Answered By Geeks

On 4-21-14, upon opening for lunch service system crashed with first credit card purchase and again at dinner. Salesman Joe Howard got the system back in operation both times. It was intermittent issues with that and the system crashing when trying to enter customer food orders with the terminal jumping out of the program back to Windows screen requiring restarting the software or rebooting the entire system including the back office. The customer display has never worked from the beginning, they continue to claim it is an issue with the manufacture NCC Reflections and that they are working on it. 6 months this has not worked. Salesman Joe was helpful in the beginning doing training, adding buttons as we operated, up until I would not pay the balance on the system insisting that all of the problems be corrected, that I wanted a 100% functioning system prior to paying balance of approx. 20%. I was told "you didn't stipulate you wanted a working system", I assume in order to pay the full balance. I received a final invoice 6-29-14 which incorrectly listed the down payment made and was not correct. I told him I should not have to stipulate I wanted all functions to work properly. Shouldn't this be a given! The owner Ryan Ader finally called me to discuss around July 4th weekend. He told me he was going to go through all of the programming code to find and correct problems and let me know. I never have heard from him about any results since, even after calling asking for him to call me, sending email, asking Salesman Joe to have him contact me. I setup a 3 payment plan to complete paying since he seemed committed to completing. But rescinding after one payment when he refused to come out and discuss, return calls, emails, etc., to sit down and discuss a resolution. This has gone on since 1st of July 2014. Even though there are still the same issues going on with reports not usable, correct, system crashes, no customer display, I reluctantly paid the final payment, minus the cost of the customer display, in hopes it would encourage them to step up and complete the system, come out and discuss, interface with their customer that has spent a lot of money for a system that does not function 100% ever throughout even one week. But even that hasn't worked. I hear nothing from them. They even started in July when I refused to pay the final invoice started coming in through the modem connection and implanted messages that came up on the terminal showing their incorrect invoice balance and locking us out of the system completely. We had to contact them daily to gain access to be able to operate our business. They have done this up until the end of September. I tried to get them to stop playing these games and use their talents to fix the system, but they apparently are not capable of doing that. I advised they were not embarrassing me as the employees are well aware of the issues and why, they experience the problems on a consistent basis when trying to do their jobs. We have even lost customers over their frustrations with constant problems with not being able to process their orders or accept their credit card swipe through the terminal reader. It is obvious that neither the owner-Ryan Ader, nor Joe are interested since they wont ever come out, call, email or simply make work and address ALL of the issues that have been and continue to be reported to them. I have a 2 year warranty and also pay for a special contract providing for an hour of after hour service, which all seems useless at this point. I have also tried to contact the manufacturer NCC Reflections and have not gotten a response from them either. I would advise anyone considering working with this company to really think about this and consider other providers, many are not as expensive and more customer friendly and don't crash like this one is. I have never until 2 weeks ago, been able to use the Labor Reports and Tip Reports to prepare payroll for our payroll company. We have had to spend 2-3 hours deciphering the reports manually as they run all reports together since June 17th! Tip Reports have not been correct and must go through the individual tickets in order to process tips. I cannot use the features of putting schedules into terminal to control early clock in and out issues, as it was stuck on June 17th as was all the labor reports. Items that were working properly, stop working, after some attempts to correct reported problems. Even lost weeks worth of Menu changes, price changes, after the version of software was upgraded. Never have gotten this back to where it was even though they supposedly backup the system every night. I would think if that is done, all of the changes that were made should be easily reinstalled. But it was not. I don't think any features are checked out to ensure they still function after any software changes, updates, repairs, which is standard programming steps when working with customer software. One should always make sure that no problems were inadvertently induced when doing something else when working with programs. I regret ever doing business with this company, bad experience, and very disappointing that the Owner- Ryan refuses to address customer issues and ignore repeated attempts to contact him. I have even been accused of not having the money as the reason I have not paid by Joe Howard the Salesman. Not true just want a 100% all features working system, or simply take it back, give me my money back and lets go our separate ways. Never have I seen such poor customer service. They claim they have never had an issue with their systems. Well they have one here and they are ignoring it. I cant imagine fighting this throughout the warranty period trying to get them to correct problems.