How do you solve problems and fix issues without the help of customer support?

[Jovanw]

Hello Seller Community!

I'm a researcher at Square and I'm looking into how you troubleshoot issues and reasons you may not use customer support. I'm curious to learn:

• What resources do you use outside of customer support to help solve your issues?
• How helpful is the seller community or other forums in helping you troubleshoot issues?
• What do you use customer support for outside of fixing problems with your account or devices?

Let’s discuss! I’m looking forward to hearing more. Thanks.

[Jovanw]

Thank you for your feedback. We appreciate your response. How has your experience been getting answers to the questions you have posted within the seller community?

[homeprogreen]

It’s been pretty good. Sometimes it takes a couple of days to get replies but normally someone has good ideas of workarounds to try

[DinaLRosenberg]

I always come to the seller community first because I just don't have the time or patience to deal with customer support. I used to have a Square Rep but that was "taken away".. so now I come here. Honestly, the help I've gotten in community has pretty much always solved any issues I've had.

[dluman40]

You need to search for help articles in a subdomain of the company. 

Forum is extremely helpful if you are looking to have broader perspectives from different individuals.

I mostly contact custom support to understand specific things about a product or service.

[Candlestore]

@Jovanw ;

With calling supprort I get tired of Pressing 9 and hearing about how to fix this or that or Loans press 6 for example.  Then after hearing all options then 9 because nothing was the reason, then another list of choices to Press 9 again.  I gave up and use the Forum.  Depending what my issue deals with I look uder that area.  Since I use Square for Retail, if I have an issue with my Square stand, I will either look in the Stand Section or the Square for Retail area.  Right now I have been trying to work with the developers areas trying to figure out API's for Square.  There is alot of information there and Square even has YouTube videos showing how to do things.  Sometimes other Square Users even post videos showing how to do XYZ.  My first choice is to repeat the issue.  Take a few pictures of the issue or a SHORT video under a minute of the issue.  Then I try to figure out what others may call the problem or issue and search the forum.  Someone here usually has a great idea, but they need to understand your issue to help you and which system and Hardware you are using, since they all have slight differences.  Pictures and Videos let the helpers here see what your referring to and also which screen you are using.  Sometimes it just tapping or clicking a different option on the page.  

Resources I use outside of Customer Support are this forum, Google, Youtube, sometimes Tech savy friends.

The Seller forum is VERY helpful if there is a way to get something to work that was not defined by Support to work as intended.  The forum is helpful at giving Ideas to try and help with inside and outside of Square.  

I have called Support I believe 2 times in as many years.  Both times were to see about Transactions not appearing after Charging a customer.  I found out Square was having Issues that were not yet noted in the forums.   So both these calls were about my account not working.   As for other reasons to call support besides Account or Device issues, what other reason is their to Call any customer Support?    Its not like I call them once a week to see how their Family is or their vacation was etc.  Then again maybe we all should start doing that to all customer support companies   lol.

[Twpchair]

I'm not sure if I have ever called customer service except to be transferred to tech support 2x in all my years. I used to have the patience for all that pressing and pressing, then yelling into the phone with 18 digits for anything and everything. I come right here first. 

[schaefferjosh]

I thankfully have not had to do much with support. Any issues I have encountered have actually been solved via the square community. I will usually browse through to see if the problem exists and if a workaround has been found. Another place though that has a lot of answers and has helped with questions in the past has been Reddit and the Square user Facebook group. 

[GreatVibes]

This is a good question and I appreciate the inquiry. I generally only call when I have a specific concern regarding my account or a technical issue with my services or If I can't find something in the dashboard I know is there but don't know got to get to it. Forums help with general questions but still have to call sometimes especially if the topic I'm asking about has thread that is closed or arquived or if the answer is not specifically what I need to know. My only bother is the long phone tree you have to get through in order to speak to someone. 

[Twpchair]

We take care of everything in-house. I have sent a couple of PMs to certain Mods and got their middle side of it. There's always 2 sides ours and theirs. Usually it's just meeting in middle so both parties seem fine when it's all over. 

[Becca1]

I am having issues as well! I was a part of a Beta program and now it’s gone. No email. No heads up. And no one to call.

[homeprogreen]

If you were in a Beta then you should be able to get assistance from within the beta hub. If that particular beta is closed so that you can’t post in the subgroup for that Beta then you can post in the general beta group asking for assistance and one of the beta managers should be able to get you to the right person 

[Becca1]

I don’t even know what to look for.  Thank you for the information though! 🙂

[homeprogreen]

The link is at the top of the community page. I circled it in red so you know what to look for