Assisted Payroll, Customer Support, General

Thanks for bringing this up in the QuickBooks Community page, @jesse2.

I can see how stressful it is to jump from one call to another just to resolve the issue. I'll take note of this and pass it along to our Customer-Care Department. This way, we can improve our service with our customers.

Customers using the QuickBooks Full Service Payroll still have a separate line for payroll concerns.

If you've contacted our payroll team via call inside QuickBooks, then you'll be taken care of by our payroll specialist that's capable of assisting both Assisted and DIY subscriptions.  

You can connect to our Full-Service Payroll Chat Support Team. This department is intended to support our QuickBooks Full Service users only. That way, they can focus on your assisted payroll concern and fix it in no time. 

Here's the link to chat with them: https://public-consumer-chat.app.intuit.com/app/ccs/consumer?experienceId=sbsegUsDtPremAsstOop&

Moreover, you may want to run Payroll the Summary report in QuickBooks. This will help you can get a closer look at your payroll totals, including employee taxes and contributions.

Let me know how else I can help you with QuickBooks by adding a comment below. I'm more than happy to lend a helping hand. Keep safe!

When you say Full Service Payroll, are you including Assisted Payroll for Desktop? I asked specifically (more than once) for a dedicated person and was told that it has now devolved to just customer care people that can handle everything, including payroll issues and that there is no more Assisted Payroll customer service dept. We are not using the online product. And having employees that have to constantly move thru the upper tiers to get answers because "I haven't had that before" doesn't cut it.

Thanks for getting back to me, @jesse2.

Yes, I'm referring to the Assisted Payroll for Desktop.

Also, you're right. Our customer supports are now trained to handle payroll concerns for both of these subscriptions. This is to lessen your wait time and transfer rate when contacting QuickBooks.

Moreover, you can check out our Year-End Guide for QuickBooks Desktop. This will provide you with some info on what you'll need to do when closing your books and preparing for the new one.

If you have other questions or concerns in mind, feel free to write them down below. I'll be here to help you out. 

I've connected with support thru QB desktop help chat and calls, there is no DEDICATED assisted payroll support. I've been told this by every support person I've talked to. The current support people do all support calls, "but I can do payroll too". They have to chat just like we do with upper tier support to get answers. Pretty much I have to allow for a minimum of 3 hours when I need to contact support even for the smallest question or issue.

The last call I had (the one over 4 hours for a simple TPA number to authorize you guys to file PR reports with the state) even the support person said she couldn't believe how long it took to get the information, that Intuit should have had that information available to them without going thru 3 tiers and a manger to get it.

I used to love Intuit Quickbooks Assisted Payroll.  It definitely changed when they cut off access via phone and had to go through the desktop to get help.  I was told they did this for "security" reasons.  It was inconvenient, but I initially was able to get call backs - but only if I used my personal cell phone number.  If I put in my work phone number there is no place for an extension. If an agent calls and gets the auto attendant, they do not have the extension number and I don't receive a call.  How many companies do not have extension numbers for their employees phones?  It was not thought out very well.  Even worse,  for well over a year now when I go through the desktop help and request a call back, even putting my personal cell number in,  I get a response that I should get a call in about 5 minutes but I DONT EVER get a call back.    I have tried this MANY MANY times.  I have reported this problem to agents more times than I can count..  I have tried feedback and troubleshooting via help to no avail.  Nobody seems to be able to tell me why this is happening nor how I can get this issue resolved.  The only way I can get through to assisted payroll is by calling Quickbooks Desktop Sales during their business hours and asking them to connect me to assisted payroll.  They are not always open when I need assistance.  We pay for assisted payroll, yet we are not getting the service we are paying for.  One agent suggested that I reach out to the Intuit Office of the President because they would care - but I haven't been able to get this address to even try.  When I get through to an agent, they often do not have access to the information I need.  When they are able to answer questions, typically it is ame telling the agent what I need help with, followed by them emailing someone else while I wait and then they relay info to me and around and around we go.  It is a tremendous waste of time and unfortunately a majority of the time I am unable to get the answers I am seeking.  I would very much appreciate if someone at Intuit Quickbooks would help us resolve the issue of being able to get help from assisted payroll and also from the assisted payroll people that handle tax notices.  I think the leadership of Intuit should experience what it is like to be a customer with questions.  I can assure you they would become extremely frustrated.  It does not feel like Intuit cares about there customers any longer.  Any suggestions?

Thanks for the detailed explanation of your experience, @InfraStructure. 

I wish you didn't have to overcome all these hurdles when connecting with our support. However, you may rest assured that I'll note your experience with the support department and share it with our management team. This way, we can ensure we're doing everything in our power to deliver a positive experience.

Additionally, Intuit's executive team is extremely invested in creating experiences for our customers that make running a small business easier, and they always appreciate feedback on how we can improve. With this, I'd recommend sending a request to our Office of the President, and they will work with you directly to help resolve your concerns. 

Proceed with the following steps:

1. Go to the Intuit Executive Leadership Team website. 
2. Click the Submit a request hyperlink. 
3. Follow the on-screen instructions.

Moreover, you can bookmark these articles on how to manage taxes and what to do if you receive an IRS or state tax notice of discrepancy:

• Send in your payroll tax notice.
• Taxes FAQS

Thanks for your patience on this matter. Please know that you're always welcome to post your questions in the Community. Rest assured, we got your back!

I have Quickbooks Elite Payroll and there is nothing elite about it. 

It is ridiculous how restricted it is for the user. Then when you call for support it seems as if nobody knows anything about payroll they just have access to do some things that us users dont.

The common answer for them is "hold on while I research how to fix issue". Then they often come back with an answer that has nothing to do with original problem. Often seems as if there is a big breakdown in communication and understanding. 

This is not the experience we want for you, Steve.

I understand that having issues like this can be time consuming and cumbersome. Please know that the existing features in the program are set by default, so if there are preferences that you cannot find in the program, we can have it requested through a product feedback.

Our engineers go through a wide range of feedback, as they wanted to be effective with the enhancements and product updates to make our program efficient to use. For now, we can't provide the turnaround time if they will release additional payroll preferences. They work on product enhancements internally. 

If you have any product suggestions to our developers about our report preferences, send your request through these steps:

1. Click the Gear icon and choose Feedback.
2. Enter your suggestion for our engineers on the Feedback box.
3. Once done, press Next to send it.

To be updated with the recent and upcoming changes for QuickBooks products, visit this site: QuickBooks New Features and Innovations.

Also, regarding the support feedback you shared, you can direct it to our supervisors for immediate action. Note that all calls are directed to the Tier 1 support, so once you get a hold of a live representative, you can request for a supervisor onset of the call. This way you can look at the previous contacts you had with us, and find the person who assisted you back then.

Also, I want to know if you're still experiencing any issues at the moment? Are you getting problems with the payroll or other features in QBO?

Kindly update this thread with the additional details. I want to ensure everything is working well for you, and I'm here to provide further assistance and insights. Have a great day!