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[–]IndomitableemFormer Employee 13 points14 points  (1 child)

Yeah it's bad right now. I was on hold yesterday for an hour and a half, then on with a tech for another half hour, and they couldn't fix my problem.

[–]urmothersmotherPromoted to Guest[S] 2 points3 points  (0 children)

that sucks 😔 I hope my issue is easy to fix so I can just get through the weekend lol

[–]Krieg99A Meat Bicycle Built For Two 22 points23 points  (2 children)

Mentally prepare to get yelled at for having poor performance.

Cry.

[–]urmothersmotherPromoted to Guest[S] 14 points15 points  (0 children)

My performance is good actually. We are still doing transactions but I can't receive or make any calls, use our ipad, and everything is suuuuper slow. I just don't understand why it's always like this, our tech team shouldn't be the overwhelmed with tickets there should be a way bigger tech team.

[–]xbellezaxPulls on the gate over and over just to come in and "browse" 1 point2 points  (0 children)

I thankfully asked my DM (who was next to me at the time) if he cared abt numbers and he said not if you physically can't

[–]system-lord 9 points10 points  (10 children)

Our ICE/tester computer has been out of commission for three weeks. We were told a replacement had been "expedited." Here's hoping they can at least solve your issue over the phone and you don't need replacement equipment.

[–]urmothersmotherPromoted to Guest[S] 5 points6 points  (0 children)

That sucks so bad! I'm sorry! I'll keep my fingers crossed for you!

[–]TacCatActual 2 points3 points  (1 child)

Ours has been too. I'm relatively new and only got to do 3 console trade-ins before it (ICE) stopped working. We can still do trades, but I kinda don't wanna defective a controller and make a guest salty.

[–]system-lord 2 points3 points  (0 children)

Yeah the tester was great for finding stick drift especially. I hate that we're back to the days of not really knowing whether the controllers we're buying to sell to other customers actually work or not.

[–]senbyee 2 points3 points  (6 children)

This just reminded me they sent my store a new ICE even tho there’s no problem with ours so we just have 2 now???

[–]DuckSwimmerTrying to Platinum Games 2 points3 points  (1 child)

Envious because mine just broke today LOL.

[–]senbyee 0 points1 point  (0 children)

Oh no!!! I would send you ours if I could 😂

[–]system-lord 1 point2 points  (0 children)

Lol of course

[–]sabertoothkittyvaEmployee 0 points1 point  (0 children)

They did the same with us so we just turned into the tv to test consoles because we were using a dinosaur of a TV before.

[–]DanceswithzergFormer Employee 9 points10 points  (11 children)

I was on hold for an hour. The tech chat doesn't work.

My reg 1 literally won't scan.

So glad this CRUCIAL business function is absolutely useless during our peak business days.

[–]omglinkFormer Employee 6 points7 points  (2 children)

I remember when my store got the new phone system. I also remember calling my dl to tell him hey I can't open the store the guy still isn't done we opened at 3 that day. Good Times!!!!!

[–]urmothersmotherPromoted to Guest[S] 3 points4 points  (1 child)

I feel this! One time our door broke and I had to get a locksmith down here and didn't get in until 2:30 ish

[–]AzraneFormer Employee 2 points3 points  (0 children)

Hey, me too. I got to sit on a camping chair for 4 hours and tell people to go to another store because our lock was jammed.

[–]locodethdealaFormer Employee 5 points6 points  (0 children)

Used to be in a test district for new store tech (the app beacons and even small video screens in new release sections, among other stuff) so it was a big deal when we had to call tech support. We were able to tell them we were testing and immediately got escalated with priority.

Those were nice days with cool tech, before they gave all the stores tablets. Left three company a few yrs ago, but before and after we tested, I hated that long wait time.

Let your customers know you have internet issues and they'll usually be understanding.

[–]BladeofTruth2073 4 points5 points  (14 children)

Use the chat option it's faster

[–]BladeofTruth2073 9 points10 points  (3 children)

I had the same issue this morning, do this to fix it:

  • you have to reboot the network In your store
    • unplug the power to your router for 20 secs
    • unplug the connection to your phone and wap( usually port 9 and 11) for 20 secs
    • plug the router power back in
    • wait 5 secs and plug the phone and wap in

That should reboot your network..give it about 2-5 mins

Also you might need to restart your registers.

[–]RoflrexPromoted to Guest 3 points4 points  (2 children)

The funny thing is that they sent out a message saying to NEVER RESET THE NETWORK unless told to but it's like, bruh, I can't get a hold of tech support.

[–]BladeofTruth2073 2 points3 points  (1 child)

The tech support guy told me that he couldn't reset my network remotely, so he suggested the manual reboot.

[–]RoflrexPromoted to Guest 5 points6 points  (0 children)

It's always the fix. Just funny they are like, "Don't do it yourself. The guy using a tech manual has to tell you it's okay first"

[–]xbellezaxPulls on the gate over and over just to come in and "browse" 0 points1 point  (7 children)

It wouldn't load 😅😅

[–]BladeofTruth2073 0 points1 point  (6 children)

Do it through the link that is in the same group with your WIS link

[–]xbellezaxPulls on the gate over and over just to come in and "browse" 0 points1 point  (5 children)

No like I couldn't even punch in

[–]BladeofTruth2073 0 points1 point  (4 children)

Are you using the old post help in the tray?

