- Report: #309768
Report - Rebuttal - Arbitrate
Complaint Review: Innovative Merchant Solutions
Innovative Merchant Solutions26541 Agoura Rd #200 Calabasas, California U.S.A.
Innovative Merchant Solutions Service promised not provided, incompetent and rude technical support when available, exorbitant termination fees for their failure to provide service Calabasas California
*UPDATE Employee: The Customer Support You Were Promised...
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The next time I used it was three months later at my next consumer show. The first day of the show was a Friday and the terminal would not process transactions so I called technical support. They responded that it was the wireless server Verizon that was the problem, even though I was speaking with them on a Verizon cell phone. It was suggested that I take the terminal and get in my car and drive around until I picked up a signal. I guess I was supposed invite the customer to go for a ride so I could process their sale.
After almost 3 hours of technical support I finally turned the terminal off and then back on, it processed 6 transactions before it quit working again. Later that evening I tried to close out the batch of course could not.
Again I called technical support. I was told again that it was the wireless server and that when the sun came up I would probably get a better signal and that it was in God's hands now. I was also told that the majority of their service calls were for this unit but yet it was the server that was the issue?
On Saturday morning I called technical support and was told yet again it was the wireless server even though the terminal was now plugged into a land phone line! I was then told that they would not be able to assist me until the technical support staff came in on Monday. The two biggest days of the show I was unable to process any credit card transactions, costing me about $700 in sales. The only reason I needed a terminal was for trade/consumer shows and I was out the boot fee and loss of sales not to mention the $1044.75 I spent on the terminal.
When I contacted IMS on Monday I was told we are sorry for your inconvenience. A loss of sales in not inconvenient it is unacceptable. I asked to terminate their service of course there will be an exorbitant termination fee and only an 80% rebate on the faulty terminal (of course return shipping is on my dime).
In summation, IMS promised 24/7/365 customer service/technical support and did not deliver. They promised superior equipment and service and did not provide that either. I guess I was only allowed to process credit sales when I was in my car, with the sun shinning and with God's blessing. It will cost me about $500 to terminate, and at this point I am almost willing to pay the price for terminating any and all business with Innovative Merchant Solutions, I would rather have my sanity.
Virginia Beach, Virginia
This report was posted on Ripoff Report on 02/18/2008 08:34 AM and is a permanent record located here: http://www.ripoffreport.com/r/Innovative-Merchant-Solutions/Calabasas-California-91302/Innovative-Merchant-Solutions-Service-promised-not-provided-incompetent-and-rude-technica-309768. 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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