DRB Fail

We are a new car wash with a DRB system. In the month of March we had numerous problems with one of our XPT's you name it we replaced it. We lost our XPT #1 for about three weeks as DRB wanted to diagnose the problem and replace parts. Well as it turns out the touch screen was bad. They sent out a new one and we replaced it under warranty. About a month later I get a invoice for the touch screen ($900). Called DRB and they said since the ribbon on the Assembly was torn they had too bill me as they could not fix the screen. I said that there guys might have cut it while opening the box. They also explained that they have been in business for twenty five years and they have never experienced this.

WTF they wait thirty days and send me a invoice. I said if the ribbon was severed the need too contact the shipping company not me. Nope they know that anyone with there system needs to play by there rules. Well I am not paying the invoice and because of this they will no longer give me tech support ($3500) per year or ship me any parts if my system fails. Looks like my XPT's have become useless.

If you have too ship anything back to DRB take lots of pics. As I have never delt with a company like this.

I here stories like this all the time, people get sideways with them, and you know the drill. When service is invloved with anying, you can't avoid situations like this,they should just do their best so they don't lose their ass, but still keep your business.

The funny thing I asked were the box that we shipped the part back to DRB was. They (DRB) said the box was fine and they tossed it away. DRB now has dropped the invoice to $400 take it or leave it attitude wow thanks. A part that was under warranty and no tech to replace the part. Hell even Sears sends someone out to fix there appliances.

DRB takes my defective part fixes it and then ships it to the next guy. NO NEW PARTS!!!!!!!!!!

And they advertise on this site.

I feel your pain, mate. I had similar thing happen to me. I had bad hard drive. But in the midst of sending their loaner and mine back and forth, we "lost" some sort of port and they kindly charged my about $450 for it. I swore to them that I do not have it and that I have no need to steal them. But they insisted that it was there before and now it's gone so I have to pay up or terminate my service. Lucky you got a break at least. I only got cold shoulder and some advice to be more careful next time when sending stuff to them. I should have taken some picutres, but I'm not sure that I would have known to take the picture of the "port" as that resides inside the computer.

Whatever the case and whatever the reason, at the end, DRB has the upper hand on us. We are powerless. I mean, what are you going to do? Once you have bought their equipments, you are stuck for good and DRB can do whatever they want and we just got to put up with it. I wish we had such upper with our few "complaining" customers, don't you?

I feel your pain, bro! Just got to pass it off like as stepping on a bird crap on nice fine day. Sometimes life throws some nasty crap at you. Sucks.

DRB is not the only one like this, ICS can be the same way. This is what happens when you get only two big players dominating the POS systems for an industry. Lack of competition and significant investment in their systems backs you into a corner. Payup or shutup.

You are precisely right, John. They are super duper nice before you buy their stuff. Once you have bought it, the super duper nice salesman disappears and you are faced with this hideou monster torturing you. Slight dramatization, but you know what I mean.

Well I hope anyone looking too buy a DRB system reads this blog. I will not pay the invoice as this is BS and looks like I will have to take DRB to court as they will send the invoice to collections.

NOT HAPPY!!!!!!!!!!!!!!!!

Dude, I wouldn't go that far. I mean, that would be the "right" thing to do as far as bringing justice to DRB, but I'm not sure that you'll gain much fighting over $500 or so. Don't get me wrong, that's lot of money and I would be very pissed off too. I'm pissed off just hearing your story because it is reincarnating the bad experience I had with them. And pretty sure that many DRB users feel the same was as described by John - we have very little option but to take their crap as they deem fit to throw at us.

I guess what I'm trying to say is that it's easier to write it off as "cost of doing biz". I know, it aint' right, but the cost vs benefit of going through the hassel of taking them to court may not be in your best ineterest.

But if you still decide to fight them, I'm on your side. I hope you crush them and teach DRB to be more responsible.

-tom