Graham R.
1/5
Customer service very poor, I'd give them minus if I could. I have had a card machine with this company since 2004. So I have been paying the monthly rental since then. Does this make me a good customer of theirs or not? By the way I have been treated by them this week I am dog pooh on their shoe. I presume it's because I'm a small business owner. When I first got my machine I used to take it out with me in my oven cleaning van but after breaking and having to pay £100 to fix it, I left it at home where my wife could take payments. Now ten years we have four guys working for us and we take up to £2500 a day and the machine is kept in our office, and our call centre ladies share it. Our office has been in the same village for the last 7 years. Everything has worked fine until last Monday, when the machine stopped working. I phoned Ingenico Technical support who are based in Northwich. Spoke to Stephen who told me my local Orange mast (the one 1000m away) had 'gone down'. They told me I had to drive to the nearest T-Mobile mast to test the machine. I did this the next day. It passed and was working fine next to the mast. I went back to the office and the machine still didn't work, so obviously we don't have T-Mobile coverage in my office. I spoke to Steve on Wednesday who told me that they would be sending out a machine by next day delivery and I'd get it the next day, really I couldn't see the logic behind this. At 1630 on Thursday I rang to ask where it was. They said oh it missed the post from them and now would be with us on Friday. On Friday we got it at 1630. The new machine had the same problem as the old machine it didn't work. We rang them again. They said that we could have a new sim for the Vodafone nextwork but it would cost us £40, but they couldn't guarantee that it would work. I checked the local mast locations there are 4 masts with two of them 1000m away. I use Vodafone myself and it works in my office. I rang them and said why did they send us a new machine when the old one past the test, surely the problem was a local technical issue which could be solved by sending a new sim for the Vodafone network, because that was obviously the problem. They said we'd have to pay for the new card. I said why should I pay for it when it was their service which was at fault? The solution, they are getting the team leader, to ring me on Monday. To do what? Authorise the new sim cost for free? Why couldn't they have done that the week before? Incredible! The people who answer the phones can't authorise a new SIM at a cost of £40 when they can authorise a new machine delivery at what cost? It has got to be close to £40, if not more. They've wasted my time and energy, my wife's time, our staff's time. I've been fobbed off by them. I await the call on Monday Igenico. Also I tried to get sales advice, by filling out the sales interest request form on the Igenico site, as obviously now I realise one machine which we rely on isn't a good thing. Nothing happened. The sales number on my old machine had worn off. At 1730 tonight, Friday as I was about to leave the office I saw that the number of the sales office is there. I wonder how that call is going to go on Monday? Really the technical staff could have sorted out. They didn't. They didn't care.
One week on and we found the way to get action. You need to complain, we found the general number on the site, rang it and then said we'd like to make a complaint Once they have a complaint logged then they will action. The technical guys then said that there was a problem with the mast, they would send us a SIM card for Vodafone network out by next day delivery to sort the machine out - on loan(!) until it the mast is fixed. They could have done this the previous week and saved a nightmare of a week. But apparently another company deals with the cost of the SIM card which is what caused them to stall last week. But a complaint logged means they have to take action. 🙂
