Complaints

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Company purchased from Time Systems, ******** Collection Device ************. Bought in April 6, 2022. This was the 2nd unit purchased with support, the first unit did not work. The product was installed on 1 computer. After much back and forth with the technical support service, I was able to get the unit and software working. Recently, the software stopped working, states that it needs to be activated. The software is on the same computer and has not been moved. I have tried to call the tech support number, which gives a message to log in on the site. I do not have a log in, and they will not provide me with that information. The only answer they give me is I need to buy a new license or pay $299 for support. I have sent multiple e-mails and phone calls and receive no answer but here is a link to pay. Why would I pay for software that I already did, twice, and it is supposed to last without a subscription or purchasing again.

  Business response

  10/09/2024

  Hello please see below the facts of the matter;-

  On 15 March 2021 a person called ***** purchased a system from us, the system was supplied with 12 months free software support. On 22nd March 2022 ***** had some technical issues and contacted our support team for assistance. This system was now out of its free support period and ***** was offered the option of taking out a support contract to enable on going support to be provided. He was quoted $299 for 12 months cover.  ***** chose not to take out support cover but purchased a complete new system. The second  system was supplied with 12 months free software support. This period of support expired on 22nd March 2023. 

  In August 2022 we were first contacted by *****, please see copy of email below;

  ***copy of email to ***** dated August 2022 ****

  From: Time Systems Inc <************************************************************************>
  Sent: Wednesday, August 31, 2022 12:58 PM
  To: ***************************************
  Subject: RE: Terminal Will not connect to computer software
  
  Hi *****, I can see a time clock and software was purchased  15/03/2021 at the time the correspondence between ***** and ourselves shows your terminal
  
  Serial Number *************
  
  The default password and credentials for the terminal had been changed, ***** was advised if this has been changed we do not have the capability of resetting the terminal password and credential. ***** was advised your support expired on the 15/03/2022 this clock and software is out of warranty. The same as above still applies regarding forgotten pins and passwords.
  
  ***** opted to purchase a new clock on the   22/03/2022 This started your support period from this date for this device this clock and software is within your free technical support period. I can see the last correspondence with ***** was to purchase additional tags and no further requests for technical support were made after 06/04/2022
  
  I have attached some guides for your review.
  The product is offered as an out of the box solution so you will need to ensure the initial steps are done as described in the attached guides.
  
  I will be happy to review your system via a remote session if youre stuck with something in particular. Please detail the issues below and we can proceed to assist you.
  Best regards D.R.
  
  Time systems Support
  
  ************            *end copy email*****

  Then in October 2024 we were contacted again by ***** stating there was an issue with one of the systems. ***** was advised again that no support cover is currently in place. It is over two years ago since the company purchased the systems. ***** has been offered the option of taking out a support agreement. He chooses not to. We are unable to supply any technical assistance unless a support contract is in place. ***** has been advised of this fact on numerous occasions. The price of support has remained the same cost as at 2021, which is $299 for 12 months cover. If ***** would like to take out support cover then our support team will be happy to troubleshoot and assist ***** with any queries he has. 

  These are the facts of the matter. Thank you. 

  Customer response

  10/09/2024

   
  Complaint: 22395469
  
  I am rejecting this response because:
  This is not a response.  The software says that it needs to be activated and to call your supplier for an activation code.  There is no need for technical support.  As stated in your advertising, it works for the lifetime, there is no subscription.  "This is not a CLOUD or subscription product and there are no on-going fees. You buy the solution, you install it, it is yours to keep."

  And what would be done by your technical support to fix the issue?

  Sincerely,
  
  ***** **********

  Business response

  10/09/2024

  Hello ***** we are sorry you reject our response. 

  We have tried to explain on numerous occasions that you have  no support cover in place. Your system is over 2 years old. As we have already said, we do not know why you are having an issue. For us to be able to troubleshoot the issue you will require a support contract. If you do not want to take out support cover that is your choice, but without cover in place we are unable to provide any assistance. Thank you.

   

  Customer response

  10/09/2024

   
  Complaint: 22395469
  
  I am rejecting this response because:

   

  For all of the same previousreasons.  The company is failing to honor the advertised product.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased their Time Clock software with key fobs to track time worked by our employees. Worked fine after spending several days trying to figure out how it worked, because the instructions are not created for those who are computer illiterate. I'm not a programmer, so I cannot be expected to understand their language of this product, no more than they can understand what I do in business. After we self managed to learn the system we added another license to another desktop and that's when all the trouble began. They called us a week after we received the 2nd license, because it takes that long for an appointment with their tech and it's never worked again. I truly want a refund on the product that it not working. If it worked, then we can live with the product, although, knowing what I know now, I would never recommend this product to anyone, small or large company. Service is horrific and I think its a one man show there.

