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Get your Payroll questions answered by a QuickBooks Product Manager here - https://intuit.me/31Nl3My
Jim Riley
Level 1

customer support and its importance

I am part of a small charity, Quickbooks was provided to us by a trustee who was an accountant for a large charity accountants. She left the board and the company. Since August 19, over many many calls, I have managed to get Master Admin control, but I cannot do everything I should be able to, it's just not working.

I cannot talk to a competent techie or supervisor, I have to go through call handlers, wasting mine and their time, they just do not have the skills or authority to get the job done. My case has been closed yet again without full resolution. I tried to escalate the issue two weeks ago, today I have been asked if I wish to escalate again, IT SHOULD HAVE HAPPENED TWO WEEKS AGO.

I have not received competent support for 6 months, poor call handlers do their best but obviously are not effectively supervised or supported. 

Dont get QB if you expect prompt and competent service.

6 REPLIES 6
Fiat Lux - ASIA
Level 15

customer support and its importance

If noone holds the Master Admin, who paid your subscription biils for months since last August? Claiming a Master Admin would take lots of time and effort. As another option, if anyone hold Company Admin, utilize this 3rd party tool to migrate your data between QBO accounts.

https://transactionpro.grsm.io/qbo

 

Once you are ready to proceed, open a new QBO account.

https://quickbooks.grsm.io/UK

 

Hope it helps.

Jim Riley
Level 1

customer support and its importance

I'm not going over it all again, check all the info on file. We want to pay, we want to control our account, we aren't avoiding our responsibility, we were left in the lurch by an accountant who provided our copy of quick books through a firm of charity accountants.

If all the info could be exported and imported into a new account that would be fine, I suggested that months back, was told its not possible, even with full admin control.

We need full access to our accounts for audit purposes etc. I need the speak to someone in a tech role but they all hide under their desks and I have to funnel all through call handlers who do their best with a poor system. Scuse my cynicism but I've documented at least 10 calls over 6 months, I can whistle your on hold tune.  Please pass on my message and phone number 07971 966601 to someone who can deal with the problem effectively. 

Fiat Lux - ASIA
Level 15

customer support and its importance


If all the info could be exported and imported into a new account that would be fine, I suggested that months back, was told its not possible, even with full admin control.

 

It is possible and we help some of our clients to reclaim their data with the migration tool. Keep in mind, it only works with QBO, not QBSE.

Jim Riley
Level 1

customer support and its importance

Thanks Fiat Lux, a sensible answer at last. I suggested this months back, was told its not possible. If only I could have been put in touch DIRECTLY with an experienced techie we could have moved on ages ago. You have an inefficient system, only having call handlers in contact with the public. Intuit needs to recognize when things aren't working and change the system. 

Jim Riley
Level 1

customer support and its importance

Further info, looks like we are qbo, can see it in the url when logged in. I have put you suggestion into the current email thread, I'll certainly bring it up If I get to talk to someone. 

Valy
Level 3

customer support and its importance