Ok guys, here's the clif-notes version of my story.
I purchased two machines at the same time and wired $69,900 (I had alread sent in a deposit of $3,600) on May 11th. I finally received my machines in September. That's 4 months by anybodies count. That is twice as long as they claimed.
After calling and complaining about the length of time it was taking to get my machines, I decided to call Cezar and speak with him about purching a new machine.
I was directed to Maricio. I spoke with Maricio and flat out asked him if I were to purchase a 3rd machine if all 3 could be delivered and up and running by August 19 because the UAB campus bookstore had their student orientation that day and I was advised to have the machine up and running to show students how to use it.
Maricio put me on hold and came back to me and assured me that would be no problem, but I had to make my purchase that week. I decided not to make an additional purchase, thank God.
Anyway, about a month later, my machines finally arrived. I guess you could say that was the beginning of a whole slue of misconceptions I had. I have this flaw that if you tell me something, I believe you first, and you will have to prove me wrong about you later.
My biggest complaint comes from the lack of truth from AED and a lack of support from UTS. Universal Tech Support was just a huge problem for me.
From day one, when I would call, I found UTS to be dumbfounded with their own ability. No kidding. I would call from either of my locations and while at the dispenser, trying to solve problems, while on my cell phone, they would put me on hold. Multiple times!
No exageration: the last time I was on the phone with UTS, I was on my cell phone for 46 minutes, and was put on hold for at least half that time. Once again, no kidding! Then if that wasn't enough, I was told that they would have to call me back in a few moments. Two days later I still had not heard back from them!
And that had happened to me twice before!!! Driving all the way out to my dispensers, (one about 35 minutes away) and needing support, and they would tell me they would call me right back and I would be standing at my machine waiting for hours for them to call me.
And when I tried to call them back, they wouldn't put me through to anyone. Stating that all the techs were busy and they would have to take my number and call me back.
Finally, I called and asked to speak with the complaint department. That is when they introduced me to Ed Farlow. What a joke. Once again... No kidding.
One of my machines' reciept printers was not working, and that I needed help to fix it.
I told Ed that I wanted to tell him my story. And I did. I spent about 7 minutes or so telling him how I was put on hold, how I was told they would call me right back, and how they left me without support after making trips to my machines.
Ed's answer?"I can't help you with that." I was confused, and so I told him, "I'm sorry Ed, I thought I was speaking with the complaint department for UTS." He assured me that he was the complaint department for both AED and UTS, and that there was nothing he could do about UTS hanging me out to dry like that.
I tried to be reasonable. I once again to tried to explain how a client needed to be serviced while at the machine, and how they had an obligation to service us after we trusted them, and gave them our business. Unmoved, Ed's reply was once again, "I can't help you with that."
So, I asked for him to send me to the person that could "help me with that." Lovely Ed then informed me that he was be be-all and end-all for customer service, and that there was no one else to help me.
After I made sure I didn't misunderstand him, he reaffirmed that he was the end of the rope in helping (or not) helping solve these kind of problems. And furthermore, my complaints would not go beyound him!
I asked him if my complaint would be recorded and acted upon so that other clients would not have to suffer through this problem, and he flat out told me that the complaint would not be recorded and that he could not help me.
So, I asked him if I was hearing him clearly. And once again he made it clear that he wasn't going to do anything with my complaint. Ugh!
That was when I became convinced that this was not a good man, and the company was a joke. I told him, "Ed, that is unacceptable!" "No business can operate like that, and this one can't either." "I expect you to hear my problems, fix the problems I am having, and record my problems so that others don't have these same problems!" "Your job is to solve my problems, period!"
Needless to say, within two days, the FTC (or whom ever it was) came in and shut them down.
It seems clear to me that if all of us are having this kind of trouble, and the complaints keep coming in, there ought to be a class action suite brought against AED.
What do you guys think?
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