• Report: #707328

Complaint Review: SunrisePOS

  • Submitted: Thu, March 17, 2011
  • Updated: Wed, May 11, 2011

  • Reported By: Kent — Chandler Arizona USA
5932 Bolsa Ave. BLDG. # 107 Huntington Beach, California United States of America

SunrisePOS Sunrise Tecnology, MMG Inc Purchased a Digital Signage Unit in September 2010 and this company cannot get it working as of March 18 Huntington Beach, California

*UPDATE EX-employee responds: SunrisePOS, Inc., MMG, Inc. have nothing to do with this posting at all.

*Author of original report: Sunrise Technical Services Incorporated

*Author of original report: Correction to company Name

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I own a frozen yogurt store and thought it would be a great idea to start advertising on a TV via digital signage.  Well the company that sold me my registers said they could handle it.  When I first ordered it they told me it was on back order, so I waited for about 2 months.  When it came in to their office they said they wanted to program it for me so that it would be ready to go when I opened it.  The tech requested pictures and info that was going to be displayed on it so I sent him everything he needed.  So I paid $1,497 for this digital advertising unit in September 23, 2010!!! I kept calling after he had everything he needed as of December, I would either speak with the tech or someone else who said he’s working on it.  They gave me the run around for another month and didn’t ship it to me until February 8, 2011.  When it arrived we went through a demonstration over the phone (remember it was supposed to be ready to work, that’s why they needed it for 4 months on their end). [continued below]....
.....  They had training with me over the phone and made minor adjustments but I noticed the same day that it wasn't working properly.  I called back and the tech tried to fix it and said it should be working but the next day it was still not working. I spent hours on the phone with the tech trying to solve the problem and he would tell me if it’s not working tomorrow then call back. This is when the tech went MIA.  I would call back and leave message after message and no one would call me back.  Every time I called no one would be there to fix my issue. Someone would always say that the tech would get back to me but never did
As of today March 17th the unit is STILL not working and no one from there company has fixed it and are not making this a priority all the while debiting my account $41.25 for a support contract. I called today and spoke to the receptionist who said "We don't issue refunds." I told her my issue and she said that the support contract that I am paying for does not cover my digital signage unit, which makes no sense because it’s not working and I shouldn't be paying for a fee if they can’t even fix something they sold me!  I am losing business because I am need to advertise events on the TV and am not able to do that.  So it looks bad on my store and customers are not informed of our specials right now.  Unfortunately because I have already spent about $9,000 + with this company I really don't have a choice for my first location, but I will not give them any additional information and would recommend the same to any of you.  I have also filed a complaint with BBB and the reason is because on their website www.sunrisetek.com it has the BBB online logo (eluding that they are a BBB accredited co.) well it turns out they aren't even registered with the BBB and when I contacted the BBB they said that was a violation and they will have Sunrise POS remove it from their website.  I gave this company every oppurtunity to make this right, they refused to make any concession, a refund of only $41.25, no apology or try to get the box fixed right away, so I have no regrets of posting this I felt like I had no other options.

This report was posted on Ripoff Report on 03/17/2011 01:25 PM and is a permanent record located here: http://www.ripoffreport.com/r/SunrisePOS/Huntington-Beach-California-92649/SunrisePOS-Sunrise-Tecnology-MMG-Inc-Purchased-a-Digital-Signage-Unit-in-September-2010-a-707328. 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 EX-employee responds

SunrisePOS, Inc., MMG, Inc. have nothing to do with this posting at all.

AUTHOR: SunrisePOS - (USA)

This report is completely false, one sided and inaccurate.

Swirl It Frozen Yogurt in Gilbert, AZ did buy a POS system and a completely custom digital signage system. But not from SunrisePOS, Inc. or MMG, Inc. as he has listed in the posting.

He purchased it from Sunrise Technology Group, Inc. at 1511 W. Alton Ave. Santa Ana, CA 92704. Let's make that clear first and foremost.

This posting says he purchased it from SunrisePOS and/or MMG, Inc. He did not.. Even after advising this person that he posted incorrect and slanderous information on the wrong companies and asked him if he would kindly remove the incorrect information - he did not nor did he care that he made a mistake nor did he apologize for his error. And our legal department is in the process of filing a slander and defamation lawsuits against him for that. I will keep everyone updated on that with a follow-up rebuttal.

Upon his purchase from Sunrise Technology Group, Inc. - he was well advised that the custom digital signage solution he was requesting was not available yet (not that it was on back-order as he mentioned in the posting - also more false information to make us look bad) and had to be developed, tested in-house, deployed and then tested again once installed on-site. (Common Practice)

STGI did return all of his calls in a timely manor as we have phone records as such.. He may not have received a call back the same business day but absolutely within a reasonable amount of time to give him updates on the status of the development project.. Keep in mind.. This was a totally custom project and advised him that this could take months to develop, test and deploy. He was assigned a project manager that would give him periodical updates. Which they did.. I don't know what his perception of a reasonable amount of time but 24-48 hours is pretty fast in this industry to get a call back from your project manager.. 

