Shopify Retail phone support is totally inadequate

[mdliss]

Getting support from the Shopify Retail support team is next to impossible. There is a phone number, but when we call we get music on hold. That's it - just music on hold.

No message like: "Your wait time will be xx minutes"

No option to ask for a callback.

Just Music On Hold. 

How does a company the size of Shopify put out this poor level of support? We have a POS that can't connect to the credit card reader, in a live store, and we can not get anyone on the phone.

[Nia]

Hi, @Mdliss!

Are you able to contact our support team through our Shopify Help Centre please? You will be able to access the callback options through here (if it does not appear, this is due to capacity being reached).

In regards to the actual issue at hand regarding your POS system not connecting with the card reader, are you able to advise me of the error message that is appearing please?

[mdliss]

I have been through the main Shopify help line for this issue. They don't have the experience/knowledge and they tell me to contact the Retail Support team. 

[mdliss]

I was finally able to connect to Retail Support by phone (after 24 hours of being without a card reader). The agent took me through a number of scripted steps, most of which we had already done, and then had me send in a Report from the POS. She said she passed this on to her Technical Support team and I would be hearing from them via email.

This process took a full hour of my time.

This morning I got an email from a "Specialist" from the Retail support team. This was a generic response which asked me to go through all the scripted steps that I did yesterday via the phone.

This is frustrating for me - and embarrassing for Shopify. 3 days, and counting, without a credit card reader.

Email is copied below:

"Giffy here, a Specialist with the Retail Support Team here at Shopify. I've received a support request with an app logs report attached, and i'm certainly happy to help you with your issue about your card reader.

I know how important it is to have a functional card reader, so let's dig into that together so we can get this sorted out.

By the way, could you let me know the name of the card reader you have? With some additional details I'll be well positioned to offer some next steps for us here. If possible, please don't hesitate to attach a screenshot for us, as it can help us to resolve any issues very quickly!

We can try these basic troubleshooting steps that can work with all our card readers:

1. Confirm that both the Shopify POS app and the device you're pairing the reader to are up-to-date.

• Go to the Apple App Store, find the Shopify POS, and make sure the App is up to date. If there is an update button, make sure you update the app.

• Go to the iPad Settings > General Settings > Software Update > and if you have an update available, please update the device.

2. Perform a factory reset. Insert a thin pointed object, such as the end of a paper clip, into the hole and press down for five seconds to reset the reader.

If the issue still persists after completing the above troubleshooting steps, please let me know and we will further investigate if you need a replacement and also for us to check your warranty status."

[mdliss]

Day 4 without a card reader and still no word from Shopify Support.

This is totally unacceptable.

[mdliss · Accepted solution]

Day 7 - we finally got a replacement card reader. I had to be a bit heavy handed with a support rep to get this shipped (he started with wanting to do the "troubleshooting steps" again. Ugh!).

So this card reader seems to work. But I have no confidence in it. We have been on Shopify for a little over 2 years - and this is, at least, our 5 card reader. They do not last long. 

[petgrocer]

The on hold music is so annoying. The minute I hear those songs now I immediately get angry. Lesson in letting go here for me. Something a bit less loud and more neutral when people are calling in with issues would help.