Bad customer service

Hi, lstv. 

I'm here to help you with changing the admin rights for your QuickBooks Desktop. 

We aim to deliver customer satisfaction at all times. Besides, this isn't the kind of customer service I desire you to experience. Rest assured, our compliance team is already reviewing the request. Be on the lookout for an email from no_response@intuit.com for its status.

I know you've already called in. However, I'd still suggest getting in touch with our Customer Care team. This way, they can check your account securely and review the status of your request. 

Here's how:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.
4. Give a brief description of your issue, then select Let's talk, and then choose a way to connect. Phone support may be limited due to volume.

Check out our available hours of operation through this article: Support hours and types.

Let me also share these articles for additional guidance and future reference: 

• Change primary principal for Basic, Standard, and Enhanced Payroll 
• Understand why you need to update your account info for payroll 

I’m happy to offer assistance again if you have more questions about handling users in QuickBooks. I'd be here to extend a helping hand.

Thank you so much for your response! You mentioned QB On Line. I'm having this problem on the Desktop. On 7/14/21 the customer service tech I spoke with emailed me the form that needed to get filled out for the change of payroll admin. I emailed it back that day and still my big problem is not resolved. This went to QBO care support. I have emailed them twice and no response. I have been using QB for my clients for 12 years now and I don't see any improvement with customer care. I know my way around QB very well and usually figure out my problems on my own. This one I am at the mercy of people who try to help but either have no clue how to help or the people they are reaching out to ignore them. Why can't my issue be escalated? I need to speak with someone directly who knows how to fix this for me. I'll bet this is a 10 minute fix. Oh the hours I have wasted on this. FYI - today I was promised that someone would call me back TODAY - still waiting!

Thanks for letting me vent.

Why- because QB has the worst customer service I have ever seen in my life!  This company is supposed to be for small businesses but my Payroll and taxes has not been working for three months.  I get message saying the error is on QB end try again in a few minutes.  I have been billed for this despite it not working.

• I have called at least 5 times and racked up 2 hours on hold.
• I have chatted numerous times.  
• I have escalated to a supervisor several times
• I have escalated to engineering several times
• I have been told to file payroll taxes manually despite paying for payroll and tax services
• I have to re-explain my issue every time I call
• I have received many messages via email stating my problem is fixed.
• I have been hung up on many times
• I have never seen worse customer service in my lifeDon't walk run from this company!!!!

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@allison3601 wrote:

Why- because QB has the worst customer service I have ever seen in my life!  

• I have never seen worse customer service in my lifeDon't walk run from this company!!!!

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@allison3601 

Time to move on. You should migrate to another accounting app.

OMG- I feel you you!  I am still having this problem since July and i still cannot access payroll or payroll tax information.  No one can fix this issue and they keep closing my file so I always have to submit a new case.  When customer service gets IT on the line the have to text them back and forth while IT answers probably 100s of support agents at once.  Meanwhile i wait either on hold or chatting with the agent about the weather.  Still no payroll and the agents and IT cannot even pull up my account due to server error.  I cannot even cancel my account because that is not working either.  

I cant leave because no one can get into my account to cancel.  

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@allison3601 wrote:

I cant leave because no one can get into my account to cancel.  

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@allison3601 

Who is your Primary Admin? Your former accountant?

Hello allison3601!

We always want to help and fix any issues you may have. I understand that you need to access your payroll and tax data. I've escalated your posts and rest assured that one of our admins will reach out to your through a private message.

I also added these links for your reference in preparing your annual tax forms in QuickBooks Desktop Payroll:

• Year-end checklist for QuickBooks Desktop Payroll 
• Year-end checklist for QuickBooks Desktop Payroll Assisted 

Keep on posting here if you need more help with payroll. Take care!

Alex- this does not help at all!  I cannot even Access my payroll account nor can you IT people or your customer service people so all of your clever links do absolutely nothing for me.  This would not even  bother me as i am a normally chill person except it has been going on for over 3 months - this defies common sense.  Stop sending me useless solutions without reading my comments!  You all need to step it up!

I'm joining in to share additional help for your concern, Allison.

Not being able to get the support you need can be a deal breaker, most especially if you have other tasks. With this, we want to help resolve whatever issues you're getting. It is our main goal to ensure all our customers concerns are addressed. Please know that this forum is designed to answer General QuickBooks concerns.

As much as we would love to handle this issue here, we're unable to do so for security reasons. I know you already contacted them several times, but account-related concerns are handled by our customer service team. This is because they involve personal information which we can't share here in this public page.

If you have your old case number, from your previous call, you may present it to the live agent, so they can run through your call history. You can also request for a higher support or supervisor to handle the concern for you. I'll be providing the links for you to contact our Payroll Support below.

Depending on your payroll product, click the links below to chat with an expert.

• Do It Yourself
• Assisted

If you want to call us again, you can see our Payroll Phone number in the Intuit Desktop Payroll section of this Payroll Disclosure link: QuickBooks Payroll General Services Disclosures (QuickBooks Online and Desktop)

I want to make sure you're taken care of, please come back here anytime for additional updates. I'll be right here if you need other help.

JEN,

THIS IS A DEAL BREAKER THIS IS A BACKEND SERVER HTTP ERROR WHERE QUICKBOOKS ALSO CANNOT ACCESS MY PAYROLL OR TAX PORTIONS.  THIS DOES NOT STOP- THEM FROM BILLING ME THOUGH EVERY MONTH.  4 MONTHS OF COMPLAINTS 10-15 HOURS ON HOLD.  NUMEROUS TICKET NUMBERS.  NUMEROUS ESCALATIONS TO SUPERVISORS - YET NOTHING FIXED.  STILL NO ACCESS.

HOW MANY TIMES DO I HAVE TO ANSWER THE SAME QUESTIONS?  DO YOU GUYS WRITE THIS STUFF DOWN?