Tantracks is being UNPROFESSIONAL!

[unity]

Well lets hope all goes well. I myself am getting a little tired with how some of these large tanning companies treat their customers. They USED to have the upper hand, and some still do, but they all act like it. I really cant stand ETS, tech support for Helios is under par and I should NOT have to wait for a call back when I am PAYING for support. I also tried getting support from ETS for bed repair and was treated VERY rudely.

But now with many salon closing and sales down across the country from a few years ago, the salons have the strong arm since they NEED us and all the business they can get. Salon that are ran well can cope and cut back but a large corporation can really feel it. Hence my comment back about companies not being able to afford to treat customers badly.

My distributor has been great, but I am gotten some VERY pushy calls from others. I tell them I do not buy lotion in bulk, only what I need one week at a time - thats all. I was told "Thats stupid, so how about 20 bottles for $60 then?" They dont even listen!

ok, done venting...

[Nichesoft]

We would like to post our response to the issue at hand with Mr. Andro.

First, our position is and has always been that we have not misrepresented in any way the abilities of the PC Charge or TanTrack software applications. We have never offered checking account drafting although we plan to do so in the future. Currently, we recommend a third party processing company who handles these transactions using a non-integrated method wonderfully without the need for any additional software modules.

PC Charge only handles credit card transactions. That said, as it was explained to Mr. Andro, PC Charge can process debit cards that have a VISA or MasterCard logo displayed. They will be treated like a credit card during the authorization process. Our own sales literature refers to this application as “Credit Card Software Module” to prevent any such assumptions.

Despite this he said, she said dispute, the software was activated. Activation is certainly not necessary for someone to determine that checking accounts are not drafted using the PC Charge product. The problem now is that the PC Charge software has been activated. We would have had more options at our disposal had this not occurred.
Verifone, Inc., the maker of PC Charge, has a strict policy where they will not “de-activate” a software program once activated.

A full refund of the PC Charge application is not on the table because he has already activated the software with Verifone. In the interest of good business, taking into account that he feels as though we have purposely misled him, we came up with three offers during various conversations with Mr. Andro. Mind you, he has refused ALL of them.

Offer #1 (12/20/07): He is to cancel the charge back. We will refund 50% of the PC Charge price, and he may keep the PC Charge Software.
- He refused.

Offer #2 (12/20/07): He is to cancel the charge back. We keep the PC Charge software, but add two years of technical support to his account. This is a $500 value. We do occasionally offer sales on the renewal price but those are never a guarantee and can be discontinued at any time.
- He refused.

Offer #3 (1/10/08): He is to cancel the charge back. We refund 50% of the PC Charge price, AND we give him one year of technical support.
- He refused.

While we have tried to working with Mr. Andro, he is unwilling to accept any of our offers. We feel that given the situation we have been more than reasonable in this matter.

[NewOwner]

As with any dispute it's always important to hear both sides of the story. That's why I asked some of the questions I asked earlier. One thing not posted is that PC charge is more than just a software to process credit cards. It's the only software that works seamlessly with TanTrack so that you can actually use the TanTrack software to process your credit cards.

TanMan didn't answer my question earlier but I am going to assume he is using a standalone credit card machine to process his credit cards. Therefore, this software still has value if he intends to stay with TanTrack. He now can use his TanTrack software ONLY to process cards which is much quicker and convenient. And as Nichesoft mentioned they are going to offer EFT checking processing in the future.

Nichesoft has offered him two years of technical support (which includes the upgrades to new TT versions). I didn't get two years of tech support with my PC charge purchase. I think that is reasonable unless you only believe his side of the story.

How many times have you read in these forums NO REFUNDS UNDER ANY CIRCUMSTANCES!

Here is a recent thread:

airbrush/spray refunds/???

This was my favorite line offered to a customer by one of our posters:

If everyone else is doing well with it, guess who's problem it is? Not Mine.

