We used Cybertill from January 2014 to August 2015. Choosing Cybertill was one of our worst decisions. If the program had worked, it would have been a dream. Unfortunately there were so many issues that it became a real nightmare. It started with the set up training where we weren’t informed that the system couldn’t take 12 digit barcodes, and the help desk took ages to figure out why so many of our products wouldn’t scan. It resulted in nightwork after we had gone live to get the system up and running for all our products. Cybertill is an online system and they have an emergency till for when the internet is down. However, despite checking this with the help desk, the emergency till was not installed, and when a few weeks later, a storm took away our internet, we had to bring our old tills back to tie us over. There were many bugs and issues and it took serious issue management to get through them all. As a shop manager I was expecting the till software to just … work, but instead issue management became a big part of my job. The help desk was slowly getting through them, and some issues would not get a solution. I had to engage a third party software programmer to make automatic price updates work. Just when we came to a reasonably workable situation, our tills started shutting down by themselves. It wouldn’t happen every day, but when it happened it could be up to 20 times in a few hours. Needless to say that this was very stressful for the staff and the customers and made it hard to keep running the shop at those times. At first Cybertill was co-operative in exploring the issue. It took many months, in which we had to engage a third party internet security advisor to explore a possible security breach. We also discovered that Cybertill had actually delivered a lower spec hardware than we had originally ordered. They did rectify this mistake, but the issue was unresolved. After a few months of trying to resolve the problems, Cybertill suggested for us to film the events and install key logging software on our tills, but then suddenly withdrew that suggestion and decided that we were shutting down the tills ourselves. Why on earth would we do that? The mediation meeting didn’t give any results apart from an offer of them buying back our tills for 25% of the price we bought it at, after 7 months of use (the higher spec). Made me think that they overcharged us in the first place. We didn’t accept the offer as we felt it was more important to write this review.
Towards the end of our contract, Cybertill had improved their help desk, which did help the issue management. Unfortunately that didn’t take away the need to use them as issues were still plentiful.
We decided to change company. The difference is day to night. We now work with a cheaper system that works much better, with a support team that fully wants our business to succeed. Wish we had chosen them in the first place. It would have saved us from a traumatic experience!
Response from Cybertill:
08 November 2018 at 03:58
Thank you for feedback. We value all types of feedback and have a process for continuous improvement embedded into our business. As you are aware, three years is a long time in ‘tech years’ and we’ve come a long way since you changed your system in 2015. We purposely brought our help desk in-house and made agents available 365 days a year to help our customers during peak trading times.
In terms of the product, our new platforms, RetailStore and CharityStore offer more features than Classic Cybertill.
We are happy that you have found a system that fits with your business, and if your business grows, we’d love to have the chance to demo RetailStore to you. Best wishes, Rachel.