Q. The restaurant I work at spent $45,000 on a
Positouch POS system in 1996 and has had constant problems with it ever
since. We never were able to use the time and attendance or accounting
functions within the software and have experienced frequent losses of information on the menu screens and inventory
screens. Just two weeks ago our credit card authorizing function went down and we weren't able to get it
fixed until a week later (and at a cost of $1000). Every time another
problem develops and I call Positouch, they bill me for the phone
call! Is this common in POS systems? Is their lifespan really
expected to last only 3-4 years (especially with a price tag of
$45,000)? I am now so frustrated with the Positouch system that I am looking to just get the
entire thing replaced. We still have all this hardware that works but is
slightly outdated... is it wise to just get new software
installed? Any information you could give me would be great.
Thanks,
Gregg
A. Dear Gregg,
Boy does this sound familiar. I also spent about $40,000 on a Squirrel system in 1996.
I had a hardware and software contract that was costing me about $5000.00 a year.
Last year I cancelled the hardware portion of the contract because my system didn't break down enough to warrant the expense.
But I did continue with the software contract specifically for the reasons you are now voicing.
To answer your questions: First, yes it is common for them to bill you if you
don't have a help desk contract. I would check if Positouch has a software contract that includes a 24 hour help desk.
Second, with technology changing so fast it may make your system obsolete within a certain amount of time but four years does seem too short.
Third, it may be time to look at new systems if your system continues to break down and your hardware costs rise but only you can determine that I would first see if they
have an updated software package that may eliminate some of your problems.
A couple of suggestions before deciding on a new system. First go to a restaurant show and spend a whole day checking out all systems available. Second, ask if the hardware is exclusive to their system or do the use off the shelf hardware.
If they use hardware exclusive to their system stay away as they have a monopoly and if it needs replacing they can charge whatever they
want (and they will!!!). And last, make sure you talk to new and old users
of their systems to gauge how their installs go and how their service is after 3-4 years you will be
surprised how quickly the inferior systems will be weeded out.
Hope this helps,
Sincerely,
Dave
POSitouch
Responds:
Thank you for the inquiry and the opportunity to respond. The
quick answer to what I read is that is not how the system operates.
POSitouch is installed in over 11,000 locations throughout the United
States and Canada and is a time tested POS solution. That being
said though, if this customer is having difficulty with their local
service provider I would like them to contact me at the home office.
We can work with the local reseller to determine the real root of the
problem.
When they reference speaking with POSitouch, my guess is they are
referring to speaking with the local service provider. I am
confident that there is more to this story as the local people are very
good in servicing our POSitouch application. If you would please
forward me the restaurant name and a contact person along with a means
to reach them, I will follow up with them personally.
Thanks again for bringing this to my attention.
Win Platt
Vice President
(Editor's
note - Gregg has yet to reply to Dinersoft's offer to help with this
situation. If you read this, Gregg, please contact
us as we think Positouch is sincere in wanting to help you...)
Q. Dave,
I was wondering if you could provide me more information on the French
service style. I am having problems finding information and have found only
the fact that it is served table side. I need at least four pages of text to help my
research out. I really need some history on French service in the restaurant.
Thank you,
Gene Matthew
A. Hi Gene,
I used to be the banquet manager of Hotel Sofitel which is a French luxury hotel and we used the French style of service.
Strangely, the French called it "English style service" (don't ask me why I don't know).
In English style service the kitchen takes large oval platters and sets the vegetables and starch on either end of the oval with the entree
placed in the middle. One waiter then serves hot plates in front of the guest and another
holds the platter in one hand and uses a large serving fork and spoon in a special grip to create a "tong" effect to serve the food. The overall result
is hotter fresher food and which allows for extra portioning when needed.
