Has anyone else found QuickBooks Support to be beyond useless?

Hi AugIT, 

I'm so sorry to hear that you've had that experience. We would like to look into your cases to see what has happened so we can make improvements going forward.

Please could you private message me on here with your email address so I can look into this further for you? 

Thank you,

Georgia

I have the same issues as you.  Cancelling support tickets for no reason, provide inaccurate information or solution.   I have made complaints.  No reply nothing. 

They are getting rid of the payroll in the subscription and you have to purchase it as an add-on.  Overprice for the terrible service, definitely not for value.   This was the last straw. I am changing platform ASAP.  Good luck.

Migrated all the data over to Xero. The support is solid there and compatible with a lot of systems. Good place to start!

Hi PID, 

Thank you for reaching out. 

I am sorry to hear about your experience and how you feel about the price change. 

Would you mind sending me a message here and let me know the email address you used to log into QuickBooks? I am keen to look into the contact history and see how we can better support you with your inquiry. 

With the price change, we don’t take these price changes lightly as we know how important cash flow is to business owners. However, by charging separately for accounting and payroll, we can continue to invest in feature enhancements for both our accounting and payroll offerings to reduce your admin time and improve your efficiency. Recent updates include QuickBooks cash flow, receipt capture and JobKeeper 2.0 payroll updates. For a full list of updates, please view our product roadmap in the link below:

https://quickbooks.intuit.com/au/product-updates/

Quickbooks support used to be good back in the day.  Now they are worthless!!!!!!  All they do is transfer you to someone else and cannot answer a simple question.  All I wanted to know what the bank transfer fee and got sent to 4 different people.  Horrific

A year after having moved to Xero from QBO, couldn't be happier. Better support, better service and better system. I'd recommend you look at making the move as well.

And purchase a 3rd party conversion service if required.

Absolutely! It is impossible to get any resolution to issues. 4 weeks ago, I raised the issue of banking malfunctioning with my Quickbooks Online account. Since that time, I have had a rubbish response from the Quickbooks Support Team. I have decided to now crowd source possible solutions here and on my social media accounts.

The banking issues have been ongoing for over a month. None of the issues I have raised have ever been fixed. Worse still, the Quickbooks team refuses to let me know what is happening. I can only assume they have decided they cannot or will not fix the issues. 

I'm keen to hear from business owners who experienced similar issues, to hear what advice and solutions you have found, and which alternative software you have moved to.

Quickbooks Online (and hosted for that matter) have one of the worst platforms for support when things go wrong. Their generic responses or lack there of to questions and complaints only solidify the uncaring and unsupported approach to customers.

The bank link system is extremely poor, regardless of what bank you're with. When it stops working, you're out of luck. You'll find that anytime bank feeds are involved, the 'support' goes quiet real quick.

It's been over a year and a half since migrating to Xero and I'm happy to say it was the best move I made. Bank feeds have never been an issue, reconciliation is clear and easy to manage for varying skill levels in bookkeeping and, personally, the support for third party apps for things like direct debit and linking to inventory system has been great.

Even making the effort on replying to thread this old should be confirmation enough for most when I say, save yourself the headache in the long-term, switch to a new accounting system.

It is a relief to hear other people have had such a terrible experience of so-called customer support on Quickbooks Online. It reminds me of trying to get a response from state-run utility companies in the 1970s, simply dreadful and non-responsive. I don't actually understand how Quickbooks is still in business. 

I had a very similar response to my posts about them on social media, so this is everything I need to hear! I'm out!

They are still comfortable with the quality of their support team in all regions including US and UK. Otherwise they have improved in quality since years ago. Unfortunately their competitors face the same dilemma and it's become a common practice in the industry.

In both mine and my clients experiences, the support that is offered is almost non-existent. For the almost 2 year period since moving to a new platform, the experience has not been the same. I've been supported and had at least reasonable communication when required from Xero. This has been the same with other clients moving to other companies like MYOB as well. I don't think that end users have the expectation for perfect service, but at the very least and adequate level that allows a business to operate. Which currently is not the case. I can't really agree that it is the same to that low of a level of performance across the industry.

If they're comfortable with that level of service and support, then that is just reenforcing the need to distance your business away from Quickbooks.

It seems astonishing end users can be left for 4 weeks without a functioning product. Worse still, they do not communicate about the issues, and don't respond to emails. I resorted to writing a formal complaint to the Customer Service Team, and even that hasn't received any acknowledgement. I work in a Business School, and I actually can't think of any other company I deal with that treats customers in this way.

Hi AugIT,

Thanks for sharing your story and apologies to hear what you've gone through. I understand your time is valuable and appreciate the time you've spent. I'll definitely add this to our reports and let our team know as it's our aim to meet our customer's needs and to have the best experience possible when using QuickBooks Online.

Message us back if you have more questions. We're always here to listen and help you in anyway we can.

@AugIT 

I've been supported and had at least reasonable communication when required from Xero. This has been the same with other clients moving to other companies like MYOB as well. I don't think that end users have the expectation for perfect service, but at the very least and adequate level that allows a business to operate.

I learned Xero has a stronger presence in the SEA and ANZ markets. They definitely have an edge over Intuit in this area. But the fact is they can't get Intuit out of the region and even Reckon (former Intuit alliance) is still there. We have helped clients convert data from Xero/MYOB/Reckon to QBO or vice versa. Any insight on this?