Castles Technology - Salisbury

Joe W.

Customer service is rubbish, get "transferred" by reception to tech support and end up speaking to recption again, or they transfer you to a completely different company who is nothing to do with tech support, similar things have happend multiple times when calling them. They also charge an extortion rate to call them, was on the phone for 8 minutes and was charged £7.01. When I finally got through to Simon he was helpful but seems to be only thing good about this company. Guy on reception is as useful as a chocolate teapot.

Dazza T.

Great team to work with and there ePOS terminals are very good.

Shiplake M. L.

Horrid experience with incompetent company!!!!!
I was not notified that my handset could potentially have a virus and when it occurred I had to order a new one which was due 2 days later and has now been lost in the mail.
Shiplake Motors is a small company and so this is a huge inconvenience for ourselves and our customers.
Spire have been unresponsive and unhelpful, we have had to chase up DPD ourselves who lost our package and are now not able to push the matter further as we are third party.
We have now been without a card payment machine for an entire working week and feel they are doing very little to rectify this.
We do not feel valued as a customer but pushed aside like the other 1000's of companies affected by their poor organisation and failure to communicate effectively with their customers.

Sarah C.

Absolutely shocking customer service, we are a small business who have been unable due to absolutely no fault of ours to process card payments for the 2nd week due to a faulty replacement terminal provided. Customer support / technical support / terminal support - All pass you round each other - I have wasted countless hours attempting to resolve this shamble

Cormac L.

If you get offered a Spire SPc50 machine to process your card transactions I would suggest declining it. Having had one for the past 2 years I have experienced numerous glitches with it. I have had key pads replaced, base units replaced and power leads replaced to no avail. Having been in retail for 25 years, I have never used such a problematic machine. The worst part though is that declined transactions process in the same way as an authorised transaction, the same beeps and sounds etc. The only difference is text on the screen and the printed out card slip. On the face of it this would seem enough however the reality is that in a busy retail environment it is so easy to get distracted by another customer asking a question or a delivery coming-in that the Declined notice can be missed. All other machines I've ever used have given a distinctive alarm notification and required the pressing of a button on the card machine itself to proceed past the Declined alarm. Despite numerous requests and calls to Spire they have been unwilling/unable to help me with this. In-spite of my and my staffs best efforts, we do have declined transactions slip through the net. So, if you're thinking of changing card processor, just make sure the machine isn't a Spire machine, particularly an SPc50 though I have to say, after my experiences over the past 2 years, I'll never take another Spire machine into my premises. These machines are mean't to help us, not make our lives more difficult and stressful.

Mark B.

I have a Terminal failure, the company never returns calls or answers e-mails, the telephone answering service is a loop that a caller never gets answered.
Customer service is a non entity, if they have a problem it should be announced on their answer service.
This company has cost me many many pounds. Why oh why are they still trading

Clive M.

Dreadful service. Say they will call you back they don't. Send out a replacement in a week if you complain enough but it takes ages and all that time you cannot use your pdq machine. Use another pdq machine. I forgot to google Spire before I entered into a 24 month deal. Never again.

USE ANOTHER COMPANY !!

Dinez C.

THE CUSTOMER SERVICE IS BAD. WHY? This was not the first time Thyron Systems let my business down. The first, one, they compensated us machine paper rolls. This time, the machines' printer was faulty, they arranged a replacement to be delivered yesterday. Got all the details, specifically asking me if it was a commercial place or residence. We wasted our time and had a lost of business because of un-delivered machine. Reason? 'UN-ABLE TO LOCATE THE ADDRESS'!!! It was so frustrating as we have foreign clients paying all their travel fares as they were leaving yesterday. So, another INCONVENIENCE on our part and all we could hear is the USUAL 'sorry' from a staff who seems not emphatic and just saying 'sorry' is needed and must be said being a protocol. Added to the insult was the usual 'customer service' un-necessary questions like 'DO YOU WANT TO HAVE YOUR MACHINE DELIVERED TOMORROW?' (of course!). Thyron Systems' employees does NOT know what is customer service, if i had not insisted that a manager speaks to me and expressed how frustrated i was, they will let me wait UNTIL MONDAY. (It's because the delivery of the machine was Friday). So, my business will have to wait for three more days, we MUST be in our premises THE WHOLE DAY to wait for the delivery which is FROM 0900 TO 1700 HOURS. We should not leave because we might missed the delivery again! Another wasted time. I asked the lady employee if i could have the protocol for complaints and i ended up BEING ON HOLD FOR MORE THAN FIVE MINUTES, not even coming back to me at least every two minutes to update me what's goin on. Previously, there were so many times that they promised to come back to me and yet, they don't. Experience: 1 - The customer service employees are NOT well-trained to deliver an excellent customer service, they are like machines that needs to say something because that's what written on the cue board 2 - The customer service employees does NOT bother how long you will stay on the line, they do NOT know the value of other peoples' TIME and NEED. They are willing to let you wait for DAYS without the machine, in short, THEY DO NOT CARE HOW YOU CONDUCT YOUR BUSINESS. No extra efforts whatsoever to make things HAPPEN and DELIVER THE SERVICE. 3 - The phones are not answered on second, third, fourth rings and be aware that you have to wait for the automated answering machine. THE MACHINE It has many problems, mostly POOR CONNECTIONS, driver had to bring out the machine outside the car window for reception. Clients are waiting for the machine to process transaction. OTHER COMPETITORS There are many machine providers, i suggest you scout around, Thyron systems fees are NOT cheap and there are many providers who are much better when it comes to fees, machine performance and most of all, CUSTOMER SERVICE. OVERALL REVIEW RATE - VERY POOR

They sent the card machine and after a week, IT WAS NOT WORKING AGAIN! So, i had to call their AUTOMATED PHONE SYSTEM AGAIN. Mr. Richard Lyon (apparently A COMMERCIAL DIRECTOR?) let somebody deal with the issue after i texted him. Her name was REBECCA, this Rebecca could've done her job well if she INVESTIGATED first and gather all the details, so, again, i have to repeat myself again.

They said, it will be delivered Thursday (Today), I had made arrangements to have it delivered to the same commercial place, a nursing home. The #DPD delivery guy LEFT A NOTE for re-delivery. What is this?

THE GUY DID NOT EVEN USE THE BUZZER TO CALL THE ATTENTION of the people inside. I do not understand why. I have three witnesses, they were all on a ground floor, the laundry person was even just working on the next room, next thing he knew, the guy outside slit a note and that's it, sped off.

So, i called Spire payments again, the usual 'leave your details and we will call you'.

NEVER USE SPIRE PAYMENTS. THEY DO NOT CARE WHETHER THEIR CLIENTS TAKE THE HASSLES. AFTER SALES SERVICE IS WAY BEYOND POOR.