- Report: #928142
Report - Rebuttal - Arbitrate
Complaint Review: AccuPOS
AccuPOS1990 Westwood Blvd. Los Angeles, California United States of America
AccuPOS AccuPOS Point Of Sale Rude Support Staff and Bug Ridden, Unreliable Application -- Los Angeles, California
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Initially, their support staff was helpful, but their hours were terrible. Not having 24/7/365 support for an application that will be used in restaurant and bars is just ridiculous. When our busy nights were just starting they had already been closed an hour or more. Their after hours number often was not answered or a rude, unhelpful call was returned with no actual assistance to fixing the program when it crashed.
After we opened our restaurant/bar the support staff became more and more disgruntled with us and treating our staff as if they were inept and stupid -- when time and time again it was their program crashing and causing issues. A direct call to their VP would straighten them up for a time, but now 8 months in, the program still crashes constantly and they will no longer offer any assistance at all, even though we have a paid support contract with them.
We were told that since we didn't buy our hardware directly from them they can't support the hardware and so they use it as a cop-out to not offer any assistance at all. The funny thing is we are using the exact hardware they recommend to use and sell themselves (we just found it cheaper elsewhere). We have had an IT company come in and look at the systems. Everything is fine from a hardware standpoint. They have seen the buggy software in action and concluded it is database issues on AccuPOS's part and said that it looked as if the software was still in BETA testing even though it had been released to the public!
To make matters worse, the calculations in their program are wrong leaving our reporting completely off. For example, in one evening we have lost over $900 in money when we compare the AccuPOS reports with our bank statements! A call to accuPOS gets us nowhere and they have no idea where the problem is, nor can the explain what is going on to us so that it can be corrected. Again, all this with a paid support contract.
In regards to the staff, Rocky and Anthony at AccuPOS are the two rudest people I have ever encountered in any industry and if they worked for my organization I would have fired them many times over for the way they treat their customers. One evening our IT staff made a call into Anothony who insisted the problem was because a port was not open. Again, he tried to degrade what he thought was our staff, however the IT person was looking right at the page showing the port was open! They refuse to admit that their application is shoddy, buggy, and they offer no support.
I am writing this so that any other restaurant/bar owners out there looking into using their software will heed my warning and go with another system like PC America or Micros. Don't waste your time with AccuPOS. They will take your money for both the software and a support contract and you will end up with buggy software, a line of pissed off customers waiting to pay because the application crashed, and no support from AccuPOS. We have literally lost hundreds of dollars on walked and/or comp'd tickets and tabs because this point of sale system crashed and failed to do it's job.
The Bar and Restaurant staff hate it, and you never know when it is going to work or leave you up a creek with no paddle. Everyday the reporting is off and we are missing more and more money. $40 here and $900 there which are off on our reporting statements. It is just crazy.
Also, the time clock software that you have to buy separately is a joke. It doesn't actually integrate with AccuPOS (even though they told us it did) -- it is just a separate and basic time clock they are charging alot of money for.
We are in the process of switching POS platforms now and have had zero problems with the new software. It has not crashed once on us and it is much more user friendly. The support is also 24/7/365 like it should be.
All of that said, I do want to be fair with one thing. We have seen AccuPOS's retail POS software working and it is much more stable. It is the restaurant/bar software that is buggy and you need to stay away from!
This report was posted on Ripoff Report on 08/16/2012 10:42 AM and is a permanent record located here: http://www.ripoffreport.com/r/AccuPOS/Los-Angeles-California-/AccuPOS-AccuPOS-Point-Of-Sale-Rude-Support-Staff-and-Bug-Ridden-Unreliable-Application--928142. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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