Does Square offer repair services for their hardware?

[Hschorno]

The title of this thread has been edited by a Square Moderator from the original: Can a shattered screen be replaced on the credit card reader?

The credit card reader was dropped and the face shattered. Can it be replaced?

[JK_Fiber_Art]

Hi Hschorno,

I believe that Square only does Warranty Replacements - not repairs.  Hopefully one of the Community Monitors can provide some advice.   You didn't say which device - is this a Terminal?

[_Violet · Accepted solution]

Hi there, @Hschorno - Thanks for reaching out. I'm sorry to hear about your Square Terminal l 😞 @JK_Fiber_Art is correct - we do not offer repair services for our hardware. However, I can certainly provide you with some information on our warranty policy.

Square warrants your Square Hardware against defects in materials and workmanship under normal use for a period of one (1) year from the shipping date. This limited warranty does not apply to Square Hardware that has been subject to alteration, repair, tampering, accident, abuse, misuse, fire, acts of god, or other external causes. So in this case, unfortunately, the Terminal would not be covered by the warranty.

If you need a replacement quickly, you can check this link to see if any retail stores near you carry the Terminal. You can also purchase from the Square shop and opt for 1-2 day shipping.

I'm sorry to be the bearer of bad news, but I hope this information provides some insight.

[HippieLori]

Seriously, a person spends $300 on a terminal, and if something that should be easily replaceable (such as a cracked screen) happens out of warranty, there is NO REMEDY FOR THE PROBLEM? This is entirely unacceptable.

Had I known there was NO SERVICE beyond the warranty period, I would NEVER have purchased this product. This is very poor customer service, and I will certainly provide this as a review of the equipment I purchased in good faith, and as a reflection of a lack of responsiveness from Square to its customers' needs. Shameful.

Lori Gibson

Hippie Creations

[perkits]

A cracked screen from a drop isn't Squares fault, maybe at sometime they will offer insurance or extended warranty. I've had a technical issue with my unit before and Square Support was fantastic!!! 

You may try SquareTrade (no relation) https://www.squaretrade.com/all-plans-protection/

[HippieLori]

I did not imply the break was Square's "fault", did I? I certainly wasn't expecting it to be free, the issue is there is NO SERVICE AVAILABLE for it when a customer is willing to pay for it. If they don't offer an extended warranty or service after warranty, and don't partner with a company that provides service, they are failing their customers in regard to servicing the hardware post warranty. Assisting customers with a connection to repair or service post-warranty is standard customer service - it's table stakes if you want a continued business relationship with your customers.

I've secured another provider, who is guaranteeing the same processing costs as Square for 36 months, has a 24 month warranty on its equipment, and provides after market repair services. Perhaps Square will correct this service deficiency by then.