I have been a Talech/Elavon customer for almost 8 years. I ordered the latest model of my 8 year register system in March 2026. In attempts to navigate a minor issue with the new system, a tier-2 tech representative changed my user status from Standard Tier (for which I have paid monthly for 8 years) to Starter tier due to his erroneous presumption that my new equipment indicated my ineligibility to use standard level functions. The tech representative erroneously rebooted my system and reversed what he presumed were functions that a new system shouldn’t have while attempting to resolve my minor issue. Elavon refuses to take responsibility for their error and reverse this error to resolve this matter. My merchant services has worked for 2 days contacting upper management at Elavon without success. The whole situation is counterintuitive. Even if I were a starter client (which I am not), the whole objective is to have a client pay for higher level tiers of service—my merchant service and I have easily provided proof of purchase—so restore the standard status like I’m a new standard tier. Either way, the lack of professionalism is astounding. It make no sense why Elavon would risk losing an 8 year veteran willing to continue paying for standard tier over a simple resolution. Take ownership of your mistake and take the honorable steps to make it right. This is all surreal and counterintuitive—those are not adjectives that should characterize my experience with my register software company. Hear this: you guys are NOT the only software company out there . . . resolve this matter expeditiously or you won’t have to resolve it . . . termination of services will resolve it for YOU!
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