Micros South Africa Complaint

SUPPLIER	Micros South Africa	INDUSTRY	IT
BRANCH / AREA	Bryanston	COUNTRY	South Africa
TIME / DATE	13:03 Tue 29 Nov	PERSON RESPONSIBLE	Brandon/Andile/Robby/...
CUSTOMER	ambrozio	View all reports by user	0 1
PROBLEM	Data Fault unable to s...	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Tue 29 Nov
HEADLINE	Supplier Does not know there system
We have been strugling with Micros for nearly over 2 months, Everytime we have to phone regarding another problem, the worst of the worst is that we opted to write our own data into the db, they have checked and said it was ok, they updated the db from v4.7 to v4.9, since then everything has gone from bad to worst, you phone them and they just don't come back to you, and only thing they say is "we are sorry" Our company has been running blindly from the beginning and they just don't come to the table in fixing the new problem that we believe was started with a faulty update. Technician had to go throug a manual to see how to update the db etc. We feel everybody has to look into this as support is crutial to every business. Add a new Micros South Africa Report Inappropriate report?
SUPPLIER'S RESPONSE	Micros South Africa	Time and Date	11:07:35 \| Thu 1 Dec 11
Hello ambrozio, On behalf of Micros SA I apologize if the service you have been receiving is not meeting your expectations. The support case is logged and in our system. Our support desk has confirmed that the issue is not related to a failed update, they have escalated the case to our EAME support desk and are awaiting feedback. Regarding the technician consulting a manual, we actively encourage our staff to use all the available information and documentation in order to resolve issues. Brandon, our operations manager, has been in contact with Veronica from your store and has updated her on the status of the case. Veronica has his details should she need to escalate.
UPDATED RESPONSE	Micros South Africa	Time and Date	14:20:02 \| Thu 8 Dec 11
Hello ambrozio, In response to the complaint on HelloPeter I visited the restaurant at 9:30 this morning. I met with Veronica and Daniel and I can confirm that their system is, in fact, functioning 100% as intended. All issues raised can be attributed to a lack of understanding of the system and failure to follow stock control procedures. Regarding requests for support: All assistance provided to you in configuring your system has been done at no charge including 2 days of training and on site assistance. We have no support calls currently open for you and all stock related calls have been dealt with and resolved be me personally. At no point did anyone escalate a support issue to any of the senior people listed in the support services escalation path. No support charges have been raised or quoted. At this point Micros SA have met all the requirement for getting your system up and running, at no cost, but up until now no payment of any of the outstanding amounts(in excess of R 8,000.00) have been received. Micros SA remain, as always, available to you for assistance and support. The most direct method of contacting us is through the support centre. Regards, Brandon Balsdon - Operation Manager
CUSTOMER'S FEEDBACK	ambrozio	Time and Date	16:10:40 \| Wed 7 Dec 11
Not Impressed: Hi there Micros South Africa Stil don't have a 100% working system. We did a exerice and to our dismay it seems to have been all in vain, We did the backend etc and fixed the frontend etc, We did the whole exercise since the variance etc never worked for us, we exprerienced problems with the update as above, but new day new problems as Micros fixed some stuff they damage other stuff. Ask for support Micros wants payment? It seems the whole micros system is based on payment to them? Please