Yes. Please pass my message onto management. Here's why I'm frustrated.
This is a premium subscription product, therefore, I expect a higher level of support than what I've received.
The problem with the support is mostly that the customer isn't passed on to a higher tier of support once they are "screened" by the first tier. This screening should quickly determine that the customer isn't just calling for "how to" help and can provide some basic troubleshooting quickly.
But here is what I see happen every time.
1) I do my own troubleshooting online before calling in to see if I can resolve my issue quickly on my own.
2) I've tried chat, but it's way too slow. Even if I'm sending messages instantly back, they are taking 3-10 minutes per reply. That's useless and terrible support.
3) I call in as a last resort. I explain the issue in concise detail.
a) They insist to try "clearing cache, cookies, and private window" every. single. time. They insist that I do it again. The issue is clearly server-side if it's happening across multiple computers, in different countries (my bookkeeper is not in the US), and browsers. Doing it again for them to witness isn't going to change anything.
b) They put me on hold forever to find some step-by-step reference document for them to read back to me to do. They start telling me to do each step, even though I told them those exact same steps at the beginning of the call. I don't get the sense they know the software well enough to have even understood what I explained that I did.
c) They put me on hold again and start using a chat system with next tier support. They come back every few minutes and say "try this". Then they put me on hold again and come back 5 more times with the "try this" efforts again and again and again. They don't have a grasp of what is being recommended because they are repeating their support's recommendation verbatim and didn't understand everything I explained I tried before. This is terrible and a huge waste of time that I have to speak through a novice level support to relay messages back and forth to the next tier.
d) The support tech they are speaking with will finally ask to document the issue. I'm asked to show the problem again. I start going through it fast. They tell me to slow down and take 5 minutes per screen shot, writing each one up. This isn't my responsibility. Just record a video my screen and write it up later instead of taking an hour of my time documenting it so slowly!
e) I leave the call with no resolution and all my time wasted that could have been done in a 1/10 of the time.
I don't expect a resolution on the phone with a bug, but I do expect to get raised up to a higher tier support so I don't have to waste hours and hours through a low-level middle person.
This is the third time I've gone through this. This last time, I didn't let them waste as much time as they have in the past so I kept asking for the next tier of support.
I've both worked in tech support and called other companies with my needs. Never have I seen such a terrible, frustrating process as Quickbook's. With a normal company you get screened through tier 1 and get passed on to a more expert support to speak with directly for help.
