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Customer Service
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I have not had the most success in communicating my requests to AccuPos' Customer Service Department over the past year. I have sent many emails and left voicemails for level 2 support when I have come across serious limitations in the software for my
business needs. I was told by CS Reps to leave a message or send an email with my request for consideration of a future upgrade/fix. No one has ever called or emailed me back, with the exception of two representatives, Eldar and Juan. They both have went above
and beyond to help me over the past month. Eldar spent just over two hours reorganizing my tender codes and troubleshooting the system in accordance with my specific business needs. I needed a way to track my three different revenues for my business and I
had all sorts of tendering codes that made it complicated for my staff. Although I was the one who originally requested all of the different tender codes upon set up, no one really analyzed my needs and helped me figure out a better approach, based on AccuPOS’s
capabilities. Eldar demonstrated extreme patience and understood my concern about changing the original recommended set up by taking the time to walk me through a more streamlined approach – the way in which AccuPos was meant to be run! He also took time to
help me figure out the best way to manage my loyalty program…even after he had spent a lot of time with me at that point! Juan recently helped me set up my loyalty program and revise my customer list so that it worked with the loyalty cards I ordered through
AccuPos. It appears yet another limitation in the software we had to "work around". The customer id on the card imports into a field in AccuPos where Quickbooks places the name of the customer...and it cannot be changed. It took me a few hours to change all
of my customers in Quickbooks so that it didn't conflict with a programming field that they won't look at changing. With all of the advertising they spend pumping up their integration with Quickbooks, one of the main reasons for purchasing it, I feel mislead.
In the past, I have called AccuPOS tech support and have had to wait several hours to hear back from someone as of late. With the time difference, I was receiving call backs after I was already closed! I have also had some unpleasant experiences – feeling
rushed and a sense of pressure from the technicians, as they weed through all of the other calls. I am not sure if the staff has decreased, but I was procrastinating making the call to streamline my tendering process due to my frustration of not being able
to have someone dedicate the time needed to set up my system correctly. So this time, called very early in the morning and was very appreciative that he took the time he did to make this work for me the way in which it was intended! Thank you Eldar and Juan…AccuPos
is lucky to have you two! In closing, I find AccuPos' voicemail recording/advertisement to be very misleading as they do not, in my experience, learn what your needs are to find a match with their product and your business need "right people with the right
solution". The sales person or "product specialist" clearly mislead me with the capabilities of the actual software by not disclosing its serious limitations. So I disagree with the other advertisement "a product specialist carefully qualifies a good fit for
your business". Lastly, the part about their motto "through commitment, ownership and teamwork they can find success" does not happen either if they can't even return a phone call or email!...If I ran my business continuing to NOT listen to my customers needs
and take action through "teamwork" to constantly improve my product...I would be out of business!!
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