Customer Names on Tickets Bug

[MGramsJr]

I’ve tried contacting support now multiple times, kept having great attention at the start but then the conversation died away and ultimately no movement on the issue being solved (despite being told the engineers have discovered what the bug is and are fixing it). This is a recurring bug (since 2018 according to others who expressed online how disappointed they are) and the lack of Square's support not resolving this is frustrating. 

In short, we used to be prompted to add customer names when an order is placed at the register. Now it won't (unless the order itself contains one of three particular items, which is weird). Been weeks now and we are passing off the wrong orders to the wrong customers and I am about to switch to Toast since a rep from Toast came in and promised the lack of correcting a technical issue is never with Toast. 

Does anyone at Square's support truly know how to resolve this? I really do not want another "our engineering team is actively investigating this and has filed a ticket" and then dead silence afterwards. Dropping a letter to CEO Jack Dorsey to explain the lack of correcting computer issues and awaiting a reply from his office.

[Donnie-M]

@MGramsJr That is strange,  so what kind of items do you sell?  I am assuming food.  If you ring in say a sandwich it just goes straight to checkout and doesn't auto assign a ticket or ask for a name?  Are you using ios or android or square register?  I will see what my settings are and we can at least compare notes.  Also, do you have printers at your registers?  and have you tried automatically printing order ticket stubs?  the ones you would give to a customer with auto assign order ticket numbers?

[MGramsJr]

We have gone through all this with Square technicians. We even use their equipment. I would prefer to do screen captures and such by text at 443-286-6821 rather than go back and forth for a few weeks on this platform since this is the first time in a week that I have been on here. This is a bug people should know about since it's been reported since 2018 (I did a google search and there are people complaining about the same) and I suspect it can be resolved quicker by text or phone. Message boards won't solve the problem, only theorize causes and solutions. Martin

P.S. It is food, we are using Square registers, we have printers with the registers, and the only thing we can do is have it generate order numbers if we have to but it is so impersonal. We REALLY need to get this resolved, otherwise I have to recommend to others NOT to use Square because it won't do what they want it to do -- ask for customer names.