Complaints

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own ***************************, ***************************************. We use ********** software by Interactive Designs. Our current issue is that ********** technical support is non-responsive and it is greatly affecting our day-to-day business operations. We have 2 computers at the front desk which are used to check clients in and to run the cash register. We had to replace the 2nd computer. On 3/8/22, ********** downloaded their software onto the new computer but did not properly setup the cash register. Then a week later the **pad used to check clients in stopped working. Our 2nd computer is now completely useless to us and we are in our busy season, which means we frequently have customers waiting in line because we only have 1 computer. We have called ********** relentlessly and have still not had a tech call us back, despite many promises that they would. Our business is being crippled because this company is failing to provide support!We have been using ********** since 2014 and have been very happy with them until Aug-Sept 2021 when they seemed to fall apart after implementing a new software version. Since that time, I have had major issues with the software, which has caused a lot of *************** Transfer (EFT) billing issues. I currently have 9 clients who recently signed up for a membership and the monthly draft, EFT, erroneously billed double (7) or billed another incorrect amount (2) and we have no idea how that happened. I have been having to call ********** for weeks at a time before they respond. It is frustrating and embarrassing for us to have to explain continuous issues to our clients.

  Business response

  06/15/2022

  Let us start by saying we truly value all our clients and their feedback, which we have for more than 32 years. 

  The following are the support records regarding our client over the last 3 months and what has been been done to address the concerns.

  03/08/2022. Our support department received a support a ticket stating the salons workstation pc needed to be re-setup. Our Support **** ****,contacted the salon and successfully completed the re-setup of the pc.
  

  03/24/2022. Our Executive Manager, *****, spoke with ****** regarding an email she sent about the numerous issues they were experiencing at the salon. They discussed all the issues in detail and ***** created a list based off her conversation with ****** and submitted it to our support team. She informed ****** that the lead Support **** **** would contact her to get the issues addressed.

  03/25/2022. Rah contacted ******/Salon and scheduled an appointment for Monday 03/28/2022 to address the issues.

  03/28/2022. Rah called the salon and addressed all of the issues and also setup their credit card chip readers.
  

  04/01/2022. The salon called saying the workstation pc was freezing and they also needed the software installed on 2 company laptops. Our Support **** ****** called the salon on

  04/01/2022 and fixed the issues with the workstation pc and also installed the software on the 2 the company laptops. ****** and a salon employee confirmed that all of the issues were addressed before the phone call was ended.
  

  05/03/2022. ****** called in for support saying an error message was appearing on 3 of her customers when they were processing their monthly EFTs. The error message indicated the 3 customers credit card tokens were not being accepted. Credit card tokens are created by the merchant processor, outside our software, and are completely independent of our software. However, all of the other EFTs were processed without any errors and the credit card chip reader was processing transactions without issue. The token issue for these 3 customers was escalated to our development team and it was determined that the error message was displaying because there was a problem with their customers bank and their processor. This issue was not software related.
  

  06/10/2022. We received a call from the salon stating they were having random issues with some customers when they were ringing up a sale. They said the software would kick them out and shut down. They were concerned about deleting the customer and potentially losing any saved data. Our Support **** ****** contacted the salon and assessed the issue. He was able to determine that the issue was due to Backwards Compatibility. The software has an option for Backwards Compatibility and it was not turned on.Andre turned this option on and then proceeded to check other related options and activations to ensure they were enabled correctly. By turning this one option on, this resolved the issue. 

  Thank you.

  **********

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