Awful customer support when it comes to hardware swap

[fishdaniel]

Hello.

I'll try to make this as short and as informative as possible with the hope it will be fixed by Toast.

We've had a very negative experience when it comes to hardware swap. It feels like there is no communication within certain Toast teams.

From the latest: Tier one technicians say that the hardware swap unit we constantly had issues with at a few of our locations (toast tap on-counter reader) will be sent to us. When we receive the delivery - it is a completely different (not on-counter) unit. We called back - the same thing "we'll send you the correct one." Long story short, it took them 3X TIMES to send the correct unit in, which took about a month to get.

Another instance: When we onboarded Toast at 5x of our locations - the two last ones we've onboarded didn't receive kitchen printers because of the shortage, and we were told (when called the support) that they will send the correct kitchen printers that we paid for automatically when they become in-stock, and we need to send the regular ones back. It never happened. Nobody called us or let us know that the printers are in stock. And I already anticipate nobody will swap this for us since there were no cetralized decision from above to swap to correct printers when they are back in-stock.

Another instance: We've lost about $1.5k due to the integration malfunction between Toast and DoorDash. I kept trying to resolve it with the Toast support but they kept ignoring cases I submit regarding this matter. One time I was finally able to get someone from Toast dig and see what the issue is - he informed me "yes" it is Toast's issue. He had submitted the request to another department to reimburse this money, the department rejected it without proper explanation. We tried again - and there is an update on it still. For clear understanding, the year has passed since this issue was located. And still no feedback. IT is crazy how you, a 6x locations chain can feel so hopeless when it comes to a quality support. 

I think it is all caused due to Toast not having dedicated account managers who can consolidate all issues the restaurant chain is experiencing and communicate it to the proper departments within Toast like, for instance, DoorDash did a long time ago, which create a top-notch customer experience when comes to helping merchants. We feel that we are just left out with the support that most of the time is useless.

@Megan Anderson, is a dedicated account manager on the route map by any chance? 

[au79teahouse]

I have been in your situation. It would be great if you can share your experience here at  the Megan Anderson's AMA post, https://community.toasttab.com/t5/toast-community-hub/hi-toast-community-megan-anderson-here/td-p/14...

[fishdaniel]

Shared. Thank you.