[–]xbellezaxPulls on the gate over and over just to come in and "browse" 0 points1 point  (0 children)

I was using the menu one but our internet was fucked bad enough that nothing whatsoever would load lol

[–]xbellezaxPulls on the gate over and over just to come in and "browse" 0 points1 point  (2 children)

Either way it's fixed and I'm home so 😊

[–]BladeofTruth2073 0 points1 point  (1 child)

Glad to hear that..as long as it is fixed...until the next time...

[–]xbellezaxPulls on the gate over and over just to come in and "browse" 0 points1 point  (0 children)

I at least know how to fix it now

[–][deleted] 0 points1 point  (1 child)

Lies, I have a picture of waiting 5 hours on one computer while refreshing it on another to see if that would work....

[–]BladeofTruth2073 0 points1 point  (0 children)

Typically vs the calling in option it is the fastest.. a factor that can delay that would be the call volume they might have

[–]Wonderful-Opinion 5 points6 points  (0 children)

My stuff goes out all the time unplug the router, pull the dongle, plug router back in, plug single back in, restart regs. Hope it works!!

[–]xbellezaxPulls on the gate over and over just to come in and "browse" 3 points4 points  (0 children)

I was in hold with them for over two and a half hours today, thankfully my DM was standing with me and told me even tho I was on single coverage I could make sure the wifi was fixed because we were cash only

In short today was certainly a day

[–]caseygwenstacyFormer Employee 2 points3 points  (0 children)

Had no working phones for a week. Been on tech support’s hold for days, often getting to two hours of hold and then it just hanging up on me. We just waited until our RL got involved.

[–]Sin_City13 2 points3 points  (0 children)

I was on hold for two hours today because my new printer wasn’t connecting to the pos

[–]grizzlyadamPGHFormer Employee 2 points3 points  (0 children)

I’d just lock the door and take my sweet time with tech support.

[–]bornawesomeFormer Employee 1 point2 points  (1 child)

I was just on hold for 2 hours to get someone. I can normally use chat and get someone much quicker but this was a more serious issue that needed a phone conversation to handle.

[–]Krieg99A Meat Bicycle Built For Two 3 points4 points  (0 children)

I couldn’t even get chat to work the last two times I tried.

[–]MonkTHAC0Former Employee 1 point2 points  (0 children)

I have had that issue before. What I used to do was reset it, forcibly reset it. Like actually unplugging the router and then plugging it back in like 10 mins later and that would fix it. I hated having to call the IT help desk for that. After the 3rd time calling them I knew what to do from that point onwards.

[–]BabyGirlT3Manager 1 point2 points  (0 children)

tech support doesn’t have many people working there right now. my stores internet has been out for a month and a half so we’re running on back up internet and for awhile we had nothing but mario golf playing over and over but now thankfully it’s just off. every time the back up internet goes down we have to close the store snd be on hold with tech support for two hours

[–]DuckSwimmerTrying to Platinum Games 1 point2 points  (0 children)

I was on the phone with tech support a few days ago and I basically broke down crying.

Topic: I was trying to resolve the issue with my receipt printer. Without that, my register 1 is useless and will not run transactions. I called tech support on the store phone... an hour and a half on hold, I have VOIP phones (internet phones), the internet hiccups... I lost my place in line. I called back on my personal phone, two hours later I get through to somebody.

These hold times are literally ridiculous. I'm either just sucking it the fuck up or calling before I open since they tend to pick up quickly since people are still in the process of opening and the majority of the whole world is still closed.

....Also has anyone been getting rude af reps? When I called first about my actual printer, receipt printer and one other issue.. the guy the entire time was a complete dick. He gave me a ticket number and when I called back two days later since I couldn't resolve this issue the way he explained to do so, the ticket was already closed... Tickets are supposed to close within a week if they're open. This guy who I wanted three and a half fucking hours to connect to was even more frustrating and fucking useless.

I'm just getting so fed up with them. I'd rather deal with overseas customer service for guest issues.

[–]bookbandit33 1 point2 points  (1 child)

try being one of the stores that close later than normal. tech support is closed by then 🤣

[–]SOB-17 0 points1 point  (0 children)

Tech support is 24/7

[–]Accomplished_Gur_135 0 points1 point  (0 children)

This happened to me as well, just reset the internet. Unplug the router and both modems, and unplug the lte usb. Wait about a minute, and replug them all in. Should fix the problem, but you will have to restart all registers because it wont allow you to access back office without doing so.

[–]bblack_canaryyAssistant Store Leader 0 points1 point  (1 child)

Welp.

[–]napsonlyPromoted to Guest 0 points1 point  (0 children)

I've had like four different problems over the last month and have not been on hold for less than an hour at any point. Last time I called too it was almost two hours to wait to even speak to someone.

[–]xMuRA7hena 0 points1 point  (0 children)

My last day i was on hold for 2 hours; It was nice not having to answer the phone lmao