I have been with square for a long time. I have grown tremendously since I started with them. I am curious if any of you who process a lot have issues with customer service being very lackluster? I also use their other services such as payroll.
One problem I see is if you have a problem it is almost impossible to get your assigned account rep to call you back.
Another problem I found out is if someone calls into Square and acts like you and is rude they will cut your support off for a month even though you didn't do it. I had this happen because a sub called in acted like they were me because they were trying to get the advance pay turned on because he wanted money immediately. Keep in mind he never talked to me. I cancelled our work with that sub but in the meantime Square cut off my support for a month because he verbally told them he was me and cussed them when they wouldn't do what he wanted. Level of frustration here is really high. This means anyone could call in and if they have enough information they can cause you to be locked out of support for a month. I called my support rep Brendon and and for months he never would respond to this problem or any other problem for that matter. I know this will get repressed but it is something the community needs to talk about. Think I am a small vender? I process over 700,000 a year with square but apparently that isn't important enough for a call back.
I asked for a new account rep and was turned to a new one but was told it would be 3 days before she could talk to me. Really? Three days? How many of us who run a business would think this was an appropriate time frame for a customer who is having a problem?
I guess at this point I am going to leave because I cannot do business with someone who acts like they could care less if I am here or not.
Curious on the communities thoughts?
