Customer service issues

WestsideBicycleWestsideBicycle Member Posts: 2

anyone else having issues with poor customer service after they are paid?

Anyone having issues of compatible items not being compatible?

Anyone have a manager phone # or extension? I was told that supervisors are not set up to use the phone.

Answers

  • HeatherHeather Administrator, Lightspeed Staff Posts: 100 moderator

    Hello @WestsideBicycle,

    We're sorry to hear that your customer service experience has been anything less than positive! I've sent your message to our Customer Success team. Someone will reach out to you soon to help get this sorted out.

    Have a great day,

    Heather

    Lightspeed
  • WestsideBicycleWestsideBicycle Member Posts: 2

    It’s ok. I have been told customer success will reach out 2 weeks ago, today in 10 minutes and a couple other times. They are not very successful.

  • HeatherHeather Administrator, Lightspeed Staff Posts: 100 moderator

    @WestsideBicycle

    Thanks for your additional feedback. I've passed this on to the team as it's not the experience we want for our customers.

    My colleague is looking at your file now and it shouldn't be too long before you get a call.

    Lightspeed
  • amylemoamylemo Member Posts: 5

    Honestly, I have had the same experience. I get hounded (its really bad) when there is something for Lightspeed to sell to me ...and then basically ignored when there is an issue after the sale.

    Example: when I signed up for loyalty, I had an issue with a function. I used the chat function to try to get help. I guy told me that Lightspeed Loyalty probably was not going to work out for me! I then called and spoke to a very nice lady who took a few minutes to research the issue. She found a solution!

    I really like Lightspeed POS. It is working great for my store. The customer service could use some major work though.

  • vinomarketvinomarket Member Posts: 1

    I've had an incredibly poor experience with Lightspeed! Once I signed up and paid which was very easy...The problems started. The uploads were very difficult as they always are with new POS data. But, they were helpful and dedicated. Once this was done, it really got bad. Was told in initial phone calls that all my current equipment was compatible and that I didn't need anything new. Great! It's one of the reasons I chose Lightspeed. But, wait... That really wasn't true. I had to buy new EVERYTHING!!! Scanners, Ipads, CC readers! They even state on the website that all of the models I had were compatible. But, only if you'd downloaded an earlier version of the app. I blame Apple as much as Lightspeed here. So, I bought new barcode scanners and Ipads. Then told CC readers were not proprietary to the gateway CC company and would need new ones! I specifically asked about this during initial sales calls. Another reason I chose Lightspeed. Now, fast forward...After several unsuccessful attempts to get a manager who could help, I finally got fed up... not a single conversation with anyone who could help in over A MONTH! Not one person could actually do anything and I was told EVERY time that there was not anyone available then that could help but they'd be in touch asap. The customer service reps were very friendly and polite but had zero say in anything other than basic questions. I even tried to get my CC company to refund the $2200 charge. Initially, they did. But, ultimately, "I signed a contract" so I'm screwed! Never mind that Lightspeed HAS NOT DELIVERED WHAT THEY PROMISED!!! Completely and utterly floored by how incompetently this company is run.

  • thislittlegallerythislittlegallery Member Posts: 2

    AT Vino Market, sadly I am experiencing the same issues. I am so incredibly frustrated. This is not what I expected from LightSpeed.

  • HeatherHeather Administrator, Lightspeed Staff Posts: 100 moderator

    Hi @thislittlegallery,

    I'm sorry to hear that you're feeling frustrated! I see that you have a one-on-one session with one of our Product Specialists tomorrow and I hope it goes well.

    Lightspeed
  • RetroRevRetroRev Member Posts: 10

    If you plan on staying with Lightspeed, get used to it. Ive been with them for a little over a year now and I'm still struggling with day one problems. Most of their customer service is poorly educated about the software in general. There's been many times they've told me I couldnt do someting that I knew for a fact could be done as I was doing it. Especially with the aylitics side of things. You're pretty much on your own there.

  • HeatherHeather Administrator, Lightspeed Staff Posts: 100 moderator

    Hi there @Unhappy_User1,

    I'm sorry to hear this and thank you for sharing your feedback.

    Could you please send me a DM? I'd like to learn more about your experience and see how we can help.

    Best,

    Heather

    Lightspeed
  • rryversrryvers Member Posts: 1

    customer service is not their strong point, and if you add in the on going fustration of working with their zebra printer software issues which are well known, I would stay away from this product!

  • gregaricangregarican Member Posts: 594 

    @rryvers I hear you. Although it's not really their Zebra printer software. It was Lightspeed's choice to implement the Zebra BrowserPrint middleware. If this piece was just removed then things would "just work." We have had countless cases where the middleware piece was disconnected, but we could print to the same Zebra printer via the same web browser.

    It would actually be simpler if Lightspeed just removed the middleware from the ticket printing operation. Let the client web browser select the printer the job goes to. You know, like every other web app does? That's the funny part. We have other backoffice apps that utilize Zebra printers. Same users, same enviornment. They all work this way, directly to the printer. Plus it's easier to have networked printers along these lines.

  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 235 moderator
    edited January 7

    Hey @rryvers and @gregarican !


    As a support rep, we guarantee we've heard and felt the burnt of this particular middleware and understand the frustrations it causes due to the ever-slipping certificates (caused by constant updates from Chrome/Firefox).


    We are actively working on a solution to this and have already started implementing the structures necessary to bypass that middleware. We just don't have an official timeline on when it'll come out as of yet.


    Keep holding on! We're in this together! <3

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    Cheers!


    Vanessa D.

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

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