Comments on: Salon Touch Tech Support Fail

By: KW

KW — Wed, 06 Apr 2011 17:27:29 +0000

I agree with the fact that the waiting for tech support is ridiculous whether you pay for it monthly or not seems to make no difference. However, I believe that this is a symptom of a much larger problem that has a trickledown effect. I have had the Salon Touch Software since 2004. The reason for purchasing was, it appeared to be a user friendly program that had all the bells and whistle for accounting and expansion of operations later on. Every time I had issues the recommendation was to upgrade. I currently have the latest desktop software that has crashed twice now in the past two years. The issue both times was in the SQL server backing and operation performance. Since the problem was not caught and corrected prior to crashing the system ghosting would not restore what was not there. This issue was brought to the attention of the manager of support applications and at the time he couldn’t tell me why the one sql server was not working correctly even after watching the performance for a few minutes through the spy software application. Now I have added EFT’s to my program which has opened up a whole new can of worms. I am going on 3 weeks of files not pulling up all of the inputs for the day or having part of the daily inputs show up on another day. Half of the processed EFTs do not show up. The only file that appears to actually work is the EFT list. In addition to this the taxing seems to be an issue between the EFT entry window and the register (Yeah Gov. Tan Tax). The response from the support manager is “You have to charge them what you advertise your tans – you can’t charge them the tax.” I think this is their way of saying that they haven’t solved this problem yet. I should have known when their first instruction was to ignore the other 5 report links, because they no longer work. I am a little knowledgeable about the architecture of software and what it takes to operate proficiently. I also know that if the software is written correctly that operations will be efficient over seeing any cpu issues. My suspicions at this point is that Salon Touch has a habit of fixing problems and packaging it in a new software instead of doing actual patches or updates and therefore passing this cost onto the consumer. This is the one place where I feel that Salon touch rips their customers off. If they are selling a software that says it will do A, B, and C, then it should do A, B, and C. If I want to do something more than that at a different time that is not on my software program then I understand I should have to pay for the upgrade. So, while I’m waiting (3.5 hours later) for a call back from the support manager I am looking into purchasing another salon software – and NO, IT WON’T BE HELLIOS!

By: Extreme John

Extreme John — Sat, 19 Jun 2010 13:25:16 +0000

@Angie, it sounds like a lot of your experience has been like our experience, as for that record you are patient but I think there might be a few Salon Touch owners that can rival you on that.

By: Angie

Angie — Fri, 18 Jun 2010 20:22:31 +0000

You should be lucky that you were only on hold 1 1/2 hours. I actually think I hold the record 3 hours and 45 minutes on the phone…on hold.
I asked how many techs they have and I believe they said FOUR. THATS IT AT ANY GIVEN TIME.
I would NEVER advise anyone to purchase their software. EVER!!
ANGIE

By: Tantush

Tantush — Thu, 22 Apr 2010 02:12:34 +0000

Where is Jacques and Salon Touch’s great big help now?? … because of them..a lady may have to close her doors because she can’t get “SUPPORT” from her software company!!! Help this lady out, Salon Touch! grrrrrrr

By: Extreme John

Extreme John — Tue, 06 Apr 2010 17:27:29 +0000

@Stephanie, I would be willing to bet that you won’t have to pay anything to get rid of that pop-up Stephanie, in the past it’s safe to say that 99.9% of the time’s I have had that pop-up it’s been a Salon Touch issue or problem. Of course the “Sorry” is always nice but that crap gets old, I will say I wouldn’t mind trading with you at this stage of the game.

I will be reviewing some tanning salon software brands at some point or at least making a decision on which one I would like to move to. Sadly it’s my opinion that Salon Touch might have out grown themselves again, too bad I don’t have the patience, time, or money to continue paying my staff to work around the salon touch schedule… It’s a joke. I had a salon down Thursday – Monday due to one of their techs having no clue what-so-ever about what was actually going on. Something that he could have easily fixed or helped with, instead he took the time to belittle my associate instead. Fed up doesn’t put it into words.

By: Extreme John

Extreme John — Tue, 06 Apr 2010 17:22:43 +0000

@Stephanie, I have experienced the pop-up from Salon Touch in the past, along with many other pop-ups over the last 4 months. I don't have that pop-up at the moment, have you tried calling your original sales rep? Every once in a while when I reach my snapping point I call my sales rep, it soothes me for a little bit and in the past has helped get issues resolved. The current issues that I wrote about here is STILL going on, has to be about 4 months now.

By: Extreme John

Extreme John — Tue, 06 Apr 2010 17:21:08 +0000

@Stephanie, ahhh I have seen that message many of times, as a matter of fact on Thursday while one of the techs was talking to one of my associates like she was a piece of crap it was in reference to a message just like this. I would suggest calling your sales rep or trying to reach sales as opposed to tech, that way MAYBE and thats a BIG MAYBE, your Salon Touch Software rep can help you out.