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John C
QuickBooks Team

How do I make a complaint about Quickbooks support?

Hi eMagine Solutions

 

Are you using a UK or UAE product and what is the issue you are experiencing?

eMagine Solutions
Level 3

How do I make a complaint about Quickbooks support?

UAE, no phone support, when we send emails we do not get a response 

Becky29
QuickBooks Team

How do I make a complaint about Quickbooks support?

To make a formal complaint regarding UAE support you will need to go to the help icon in the product and use the email facility to escalate the formal complaint. This will then get picked up straight away by a agent who supports the UAE product.

I can see that you have advised that you have been sending emails, can you confirm how you have been sending the emails? Thanks.

eMagine Solutions
Level 3

How do I make a complaint about Quickbooks support?

I done that, they email you but don't respond, do you have telephone support/ shared screen as you have in the UK product?

Ashleigh1
QuickBooks Team

How do I make a complaint about Quickbooks support?

Hello Emagine Solutions, 

 

There is no telephone support/shared screen like the UK product, there is just the email. 

brianchurilla
Level 2

How do I make a complaint about Quickbooks support?

THEY CANT FIX ANYTHING IM IN ON THE CLASS ACTION LAW SUIT!!! 

brianchurilla
Level 2

How do I make a complaint about Quickbooks support?

WHAT IS THE PHONE NUMBER TO MAKE A FORMAL COMPLAIN?

MaryJoyD
QuickBooks Team

How do I make a complaint about Quickbooks support?

Please know that helping you is our top priority, @brianchurilla

 

Your feedback helps us to ensure we're able to assist our customers properly in a manner that your experience is marked as outstanding.

 

Can you tell us more about the issue you're having? We'll do our best to answer them for you. 

 

You can reach our Customer Support by arranging a callback. You can do it by going to the Help icon at the top right of your QuickBooks Online (QBO) account.

 

Follow the steps below: 

  1. Go to the Help icon to connect to a live support agent. 
  2. Click on the Contact Us button and provide some details about the issue you're having.
  3. After adding some insight, click on the Let's talk button. 
  4. Lastly, select the Get a callback or Start a chat button. 

See this article for detailed guidance: Contact the QuickBooks Online Customer Support team

 

Let us know if there's anything that you need. We're always glad to help in any way we can. 

eMagine Solutions
Level 3

How do I make a complaint about Quickbooks support?

Wow I am sorry to hear that, the support is a bit hit and miss, in the UK it seems to be good but in the UAE we are left to own devices, it is a shame that a company cannot have a consistent support service. 

eMagine Solutions
Level 3

How do I make a complaint about Quickbooks support?

Dear Ashleigh, 

 

Do you think it is right to charge the same as the product in the UK but not offer the same level of service, surely that is not right?

Ashleigh1
QuickBooks Team

How do I make a complaint about Quickbooks support?

Hello eMagine Solutions, 

 

We're constantly looking to improve our product and service no matter where you are in the world. We've taken your feedback on-board relating to support in regions such as UAE and will share it with our colleagues working in those areas.

GLewis19
Level 1

How do I make a complaint about Quickbooks support?

I just called to speak to a customer service rep for assistance on installing a business app to integrate my payment from paypal and stripe.  Her response was, I'm sorry this is Quickbooks not PayPal.  I proceeded to explain that i want to talk to her, a rep from Quickbooks. It's a quickbooks feature. Then I asked her if she had heard of PayPal before, she said she had not.  I explained that it was one of the most popular payment systems and there is a quickbook business app to install it.  She started getting snarky with me from there. She refused to give me her name or the case number ... want to report her please advise. 

RCV
QuickBooks Team
QuickBooks Team

How do I make a complaint about Quickbooks support?

We are always aiming to make our customers feel valued, GLewis19.

 

I appreciate the time and effort you've spent with one of our support agents. I'll personally share your feedback with our Customer Support Team regarding this one. We'll be able to take action on improving our customer service.

 

QuickBooks Online (QBO) connects to hundreds of different applications. Just go to our App Center to see if you can integrate Stripe to receive online payments from customers.

 

In case it's not supported, look for other third-party apps that can connect with QBO to integrate the payments from Stripe.

 

To access the App Center:

 

  1. Click Apps on the left panel of your QBO account.
  2. Type Stripe on the Search for an app box.
  3. You can also select the Browse Category button for a more specific search.

 

On the other hand, e-invoicing in QBO accepts card and bank transfer with PayPal. To get paid using PayPal, just refer to Steps to get paid using PayPal and QuickBooks article. 

