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“Problems occurred just after 12 moths”

written by Hooperee189 on 14/06/2016

The product itself, when it is work is really good. The support package is really good. However, when an issue on one of their product arises, and they cannot fix it, their answer is to buy the part that you need again (if its out of warranty that is). OK, so we bought a new printer as their engineer couldn't remotely fix what was wrong with ours out of warranty. The new printer came, was installed, and wouldn't work. Another call to support, that engineer couldn't get it working - he said there's a 1 in a million chance it's a faulty printer (forgive me, thought I was buying a new one!) So a second new printer was despatched. Again on arrival it wouldn't work, despite their engineer remotely logging on and checking everything.

Upshot is they have decided there is nothing wrong with our printer, it is the terminal. OK, not an issue. SO can we return the printer and get a refund as we don't need it and your engineer said we did? Answer: NO, no refund given. So we've spent more money on something we don't need on your advice? And you want us to buy another terminal from you? Not going to happen!

Status now: 2 weeks down the line, printer working and printing self test; terminal working absolutely fine; cash drawer - still not opening on completion of transation! We have tried 3 cash drawers, 2 printers, 2 terminals and you still can't solve the problem - excacly what is the support package for?