I am continuously infuriated by how hard it is to get through to a person who can help me solve my issue. The agents you (finally) reach only have a manual to read to you from and when it comes to running into a failure of the platform, or an actual problem that needs a solution, they have no discretion or ability to do so.
The way that Square silos each of their systems leads me to need to make multiple calls on two or three simple issues because each agent is only able to handle one facet of the problem - Appointments, for example.
The fact that Square also continues to string customers along with services - for example, allowing you to set a tracked commission rate for Team Members but then telling you that you have to upgrade your service to actually RUN the report is gross and infuriating.
There is absolutely zero transparency in their billing practices.
I was thrilled by the possible solutions offered by Square and I have been disappointed and deeply frustrated at nearly every turn as a customer.
Having a dedicated Account Management Team that can help you clearly review all services - what you need, what you don't, discounts for bundles, solving problems that cover multiple services - would be a great step toward limiting the hours it takes to solve what should be 5 minute problems.
