Terrible customer service offerings at Square with replacement screens

[Lilshorty32904]

To Whom it may concern:

My wife and I run a small business and have been using several square products.

              We have multiple square readers, square stands, and a square terminal. Recently unfortunately I had a customer drop the square terminal (which I had purchased in November of 2021.) This square terminal is less than 9 months old as I write this. Obviously I understand that square can’t support accidental hardware issues, but I called to talk to square customer service and even spoke to a manager. All whom have stated the same thing, Square has no replacement or repair option for their $300+ square terminal. So I am out the original $300 and Square is recommending that I just go buy another one. I feel this is a terrible solution and a lack of customer services and support for individuals and small business owners are paying for square to not even have an option to repair their products. Your customer service team was unable and unwilling to assist and at this point I am now looking for a company which will back their product and will support their customers.

              I am shocked at the fact that a $300 device doesn’t even make it 1 year and the answer is just buy a new one or move to a different square product. What level of service is this expressing to your customers who you charge 2.75% of every transaction that you can’t even honor or support your product in the event of an accident after purchasing such a costly device in the first place.

I am now shopping around due to the disappointment that your lack of support and service provides its customers.

Sam M.

[Gold]

HI, this is the seller to seller community board with no Square Support.  Unfortunately, tech items cost more to repair than to replace.  It’s not cost effective to repair.  It’s a business loss due to your customer’s error.  

[JJ_]

Hey, @Lilshorty32904  I appreciate the time you took to write and share your lamentable experience. Statistics show that replacement parts or renewed or refurbish devices tend to fail more often compared to brand new devices.  However, I see your point clearly and I  recommend you submit a Feature Request here. This will help our product team get visibility and track other Sellers with similar interest in your request. 

Important: When submitting a request, make sure to include the desired feature, and provide the details of how this feature will help your business succeed (how would you use it and what you expect from it).