 

To process your request about your experience, I'd suggest contacting our Customer Support Team. They'll pull up your account in a secure environment and help you with this one. 

 

Here's how:

 

  1. Go to the Help on the top menu.
  2. Click Contact Us.
  3. Type in your concern in the What can we help you with? field,
  4. Tap the Let's talk button.
  5. In the Choose a way to connect with us section, select to Get a callback.
  6. Enter your information to successfully get a call from us.

Our customer support hours are Mondays to Fridays every 6:00 AM to 6:00 PM PST. Then, 6:00 AM to 3:00 PM every Saturday. For the Advanced version of QuickBooks, you can contact them any time and any day.

 

I have a link here where you can find articles about managing your business in QBO: https://quickbooks.intuit.com/learn-support/help-articles/misc/03/help-articles-uk?label=QuickBooks%....

 

Keep me posted if you need a hand with running your payment reports or any QBO related. I'm determined to ensure your success. Keep safe always.

Karim3
Level 1

How do I make a complaint about Quickbooks support?

Hello Georgia, 

 

I have been trying to reach anyone at the customer support team but to no avail. 

 

Here is the issue. I am trying to cancel my subscription. 

 

1) The website has an issue so I am unable to cancel via the website. 

 

2) I am trying to contact customer support via the help icon on the website, it asks me to input my number for a call back, but it will not accept my Egyptian number 

 

3) I am trying to chat with a representative, but the website always logs me out for security before I can communicate with a representative 

 

4) I am sending an email to global customer support explaining these circumstance, but they reply to me that I should get in touch with the US support and close my ticket. 

 

This is very customer support and very frustrating. They wont even read my emails to understand the case. I am unable to contact the customer support in the US in any shape or form 

 

This needs to be escalated to the top management immediately. I have tens of emails from this Lady called Rea closing my cases with the same copy paste messages, refusing to take ownership or helping me to find a solution 

 

I will never use quickbooks again! I have never seen such poor customer service in my life!

Karim3
Level 1

How do I make a complaint about Quickbooks support?

Hello, 

 

I have been trying to reach anyone at the customer support team but to no avail. 

 

Here is the issue. I am trying to cancel my subscription. 

 

1) The website has an issue so I am unable to cancel via the website. 

 

2) I am trying to contact customer support via the help icon on the website, it asks me to input my number for a call back, but it will not accept my Egyptian number 

 

3) I am trying to chat with a representative, but the website always logs me out for security before I can communicate with a representative 

 

4) I am sending an email to global customer support explaining these circumstance, but they reply to me that I should get in touch with the US support and close my ticket. 

 

This is very customer support and very frustrating. They wont even read my emails to understand the case. I am unable to contact the customer support in the US in any shape or form 

 

This needs to be escalated to the top management immediately. I have tens of emails from this Lady called Rea closing my cases with the same copy paste messages, refusing to take ownership or helping me to find a solution 

 

I will never use quickbooks again! I have never seen such poor customer service in my life!

MaryLurleenM
Moderator

How do I make a complaint about Quickbooks support?

We don't want you to feel that way, Karim3.

 

You'll hear from us soon.

 

Please know that you're one of our valuable customer. You can reply on this thread if you need anything else.

eMagine Solutions
Level 3

How do I make a complaint about Quickbooks support?

Shouldn't all support be the same no matter where you are based, it feels a bit discriminatory to those in other countries?

lauriew1
Level 1

How do I make a complaint about Quickbooks support?

ID 9130 3474 2202 2616

I want to complain about the totally inadequate support available to sort out what should really be a simple daily sales issue. I have tried very hard to sort this out myself but your help under 'record your total daily sales' is not only out of date but totally inadequate in its explanation of whether to select VAT of 20% on cash or card payments (and it doesnt even mention how to record direct (BACS) payments for sales.

Not only that but the 'how your end of day sales receipt should look like' at bottom of step 5 is blatantly incorrect as it hasnt been zeroed because the sum inclusive of VAT should be £1177.20  NOT £1080 as you show.  NOT VERY HELPFUL

There is no talk through help or video for setting up DAILY SALES which really must be such a common occurrence! Unbelievable.

I had a 2 hour talk under case [removed] with Adam last week and thought my problem was sorted but now I am sure I was given wrong info about the application of VAT on the Daily Sales sheet for money received ie cash cards and direct to bank payments. When I try to deposit card payments I cannot match the money received into my bank against Daily sales because the Daily sales figure has had VAT taken off.

