Cunninghams Cashless Support

[jonathan.lees]

Is it just me or is Cunningham's Cashless phone and email support absolutely appalling?

[skell]

Try phoning. Email hasn't been the best for us.

[jonathan.lees]

yep, no response from email, phone takes ages for them to answer lately and when they do, they are pretty rude, maybe it depends on who answers but their customer service skills are 0. I think they need a helpdesk.

[RLR]

We left them this year for a new company as there support has been so bad in previous years. Much happier now.

[mukz]

We left cunninghams nearly 2 years ago now. Their support every September and the subsequent months was appalling. I knew of two guys who gave me their ddi’s and they were very helpful.

[Sylv3r]

We use Cunninghams CRB from their scotland office and have had no issues, guy that comes on site is great too.

[clockend25]

It's a joke and honestly I leave the catering team to deal with them and try to stay out of things as much as possible. Absolutely useless every time I've had to contact them, and the kit they supply is an absolute health hazard.

[rad]

So, So glad I have the till system we have.

If you ever think about replacing it, I highly recommend NRS.

Support is amazing both on the phone and with engineer visits. My issues are sorted very quickly.

[RM_NO_MORE]

The average on hold wait time this term for us has been 27 minutes. Very poor customer service imo.

[KevinB]

Is it just me or is Cunningham's Cashless phone and email support absolutely appalling?

 

It's not just you. My most recent interaction with the email support team was dreadful; rude and dissmissive with no actual support offered.

 

The phone support was much better though, the chap I ended up talking to was verk knowledgeable and helpful.

 

EDIT to add: The email conversation reminded me of a 90's (or possibly 00's) comedy sketch show which had this gem:

 

Scene: A smartly dressed young woman sitting at an office desk. The phone rings.

 

Woman: Hello, technical support, Donna speaking, how may I seem to help you?

Edited September 25, 2017 by KevinB

[just_david]

They were part of the reason I left my last job.

 

They weren't doing theirs and I was getting the blame.

 

It seemed to get worse last September. Could never get through to them, emails were ignored, and their systems seemed to get a lot less reliable.

 

ofc, even though the IT dept had nothing to do with them, the contract was all handled through finance, and we didn't even have passwords for the system, it was all somehow my fault >.>

[FragglePete]

Anybody tried phoning Cunninghams support at all? Tried raising a support ticket last week; no response. Currently trying to get through to their support line on the phone, but 18 minutes in, still the phone rings and rings!!!!

 

Pete

[DSapseid]

I've made a call at 2pm to say that the day end has failed therefor i cant run the next days service until they fix it, promised a call back. Still heard nothing the next day, filling out a contact form on the website the next morning got a phone call pretty soon after to fix it. Got a phone call back from the original call at lunch time asking if it was still an issue, well if it was then i wouldn't have been able to run a break service or a lunch service!!

 

Had the same engineer on site 3 or 4 times over the last 5 years and hes great, but the helpdesk is awful at the minute.

[Boredguy]

Our Reval unit failed last thursday so the Kitchen manager called mid morning and did not get a call back that day. As it was our open evening I thought the "out of order" sign didn't give a good impression so turned the unit off at the mains for a few seconds. Was enough to get the Windows 7 mini pc to boot cleanly and go back to waiting for the customers to scan or enter their pin. Thankfully I've not had to call them myself this year as it took a while last year

[DaveJ2717uk]

it's easier to contact the crew of the Mary Celeste!!! phone support is terrible......

[fiza]

Happens every Sept. They blame Schools who have systems installed over summer and then have teething problems. We have been with them 5 years and it's the same this year as it was in year 1. No chance of getting through on the phone for the whole month of Sept. We are looking to move away from them this year.

[Reverend_Dan]

We use Cunninghams CRB from their Scotland office and have had no issues, guy that comes on site is great too.

 

Quoting for a plus 1 from me, Scotland office is excellent.

[FragglePete]

Gave up on the phone after waiting 30 minutes. I emailed our account manager, even shouted something at their twitter account and within 10 minutes my phone rang. Much apologies and they have remoted in and resolved the issue.

 

So, issue fixed for now, but 'must try harder'.

 

Pete

[RM_NO_MORE]

Happens every Sept. They blame Schools who have systems installed over summer and then have teething problems. We have been with them 5 years and it's the same this year as it was in year 1. No chance of getting through on the phone for the whole month of Sept. We are looking to move away from them this year.

 

If you don't mind me asking who are you looking at as alternatives?

[waltflanagan]

Spent over 2 hours on the phone trying to get through to their helpdesk, took 2 days to reply to an email... not good customer service.

[howartp]

If you don't mind me asking who are you looking at as alternatives?

 

Moved to NRS at Spring Bank.

 

Can't fault them - service onsite and by phone has been excellent including this month.

 

Peter

[gillp]

Interesting - we had problems last week as well

[cburrows]

Not sure this is the right thread, I need to import pictures in to the cashless system and as usual cunninghams are useless, tried phoning and emailing ands no luck.

Has anyone imported images of students into cunninghams /ipay and if so can they point me in the right direction please.

 

Thanks

[gillp]

We have a similar problem – here is the reply from Cunningham’s:

 

“I think the issue your MIS has a licensing restriction on the API, meaning there is now an additional cost for accessing photographs. I have spoken with our MD and development team and currently we are unable to pay the extra fees.

 

I understand this is frustrating and means the photographs will need to be transferred manually into the folder, until resolved. “

 

We are very concerned

[RLR]

We have a similar problem – here is the reply from Cunningham’s:

 

“I think the issue your MIS has a licensing restriction on the API, meaning there is now an additional cost for accessing photographs. I have spoken with our MD and development team and currently we are unable to pay the extra fees.

 

I understand this is frustrating and means the photographs will need to be transferred manually into the folder, until resolved. “

 

We are very concerned

What MIS are you using?