New S1E2L (Build 1.4.1.129511) Handhelds Are Nightmares, Customer Care the Same.

[chohelen]

Hello everyone.  Is anyone else experiencing connectivity issues with the new handhelds?  We have a Toast HH1 that's been a lifeline to get through service, it's been the only reliable handheld out of three.  

This has been such a nightmare of a summer patio transition and have only started with Toast since last fall. 

We've run into a number of issues from the beginning.  These handhelds were ordered months ago and only arrived this month, with the delay in receiving them pointed at the delivery carrier.  We had to delay our patio opening due to having only 1 handheld for the entire patio.  When we finally got them, there was a battery malfunction and they both overheated when charged overnight.  Then they wouldn't turn on.  Only had the Ayden screen flashing over and over.

Within another two weeks, we finally got replacements and they have been nothing but trouble.  We finally got to do a soft patio opening on Friday, which was smooth, but we were only using the HH1 we've always been using as the S1s were having major connectivity issues. 

Saturday night was busier and our entire system went down.  Luckily the handhelds still functioned offline.  

But yesterday was a service we'll never forget.  We were down a server already and the long weekend rush was intense.  We had issues with the printer connections going out for both first and second seatings.  The second seating outage was the worst though.  Orders were being placed and the kitchen was not receiving the chits.  There was no yellow bar indicating any connectivity issues.  We were too busy and short staffed for the manager to dedicate themselves to sorting it out, so we had to resume with handwritten and verbal chits.  

By the end of service, the servers were furious about all the stress they endured.  I'm worried that the new seasonal staff will leave.  Every agent we've spoken to have been extremely unhelpful and lacking knowledge to help us, except one gem.

Another industry friend of mine was saying that he's been experiencing difficulties with the same S1 handhelds.  Seems like there a major bug to fix in them and they should never have been released.  

A friend of mine who owns her business was horrified when I was talking to her about it and said that Stripe was amazing and she even has her own dedicated agent she has a direct line to that has been amazing throughout the whole process of becoming a business owner.  

The team as a whole who were initially so excited about Toast is now absolutely disappointed.  We are seriously considering moving to a new POS provider.  We are a well oiled machine with long time staff and this has seriously thrown us off course every day the patio has been open.  We cannot go through an entire summer patio season like this, especially with a street festival and a large private event about to happen in the next two weeks.  

Toast, I leave it to you to resolve this and offer compensation that is reasonable for what we've gone through.  If you can leave a direct line to someone who has the knowledge and authority to resolve this, that would be an acceptable bare minimum of a start.  For a service that prides itself on being created by industry peers, this is definitely not up to par.

[Rob]

Thank you for your feedback, and I apologize for your experience. I see that your case has already been moved to an expert, I will reach out to you via DMs to ask a few more questions. Unfortunately, we do not currently offer a dedicated agent to assist with problems, but we will send an agent on-site to help.