Issue with Hamilton Mfg Code System

[Adarsh]

Is anyone else having issues with Hamilton Manufacturing Corp.
Since this morning Wash Clubs, Bundle codes are not working and Kisok has no communication with Hosted systems. Called them over 7-9 times and waited in queue for customer service to answer and call gets hang up after 15-20min and since this afternoon there phone is down as well.And no response to email.

and they posted below msg on there website.

Due to a temporary outage with our Internet provider, Hamilton Manufacturing Corp. currently has no internet or phone service. This may impact our ability to respond to inquiries promptly. We apologize for any inconvenience and appreciate your patience.

Any idea what’s wrong and when it will be resolved. Thanks

 

[Blanco]

Im taking a shot in the dark here but I'm guessing they dont have any internet or phone service due to a temporary outage from their internet provider lmaooo

 

[Adarsh]

Im taking a shot in the dark here but I'm guessing they dont have any internet or phone service due to a temporary outage from their internet provider lmaooo

I understand that, but they did answer when I called multiple times and then put me in queue for Customer Service rep.


Internet outage for few minutes can be acceptable, Hosted Solution has no communication with Kisok, wash club and Bundles codes and down since over 12hrs, which Sucks, hopefully it will be fixed by tomorrow morning

 

[Blanco]

They cant control how long an outage is. When you lose power at your house can you control it? I lost my cell phone to Verizon a few weeks back all day. Sucked but out of my control. Im sure they will be back up by the morning. Shit happens. Good news is when they do they will talk and fix it for you. A lot of paystation companies won't even deal with customers for technical support only distributors.

 

[DakotaHoskins]

We had to restart both our dans yesterday. After windows updates they usually stop reporting.

 

[Roz]

I was wondering why our Goldlines and DAN system had to be rebooted to work with our app and with codes early this week. CC worked but nothing else.

While I like Hamilton and their tech people are very helpful they really could benefit from improved customer support. They should be more proactive about issues affecting customers.

We have learned of necessary firmware updates only after knocking our heads about past issues that could have been avoided if we knew about the available update. frustrating at times.

 

[Keno]

They cant control how long an outage is. When you lose power at your house can you control it? I lost my cell phone to Verizon a few weeks back all day. Sucked but out of my control. Im sure they will be back up by the morning. Shit happens. Good news is when they do they will talk and fix it for you. A lot of paystation companies won't even deal with customers for technical support only distributors.

They can't control how long internet is out with an outside provider, but a company of that size that is hosting solutions for their customers should have at least one backup internet connection and probably more. A better solution, they should probably be using offsite servers for their hosted solutions and hosting on something like Amazon or any of the many other hosting companies that promise 99.99%+ uptime

 

[Blanco]

We had to restart both our dans yesterday. After windows updates they usually stop reporting.

Leaned from Hamilton its the new generation SILVER DANS that run windows 10 that have this issue. When windows has an update it shuts down their system requiring a reboot. I installed a smart plug on mine so I can manually reboot from anywhere until this is resolved. The older BLACK DANS that run windows 8 do not have this issue. They said they are working on a fix. Hopefully comes out soon because this is a PIA.

 

[Blanco]

They can't control how long internet is out with an outside provider, but a company of that size that is hosting solutions for their customers should have at least one backup internet connection and probably more. A better solution, they should probably be using offsite servers for their hosted solutions and hosting on something like Amazon or any of the many other hosting companies that promise 99.99%+ uptime

Completely agree on a back up internet if that is an option. Off site servers and all that is above my pay grade. Dont know the cost of it or what it takes. Amazon makes over 1 billion everyday. ANY cost associated to have a 99.99% uptime for them would be a no brainer. I would not say the same for Hamilton though. Even if your down just 1 day a year its not like THEY are losing money. Yes it is an annoyance to the customer though for sure.

 

[Roz]

I think our DAN 10 rebooted itself as Windows and Apple OS do that after OS updates. Issue is that you need a human to log back into the DAN otherwise washbooks and washcodes do not seem to work. Credit card transactions seem to be unaffected if the DAN is not logged in.

 

[Blanco]

I think our DAN 10 rebooted itself as Windows and Apple OS do that after OS updates. Issue is that you need a human to log back into the DAN otherwise washbooks and washcodes do not seem to work. Credit card transactions seem to be unaffected if the DAN is not logged in.

They always will reboot after an update but will not open the dan app The second reboot will. I never logged back into any of mine. Once they rebooted they were good to go for me.

 

[Keno]

Completely agree on a back up internet if that is an option. Off site servers and all that is above my pay grade. Dont know the cost of it or what it takes. Amazon makes over 1 billion everyday. ANY cost associated to have a 99.99% uptime for them would be a no brainer. I would not say the same for Hamilton though. Even if your down just 1 day a year its not like THEY are losing money. Yes it is an annoyance to the customer though for sure.

Thats the beauty of it, Amazon (and many others) will "rent" you their servers to use at a very affordable rate. So Hamilton would be getting super reliability at a very reasonable cost.