topic Re: Toast Central Contact Customer Care in Back Office & Team

Toast Central Contact Customer Care

Penguin_Meg1 — Fri, 27 Sep 2024 18:43:45 GMT

Hi All!

Does anyone know what happened to being able to write contact customer care through the "contact customer care" portal on Toast Central?

We constantly have customers that call in an order pay for it and then pick it up on a different day. When they come in and sign a receipt we have to scan the receipt to customer care so that Toast can enter the tip (it's annoying but that's what makes it pci complaint). We use the customer care portal often and it is gone now..... Screenshot attached

Re: Toast Central Contact Customer Care

Rob — Fri, 27 Sep 2024 18:48:58 GMT

You're not the first person to bring this up; it seems we changed this recently, but I haven't found any information about it yet.
When I have more info, I will relay it here. If anyone knows another way to write support other than chat (apparently, the chat option can disappear), please note that here! Sorry for this inconvenience!

Re: Toast Central Contact Customer Care

Penguin_Meg1 — Fri, 27 Sep 2024 19:39:10 GMT

Thank you Rob! Can't wait to hear what's up!

Re: Toast Central Contact Customer Care

Rob — Thu, 03 Oct 2024 20:16:20 GMT

I can confirm that we have updated the process. The most current information on contacting care is in the article below. If it's not listed there, it's no longer an option. I have relayed this feedback to my team, and they can access the threads mentioning this issue. If more members make posts about this, I will be sure to pass it along!

-EDIT- We are changing it to how it was, so you should see these options return. Let me know if you have any other questions!
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Re: Toast Central Contact Customer Care

Phil_Knight — Fri, 04 Oct 2024 13:36:45 GMT

Hey all, adding to this. I am working at the enterprise level across multiple concepts and this is a HUGE MISTAKE>>>!!! I simply do not have the time to chat with someone, or get on the phone to discuss issues at all hours of the day. I need to be able to open a ticket, and move on, and now I feel that has been taken away from me. Image if we had to do that across all of our multiple integration partners, payroll, etc (I would never get off the phone). How would I escalate on my end and assign to another team member? Just got started with Toast, already not impressed with service......... This is no way to treat your customer.

Re: Toast Central Contact Customer Care

Penguin_Meg1 — Fri, 04 Oct 2024 13:40:24 GMT

AWESOME! Thank you very much for keeping us posted on this Rob!

Re: Toast Central Contact Customer Care

Phil_Knight — Fri, 04 Oct 2024 13:41:09 GMT

Even better, just sat through minutes listening to the operator go through options, zero button to hit for sales reporting issues, and further options takes you to another menu, which then loops you back to the original..........

Re: Toast Central Contact Customer Care

Penguin_Meg1 — Fri, 04 Oct 2024 17:33:22 GMT

I'll keep checking it, it hasn't changed back yet but I'm happy to hear it's in the works!

Re: Toast Central Contact Customer Care

Rob — Fri, 04 Oct 2024 19:33:35 GMT

Thanks for reaching out with this feedback, and I apologize for your experience. I was informed that we would change it to its previous version but was not given a timeline. The article attached will be the best source for updates. However, I will keep an eye out and update this thread should I learn more!

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Re: Toast Central Contact Customer Care

Penguin_Meg1 — Sat, 05 Oct 2024 19:23:57 GMT

It's BACK!!! YAY!😀😀😀