  Business response

  02/22/2024

  Hello we are sorry to hear that the client is unhappy with the system. Having checked the client account we can see that this customer had the initial  setup and a training session  carried out by our technical team in October 2023  and then went on to purchase another user licence some time later. Our technicians also  did the full setup of the additional license for them. The client then reported an issue with not being able to connect the terminal to the software. Our technical team carried out some fault finding processes and it was found that the client did not have a static IP, which will cause them an issue. Our technicians advised the client to change this and arrange for a static IP to avoid any further issues. 
  
  All support is logged via a ticket system for a fast and reliable service. All information is logged for full transparency. Our technicians will aim to deal with any queries the day they are received or it may be scheduled for a day or so later depending on the nature of the issue and the date  the client has available which is most convenient for them. Our records confirm that a call was placed to this client on January 25  and our tech team carried out a full review and checked everything over. Everything was left fully working  at this time.  We can confirm that we have had no further tickets raised since this time.

  Should the client require further technical assistance they are welcome to log a ticket and our support team will respond by return. Thank you.
   

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a time clock system from Time Systems, **** hoping that the description of the system on the website would simply employee time tracking. The unit was received 3 days late and we were never provided tracking information. Once the unit arrived we tried to install the software but was unable. Their website indicates every purchase comes with 90 days of customer support. After multiple attempts of trying to call their office we decided to email their customer support. Their return email finally included a link to download the software with installation instructions. We installed the software on our server following the emailed instructions. 30 Minutes later we received another email with a link to download the software with a notice not to install it on a server. We tried calling them again multiple times and nobody would answer. We again sent an email to customer support. There reply was that the software was already installed and we cannot install it on another PC. We were also informed that over the phone customer support is only available by reservation. I would like warn all future customers of this company that they are not available when you need them be prepared to wait hours for a reply email for any type of support. We were planning on returning the unit but the return address they provided is in ******************* which would cost more to ship back than to just trash the unit.

  Business response

  06/30/2023

  Hello BBB, first of all we would like to express our concern regarding the time line for us to submit a response. Your letter is dated the 8th of June 2023 but it was not received/delivered  until 26th of June. All of our mail is date stamped so we are able to provide proof of this time line if you would like?. Please just let us know. Thank you. Moving to the matter in hand. We are sorry to hear that ********************* felt it necessary to file a complaint against us. We work very hard to provide good service and to work with our clients to help resolve any issues. All clients are important to us. Please see the details regarding this client as per the information on their account. 1. Client ordered a time and attendance system through our website on 1st June. The system is sent in two parts, the hardware is shipped via *** and the software is sent via an email link. The order was processed the same day it was received, so the goods were shipped on 1st June. The client confirmed they received them three days later. 2. The client advised us  by email on 7th June  that he had not received the email software link. We responded immediately on 7th June to apologise and we sent him the link that same day.3.The client received the software on the 7th June, but it appears they did not follow the software install instructions and installed the software on a server not a pc.4. Our support team assisted the client immediately on 7th June to let them know of their error and to let them know to uninstall and re-install in the correct location.5. At all times our support team responded within a few hours of any contact made by the client. 6. It is of course possible that  all the technicians were busy helping other clients  when this client called them and if this is the case a message will be provided on the phone to ask the client to send an email to save the clients waiting on the phone  and the techs will call as soon as they are free. Clients receive support by email and by telephone. They do not have to make a reservation for support but it is offered as lots of clients prefer to schedule a time that works for them. This response time to emails is never longer than two hours. 7. We have told the client we are sorry they did not want to keep the system despite our assistance and confirmed they could return the system for a refund. The client was provided with a warehouse location that had space at the time for the return, and the return cost would have been no more than the delivery cost they had originally paid. We have provided email evidence of all this information in your attachment section. Thank you. 

   

  Customer response

  06/30/2023

   
  Complaint: 20159953
  
  I am rejecting this response because: The response  you received from Time Systems, **** is inaccurate.

  1. The email we received before installing the software did not have installation instructions or a warning not to install on a server. Reference Email 1

  2. Phone support is only available by appointment according to the representative that emailed me. If they were an honest company they would put this on their website so that potential customers would be aware of this. I think the BBB should attempt to reach this company by phone and see what the result is. Reference Email 2.

  3. We began trying to reach Time Systems Inc at 7:00 am by phone on June 7th. After multiple calls and no answers we then sent an email. We finally received a response with the software at 10:20 am which I would not consider an immediate response.

  4. We were told that we could return the item and receive a refund minus 25% the original price but we would have to ship it to a warehouse located in the **************. The quoted shipping price from *** is $279.19 to ship this item to that warehouse. The original shipping cost was $29.05 - Reference *** Shipping Cost attachment. I believe this company is taking advantage of American consumers and do not have to worry about refunding any payments since the return shipping costs are so expensive. Their statement that the return shipping cost would be the same as the original shipping cost is completely false. 

   

  
  Sincerely,
  
  ***********************

  Business response

  07/18/2023

  Hello Better Business Bureau, we have attached two documents regarding this matter. One,  a general out line of the current status of the situation and the second a shipping quote. If you need any further information from us please let us know we are happy to help.  Kind regards, Time Systems Inc. 

*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. ↩