We are having an issue with both of our POS Go units. One is worse than the other. The battery is defective and is swelling. It now has a large hump in the back so that it no longer fits in the cradle. The one that is worse off now has swollen to the point where the plastic connections on the side or “shell” of the device are popping open.
Who can provide a resolution for this issue? I am trying to contact shopify hardware, but it seems there is only a generic chatbot there. Anyone else having this issue?
Hi there, @Rockyc4 . Thanks for taking the time to reach out to the Shopify Community Forums with your POs hardware situation. My name is Imogen. It’s good to meet you!
I’m sad to hear about this situation you’re experiencing with your POS Go Units. In order for us to get you the support you need with these, I’m going to advise on the steps you’ll want to take:
- First, open your Shopify POS App and access the ‘More’ menu
- From them, select ‘Support’
- Then, select ‘Contact Support’
- From there, you will see direct methods of contact you can use to reach our Retail Specialists
I recommend that you use the steps outlined above to get in touch with our Retail Specialists, who will be able to get you authenticated, and then advise on what can be done to help you get this hardware replaced.
we have the same thing going on.
We have the same thing as well
Replying again to add that I spoke to CS on the phone and was told all POS Go Docks with serial numbers starting with “230” are faulty and need replacing. I was also advised not to use the POS Go with the Dock or use a backup, such as a Wisepad if possible. I answered some questions and should have a new POS Go and Dock heading to us shortly.