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Join nowOver 3 hours on the phone with "customer service" for merchant services over a fee that they charged for a service we never signed up for. Seems like this would be a simple fix, right? Wrong.
It's an absolute nightmare. They're all working from home, which makes it impossible for them to communicate with one another and get any kind of help. The first agent had a loud gathering happening in her home while trying to talk to me, and when she couldn't figure out how to fix the issue, hung up on me.
The second agent was very nice but also clearly not empowered or trusted by Intuit to do anything other than repeat stock phrases that do nothing to build customer confidence. I asked for a supervisor finally, and was repeatedly told they were "in a meeting" and would not be able to speak to me.
I refused to accept this and finally spoke to a supervisor who was no different than the other agents when it came to the ability to help.
She has to forward the info to the "Risk Mgmt" team, so they can "look into it" but she can't guarantee they will refund our money.
Is INTUIT serious with this garbage?? This is the level of quality your customers deserve?
Folks, DO NOT sign up for Quick Books payments. They are 100% not equipped or qualified to have any kind of access to your business banking accounts. Stay far away.
Intuit is a big company. They used to have great support. Then it was good. Then it was OK. Then it was sort of bad. Then it became rather terrible, which is where we are today (just look at some of the answers Intuit reps offer here!).
Intuit's support is exactly the way they want it to be. If they wanted it to be better, it would be better.
You are not alone in your disgust for Intuit's poor (I'm being generous) customer service. @BigRedConsulting makes a great point - if they wanted it to be better it would be better. It's clear that no one at Intuit, who has decision-making ability, has been to this forum or spent any time calling merchant services, calling the general help number, or trying live chat. If they did, they would be embarrassed by the utter lack of competence and service offered to their customers. When QB Desktop was priced at a one-time $299 and you could use it for many years, I could give them a pass. But, with the current subscription-based prices, the lack of competent support is inexcusable IMO.
I too have mostly had a negative experience with their customer service which is ever getting worse. We are small to mid-size NPO and if I could find an alternate solution to Intuit which meets our needs we'd be gone. The CEO and directors of this company should be ashamed of where they've allowed it to get! I could easily turn this company around in 60-days or less. They don't care to fix it or they would have.....and they still are getting their stock options and other bonuses. Why change!
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