Today I've been on chat with square "support". Support is an oxymoron. I tried sending an email (body attached) to the email I found on the internet - it bounced. I can't upload the chat transcript here that I refer to in the email - because there's no way to attach a doc/pdf.
To be transparent - when I've had issues in the past, and asked to report a complaint about the same issue (the time it takes to get anything done through chat, the amount of transfers, etc) - I've been told I would receive a call within 2-4 business days and NEVER get a call back. That's why I wanted to file a complaint myself.
I even asked to be transferred to an agent in Canada. Didn't happen. I highly suspect a bot will respond to this thread and this too, will never see human eyes.
I have attached a copy of the chat transcript for your review. Unfortunately, the beginning portion of the conversation is missing. My initial estimate of being in the chat for approximately 2 hours was based on the first visible timestamp in the transcript I uploaded. However, that timestamp reflects a point already well into the conversation, and by 10:05 I had already been transferred multiple times. While I cannot recall the exact time I first joined the chat, it is likely that I was engaged with support for at least 2.5 hours.
Additionally, the requirement to repeatedly enter my name and the email address associated with my account each time I was transferred is both inefficient and unnecessarily frustrating. Support agents have access to the full chat history and can clearly view previously provided information, including account verification details. Requiring clients to repeatedly re-enter this information during the same support session reflects a significant inefficiency in the process.
I contacted support with 4 issues that required resolution. Ultimately, 3 of those issues were addressed, but the process required an excessive amount of time and multiple transfers to reach that outcome.
The amount of time required to resolve these matters is unacceptable. As a client of Square, my time has value. The time spent navigating repeated transfers, re-verifying account details, and receiving template responses is time taken away from operating my business. In this instance, the process consumed at least 3 hours of my day.
I encourage you to review the attached transcript to see the number of transfers that occurred and the frequency of repetitive template responses. The experience was frustrating and, at times, came across as dismissive rather than solution-focused.
This feedback is being provided in the expectation that it will be reviewed internally and that steps will be taken to improve the efficiency and effectiveness of your support process. The current system places an unnecessary burden on clients seeking assistance.
