openeye wrote: ↑Sep 26th, 2011 10:41 pmHi Christian,
I better thank you in advance for the good work you do here !
and if I want to receive my replacement terminal within 2 days, I have to pay $ 250 +tax,.
They left me with only one other ‘option’, to send my terminal in for repair !? - with a 3 weeks lead time !
So if you haven’t signed up for an extended warrenty (more than 30% of the lease) they can charge you $ 250.- whenever you unplug your terminal and it asks for an ‘initilisation’. - Sabotaging my business with their own software !
But now I am ready for a class action lawsuit !
Who will help ?
Thank you for your kind words, and I am sorry to hear about the problems you have.
Regarding your contract: Monex places a "automatic renewal" clause in it, you have to give them some 6 months notice if you want to cancel, and I met several merchants that had money taken from their accounts once they gave notice, so be careful. There is not such thing as automatic renewal, at least in Ontario.
Warranty: most providers will offer some sort of warranty, but you have to be aware of what you get. One of the companies I deal with has a $199 no questions asked replacement policy (24 hours) for as long as you stay with them (so in theory, 15 years from now you get a new terminal for $200 - not a bad deal). However, some providers will wave the fee sometimes - in the last 4 years I had 2 defective terminals (and one of them was a merchant mistake - his phone line splitter was defective), and for both of them the provider waved the fees, including the shipping cost. Please note that this is a very limited experience.
If it's a matter of software, most providers will fix it over the phone/net free of charge.
Class action suit: I heard several people talk about it, never actually heard anything about one that started, and I am not sure if there are any grounds for it - but you are free to try.