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Level 1

Formal complaint

Does anyone know how to file a formal complaint? I’m at my wits end with spending hours in the phone with people and getting no help.

9 Comments
Level 12

Re: Formal complaint

Depends on your issues but many times the help from your peer users here on the forums is better than over the phone.

 

As far as complaints follow the prompts for "contact us"

Or go to bbb.com

Level 3

Re: Formal complaint

I am in the same position. I've just spent 3 hours in a session with zero help and then the support agent disconnected  the call.

 

this particular issues has taken around  10 hours so far. Zero closer to resolving it.

 

I just asked a 'chat' person for the email address to file a formal complaint. Guess what they don't have one.

QuickBooks Team

Re: Formal complaint

Greetings, @howardjennings.

 

First of all, I want to make sure that your initial issue has been resolved. If you could please provide me with some more details as to what you were experiencing, I would be happy to take a look and help get it taken care of.

 

In order to file a complaint, you would need to contact the phone number you reached out to and ask to speak with a supervisor. This will ensure that the feedback goes directly to someone in the department you were working with.

 

Also, I'd like to let you know that aside from contacting the Phone Support Team, there are various avenues to get assistance with QuickBooks. We have the Online Chat that you can reach out from Mondays to Fridays 6 AM to PM (PST) and you got me here in the Community. 

 

Thank you for your feedback, and please let me know if there is anything I can do to help.

Level 3

Re: Formal complaint

That doesn't work

 

I've already emailed the president of Intuit.

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Level 3

Re: Formal complaint

Apparently, Intuit does not have a 'Complaints Department', which is surprising as I'd have thought it would be very busy.

But I do have this email address [email address removed]

 

If we all email that, we might get some resolution.

Having said that, I've emailed them and got a reply pretty quickly, they said they'd call me at a certain time. Obviously they didn't. but at least they're consistent.

Level 1

Re: Formal complaint

After reading this topic, I am not feeling alone.   My problem is not fixed over 3 months.  

Did he make a response to you?

QuickBooks Team

Re: Formal complaint

Hello there, Kent Chig.

 

We don't like to see our customers inconvenienced. We're always trying to create a positive customer experience.

 

Regarding your issue, I will let someone reach out to you so it will be fixed. 

 

If you have other concerns, please let us know. We're just around. 

Level 1

Re: Formal complaint

I'd like to get some help as well. Have a case with webconnector issue that lingered on for 2 months. The senior manager from Level 2 support was supposed to call me but experienced several runarounds when I tried to follow-up after not receiving the call at the time it was promised. The case # is [removed]. The case notes is probably 20 pages long as we did so many things to try to resolve this issue unsuccessfully and then my laptop started crashing. 

Moderator

Re: Formal complaint

We'd want to make things right for you, AffinityDL.

 

I've already reached out to one of our Support Managers about the WebConnector issue that you've had. Rest assured that you'll be hearing from us the soonest.

 

We'll look into the matter about the promised call back and reach out to the agent's manager. Hence, we'll take the appropriate actions.

 

Please be on the look out for an email or phone call from us. Thank you.

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