• Report: #309768

Complaint Review: Innovative Merchant Solutions

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  • Submitted: Mon, February 18, 2008
  • Updated: Fri, February 22, 2008

  • Reported By:Virginia Beach Virginia
Innovative Merchant Solutions
26541 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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When I opened an e-commerce web site with godaddy Innovative Merchant Solutions was their preferred vendor so signed on for both internet and on site merchant services. When speaking to the sales staff at Innovative Merchant Solutions I was told that I would need a wireless terminal costing $1044.75 to properly conduct my credit card transactions. I used the terminal at a trade/consumer show 2 weeks after the purchase for the first time; I had trouble with the terminal from the beginning. It would not process several transactions nor would it process my batches without technical support (or lack there of).

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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Updates & Rebuttals

#1 UPDATE Employee

The Customer Support You Were Promised...

AUTHOR: Leanne - (U.S.A.)

A review of this account indicated that there might be a manufacturer's defect in the equipment. We offered the customer a new replacement per the warranty, however she declined. We accepted the return of the equipment and closure of the account without penalty as this problem was caused by the defective equipment and by no fault of the customer. We apologize for the inconvenience, but we are glad we were able to resolve the problem.
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