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FAQ

At The Whole Nine Yards, LLC, we've done our best to create a Web site that anticipates and satisfies our customers' needs. With that goal in mind, we've compiled a list of frequently asked questions. If you do not find an answer to your question here, contact us at 877-771-8226 or bob@wholenineyards.net.

CUSTOMER SERVICE
What are your normal hours?
Our phone lines are open from 9:30 AM to 6:00 PM Monday through Thursday and Friday from 9:30 AM to 4:00 PM and closed on the weekend.

SALES
From the time I place an order to the time of installation is about how long?
This is a variable that is hard to say as it depends on the time of year as well as what other projects we are in the middle of.  Normally, when we place an order with the equipment distributor to the time we receive just the equipment is rarely more than a week.

However, the main variable is the programming whereas if you are going to be using the cloud based POS software, the programming is usually completed within 2 to 3 weeks from the time we order the equipment. It is also based on how long it takes for us to get either your product or menu list as well as any modifiers required for a menu. For a Retail clothing store, we have to get the Size / Color / Style matrix implemented and that could take an extra few days.

Once we get the system, how long do we get for training before we go live with the system?
Again, this is a variable, but with most restaurants it will take about 2 to 3 days of 4 hour training sessions. With Retail Stores, it should not take more than 8 hours of training as everything is pretty much straight forward. If it is a local business, one of our representatives will be on site with you for the first day of live operation to guide you through any possible issues.

What is the equipment warranty?
All POS terminals have a 3-year factory warranty and peripherals have a 2-year factory warranty. This is not a next day replacement warranty. However, we do offer a 3-year, next day replacement warranty on the entire workstation (terminal, receipt printer, cash drawer, barcode scanner) for an additional fee.

SUPPORT
What are your support hours of operation?
Our technical support line is open Monday through Thursday from 9:30 AM to 8:00 PM, Friday from 9:30 AM to 4:00 PM and Saturday from 9:30 AM to 3:00 PM. We are closed on Sunday. The office line is auto forwarded to our cell phones after hours but any support calls after the posted hours will be charged at the rate of $112.50 per hour, minimum charge will be $75

BILLING
Under what circumstances will we be able to be on a net 30 account?
You will have to have been a customer on an existing contract where we have serviced your account for a minimum of 6 months. Then we will take a credit application on your company and go from there. The only exception to this rule is if you are a government agency which produces Purchase Orders.

Do you accept government purchase orders?
Government purchase orders are accepted for any amount over $2,000 otherwise will have to be paid either by credit card or government check.

PRODUCT / SERVICE SPECIFIC
Do you sell Epson All-in-One Workforce Pro printers?
Yes. We sell all of the Workforce Pro series printers and  have one on display and in use at the office.

Do you sell the ink cartridges for the Epson Workforce Pro printers?
No, we do not because we have found places on the Internet that sell them in volumes. If you purchase a Workforce Pro from us, we will give you the site where we purchase our replacement cartridges from.

MISCELLANEOUS
If you have any other questions you would like answered, please shoot us an e-mail at:

 info@wholenineyards.net
 and we will respond within 2 business days. Thank you.

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The Whole Nine Yards, LLC
138 E. Sandy Circle - Big Pine Key, FL 33043
USA Toll Free: 877.771.8226 - Local: 305.433.5542
Cell: 305.924-2781 - Fax: 305.851.8035