It amazes me how often I read "screw them" or "no refunds period!" when it comes to salon customers but when the salon owner is the customer they should get the benefit of the doubt under any circumstances. Jeff is running a business just like us and he has the right to act in the best interest of his business. I could be wrong but I don't think he's exactly dominating the industry. The man has expenses just like us and may not be able to afford dropping $440 for the software that now only has value to TanMan (since it is registered to him).

Just to be clear I'm a salon owner and have no ties to Tantrack other than being one of their customers. I've had good experiences. Now go ahead all. Insult me and change my avatar again because I don't agree with you.

[mr belvedere]

Then why are you defending them?

[NewOwner]

Because too often I'm (my business) the victim of bad press without the opportunity to respond. I see "experiences" posted on forums all the time and they NEVER tell the whole story or the complete truth. Even the legitimate grievances are exaggerated.

Clearly there was a miscommunication between TanMan and Nichesoft but that doesn't automatically make it Nichesoft's error nor TanMan's. Could have been a little of both. Nichesoft cannot use the software now that it is registered (an important part not in TanMan's notice) but Tanman can. In fact, he SHOULD be using PC charge. It will make his job easier.

Why should they have to eat the entire $440? I think their offer was pretty reasonable. Two free years of tech support will save TanMan from future expenses. They give up future income. Along with it TanMan gets TT upgrades that will eventually include the checking and saving software he is looking for and he will not have to pay a 3rd party to process his EFT's any longer.

Plus, it really wasn't a fair fight with all of TanTalk ganging up on Nichesoft!

[NewOwner]

Oh I forgot please insert IMHO wherever necessary in the above posts.

[eileen]

Originally Posted by NewOwner

Oh I forgot please insert IMHO wherever necessary in the above posts.

IMHO I have no opinion, I've never used the software or done efts. LOL

[sunsally]

Originally Posted by NewOwner

Oh I forgot please insert IMHO wherever necessary in the above posts.

:) :) :) :) :)



While I'm sure Tantracks doesn't appreciate this negative thread, by posting his "real name", rather than using his posting name, they have violated one of the "faux pas" of on-line sites -- in my opinion.

Again - with disputes that turn into legal matters -- usually better to leave it to attorneys and keep them off public websites.

IMHO :)

[tanman0302]

TO TANTRACKS:
I have a letter from my credit card processor that states that he also spoke with Racheal and told her that we need to process via credit, checking and savings and she also told him that it is possible. All 3 offers were denied because:

Offer #1: PC Charge is useless to me. I have a credit card machine and do not need to process my everyday transactions with PC Charge (also told Racheal that I only wanted the program for EFT's)

Offer #2: Again PC Charge is useless to me and 2 yrs tech support if renewed before it expires is $200 a year...a $400 value not $500! and againI still lose out!

Offer #3: Again Pc Charge is useless to me and 1 yr tech support is worth $200.

I STILL STAND...I WAS MISLEAD BY RACHEAL AND PURCHASED THIS PROGRAM BECAUSE I (AND MY CREDIT CARD PROCESSOR) WAS TOLD THAT I COULD PROCESS THRU CHECKING AND SAVINGS. And to clarify, We (me and my proceccor) were told that he could set up the checking thru his system.
I installed the program because I was told it would do what I asked and only found out after trying to set it up that it wouldn't. I have seen other posts on other sites that also stated that they weere told it would do checking, which further backs my statements so and far as I am concerned I AM OWED A FULL REFUND.
Also, I would like to discuss this directly with Jeff but he still REFUSES to call me. Again Jeff, my cell # is 203-558-8777!

[tanman0302]

AS POSTED ON ANOTHER SITE BY SOMEONE ELSE:
I PERSONALLY have had tantrack for 3 years and I love it! I however broke my dongle key and had to return it before i could get a new one... it took time and it put us in a bad spot for days. I personally think that everyone should know that going in to it... guard your dongle key with your life and know what to expect if something happens to it and you have to replace it! I was personally told that it would work with checking, and it turned out it didn't.