New Member
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1 Message
Outage Credit
I run a restaurant and we were down all day. Lost all the takeout business since the delivery service tablets were offline.
Then I web chatted with support and asked for credit and they said that there was no outage. She kept repeating that to a point where it was annoying. They very easily hide behind "we can only tell you wat our system says". "We cannot do anything and there is no supervisor available"
Finally I terminated the web chat and made a call. Now the agent says yes there was an outage. After 45min I ended up with a $20 credit. Such a waste of time. Just coz there are limited options this company literally abuses customers like this and takes no ownership of their actions. Even the SMS messages that were sent on the day of the outage were messed up. At 6pm I get a message that they were still working on fixing the issue and it would be up by 130pm. How ridiculous is that. The FCC needs to really address these practices. I hate using their service and would drop it immediately if I had other options.
GoodCustomerServiceMatters
New Contributor
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2 Messages
2 years ago
I totally agree with you. I own two restaurants that these outages effect. These outages could be intermittent and could last anywhere from 15 minutes to almost a whole 12 hour work day. This month we were experiencing intermittent outages, with this morning lasting 30 minutes. I know it doesn't sound like much. But, being the weekend and mornings, going to mid-afternoon are extremely busy. So, not only do we rely heavily on the internet to process payments, because 85-95% of our payments are credit card payments, but customers call in for pick up orders. Also, so many of our customers rely on internet service to do their computer work and video conferencing. You know what I was offered as compensation for the inconvenience? A whopping $4.00 credit! That's customers who might leave 2 cents on your table, because they claim to have had bad service. Even though, service was not bad at all and just didn't meet THEIR particular standards. They do that mostly however, because they want you to know what they think. It more so, of an insult than anything else. The CSR's $4 offer was an insult and only tells me that they don't value my business. Because they see themselves as the only game in town and too bad for me. I asked for a supervisor and was told that "company policy" did not permit her to. When I pressed her, she said that none were available. This is one of the reasons I feel strongly about going back to when we had strong enforceable anti-trust laws in this country.
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