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EJ26
December 22, 2020
Question

Lack of service

  • December 22, 2020
  • 1 reply
  • 1 view

My QuickBooks crashed as a result of a Windows 10 upgrade.  Because of the corrupted file, data recovery was only able to restore it to Nov 3rd.  Fine, I can live with that.  BUT.... the payroll data was lost and I requested assistance on how to add the missing payrolls and run the current one without messing up the files sent to Intuit.  Had someone in support mess up the files on the 11th, this was someone who only knew the basic payroll steps and had to put me on hold to get help.  After 2 hours on the phone, and recreating the pre-existing payrolls according to the instructions given (btw, this did NOT fix any ytd amounts), then deleting all the work done, because the connection to send the files to Intuit did no work.  Finally ended up running the current payroll and generate manual checks, since direct deposit didn't work. 

Was promised a Level 3 Payroll support call to fix the issue on Monday Dec 14.  No call on the 14th. 

Tried via chat on Dec 15th to find out why, this took an hour, but was promised call back by 3 pm same day.  No call back. 

Called support Dec 16th, and had to explain everything again (this time I asked for the case# which nobody appeared to find necessary to share with me before) and was promised a call back within the hour. My call ended at 9.23am PST, and I am still waiting. 

This is ridiculous!  

1 reply

MarsStephanieL
MarsStephanieL
Level 6
December 22, 2020

Hi @EJ26.

 

I can see that your concern needs further data verification to get to the bottom of this.

 

I'd suggest reaching back to our Support Team. They have the tools to perform a screen share session and guide you back to retrieve the Year-to-Date Payroll data. Also, I'd suggest working with your accountant while connected to the support team. They will be able to identify the correct accounts needed to avoid getting errors or any discrepancies.

 

For more details about this topic, you can check out this article: Recreate a missing or voided direct deposit paycheck in QuickBooks Desktop Payroll.

 

I've added this reference when you're ready to make the year-end tasks with QuickBooks: QuickBooks Desktop Year End Prep and Resources.

 

You can always tag my name in the comment section if you have other questions. I'm here to back you up. Take care.

E
EJ26Author
December 22, 2020

The main issue is that I continue to waste time trying to get a solution, but do not receive the promised call back.  I could not wait any longer as I was falling further and further behind, and am almost complete with recreating all lost entries.  

This means that the connection to Intuit to complete the "Send to Intuit" step has NOT been fixed.

I have used many accounting programs, usually industry specific, over the past 35+ years and must say that QuickBooks is a very inflexible program with integrated presets that are not always helpful.  I never liked QuickBooks, and after working with it for the past 10 years, I cannot say I have learned to like the program.  

Now, having to deal with support that seems to take weeks to get, is another strike against this program.  I do not want to sit on the phone for hours on end again.  I just want the promised call back.  Case#[removed]

Rose-A
Rose-A
Level 10
December 22, 2020

Hi, EJ26.

 

I can see the need to get this resolved, I'm here to help and point you in the right direction.

 

We aim to provide you the best experience. This isn't the kind of impression we'd like you to have when contacting our phone support. I'd like to check this for you and get it taken care of myself.

 

However, as much as I would like to get this handled directly, the case number requires pulling up your account information, which I am unable to do in this public forum. Thus, I'm unable to call you back from this platform.

 

I know you've already called in but I'd still suggest getting in touch with our QuickBooks Support to have this re-investigated.  This way, they can securely access your account and resolve your payroll data issues. They are available from 6 AM - 6 PM PT (Monday - Friday) and 6 AM - 3 PM PT (Saturday).

 

Here's how to contact us:


1. Click the Help (?) icon.

2. Choose Contact Us.

3. Enter a  brief description of your situation in the What can we help you with? area, then click Let's talk.

4. You'll be presented with a few options for connecting with Intuit. Select Get a call.

 

I'll be sharing with you this article: Payroll 101. It contains more information about the different types of compensation as well as on what are the types of federal forms you need to file. Also, this will provide you a sample breakdown of a paycheck.

 

I'm just a few clicks away if there's anything else you need. I need to make sure this is resolved and you're back to running your normal business processing. Have a good one.

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