Complaint: In Nov 2009 Mr. Rod Donaldson came into my business to offer a low rate of POS & new machine for processing. His assured me lower transaction rates & better services provided by MSI, along with acash offer of $200.00 sign up bonus to offset the penalty should I switch from Moneris.During the discussion I specifically asked what the consequences are if I was to cancel my contract with MSI in the future. His reply was that there would be a $200.00 cancelation charge. To this day I have not received that $200.00 sign up offer.Eventually I signed the contract he had with him. At that time I/we did not review the contract. Mr. Donaldson did not he point out any details of the contract or have me initial any pertinent aspects of the contract, nor did he leave a copy of i 2 days later Mr. Donaldson returned and asked for another signature on a different form. It was during a busy hour when I was serving my customers. Against my better judgement I signed. The copy of this form or original contract signed was not sent to me till the New Year around mid January 2010. In the late December 2009, I received the debit machine just a few days before the shop closed for my family vacation. After coming back, on January 8th, 2010, Mr. Rod Donaldson came in and setup the machine and reviewed instructions with me on how to use the machine. From that very day, I received many complaints from customers on the machine all stating that the machine is extremely slow in performance. Also, I realized that when using a chip credit card there would be no tip option.On January 12th, I phone MSI to complain about machine, the service employee instructed me that the transaction speed problem was due to the use of dial up connection and recommended me to setup an internet. For the tip option problem, he told me that they will phone me back in 3 days. On January 14th, MSI phones and instructs me to download software that will fix the tip option problem. I followed his every word and did as told. I tested it but it did not work. The service employee then told me that they would do investigation on the program and say that they would phone me back. It was then they suggested that I would need internet. I arranged for the internet service to be installed.On January 21st, my internet setup was completed and I phoned them that it was ready for connection but they told me that they would phone in 3 days. On Thursday, January 28th, nobody called me within the week so I phone them to see if they were ready. I ask them and they replied with a no, this frustrated me because the setup of the POS has taken so long. I told the service employee that if the switch to internet connection is not ready by Monday, February 1st, I will close my account. Still MSI did not call me on that day. On the same day, February 1st, I phone MSI and asked them what their fax number is and they question me Why? I respond back that I wanted to fax a termination form to them. He puts me to the customer care department, the representative I was sent too was by the name of Mr. Darryl Peppers voicemail box. I left him a message saying to call me back. But no one calls me by February 4th, so on the same day I phone them and told them I just want their fax number; I then finally received it so I faxed the termination form over to MSI. I phone them again that I wanted to close my account; I also called Mr Donaldson that I wanted to close my account. He tries to convince me to continue their services. I reply back that both their customer and POS services are too poor therefore I wish to discontinue their services. Next day, Mr. Rod Donaldson came into my business to ask me all details on why I wanted to close my account and said that he will personally send a letter to the company. I go through all the issues with him and insisted that the account be closed. Right after he left, MSI calls me that their ready for download. I said that my account is already closed. I ask them to forward me to customer care department to personally talk to Daryl Peppers. Once they put me to him I asked him on how I can return my debit machine, he said that the machine does not belong to them but belongs to NLS, the leasing company, he instructed me to phone NLS. So after that discussion, I phone NLS. They told me that the lease is non cancellable. This was the very first time I heard that the machine was from a 2nd company & not from MSI which is the company that Mr. Donaldson voiced that he was representing when he presented himself & the contract to me. It was at this time that I pulled out the contract & showed it to a business friend. The friend pointed out that there were two logos on the contract. Mr. Donaldson most certainly had not pointed that out during our initial or subsequent conversations, or when I signed the first or 2nd form for him. Mr Donaldson failed to mention that the machine was not owned by MSI. I call Mr Rod Donaldson; He acted surprised to hear that I could not return the machine. At that point he promised to contact his boss at MSI. He assured me that on February 8th Monday he would phone me back. Monday came; again, he did not call me. I call him on February 10th, Wednesday, and he tells me to phone MSI customer Care. So I phone Daryl Peppers and asked him how I can cancel my lease of the machine and he replies that he cant do anything. I am still waiting for instructions on how to return this debit machine which has been unhooked and Sitting in the box since Jan.29/2010. Where do I send it? From Saturday March 13 to Friday March 19 I have received 4 phone calls. 2 to my place of business which is disruptive taking focus away from the customers & 2 to my home. I have made it clear during each call that the machine is not being used & that the obligations outlined in the contract have not been met . The Customer service & support is not available.
Address: 605 Yates Street Victoria, British Columbia United States of America