Brain dead

[Dynamic_driver]

What clueless, brain dead, bottom dwelling fool decided that it was a great idea to have a contactless reader update over an extemely busy holiday weekend? Do these clowns have no common sense; have they never actually used their product in the field?  It's mind numbing to think of the total lack of comprehension of the customer experience

[ryanwanner]

Hi @Dynamic_driver 

I fully get the frustration you have over the contactless update. I've seen the hardware update at quite inopportune times over my term as a seller, that's for sure.

First question: did the update break anything or did it just stop payment processing while it did its thing? If the first, if there are any error messages please let us know and we'll do everything we can to get you back up and running as quickly as possible.

If it was only that the reader update stopped you from accepting payments for a bit, I have some suggestions for you:

-If you're using the Square Stand, I recommend leaving your system on and logged in overnight. The majority of the time the updates happen overnight. If you bring your system up right at the start of your business day, there is a very good chance that the update will impact your flow.

-If you're using your phone and going into a busy weekend, I recommend leaving your phone in the Square app overnight the night before for the same reason.

There was one time my Square Terminal decided to do a software update when I was at a Farmers Market on my cell phone hotspot. Burned through my data limit and left me with no way to process online payments that day. Oof.

But overall, the biggest thing I want to say: I fully understand your frustration and your need to vent. Yes, it sucks when the software you rely upon to make your business succeed doesn't work right. If one of your customers came at you the way that your message did here, what would your response be? There are people on Square's side that are just as dedicated to providing you a service the same way you are dedicated to providing your customers a service. Treating them poorly isn't going to make them want to solve any issue. Let's get you back up and running in a cordial manner then look at what we can do to prevent this from happening again.