Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 1, 2024, I paid $2,475.20 for a *** system for my caf.Although I was informed the product was in stock when I placed the order, delivery took 18 days. The included monitor, which is a Chinese-made product worth less than $500, was sold to me for $1,650. When I requested a replacement or exchange, they refused.When I expressed my intent to cancel the software, they claimed the tech support team would delete it. I asked about the program costs I had already paid, and they stated that $560 was for labor fees.I complaint about the excessive cost of the *** system, but it was dismissed. Upon further investigation, I need to help.

  Business Response

  Date: 07/01/2025

  Thank you for reaching out to us and sharing the owners concerns. 
  We sincerely regret the inconveniences the owner experienced with our service and appreciate the opportunity to address their feedback.
  
  The delay in delivering the equipment was an unfortunate result of unexpected courier and customs clearance issues that deviated from the usual schedule. We understand the importance of timely delivery and deeply regret the disruption this caused. We were also surprised to learn that the owners previous *** provider of a long period has removed their system immediately upon the cancellation request, leaving the business without a functioning *** system.
  Recognizing the urgency of the situation, we worked over the weekend to prepare a temporary *** system, complete with fully operational programs and equipment, in a significantly reduced timeframe. This temporary system was installed on-site in the early morning hours to ensure the owner could operate the business as usual. Once the purchased equipment arrived, it was promptly installed and confirmed to be functioning normally.
  
  Regarding the owners request for equipment replacement or exchange, we carefully evaluated their concerns against the warranty policy. As the equipment was confirmed to be operating normally, replacement or exchange was not possible. Despite this, we understood the impact of the 18-day shipping delay and the owners request for compensation. As a gesture of goodwill, we provided a $500 compensation via e-transfer, even though alternative temporary solutions had been provided during the delay period.
  
  We understand that *** hardware in the market can appear similar, but there are significant differences in price and performance depending on configurations and specifications. If you could provide the detailed configuration and specifications of the equipment in question, we would be happy to review and follow up on this matter further.
  
  Regarding the software rental cancellation, we informed the owner during installation that the automatic rental fee transfer would stop once the program was deleted. While we attempted to remotely delete the software, internet connection issues prevented completion at that time, and we paused the process at the owners request to proceed later.
  
  The cost of the *** system reflects the system configuration, equipment used, program licenses and options, as well as the labor costs of our engineers. These details were discussed during the consultation phase prior to the contract, and the agreed-upon amount was requested accordingly.
  
  We sincerely hope that these clarifications help resolve the owners concerns. We remain committed to providing the best possible support and are happy to cooperate further to ensure satisfaction of our former client as well.
  
  Please feel free to reach out for any additional questions or require further assistance.
  Thank you.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 22727719
  
  I am rejecting this response because:
  The reason I ordered the *** system was because it had the specific options I needed.I sent the payment because the company said they could get it done quickly by working over the weekend. However, after making the e-transfer, they informed me that the item was out of stock and would need to be reordered. They have not updated me on the delivery schedule since ******* i complaint and got a 500 back. 

  
  

   When I contacted TechServe to cancel, they mentioned they would delete the system, so I paid $2,500. However, when I asked which software they would delete, they did not provide any detailed explanation.
  I am expressing concerns about the pricing. The *** hardware alone cost $1,650 plus GST/PST, which seems unreasonable given the specifications of the computer. Selling a computer with low specifications and deleting the software raises the question: who would want to purchase this *** system at a reasonable price in the future?
  I am currently trying to sell the system on Marketplace for $1,500, but it appears to be too expensive for potential buyers as no one has contacted me.
  TechServe refunded $500 after I complained about the delay, but they have not addressed my concerns about the *** monitor itself.
  Sincerely,
  
  Dooyi ***

  Business Response

  Date: 21/01/2025

  We recognize that the client was left temporarily without a *** system, and as a result, we took prompt action to address the issue. 
  In good faith and as a courtesy, we expedited the provision of a temporary *** system far quicker than our usual turnaround time. 
  It is important to note that the agreed-upon quote did not include any additional fees for expedited weekend work; this was a decision we made solely to uphold our commitment as a solution provider.
  
  The delay in providing the ordered *** hardware was due to unforeseen circumstances, including customs clearance and shipment delays. 
  To mitigate the impact, we supplied temporary *** hardware and software the following week.
  Additionally, we acknowledged the clients dissatisfaction caused by the absence of the ordered hardware during this period and paid a goodwill compensation of $500.
  
  On January 8, we received a separate message (outside of the BBB complaint) stating: "The *** makes such a loud 'wooing' noise when resetting that it seems unusable."
  The next day, we applied our six-month free replacement warranty, provided a new device, and retrieved the allegedly noisy device for inspection.
  Upon inspection, we determined that the retrieved device exhibited momentary fan noise during startup, which is normal behavior as the system processes increased workloads during reset.
  Outside of this, the device operated as expected with no issues.
  
  Despite confirming that the original device was functioning normally, we decided to honor the replacement warranty and not revert the replacement device to the client. 
  We are confident that we have fulfilled our responsibilities as a solution provider. 
  Further interactions with this former client are not in our companys best interest.
  We want to emphasize that all warranty measures were executed in accordance with our policy, even though the company is no longer servicing this client.
  
  
  Message to BBB Caseworker ******** *********:
  We greatly appreciate the effort and arbitration you have personally dedicated to this matter.
  As a local business, we value the relationships and collaboration within our local business and commerce community. 
  We are willing to invest additional time to fact-check and address every aspect of the complaint. 
  However, we are increasingly concerned that the complaint has shifted beyond the reasonable boundaries of a solution provider and client relationship. 
  For example, on what basis is it claimed that the specifications of our hardware is inferior, and why is there doubt regarding an agreed pricing? 
  And is it reasonable to hold us accountable for an individuals inability to sell an item on a secondhand trading platform?
  
  We would appreciate it if the BBB could clarify the scope of our obligations in this matter and help bring this case to a close unless the client raises any further legitimate complaints.
  
  Regards,