In the posting he mentions that when he received the system we had to make some minor adjustments to make it work on his (non approved hardware and also part of the testing process that he was advised of) and the media player was and still is today working correctly..

Once the customer started to change the original content being sent to the digital signage system - the digital signage player would not show HIS content correctly because the content was not formatted correctly. Again.. No one's fault but his own as we can not be held responsible if the content he is sending to the digital signage system is not correctly formatted. And yes.. he was well trained and even received custom training videos to help him.

The $41.25 per month that he mentions in this posting is for a technical support agreement by Sunrise Technical Services, Inc. for his POS system that he purchased from Sunrise Technology Group, Inc. and not his completely custom digital signage solution. We do not offer a technical support contract for those custom solutions but rather bill hourly for training and additional development needs (of which he refused to pay of course). But.. He felt that he deserved some compensation for something (what - I don't know. We did everything we said we would do and then some). Being the good businessman that I am. I personally credited him back $41.25 as a good faith gesture. Even though he did not deserve a refund as his $41.25 per month tech support was for his POS system of which he had no problems with of course and even though he refused to edit his incorrect and slanderous posting.. And against the advice of our legal counsel. 

In regards to the mention of the BBB. Sunrise Technology Group, Inc. was registered with the BBB and as such had the BBB logo on it's website.. Which is www.sunrisetek.com.. That is not our web address. Also in the posting he put SunrisePOS, Inc.'s address in. Why - I don't know. He did not buy anything from SunrisePOS, Inc.

Our web address is www.sunrisepos.com. We are SunrisePOS, Inc. not anything else. As you will notice if you visit our website - We do not have the BBB logo on the SunrisePOS, Inc. website as they are not yet listed with the BBB nor will it be as we never really saw any advantage to paying the BBB $300.00 per year to have a logo on our website.

The bottom line is this..

Neither SunrisePOS, Inc. nor our parent company MMG, Inc. had anything to do with this customers posting. Sunrise Technical Services, Inc. spent hours and hours trying to train this customer for free. I personally refunded the customers $41.25 monthly payment for his POS system technical support contract with Sunrise Technical Services, Inc. of which I did not have to.. I advised him of the incorrect and slanderous posting and asked that he would please update it to reflect the correct information.. He refuses to do so.. And when I advised him that we will file legal action - He replied "I have been sued over 50 times and have never lost once" Which leads me to believe that this customer may have done this in the past to other businesses.

We have spent hours of technicians time trying to train this customer on how to load correctly formatted content onto his digital signage system. But yet we got our name drug through the mud for nothing. Isn't that just great...

Maybe this digital signage system is to sophisticated for this customer. I don't know. He refuses to pay for any additional training to learn how to operate it correctly, but that does not give him the right to post incorrect and slanderous information and deface my company that was totally unrelated to his purchase or service or his perception of the lack there of.

I don't know how to drive a semi-truck. If I spent a few hours or so with a trainer and didn't understand it still.. I would have to pay for more training to learn how to drive the truck. So I ask you... What is the difference? If he does not understand how to load content correctly and refuses to pay to learn. How is that anyone's fault but his own?

Today.. He still claims his system is not working correctly (because he doesn't know how to correctly format the content) and he still claims that we are all horrible companies and no one should do business with us..

I will leave you with this.. And I thank you for reading my long winded rebuttal.

Last week on May 6th. This customer went behind my back and was sweet as pie to one of my sales reps (Yvonne) that was unaware of any issues and wanted to place an order for two more POS systems from SunrisePOS, Inc. (the company he listed in the posting advising everyone to not do business with).. The sales rep was advised by our legal department that we would not process any orders from this customer and this customer was also advised as such..

So again.. How did we deserve to get our business names listed on this report negatively impacting my businesses when we did not sell him the digital signage system in the first place? And this customer refuses to pay to learn how to operate it correctly. Why does he still refuse to update the posting with the correct information when he has clearly been advised of his error? (Our attorneys will handle that part in our slander and defamation lawsuit)

Thanks for reading.. I hope this helps clear this matter up with anyone that actually reads these postings.. SunrisePOS, Inc. does offer amazing digital signage systems and have them installed in hundreds of businesses all over the US.. Some people pick up the formatting of content right away.. Some it takes a little longer. But we do return calls promptly and we did nothing wrong at all.
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#2 Author of original report

Sunrise Technical Services Incorporated

AUTHOR: Kent - (USA)

I contacted ROR.COM and asked what is the best way to correct the name in the review and they said to put the correct name in the Update title.

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#3 Author of original report

Correction to company Name

AUTHOR: Kent - (USA)

I was contacted by a person from this company and was told that the correct name and info on the company should be changed to as follows:

Sunrise Technical Services Incorporated
5932 Bolsa Ave #107
Huntington Beach, CA 92649
Phone: 714-444-2247
Fax: 714-594-7664


Please consider SunrisePOS and MMG to be non-related to this review.
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