Why Quickbooks support is so bad

Hi there, @five0clcok.

I appreciate you for sharing your concern with us. Let me share some information about our support hours and how to get your bank transactions into your check register.

I know you've spent a lot of time contacting our support and how inconvenient could it be to keep on hold many times. Our support team is mostly available during weekdays from 6:00 AM to 6:00 PM. They can also cater to customers during the weekend but only Saturday starting from 6:00 AM until 3:00 PM. Only the Community team reaches 24 hours of support.

We always value customers who are keen to give us their feedback. I’ll be sure to pass on what you have shared on this page to our managerial team. This way, they can come up with the appropriate course of action to improve customer service.

Regarding your concern, you’ll need to review your downloaded transactions first so you can start categorizing, matching, and adding them. Just make sure to double-check each of them to avoid discrepancies during reconciliation. Once you’re done, these transactions will automatically fall or be displayed under your checking register. Here are the steps to view the events in your checking ledger:

1. Go to the Banking menu.
2. Click Bank Feeds then Bank Feeds Center.
   
3. Select your Checking account under Bank Accounts.
4. Press Transaction List.
   

Here’s a future guide about reconciling accounts in QuickBooks desktop. This helps everything matches and ensure accounts are balanced.

Please know that the Community is here all the time to ensure your success. Just leave us a message, and we’ll get back to you as soon as we can.

I am not sure why but that is not the screen I am seeing.  Attached is my bank feeds screen and you will noticed I have 571 transaction ready for review.  And if you look at the one transaction that I circled, you can see the Date, Payee, Memo, and amount are all downloaded.  But when I add that transaction to the register only the amount gets copied.  I have no clue what that transaction is for or who it is from.  So I have to go to my banks website and find that transaction and type everything in manually - for 571 transactions!  With Quicken I hit one button and everything got downloaded on all accounts and automatically downloaded into the check register.  I find it real hard to believe to balance an account in QB takes about 3 months.  I am now working on almost day 5 trying to get an answer.  When they can't figure it out they either hang-up on me or put me on hold.  Yesterday I was on hold for 20 hours(see pic 3)!  When I finally thought about bashing  QB on Facebook, I instantly got a FB message from intuit asking me what the problem was.  After about 5 hours of going back and forth, they told me the software was not designed to download direct connect from my bank.  I almost jumped through the keyboard.  How can QB support be so bad?

Sorry Duplicate post

sorry duplicate post 

I appreciate your time getting back here, five0clcok.

This is not the experience we want to give to our customers. I would feel the same if this happens to me. I'd like to make it up to you by providing some steps that can help you with the bank feeds.

When some information is missing in the register, it's possible that there's a data issue in your company file. We can do the following:

• Re-sort the lists to go back to its default order.
• Verify and Rebuild Data to identify any data issues within a company file and resolve it.

Before doing so, let's make sure to update your QuickBooks Desktop to the latest release. This helps keep your software up-to-date, so you always have the latest features and fixes.

Then, exit and re-open your QuickBooks program. Once done, you can follow the instructions in these articles:

• Re-sort lists in QuickBooks Desktop
• Verify and Rebuild Data in QuickBooks Desktop

After the Verify and Rebuild steps, try to add a transaction from the Bank Feeds and check to see if the details are showing up in bank register.

Furthermore, you can set up a bank rule to automatically categorize frequent transactions. You can find for more details in the Create rules to categorize transactions section in this article: Add and match Bank Feed transactions in QuickBooks Desktop.

Please leave a reply if you need more help with the process. I'll get back to you as soon as I can.

I did the re-order and the verify without errors, but it still doesn't work.  True I cold create a rule for every single transaction, but I have 570 transactions, and it takes a good 2 or 3 minutes to create a rule because it makes me create a new vendor for each one.  I own a HVAC business with 8 trucks on the road, you can image how many gas stations we stop at.

You can repair your company file using QuickBooks Tool Hub, @five0clcok.

Aside from updating your QuickBooks Desktop edition and using the Verify Rebuild Data tool, you can also try the QuickBooks File Doctor to fix the missing details on your bank transactions.

Before doing so, allow me to share this information with you. QuickBooks will separate your transactions into 3 categories based on the information gathered from your bank transactions and what’s in QuickBooks.

The system partially recognized transactions in the bank feed. The events that have payee, check number, amount and date may match with more than one. Instead of matching it to one transaction, QuickBooks will let you select the best match from an existing list of transactions. That said, it sometimes leads to missing information once added to your register. This is the reason we recommend to review and categorize them properly.

If you’re done double-checking each of them, and the result remains the same, then we can continue to repair your file. First, you’ll need to download and install the QuickBooks Tool hub. Here’s how you do it:

1. Close QuickBooks.
2. Download the most recent version (1.4.0.0) of the QuickBooks Tool Hub and save it where you can easily find it.
3. Open the file you downloaded (QuickBooksToolHub.exe).
4. Follow the on-screen steps to install and agree to the terms and conditions.
5. Double-click the icon on your Windows desktop to open the tool.
6. Click the Company File Issues tab.
7. Select Quick Fix my File then hit OK.

Once you’re done, go back to your bank feeds and to your register. Please check if everything gets back to normal. If not, you can move to step 3 in this article to run QuickBooks File Doctor.

 
You can back up your company file so we can restore your data in case unexpected happens. 

Get back to me here with updates. I want to make sure things are in order. Take care.                

I feel for you. I have spent numerous hours just to complete some random new requests that have no support and provides nothing but circular references. They provide no support. If it doesn't fix in their box you are skrewed! And we all know problems always fit in a perfect little box. Right? HATE SLOWBOOKS anymore. And NON-INTUITIVE ha, even better.

