questions and issues. Sales of Firearms require items with serial numbers.  Inputting this information when the customer is ready to purchase is a hardship.  These issues compounded to make a very difficult success path from the start.  The owner did not verify credit card deposits were being made into his bank account until 1 month later in May.      Support response was fast, accurate and documented, on some days more than 20 questions (tickets).  However, the store owner became overwhelmed with learning how to use new PC software, entering data in arrears, and learning specifics normally learned during a training and test period.  The owner stopped using the system on his own ~4/30/16.  [redacted] was not consulted on this decision, prior to this decision.      The system remains installed and functional.  We would welcome the opportunity to re-train and provide any needed assistance so the owner can use the system.

Review: I and a co-worker have left messages for the support team. Days later we get an email asking what they can help with and when we email back we get our emails back stating that the email box is no longer accepting emails. Left another message asking them to please return my call and still no call back. I called the sales line today and expressed how upset I am and was told that my attitude was not a good approach so I hung up on them. They are a software company and when we need help we don't need to weeks later we need it the same day. I was very upset and whoever I spoke with was as rude as he could be. I received a fairly nasty email after I hung up on him and he still offered me no help. I replied back stating that I want to return my products.Desired Settlement: I want to return all of my products to them with a full refund. We have had lots of trouble with the product.

Business

Response:

Hi We received your request. [redacted] is the support professional that will be working on this case. The case will be considered resolved when you have been provided the best possible information or a solution to the current issue. Our business day office hours are 8:30 AM EST to 5:00 PM EST, Monday through Friday. E-mails received outside of office hours will not be viewed by our support team until the start of the next business day. If this is an emergency, and you have not done so already, please call the emergency support line: ###-###-#### and leave a detailed description and/or examples of the problem. Thank you, Support Team System Solutions LLC [redacted] Fax: ###-###-####