Toast Tech Support Has Moved Out of the US

[redmaplectoluca]

Does anyone know when Toast decided to move their tech support out of the US to the Philippines?   We've been with Toast for 8 years.  Did anyone receive notification from Toast saying they were moving their tech support out of the US....If you want to add services or remove services or even cancel, you get a US-based human being, but when there are issues you get someone outside the US who is trying to type into their computer....how do i resolve this problem.  People who are clearly not trained in the Toast system.  I understand Toast is a public company and needs to make money, but they get you locked-in for commitments and monthly fees and then go and do something like this.  Moving POS companies isn't easy and they know that, but their CEO has clearly decided that saving money to make their shareholders happy is priority number 1 and not backing up their customers who they rely on to actually make that money.  I finally got to a US kitchen Team Lead who informed me the tech supportple you get when you call or use the help chat are specialists, not experts.  The issue is, from my perspective, the specialists have to type your problem into their computer/knowledge base to figure out how to fix the problem, which only delays the end result.

When you want straight answers as to why something happened and what they are going to do to prevent this from happening again, sadly the tech support people in the Philippines is not going to provide that information or support.

[Rob]

Thank you for sharing your experience with the community. I understand how frustrating it can feel when you’re looking for clear answers and a quick resolution!

Toast provides 24/7 support through a combination of U.S.-based and global team members. Our frontline specialists are trained to handle most configuration and troubleshooting questions, and we also have product experts and escalation teams who step in for more complex or cross-functional issues.

We’re continuously investing in training and process improvements to ensure our specialists can resolve issues as efficiently as possible. That said, if you’re currently working through a specific case that hasn’t been resolved to your satisfaction, I’d be more than happy to help review it and ensure it’s routed to the appropriate expert team.

Please feel free to share your case number via direct message, and I’ll take it from there!

[pizzafortoast]

Have never had a problem solved by the first tier response. Now TOAST has introduced Raye an AI agent also half-baked. Complete disappointment. Just one more layer of time wasted. 

[Rob]

Thank you so much for sharing your feedback! I'm really sorry to hear about any difficulties you've experienced. I’d love to assist you further if you have a case number or specific issue in mind. Just let me know!

[Tm61]

I had asked for my account executive contact information and they couldn't figure out that simple request. I gave up after 25 minutes going back and forth.