 

I think the correct setting under products and services for cheque , card cash should possibly be VAT at ZERO (which is what it actually what it shows on the example sales receipt under step 5) Please can you tell me whether that is correct?

 

These are pretty basic input figures which should be properly explained in an up to date  guide using the latest version relevant to UK.

I am pretty upset with most of the help afforded me so far (although ADAM was very helpful in some areas and pleasant too) but I do think he gave me incorrect info ref VAT application, but perhaps I should have been talking to the VAT help.

This morning I got through to VAT help after a 20 minute hold but then promptly lost communication and the phone was put down on me. I have now been waiting for 2 hours on the phone to get through. 1450 Wed afternoon. Not great service really! I am seriously considering going back to XERO where I had a trial account.

please email address shown in my account

Daniel12m
Level 3

How do I make a complaint about Quickbooks support?

Hi,

 

I also need to make a complaint as I need to get my issues sorted.

 

I have 3 tickets pending with customer care but it’s taking too long to resolve. It takes nearly a day just to get a response from them and if you have another question it will take another 24 hours for a response.

 

My issue are going on for some time now.

 

is there any way of contacting somebody other than a robot to deal with my queries?

 

Regards,

 

Daniel

Charies_M
Moderator

How do I make a complaint about Quickbooks support?

Thanks for bringing this to our attention, Daniel12m.

 

I understand the frustration of not receiving any updates or resolution to your concern. We are taking this matter seriously, and I'm determined to help you out.

 

Would you mind telling me more about the issue you're having so I can personally check on this for you?

 

Please feel free to reply to this thread if you have any additional information that you think will help us to assist you.

 

I'll be on the look out of your response as I want to make sure this is taken care of. Keep safe and have a good one.

popeyeoct
Level 1

How do I make a complaint about Quickbooks support?

I have spent three months now with ongoing issues and have found no mechanism for a formal complaint.

 

The product is just not working for me. the support people are willing and helpful, but frankly useless. I have been unable to find a contact email or snailmail address to write to to complain.

 

The initial migration was a mess from start to finish. I am getting duplicates and missed entries every month, the screen refresh is poor so that it hides information, the mobile app is unreliable.

 

I have been the last 7 days without a bank feed and the best they can say is "wait another 24-48 hours. We're working on it."

 

latest chat about making a complaint came back with this - "I am afraid to tell you that we don't have any email address that we can provide since it's non existent. Our process for complaints is either I pass this chat to a supervisor or I can send you an email and have a supervisor reply to it."

 

 

John C
QuickBooks Team

How do I make a complaint about Quickbooks support?

Hi popeyeoct

 

If you have an existing/open case you can reply to any emails that have you have received from it and put your complaint in writing informing the agent that you wish the complaint to be raised to a manager. 

If you do not have an ongoing case then please let us know and we will create a case, email you from it and you can then reply to the email putting your complaint in writing and we will pass this on to a manager to deal with accordingly. 

Daniel12m
Level 3

How do I make a complaint about Quickbooks support?

Hi,

 
I have 1 case pending.

I have upgraded to Plus package and was told I could continue to avail of 90% discount for the remaining of my 6 months. However I have been charged 100%. The QuickBooks team have now said that I can get 50% for 3 months. How can they tell you that if you upgrade you will continue to get 90% discounts, and then when you upgrade they tell you your not entitled????
AlcaeusF
Moderator

How do I make a complaint about Quickbooks support?

I appreciate you for sharing more details about the issue here in the Community, @Daniel12m.

 

We want to be the one who will help you with your billing concern in QuickBooks Online. However, we only have limited resources in this public forum, and checking an account is unavailable.

 

Ideally, the offers showing on our website have requirements and are available for a limited time only. Since you already contacted our QuickBooks Support Team, it would be best to get in touch with them again.

 

One of them will be able to review the open ticket and perform the necessary actions needed. In case you need the steps, here's how you can reach them:

 

  1. In your company, go the Help icon to choose Contact Us.
  2. Type the issue/topic under the What can we help you with section and then hit the Let’s talk button.
  3. Choose the necessary option.

Meanwhile, I've attached some articles you can use to manage your billing, as well as how to upgrade a subscription:

 

Let me know in the comment section below if you have any other questions. Have a great day ahead.

popeyeoct
Level 1

How do I make a complaint about Quickbooks support?

Thanks for the repsonse. Still no bank feed. 10 days now and repeated attempts with the support people who keep promising it'll be fixed.... "just give it a couple of days" ... is the generic advice.

End of tax year, Covid-19, customers going bust left right and centre and i NEED to keep on top of the accounts, but i can't.

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