After Quickbooks hung up on me earlier, QBO disconnected me in the MIDDLE of my hour-long chat with a Support Rep re: PayPal. Please reconnect me and send the transcript.

Hello DavidPalmer707,

The representative that was assisting you earlier must have an internal tool issue. Hence, you're suddenly disconnected the conversation. You can reach out to them again and continue where you left off.

1. Log in to your QBO account and click Help in the upper-right corner.
2. Select Contact Us and enter the necessary details.
3. Click Let's talk and select how you want to reach them (phone, chat, or email).
4. Enter the necessary details to complete the request.

They'll be able to pull up your account and review your previous conversation. From there, they can help you more in fixing your issue.

Also, you provide additional details to us here in Community so we know what is happening. We might be able to assists you with.

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@JamesDuanT wrote:

Hello DavidPalmer707,

 

The representative that was assisting you earlier must have an internal tool issue. Hence, you're suddenly disconnected the conversation. You can reach out to them again and continue where you left off.

1. Log in to your QBO account and click Help in the upper-right corner.
2. Select Contact Us and enter the necessary details.
3. Click Let's talk and select how you want to reach them (phone, chat, or email).
4. Enter the necessary details to complete the request.

They'll be able to pull up your account and review your previous conversation. From there, they can help you more in fixing your issue.

 

Also, you provide additional details to us here in Community so we know what is happening. We might be able to assists you with.

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Thanks for your quick reply, James. 

Considering I was hung up on when the clock struck 6 p.m. Pacific (QB closing time), I'm speculating the chat disconnect probably wasn't really an "internal tool issue." Since it was now after QB business hours, I was left with just one QB support option: post publicly to the QB Community. Not trying to air my laundry here, but with no option for private support-by-email, ticket/form submission, or appointment booking, here we are. In the last 2-3 days, I've spent many unnecessary hours on issues all resulting from QBO bugs and tech glitches. I have about 4 total open/outstanding issues, and only has a case number assigned that QB actually provided to me; but this case number is useless to me as QB's case status lookup tool can't even find the one case number I was assigned. I'm impressed.

Today's chat was regarding QBO's broken "Connect to PayPal" (which was a follow-up on my previously posted a separate QB Community post).

Can you please have a senior-level tech support staff personally contact me on my this and the 3 other outstanding issues to arrange a time to speak and resolve live? Thank you, @JamesDuanT.

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@JamesDuanT wrote:

The representative that was assisting you earlier must have an internal tool issue. Hence, you're suddenly disconnected the conversation. You can reach out to them again and continue where you left off.

1. Log in to your QBO account and click Help in the upper-right corner.
2. Select Contact Us and enter the necessary details.
3. Click Let's talk and select how you want to reach them (phone, chat, or email).
4. Enter the necessary details to complete the request.

They'll be able to pull up your account and review your previous conversation. From there, they can help you more in fixing your issue.

In my QBO account's Help options, I don't have the option to "email" as you do. But this would've definitely been my preferred backup when phone support is closed. Can you share a screenshot of where I should find the "email" help/support option? Thank you!

I also cannot seem to find a way to "continue were we left off" with the same support rep. Taking even more time to catch another QB rep up to speed on the same issue is a big drain on my and QB time/resources. Is this the case?

We are always aiming to make our customers feel valued, DavidPalmer707.

I'll personally share your feedback with our Customer Support Team regarding the disconnected conversation with one of our support agents. This way, we'll be able to take action on improving our customer service.

Also, the option to reach out to our Customer Support Team through email is only available to users who are using QuickBooks Online (QBO) International version.

To request a callback from one of our senior-level tech support staff, please  contact our Customer Support Team again. They'll pull up your account in a secure environment and process your request.

Here's how:

1. Click the Help on the top menu.
2. Tick Contact Us.
3. Enter your concern in the What can we help you with? field.
4. Hit Let's talk.
5. Select Get a callback to connect with us.

The Community will always have your back if you need anything else in QBO. I'll be here to help.

@JamesDuanT - thank you!

@RCV - Much appreciate. Thank you. 

I also experienced few incidents of QBO customer support hang up my phone call at the middle of trouble shoot.  It's very frustrated after spending hours on the phone call without getting my payroll issue solved.  Been very frustrating contacting customer support.  Thinking to switch to another company to run our payroll.

This has happened to me several times and during issues that are harder to resolve.  They just hang up.  Very frustrating and seriously considering switching to another financial software

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@TSC5555 wrote:

seriously considering switching to another financial software

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Time to explore another app and consider buying a 3rd party conversion service.