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 confiden...

Day 4 without a card reader and still no word from Shopify Support. This is totally unacceptable.

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...

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. 

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 cal...