TouchBistro, Inc.: Company Reviews & Feedback: Get Additional Insight on TouchBistro, Inc.

Cn Fletcher

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Cn Fletcher

Negative Review

July 16, 2019

Reviewed on Jul 16, 2019

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I've had this system in my restaurant for almost 3 years now. As they've grown, they have completely gone down hill in the customer service department. When we first got the system, we were trained "on-line" about programming, use, etc. This was fine as we had a direct phone number for additional support... and while we've learned a whole lot about how to better program the system [on our own], we still were able to call when we got "stuck".Fast forward to about 6 months ago. There was a technical error with the system, called "tech support" [which is its own phone number with a good 30-45 seconds of being told how to call sales]... and heard a recording that said if we'd like to keep our place in the customer service queue... leave a number and someone would get back to us.Cool... didn't have to waste time on "death hold"!! Yay!!! ...that is until I thought we must have lost our place in the queue... and called back 3 hours later... lather, rinse repeat it was almost 7 HOURS before we'd heard anything from Touch Bistro technical support.Lost a dinner service from it [not entirely lost, but we were not functioning at regular speed nor efficiency due to the lack of a system upon which we rely].Next problem came about 3 months later [they seem to come shortly after software "updates" that usually don't mean a damn thing to us]... this time it was 9 HOURS before hearing back from tech support.Starting to see a trend... as soon as we notice anything even slightly funky, we call and get in the queue. Most times we can figure out the fix and move on... call back times range from 3 to 4 hours, which I guess means they're getting better... but it still sucks!!!The last time was a week or so ago, but most importantly - last Friday. The week or so ago... I called at 4pm when we found that after an "update" neither of our terminal units were able to connect to the main server. Giving up on a call back that night, I went home and put on "Game 7" of the Stanley Cup playoffs. 10 minutes not the game, my phone rang, and I asked the very pleasant young man on the other end of the phone to give me a call back in 15 minutes [so I could travel to the restaurant, where the system was].He was very accommodating and got us back up on-line in about 90 minutes [which was OK... my team lost and I didn't have to view the defeat]. However, a new an yet to be identified problem sprang up last Friday.This one was that the "printer default" was "do not print". Even when we changed it -- not only in "Menu Category" [the default status selection], but individually on every item in the new category, the "do not print" selection was there for 3 seconds before reverting to its proper status. That 3 seconds was enough so nothing printed in the kitchen!!! Kind of a nightmare for a busy restaurant on a Friday night.I got a call back at about 10pm, I was on my motorcycle so I couldn't answer... they left a "call back" number on my voicemail... which was the "main -- death wait" number instead of a "you already waited, here's the number for the front of the line".Put in another call to the general number... suffered the 30-45 seconds of "sales phone number" reference... left my return phone number... got a call back shortly after midnight... as soon as I answered the phone, who ever was on the other end hung up. Next call 11a Saturday morning... call back 2:30pm... the guy with the team viewer said he didn't see the problem on his end so I shot video on my cell phone and emailed it to him. They said they'll call me back sometime Tuesday morning with a "status update"... which I'm hoping upon hope is a fix... but I'm not holding my breath as I seem to not be any of the important 30k+ clients they keep bragging about.Peace

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