Reliability of Verifone p400plus (TMS)

Hi Henry - you're not alone, we've experienced similar issues sporadically since our launch. We have a fleet of 15 terminals, and I think we've had to do a return process 2 or 3 times since launching a year ago (usually several months apart and just one terminal at a time, so it never reaches a fever pitch). The symptoms you describe are similar to what we've seen - the terminal seems to be okay, but either stops recognizing the wifi networks in our building as options to connect to, and/or the admin menu begins to lag terribly (needing to wait 30-90 seconds for screens to load, if they ever load at all). In some cases switching to a hardwired Ethernet connection seems to temporarily solve the problem, but the issues still seem to crop up eventually (we've recently had one wired terminal give us a perpetual spinning wheel when trying to save a card for later use, instead of the 1-2 seconds it should take). We haven't had any get so bad that they fully fail to boot, at least not yet.

I will say that Tessitura support has been great with navigating the replacement process. In one case we recorded a video of a terminal properly working and recognizing our wifi networks, side by side with the terminal giving us network issues, which I imagine was helpful for them to pass on to Adyen to truly demonstrate the problem and speed things up as far as getting a new terminal shipped out.

We have been on TMS for almost 2 years and have about 10-15 P400. We have had to return 2 I believe (at the same time!). We quickly received a replacements. Both devices may have been "bricked" when applying an update. We were vey happy with the quick turn around of receiving replacements. Support should help you fairly quickly. Good Luck. 

Hi Henry - We have had similar issues as well. We've had to replace three terminals in under 2 years for the same reasons. Recently we had two AC power cords stop working and had to purchase replacements. I agree with everyone else that Tessitura has been great to work with in facilitating the returns and we received replacements very quickly. I reached out to Tessitura support about replacing the power cords and they facilitated that through Adyen as well. The replacements were cheaper than what I found online. It is somewhat frustrating that the P400's seem to "break" this easily.

Thanks Evan for the hint about recording the boot up.  Thanks to everyone else for the insights.  Mainly I'm worried that this was some kind of trend with recent updates.  It's of greatest concern at our Museum front desk of course, we have kindof used up our spares so we need that turnaround.

Hi Henry,

We also had something similar here in Pittsburgh. Tagging Katie Springer because she is our device guru and can provide more information!

Best, 

Katina 

Henry Kelly Yes - the refusal to wifi issue hit us pretty early when we went live, we had to replace 3 devices in quick succession (and with a fleet of 130 across the district, I was very panicky). Total, we've had to replace 6 since May 2023, so it didn't snowball the way I initially was afraid it would. The replacement process has been very efficient. That said, I do have 2 that I need to troubleshoot that both got reported yesterday. One can't get past the start-up screen and the other is insisting it needs a house number to take a credit card.....a first check this morning is showing it on an earlier software version than our others, but when I try to update it, it says it's already up to date. Happy to update here the outcome of these devices. I definitely recommend purchasing 1 or 2 more than you need so that you can keep people working. We didn't actually purchase extra, but with churn and other changes that have happened, we basically lucked out that when devices started failing, I had some unused devices to sub in.