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K
klpzmedia
January 29, 2020
Question

How do escalate an ongoing issue that customer service cannot address?

  • January 29, 2020
  • 1 reply
  • 4 views
No text available

1 reply

E
Emily M
January 29, 2020

Hey there, @klpzmedia.

 

This isn’t what I want to happen to anyone when reaching out to our Support Team. I want to ensure that your concerns are addressed and your issue is resolved. To make sure I can provide you with the best solution, may I ask what the ongoing issue is? You can provide detail information and screenshots below.  I strive to provide the best possible support.

 

I look forward to your reply. I hope you have a great afternoon.

K
klpzmediaAuthor
January 29, 2020

The app stopped sending me a copy of the invoice/attachment that it sends to my customer; and in some cases customers complained they did not receive theirs either.  This function worked for years, then stopped.  Customer service worked with me but could not figure it out.  They opened a ticket and said I would be notified when resolved.  Months later I called for status and was told the ticket was closed.  They opened another one early December.  Called today for status, was told the ticket would be upgraded to high, from low (which actually pissed me off) and that was all he could do. I asked to speak to supervisor and line went dead.  No call back   Went to online chat, they referred me to an 800 number which I will be calling next.

Gets sadder.  The chat guy gave me a number.  When you call it, the message says there is a new way – log in and go to help!   Then, the call back I scheduled I could not answer.  They leave me a number -[removed] - that when I call I get something like ‘this number cannot be accessed from your area.’  W -hen I call that number from a different area code, I get a company selling stuff to old folks.  

 

BettyJaneB
BettyJaneB
Level 9
January 30, 2020

I appreciate the details that you gave, @klpzmedia.

 

This isn't the kind of experience that I like you to have. I'm here to help and provide some troubleshooting steps to get this attachment issue working. 

 

Let's start by emailing the invoices your own email address to see if you're able to access the attachment. Make sure that the boxes for attachments are checked before sending. (Please the screenshot attached for reference)

Once the invoice sent, this is how it will look like when on the email received:

If the attachment isn't showing up, I recommend opening the email using a private window. This can help determine if the issue is browser-related. If it works fine, go back to your regular browser and clear its cache. The cache is stored for increased loading performance, but too much can accumulate and bog down processes that can prevent the attachments form showing up. I'm including an article that goes over this in more depth and provides steps for supported browsers: Delete or Disable Cache and Temporary Internet Files in Your Web Browser.

 

After that, you can now send the invoices again to your customers and have them perform the same browser troubleshooting that you did.

 

I'm also adding here a link about the types attachments that you can include on your customers or vendors transactions in QBO: Attachments in QuickBooks Online

 

Let me know how these steps work for you. I'll be right here to lend a helping hand if there's anything else you need. Take care!

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