EPOS Till System and my rights (posted in Consumer Rights but advised to post it here)

lisaallsop

I was looking for a till system for my shop, and was given the hard sell from Card-Saver (www.card-saver.co.uk) who I already had an account with for our card reader. After about 3 weeks of repeated phone calls (sometimes several a day-can I request them to look at the call record?) I agreed to seeing an online demo and subsequently agreed to having one installed and second one later in the year when we anticipated opening a cafe. This was mid-January. This was a verbal 'special price form my manager but only for the next 24 hours' deal with nothing in writing with costings and discounts. Since then the plans for the cafe have fallen through thanks to the current situation and I no longer need the second till.

I had been asked to provide a complete stock list and prices so the engineer could add this before installation, however after repeated requests from me they agreed for me to send a partial list so I could see how it worked and that I could do this myself as and when I had time. By now it was mid February. 

The terminal was installed on 3rd March. The engineer was unhappy as it hadn't been configured correctly, it took him 2 hours longer to install than usual and he was unable to show me more than the switch on and of  basics. I had been invoiced for a full month (February) before it was installed.

Since that date there have been so many issues about things not working properly, and basic functions that I should have been shown at the start have taken weeks to resolve, and even longer once lockdown was implemented. Some examples include: the 'back office' system consistently fails to upload any data; I am unable to take payment for card transactions over the phone selecting 'card payment' on the till (customer has to be present) so I have to input the sale as cash and do a manual card payment which goes straight to my bank account rather than through the back office.  

I have spoken to engineers from the manufacturing company Bleep who have expressed their frustration that Card Saver have not been able to resolve the issues I was experiencing and that it reflected badly on their product. The usual scenario is that Card Saver have to contact Bleep, then they either call me back or Bleep have to.

I have sent a full complaint to Card Saver, and the response, after two weeks, has been that I had a 90 minute conference call with training: i.e a chat (certainly not 90 minutes long) with tech support on 15th March after my repeated requests for help; and that I chose to insert product data myself, which is not part of the complaint as I asked to do this as I would need to be able to as our stock changes constantly. My complaint was that the method of inputting the data had not been clearly explained to me and a hastily put-together (read inaccurate) instruction sheet was eventually sent, and there continued to be issues with the system updating.

I have asked for my contract to be terminated. I don't think this is unreasonable but was wondering what my rights are in this situation. 

Thanks in advance!