I was sold software by Summit Merchant Solutions on 01/09 so that I could process credit cards.
I was called a few days later by Summit Merchant Solutions Customer Service / Technical Support Dept to help me download and set up the software on the office computer. At that time I was told that the software as not compatible with our version of Windows Vista. We have Windows Vista Home Edition and it requires Windows Vista Business Edition. I was told by the Customer Service / Technical Support Rep. that I should call my salesperson back and request a refund. She told me that, that happens a lot...
I did that, I called me salesperson Kent Johnson right away and requested a refund. Kent said that he would look into it as he had not been told that information. His boss the Sales Manager, Jesse had not been told that either and had to call around They called me back the next day to tell me it was true and if I would hold on they would try to find another solution. A few weeks went by (during which time they deposit my check) and they did not find a solution that would work.
On 02/10/09 Kent Johnson called me and told me to call Summit Merchant Solutions Customer Service Dept and request a refund. I called 1 888 453 4538 and spoke to a CSR named Shana who told me that they could not give me a refund because it was software. I called Kent back and then he then spoke to the Summit Merchant Solutions Customer Service Dept and they agreed to give me my money back minus the $95 fee because it stated in their contract that this fee is non-refundable.
Now if I had taken their service and then canceled on my own I would understand this, but the product they sold to me was NEVER going to work with my computer system. I think they showed pretty bad faith in selling it to me in the first place and now they want to keep $95? I do not feel this is a good business practice.
I respectfully ask to have a full refund of all of my money because the product that they sold to me was not compatible with my system; this was not by my choice as they told me that it would work. Then when I tried to download it I was told that it wouldn't. I do not think they should have cashed my check once they found this out, Nor do I think they should keep my $95.
Thank You
Skype
Albuquerque, New Mexico
U.S.A.
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