A couple of weeks ago start-up Blueshyft mishandled communication with small business newsagents – saying POS software companies were responsible that Blueshyft ought be responsible for. The result was many POS software help desk calls that caused use to spend money on calls that were 100% the responsibility of Blueshyft.
Here at Tower Systems we did the work, provided the service. Then, we took a look at what Bluieshyft did and wrote to our customers:
Poor communication from Blueshyft disrespects you and us.
Blueshyft emailed newsagents today asking them to call their POS software company for a file update.
Blueshyft had not told us about the update, we did not have the file, we had not seen the file and could, therefore, not help.
But the support calls came. In huge number. Newsagents calling us because Blueshyft told them to. Some customers were rude to Tower employees, saying we were fools for not knowing about this.
This all happened when Gavin Williams, our COO, and I were on a flight from there Gold Coast back to Melbourne. We had been on the Gold Coast on business.
Our help desk was slammed – all because Blueshyft had kept us in the dark and because some newsagents didn’t believe that we had no knowledge of this new file.
I spoke with Blueshyft CEO Kain Warwick 45 minutes ago and expressed by frustration at what is, in my opinion, appalling communication from Blueshyft and a lack of respect for what Tower Systems does for them.
We get no compensation for any work related to Blueshyft. XchangeIT is paid to do what they do. I suspect Blueshyft pays VANA for their support and kind words. Yet the POS software company with the most newsagents is expected to be mind readers and know about a file we have never seen.
What happened today is ridiculous.
I have told our help desk we will not take calls on this new file. Instead, we have updated our online advice. This has all the instructions you need to load the file. Click here for our advice.
Had Blueshyft been professional, they would have provided the file, let us test it, let us provide them with advice on loading and then communicated with you. Instead, they dumped the heavy lifting on companies like ours for no compensation at all.
But on the file, it has 2,700 stock items. It does not make sense they want to bloat your system with all these but that is a separate issue.
Yes, I am frustrated as it is things like this that divert our attention from providing support individual customers of ours call us for – calls from the businesses that pay for our support services. Blueshyft is freeloading at my expense and, ultimately, at your expense.
Mark Fletcher
Managing Director
0418 321 338
