Cunninghams Support

[techie08]

Is anyone else having issues with the support from Cunninghams at the moment? It takes ages to get through on phone and engineers are not calling us back. We raised an urgent support call after 8am this morning and i still haven't had a response.

 

Is the support from cunninghams usually good?

[FN-GM]

Is the support from cunninghams usually good?

 

You have got them on a good day, trust me!

[techie08]

oh great!! fills me with confidence!

[Meldrew]

You have got them on a good day, trust me!

 

I'm now glad I wrote my own cashless catering system!

[fiza]

I contacted them yesterday morning and still havent heard anything back. Tried ringing several times today and get an engaged tone.

[Sylv3r]

I logged an e-mail query with CRB / Cunninghams this morning and haven't heard back from them, but if you are having long waits over the telephone I think I may be waiting for a while.

 

Like my previous post regarding Smoothwall support, I think companies providing support within education will be support heavy over the next week or so. I must admit support through CRB has always been exemplary in the past for me, especially if I have a faulty revaluation machine with an engineer usually on site within a couple of hours.

[markberry]

We had our Cunninghams system installed during August. I've had to ring them loads with issues, many of them really urgent, and we've had hardly any responses within any decent timescale. We've had to give students free lunches on some days as we've been unable to charge them correctly or they haven't been allocated their FSM money. Had a major issue today which is stopping us looking at details of cards or producing new cards. Logged the call earlier today, not heard a thing yet. Ended up calling BioStore instead, who have been remoting to our server nearly all day and still don't have a solution.

[Sylv3r]

hmmm, I must admit I was defending them in my previous post, but I haven't had a response to my query as of yet which I thought I would have done. I'll try via telephone tomorrow.

[dezt]

I had to place a call to them last week, took ages to get through, then when I finally got through I didn't get a call back. I'm still chasing a resolution to this problem we have and I have to call them every day to remind them that we exist.

 

They seem to forget that we have a support call logged with them, but they always say an engineer will phone me back, somehow I don't have any confidence in our problem being fixed any time soon.

[sister_annex]

Please dont mention the C word around @TheLibrarian he may explode!!

[Guest TheLibrarian]

I think I can safely say that they do not provide a solution that I would be happy to recommend to anyone.

 

That's the heavily censored version.

[techie08]

I think I can safely say that they do not provide a solution that I would be happy to recommend to anyone.

 

That's the heavily censored version.

 

Appologies!!!

[MK-Jester]

I'm sad to say that I have to agree. I reported a serious problem last Wednesday and despite calling Cunninghams every day they have not called back.

 

I can only assume that they do not have a call management system that correctly escalates calls. Consequently I would have to conclude that their support organisation cannot support the customers.

[Liam]

Another one here..

 

Called with a problem with impact and licensing last Wednesday... Was given the 'what's your telephone number an engineer will get back to you' line.. Needless to say I'm still waiting and the poor lady responsible for cashless catering, who has been very patient I must add, is starting to get pretty annoyed.. They think it's me not doing my bit..

 

I'm glad it's not just me then..

 

I suspect it the time of year and I bet loads of schools / education establishments have had it installed over summer..

[twin--turbo]

And we thought our Cashless system was bad.

 

Sounds like they have too many major issues and just can't cope.

 

Rob

[fiza]

Yesterday our Impact software wouldnt do the day end and froze. Had to force it to quit. Now trying to run the software gives us "warning: The day end procedure is currently being run. Click ok to close impact".

Been like that since 2pm yesterday. Still waiting for an engineer to ring me back!!!

Not sure what will happen this lunchtime if the Impact software refuses to run.

[MK-Jester]

Apologies to everyone (except Cunninghams)… Yet again I feel the need to vent my frustration about the poor support provided by Cunninghams. Technically they are capable, but organisationally they are terrible. The poor women answering the phone promises a call back and nothing happens, you call in, sorry I can’t connect you, they will call you back – repeat until bored.

 

I would recommend that any taking on a cashless catering solution from Cunninghams establishes a clear SLA as apart of the support contract. Timely support will be important to you.

[Guest TheLibrarian]

I would not recommend Cunninghams as a choice for a cashless catering solution based on their efforts to install and configure our cashless system.

 

I still do not have any documentation beyond the few notes I had to make in a rush.

• As I understand it, they were supposed to document what software was installed and where.
  
• I had to create documentation for installing certain parts of their system.
  

 

Every time they encountered a group policy limitation they tried (unsuccessfully) to work round it instead of talking to me.

• Redirected Start Menu and Desktop
  
• No access to local hard drives
  

 

They seem to have very little understanding of PCs on domains.

I say this because:

 

• They asked for a local admin on the client PC, they got a local admin on the client PC.
  
• They have trouble logging in to the client PC because they keep trying to log in to the domain.
  

This particularly rankles because it took me some time to create group policy especially for one PC so that they could have the local admin they insisted on.

 

Their requirements documentation missed some important requirements.

• Static IPs required for the server and client PC.
  

 

They wanted to store backups of financial data and BIOStore biometric data on a client PC.

 

 

All of this is based on my experience of one Cunninghams install; maybe we've got the Friday night special and really they are usually excellent.

 

 

 

 

FWIW:

The company I wanted were the ones that were doing the Europe wide cashless catering system for Clarks (shoe people).

AFAIK they were the only company that had a disability approved revaluation machine, and they were bonded by Sharp so if they did go bust (unlikely) then Sharp pick up the support contract and hardware maintenance.

Edited November 12, 2012 by TheLibrarian

[Edu-IT]

Anyone using the Cunninghams system happy to answer a couple of questions I have via PM?

[Guest TheLibrarian]

Anyone using the Cunninghams system happy to answer a couple of questions I have via PM?

 

Fire away.

[Mr.Ben]

Anyone using the Cunninghams system happy to answer a couple of questions I have via PM?

 

Ditto to the librarian. I'm afraid I do not rate then at all though.

[timbo343]

Ditto to the librarian. I'm afraid I do not rate then at all though.

 

Yep me too

[timbo343]

Yesterday our Impact software wouldnt do the day end and froze. Had to force it to quit. Now trying to run the software gives us "warning: The day end procedure is currently being run. Click ok to close impact".

Been like that since 2pm yesterday. Still waiting for an engineer to ring me back!!!

Not sure what will happen this lunchtime if the Impact software refuses to run.

 

Apparently thats just delete a file but what file is the question. I think its called day end. Its a 2 second job but we have to wait hours for an engineer to get back to us. We were told they eould ring back at 5pm, they didnt, i rang them. Their support guys had gone home. I said right, ill be in at 7.30am, get them to ring me then, they didnt, i rang them at 8am. Not good customer service at all

[DaveMurphy]

The dayend process runs every day (well it does in supermarkets) and can cause issues when crashing, though usually you just restart the service. Though i only have experience in Supermarket Tills and Administration not so much on cashless catering! lol

[timbo343]

Just to update this. Ive just found out how they clear the dayend error..

 

Backup the DATA folder within IMPACT (so take a copy of it). Now within the live data folder you should see dayend.txt, delete this txt file.