How does Square (Online) justify ghosting a customer of NINE years?

[RoasterChica]

We've had a very persistent issue with Square Online orders syncing to our Square POS system since early this year.  I've lost countless hours with tech support, spent $527.88 on a new Square Stand + Ipad (which was said to be the solution for our issues), and our staff and customers have experienced untold amounts of frustration over a system that continues to malfunction.

The lastest trouble ticket and case number I opened on Oct. 4th, finally went unresponsive on Oct. 13th.  Square just left me hanging with the issue unresolved.  This Weds, Nov. 10th I worked the floor and experienced just how much my staff is constantly having to deal with online orders not printing unless the Square app is refreshed.  Then, several tickets spill out of the printer all at once and we're already behind on prep time. So I took it as an opportunity to make videos of the issue and then sent an email to Square requesting that a new case file be opened.

Nothing.  Crickets!

I feel that Square has pretty much ghosted me.... A customer of 9 years!  And I am MAD. 

Square moderators:  I need assistance!  This needs to be escalated to Engineering and a Manager that can help.  Please reach out to me, otherwise I will become a thorn in Square's side.  I'm done playing around.

[MJD]

Hey there @RoasterChica!

It appears Square support are very behind at the minute which is definitely unacceptable, however I'm going to tag in @isabelle who can hopefully offer their world class assistance or push things on Square's side to get things going! 

Sorry for the inconvenience!

Also as I am aware Olive doesn't often work the weekends, I'll tag in @BernadetteA and @Frida who are also amazing at offering support at lightning speed at a high quality : )

Hope I could help! 

[RoasterChica]

Thanks for your efforts. That’s really thoughtful  of you. 

[RoasterChica]

Anyone?  Beuller? Beuller?

Is this only further confirmation of just how much Square really cares?

There is absolutely no excuse!  Don't blame it on staff shortages, Covid, or the weather.  My issues began many months ago.  The only explanation I can imagine for the complete lack of response is that Square is so busy adding on services to its portfolio that it doesn't have time to service the customers that built its business.    

Not true?

I'm still waiting for someone in support to prove me wrong....  What I need at present is for a Case File to be opened so I can send videos and get assistance from Engineering.

Can anyone please assist??

@aarontw 

@ElisabethB 

@frances_a 

@isabelle 

@Frida 

@Ria 

@Ellie_ 

@_Violet 

@AdamB 

@sayra 

@Valentina 

@JustinC 

@Ani_ 

@Kassi_ 

@AshleyK 

@Joe

@ashc 

@nika_sq 

@kellyj 

@Helen 

@puka 

@Tom 

[AdamB]

Hi @RoasterChica. Thank you for tagging us and letting us know about your frustrations. I checked and found a bug ticket open with our team about your issue; it looks like they had trouble opening the attachments you provided. I re-uploaded the videos and images you provided after confirming that I could view them, and let them know to ask if they need any further information. Hopefully this should get your issue resolved quickly. Sorry for the trouble!

[RoasterChica]

Hi Adam,

Thank you for replying.  The fact that you were able to open and view both of the videos and the images shows there was nothing wrong with them in the first place.  The Agent I was working with told me by email that "the majority of the files are .html files which they couldn't convert to open".  Perhaps she mixed up my account with someone else because I don't recall ever sending her any html files. Instead she requested I send "screenshots in a .jpeg, .jpg, .png or a PDF files", but as you can see the two photos already were .jpeg files.

As for the .mov files, she obviously was able to view those because she said they were "excellent" but not very useful because they were only a few seconds long.  Sorry to be so sarcastic, but why make a documentary when you can make your point in 15 seconds?

Since then I have several more videos and I would like to send them.  Is there an email and person I can send them to instead of waiting even longer?

[AdamB]

Hi again, @RoasterChica. I think our ticketing system will sometimes do strange things with attachments that require some extra steps in order to get the correct file. That's our issue to solve and not yours, though.

I'll send you a private message about additional video files. I checked your bug ticket and it's been assigned to an engineer!

[RoasterChica]

That's very hopeful news. Thank you!