Reader is Damaged

[JaymeB]

My 2nd Generation Square Reader which I purchased only 14 months ago, came up with a “Reader is Damaged” status yesterday while a customer while trying to make payment. 

As far as I can see from my research - there is nothing else I can do apart from buy a new one. This reader has been kept in a dock on a bench away from any water or magnetic sources since it was purchased. 

I can’t understand how it could be damaged. And from what I can understand, because it’s 8 weeks out of the 12 month warranty it now means I have to buy a new one?

Surely it can’t have become damaged from sitting in a dock for 14 months!? 

I should also mention, I purchased the counter dock, USB cord and wall charger all from Square at the same time as I purchased the reader (June 2023). So the reader has been charged with a genuine - Square purchased - USB and charger it’s entire life. 

My 1st Generation Square Reader lasted me YEARS and was not in a dock. 

[JaymeB]

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[Lou8]

Hi @JaymeB, thanks for posting on the Seller Community. 

I'm sorry to hear that your Reader is damaged, I understand your frustration.

To provide more context, the Square Reader has an in-built mechanism designed to prevent people from tampering with these devices. The mechanism can be triggered if your Reader is knocked around or dropped, or in rare cases, it can also be triggered randomly. Unfortunately there are no troubleshooting steps to resolve this. You would need to either submit a warranty claim, or buy a new one if the warranty has expired. 

Thank you for your understanding. Feel free to reach out if there's anything else I can do to help.