Robin B.
Be extremely careful with your terminal
We are a small bed and breakfast and have been with CardSave since 2007 and although expensive (we have one terminal and pay £80 per quarter rental), have had no previous problems. On Tuesday morning one of our guests paid on his card and on removing it from the terminal the card broke into two pieces one of which was left in the terminal. We immediately rang CardSave, explaining the situation, and were told that we could return our terminal and they could send out another but it would cost us £600!! (more than we can afford). The terminal was still functioning as usual but couldn't accept a card because of the piece of card lodged inside. We felt we had no option but to try and remove the card which we did with tweezers but this triggered an anti tamper function. I spoke to another more helpful girl on the helpdesk and she said that we should return the return the terminal and they would send out another, unless the damage was caused by misuse there would be no charge. If we had been told this in the first place we wouldn't have tried to remove the card. To CardSave credit the new terminal arrived the following morning and we are back up and running We are awaiting to find out whether we shall be charged or not. We are very upset at the possibility of having to find £600 which we do not have for something that we believe is not our fault. The amount seems over the top especially as the terminal is not new, we are paying £80 a quarter for the terminal rental, and have been paying that for the last 6 years without any previous issues. If we do have to pay then we shall have no alternative but to cancel our contract as we can't take the chance on having another terminal problem. We have friends who are considering CardSave for their own business but we shall be urging them to look elsewhere. PS When we joined CardSave we queried the Sales Rep about cancellation charges and he told us that although there was a section in the contract he didn't know why because it was never implemented. We asked for written confirmation which was never received. Robin & Beryl Bray Bridge End Farm Guest House Grassington (01756 752463) UPDATE 25/10/13 - Am pleased to say that within an hour of the review being posted we had a call from CardSave and they have agreed to cover the cost of any repair. They have also offered us an improved contract.