[nwenzel]

Seems like both sides just needed to understand that there's a person at the other end of the email / support form. None of those emails really sounded like a person talking to another person. Imagine those notes as a transcript of an in person conversation rather than emails.

Sounds like Square can take care of their core business with decent competency, but as with many young companies, they may not have all the kinks worked out when something gets outside their normal decision tree.