How do i file a complaint against Square Support?

[JW4624]

I have been emailing back and forth with Square Support for over a week now with no resolution. They have stopped responding to my emails now about my issue and I'm at a loss anymore on how to get it corrected and would like to file a complaint and elevate this issue but who can I email or contact to address this issue? 

There does not appear to be any contact information posted anywhere to file a complaint which seems rather convenient for them.

[Sammie_C]

No, that is not a phishing scam, @JW4624. Antonio is the Engineer that is working on your Square Stand case. In the email he let you know that he would be keeping you up to date with details on the situation, as well as if you have any questions to send them over to him. He went ahead and sent over another email to you earlier today as well.

You are welcome to check-in here with updates once things have been resolved, if you would like. For now though, if you could respond to his email he sent over and continue communication with him in that way, that will be the quickest way to get this resolved.

[JW4624]

I responded but he provided no "new" solutions or alternatives. 

[Sammie_C]

I appreciate it, @JW4624. They may ask a few questions I have already asked to ensure that all troubleshooting has been completed, but they will be able to get this resolved for you soon.

[JW4624]

Doubtful, but I will keep posting here till death or my problem is resolved. You are not "brushing" me off that easily.

[Sammie_C]

You are welcome to check back in on this thread, @JW4624.

I am not "brushing you off," I have put you in direct contact with one of our Engineers, the individuals who build and create our products. They are the ones who will directly be able to resolve your issue.

[JW4624]

We’ll see. We’re reaching an end to your solutions when you start telling us to try another outlet with a piece of hardware that’s supposed to be able to run disconnected from an outlet.

[Sammie_C]

I understand. Please give it a try and let our Engineer know your findings. I appreciate it!

[JW4624]

We charged the stand from another outlet like you suggested but have still had to reset the stand periodically to take a transaction. 

What's the next solution to this ongoing issue?

Thanks

[Sammie_C]

@JW4624, I understand. To ensure that you receive the quickest response, I and our Engineers are asking if you can respond directly to the Engineer that you have been emailing with about your findings, please. That way they can continue troubleshooting directly with you.

[JW4624]

Did that as well. 

I will keep posting here to you for a reply until this is resolved. You have assured me you are not abandoning me or "brushing" me off and I am thankful for that. We are in this together until resolution 🙂

[Sammie_C]

Sounds good!

[JW4624]

Alright Sammie_C, we've tried the same thing again with the same results over the weekend and are still having to reset the Square Stand. I've emailed Dawn as well. What's the solution?

Thank you

[Sammie_C]

I'm sorry to hear a resolution hasn't been found quite yet, @JW4624. I have been keeping an eye on the escalation with Dawn and the engineering team and they are the ones that will have next steps available. If I hear anything outside of that though, I will definitely let you know.

[JW4624]

Sammie_C, looks like Antonio and Dawn have given up and it’s back to you now to fix our problem. I have not heard back from either of them with another solution to test. 

What steps should we take next to resolve this issue?

Thanks

[Sammie_C]

I am sorry to hear this, @JW4624. Apologies for the slower response too, I was not in the office until today.

Unfortunately on my side, I do not have additional next steps as the two you have been communicating with are the ones with this information, but I just went ahead and sent a message over to both of them asking if they can send you an update.

If for some reason, you don't hear back, please let me know and I can send them both another message.

[JW4624]

Sammie_C, 

Your team is trying to brush me off and not provide a resolution to my problem. 

What are my options for getting a refund since this Square Stand does not work as advertised? It's becoming painfully obvious this was your plan all along to pass me off to them so they could disengage and hope I would just fade away quietly.

[Sammie_C]

You were not brushed off, @JW4624.

I and our engineering team have spent significant time attempting to troubleshoot with you. We also offered to replace your Stand a second time and have our failure analysis team tear down your unit for further investigation. When you refused this step and asked for a return, your request was forwarded to the appropriate team to facilitate the return of the Square Stand and process your refund. An email with those details was sent to you yesterday. That team will be in touch with you momentarily.

[JW4624]

More delays and very doubtful anything will come of this after this long. I have lost confidence in Square and this process but time will tell. Your promises are falling short.

[Sammie_C]

I genuinely do understand any frustration you are experiencing, @JW4624, but we are doing everything that we are able to get this resolved for you.

Please refer to the email you received about processing a refund, if that is the route you have decided.

[JW4624]

I have not received an email regarding a refund. Just send me the refund or credit my account and we’ll all move on from this nightmare and you can continue trouble other customers and make false promises.

Thank you 

[Sammie_C]

I understand, @JW4624. I wish I could just process the refund now, but our refund process does have to be handled by a specific team.

To confirm, have you received the email regarding a refund yet?