Wednesday, July 25, 2012

Star Micronics vs. Epson: Sometimes better to stick with the market leader

I have always been one to support companies that herald innovation even if they are not market sales leaders. That would explain my avid support for Audi in the 80s, despite lackluster sales in the US, support for Saab in the 90s, and innovative software and computer hardware solutions from smaller vendors. Often, my decisions lead me to interesting and positive.

Sadly, sometimes they don't. Today, I was reminded why sticking with the market leader has value.  As Boston East India Hotels re-engineers The Sol hotel, which is part of our portfolio, I decided to leave the point-of-sale solution we had been using for years and adopt another solution made by a small company in Belgium. We have an event at The Sol that requires faster food and bar ordering, and we decided that the POSiOS system would be right fit. The only drawback was that the software that comes with the POSiOS solution requires printers made by a small Japanese company called Star Micronics, which has very little presence in India. The clear market leader is Epson, another Japanese company, which is supported by several other software packages I was evaluating.

The Sol currently uses Epson.  Against the advice of my food and beverage director and senior advisor, I placed my faith on the sales and support team of Star Micronics to deliver what they promised. I ordered a Star Micronics TSP-743LAN (which I was told is compatible with a Star Micronics TSP-143LAN), paid by immediate wire transfer as was urged by the Star sales team, and was promised delivery the next morning. Alas, the morning came and went, and the printer hadn't arrived. When it did finally arrive, it came without the LAN port, which enables the printer to connect to a network to receive print signals. In short, the printer can't print. The distributor for Star Micronics in India, POS Solutions Pvt. Ltd. lied to me and advised me that the LAN port had been shipped and would arrive later in the day. Alas, it hadn't. Upon further review and only after several hours of trying to locate support, I learned that the LAN port might arrive an entire day after the event for which we had adopted the new POS solution.

So, I'd like to publicly thank Star Micronics and POS Solutions for reminding me why some companies become market leaders and why some don't. If you are considering Star Micronics or POS Solutions in India, I'd highly recommend reconsidering. Stick with Epson and thank me later. 

1 comment:

juwai said...



Thanks for this post is very informative and interesting.all the points are very useful. Simple but very effective writing. Thanks for sharing such a nice post.


Hp Printer Technical Support