@Sammie_C since your instructions aren't working to attach my MS Word doc or PDF and I'm not getting a response after spending so many hours trying to resolve this, perhaps it's best just to copy and paste the text so everyone on this forum can see it as well and watch how this unfolds.
I expect a response within the week to my complaint and a resolution to both of our issues with our new Square Stand.
To whom it may concern,
I am writing you to detail my experience with Square Support in hopes that this issue will be
immediately addressed and corrected while improving your support team and experience for
your customers.
We ordered a new iPad and Square Stand and received the order on the 24th of April, 2025. I did not get around to opening and installing the iPad/Square Stand until later that early evening. After setting up the Square Stand and familiarizing ourselves with its operation we noticed that you could no longer record the customer’s name to an open ticket by tapping/inserting their credit card like we previously did with our iPad and magstripe reader.
I called into support on the evening of the 24th of April and was connected with a support agent who had a very thick accent and had difficulty understanding our issue. I tried to work with him for nearly 3-hours going back and forth trying to explain our issue and he could just not comprehend what I was saying. I told him I did not have anymore time to spend with him on the phone and asked him to look into the matter and get back to me via email. I asked him if he had my email address and contact information and he said yes. I also asked him to forward me to your Square support survey so I could detail my experience with him. Instead, he hung up on me and the phone was disconnected. I still did hope to receive a reply from him but never received one. It was an extremely frustrating experience to say the least.
Having not received anything from him over the weekend, I submitted a request for support on the 28th of April, case number 106628575 in hopes of resolving our issue. This case was forwarded and forwarded around to several individuals making this experience also very frustrating and making me realize Square Support does not actually mean “support” and these agents have no more clue how to fix this issue than I do. George forwarded my case to Jackie who seemed to become frustrated that she did not know how to fix my issue or even understand the issue we were having. After repeatedly going back and forth with her and
asking to elevate my issue to someone else she reluctantly passed it on to someone name Alex.
Still hopeful that someone would resolve this issue for us. I began explaining to Alex once again the issue. However, Alex also was unable to assist or even understand our issue it seemed. Then he abruptly asked me to verify who I was for some reason which I did and then he said he could not help me unless I called in and I told him I already did that in the beginning and wasted almost three hours on the phone and did not have more time to waste on the phone. He never contacted me again via email to resolve my problem.
All during this time I was as clear as I could possibly be detailing our issue and even providing a link to your support personnel from your website showing how the system was supposed to work and that it was not working in this manner. They just did not seem to have the familiarity with your Square systems or troubleshooting I would expect from someone on your support team. In addition, they all seemed very reluctant to permit me to talk to someone with more experience or a supervisor. I’m not sure why they would rather protect themselves then provide help to your customers but there is clearly a cultural problem in your organization of people protecting themselves in lieu of helping your customers.
At this point this issue is still unresolved and I am also working with someone in your forums called Sammie_C to resolve a secondary issue we have found with the Square Stand in that it constantly has to be restarted to take a payment by tap or inserting into the chip reader. I hope this person can help us with both our issues but considering my experience I am no longer hopeful.
As a small business owner, I do not have several hours to sit on a phone call in front of my Square Stand repeatedly doing the same thing over and over again for your support personnel in hopes that something will finally work. Doing the same function again and again does not work and your support personnel need better critical thinking skills to troubleshoot these systems. I have worked over 28 years with the United States Air Force in the communications and computer systems fields and have a BS in computer systems and am appalled at my experience. Your support staff needs better training than flipping through a binder of issues hoping to hit upon a fix. I would like a response to my complaint in writing and expected resolution for both our Square Stand issues and how your support services will be improved for myself and other customers.
