Coffee Shop Manager Problems
I am having a helluva time getting anyone at CSM to respond to my queries on the status of an updated machine I paid for 5 weeks ago. Seems like once the cash is in hand, the service and communication disappear. I have tried emailing T. Bronson, Fred Dilkes, Andrew Valdez, Guy Talluto. Their Facebook page doesn't allow posting. Any one have some contact info? Thanks.
Replies to This Discussion
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Permalink Reply by Molly Arnold on
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So, now it's been 8 weeks since we've paid for the machine and still nothing. These people do not reply to emails, texts, or phone calls. I have never experienced any worse customer non-service in my whole life.
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Permalink Reply by Mike Spence on
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Hi Molly, I just sent you a private message with some possible alternate ways of contacting them. Hope it helps.
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Permalink Reply by Julie MacDowall on
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I'm sure that by now you have figured out that CSM was purchased by Granbury Restaurant Solutions. We have been using CSM for 6 years...and we are now in the process of searching for a new POS. The customer service experience is now a very different one...now when you call they have no idea who you are, nor does the sales dept seem to care. I will miss the great Tech Support team that was CSM...but not much more.
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Julie,
I did know about the purchase, what I did not know was how horrific this renewal upgrade would be. After almost 4 months we are still trying to get the update we paid for installed. We, too, will be forced by this experience to change in the future. However doesn't help for now and money already spent. Nor do they care. Thank you for speaking up.
Molly
Julie MacDowall said:I'm sure that by now you have figured out that CSM was purchased by Granbury Restaurant Solutions. We have been using CSM for 6 years...and we are now in the process of searching for a new POS. The customer service experience is now a very different one...now when you call they have no idea who you are, nor does the sales dept seem to care. I will miss the great Tech Support team that was CSM...but not much more.
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Permalink Reply by Shane on
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We had the same problems up until two weeks ago and have been with CSM for 7 years. Just switched all 3 of our registers to Square and we absolutely love it. Cheaper, clean design and much better.
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Thanks, Shane. We'll probably be doing the same thing. Fighting for the refund now. It's been 4 months now- a computer months into the warranty waiting, 3 add'l payments and now being asked for another because something else they sold us is obsolete. This has been the worst vendor experience in my 15 years of owning the coffee shop.
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Permalink Reply by bryan no on
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Have you guys heard of touch bistro? So far so good and the tech support is readily available to help. Not too expensive I don't think for the quality and feel of the layout. It's about 400 for the card reader and I believe it's 300/yearly for the license
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Molly we had the same issue too...Paid for the software upgrade, never had it installed.
The other issue was that we had to change Merchant Service Co's because CSM now works exclusively with PayPros. Our swipe fees went from 4 cents to 14 cents. A huge increase for a small business to absorb.
We are currently looking into Leaf POS. It integrates with Heartland, cost $250 then $50 per month. The interface is nice and clean and offers great reporting. We haven't made the commitment yet but we are close.
Molly Arnold said:Thanks, Shane. We'll probably be doing the same thing. Fighting for the refund now. It's been 4 months now- a computer months into the warranty waiting, 3 add'l payments and now being asked for another because something else they sold us is obsolete. This has been the worst vendor experience in my 15 years of owning the coffee shop.
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I would be interested in hearing about your experience with Square. Who do you use for Merchant services? Do you use a back office system as well as a kitchen screen? How does it work with modifiers? What did you have before and how simple is it to train employees? Any user experience info would be great.Shane said:
We had the same problems up until two weeks ago and have been with CSM for 7 years. Just switched all 3 of our registers to Square and we absolutely love it. Cheaper, clean design and much better.
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Did anyone that switched, have the ability to import/transfer your customer data? Use existing gift cards?
I am just starting to research alternatives.
We use Square when we set up at the Farmers Market and it's easy there, not sure with a big menu.
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Good question. I'm sitting here doing the research right now. I wonder if Square does anything with employee management (clock in and clock out) and also gift cards and loyalty programs (buy 10 get one free)
Molly Arnold said:Did anyone that switched, have the ability to import/transfer your customer data? Use existing gift cards?
I am just starting to research alternatives.
We use Square when we set up at the Farmers Market and it's easy there, not sure with a big menu.
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Permalink Reply by Sheena Cameron on
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We are in the same boat, bought a system in April and should have both shops all set up and linked together and we are still waiting. We just call and call each day until we get somone.
We normally just call the main line and leave lots of messages. I know that doesnt really help but I hope you can get someone.
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