OMG! Can we make this any more cumbersome and counter productive for customers. AND, you will be lucky if it even works after all your effort! I love how QuickBooks drops the "Support" problem in your lap to spend hours working on and trouble shooting their crap system.

Contact us should you need to purchase a 3rd party migration service 8)

Your support is mostly available? Simply not true. Our experience is that when we have an issue and we need to speak to customer service, our only option is to leave a voice message. Then we wait. Our last call back took 48 hours. There was no prior notification by email or text. This means we have to somehow anticipate when we should be in front of our computer and ready to troubleshoot with a service rep. Once the call is missed there is no remedy. If we weren’t so busy and invested in both quick books and quick time we would immediately leave them for a different business software. Terrible service. 

It's 130pm, central time, USA, on a non-holiday Tuesday.  QB's [phone number removed] has an auto-attendant that they are closed, "after hours".  This is when I'm calling back from when the call center dropped my call.  3 chat sessions later I'm just giving up.  The last chat session proudly suggested I start another chat session to solve my problem.  QB support is completely broken.  

I appreciate you reaching our Customer Support many times, @KCMRS.

This isn't the kind of service we want you to experience. I may haven't personally experienced what you've gone through, but know that you have the right to be heard, and I'm here listening to you.

I know how it can be frustrating to contact our Customer Support many times. Please note that this is a public forum and we do not handle account-related concerns to protect our customer's data.

That said, I highly suggest contacting our Customer Support Team. They can provide extra details about your concern and further help you. Please know that phone support may be limited due to the volume of the call.

Here's how to get a call or chat from us:

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.

You can also check this article for complete steps and support hours: Contact QuickBooks Desktop support.

Also, can you share your concern here in this public forum? I want to make sure I've got you covered. Just click the Reply button below to add some details. 

Once you're all set, you might want to check out these resources for guidance. These can guide you on how to categorize and reconcile your accounts flawlessly:

• Add and match Bank Feed transactions in QuickBooks Desktop
• Reconcile an account in QuickBooks Desktop

 Please know that you're always welcome to comment below if you have other concerns about QuickBooks. I'm just around to help. Take care always, @KCMRS

@KCMRS 

Any specific concern?

Besides the inept chat, being closed during business hours, and the call being disconnected when I actually got through??  Well, yes, my issue is not solved.  I'll type this for the fourth time:

We are moving from our accounting firm to another.  Our Qb subscription is with our current firm in some larger subscription package they have with you.   Our new firm does not prefer Qbs but is willing to use it if we require it. 

1. we have approximately 12 company file and need 5 user licenses
2. how do I xfer from my current accountant to my own subscription?
3. what is the cost for my needs from QBs?

THese answer will determine if we stay or leave QB for our accounting software. 

This have not been a good experience when contemplating staying.

Thank you for following up and giving us details, KCMRS.

Let me share some information about the QuickBooks Desktop products.

If you need a five user license for QuickBooks Desktop, I'd recommend Premier Plus 2022. It has industry-specific tools to help you manage your company files.

Here's a link for more details: QuickBooks Desktop Premier Plus 2022. You may also look for the contact information at the upper-right and to talk to our sales team.

Once you've set up your company files, you can check out this article to help you set up an external accountant user in QuickBooks Desktop.

Post a comment down below and tag my name if you still have other questions about the QuickBooks Desktop products and subscriptions. Have nice week!

@KCMRS 

Are you asking about QB Desktop or QB Online?

I have spent more than 3 hours trying to get support on a payroll correction (QBO deducted City Withholding after-tax?) I started the process in July 2021. Multiple tries to get the issue resolved, submitted a "correction spreadsheet" I had to complete. QBO support told me 20 days to resolve (Joking, right?) and it is now January 20, 2022 and I'm looking at incorrect W3/W2 submissions. The issue effects 4 employees at about $180+ adjustment. Really? Made multiple calls, emails, etc. and when you finally get a return call, they want you sitting in front of your computer when THEY are ready to address the problem. Best part, every time I speak to another different employee, I have to explain the correction again. READ the notes!!! I shouldn't be spending another 15 minutes on the phone explaining to another support person that has not read the notes on calls, emails, and the spreadsheet I provided. So frustrating, need to look at options for January 2023.

Wanted to share my customer experience.  

I reached out via chat to sign up for QBO and Live Bookkeeping.  The sales person made and error and created a new account using my personal email. I responded immediately requesting this be changed to my business account that is already established.  The sales persons response was this is not an issue and will be resolved once you login and change your email ID.  She connected me with a customer service rep to assist in the migration from desktop to online.  This person had me migrate to my business account.  The sales person had the sign up emails forwarded (still not corrected to my business account)to my business email where I then setup a live bookkeeping session for the following day.  After spending almost 2 hours with the bookkeeper on a screen share we could not overcome the fact that the sales person had attached the subscription for QBO and Bookkeeping live to the wrong account.  We could not move forward as I could not see the bookkeepers requests for documents.  From here I reached back out to the sales person and then the support phone number.  The sales person was not helpful.  The support person canceled the QBO subscription from the new account created and added the subscription to my established business account.  This person however was unable to transfer the Bookkeeping live subscription and instructed me to call back and speak to someone else!  I called support and once again the person I was speaking with was nice but did not listen to or understand what I needed.  So I requested to cancel everything.  It took 43 minute phone call just to cancel.  This could have been resolved in the beginning if the sales person had listened to my request to change the account. Or the support person that helped me migrate my company file understood 

At least you could find the phone number.  They seem to hide it.  They want us to pay thousands of dollars for the products and then expect us to ask other customers for help.