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Frequent Contributor *

Customer Support is so poor its unbelievable

Its amazing that QB manages to stay in business with customer support that is so poor.

In the 2 months I have been using QB I have contacted customer support maybe 6 times, each time is really painful experience.

For example 10 days ago I requested a Payroll Rollback and every day get told it will be done in 24 hours and then after 10 days I get a stupid canned response that has nothing to do with my request.

 

 

21 Comments
ProAdvisor

Re: Customer Support is so poor its unbelievable

Are you using Desktop QB or QBO?  If QBO, Do you have full service payroll or Enhanced?  When you say "roll back" do you mean cancel payroll?

 

I use full service for most of my clients that need payroll.  Unfortunately, their support system for the payroll side of things is not the greatest.  Very long hold times.  Also, it is hard to get them to give you anything in writing.  It definitely needs improvement.  

 

On the good side of things, the payroll being part of the program makes life so much easier.  Payroll is also run by a company called Paycyle.  So it is not  exactly Intuit. Intuit has great support for ProAdvisors, especially if you are Diamond level.  I wish they had that for payroll for us. 

Community Explorer **

Re: Customer Support is so poor its unbelievable

I concur.. The app is OK, but their support is just unforgiveable.

The support staff do not know what they're talking about.

I raised an Nginx server error with them today, clearly their responsibility - it was stopping me getting to the login screen, so hardly anything I could have done.

Their support team sent me this link... which is not for quickbooks online, and quite frankly is just dangerous to start asking their clients to mess with registry keys... Which would have zero impact on the problem..
http://www.solvusoft.com/en/errors/runtime-errors/intuit-inc/quickbooks/502-quickbooks-error-502/

I agree with you - I will be surprised if they remain in business with this level of support!

Frequent Contributor *

Re: Customer Support is so poor its unbelievable

Its crazy they sent a link like that.

 

I had the 502 error before as well, after 3 attempts at finding a support operator who knew what they were doing it seemed to be related to the login URL being cached in a cookie.

 

If you still get that error try deleting cookies from your browser history and use this URL

https://uk.qbo.intuit.com/

Not applicable

Re: Customer Support is so poor its unbelievable

Got to be the worst customer support I have ever encountered

Content Leader

Re: Customer Support is so poor its unbelievable

Hello all,

 

I want to ensure you get the support you need. I'd be glad to help you out here.

 

Please let me know if you have any questions.

Not applicable

Re: Customer Support is so poor its unbelievable

QBO as such is a good product, but being launched not too long ago, it still has bugs and issues for which good customer service is vital. Intuit customer service is a prime example of the arrogance and greediness of  IT tech companies like Intuit. One of the worst I can think. off.

Stay away from QBO until they provide a decent customer service. Main issues

1) talking to a live person at their customer service takes between 30-50 minutes waiting time

2) with the chronic waiting time / why does Intuit not allow to send questions on-line. I can wait a day for their reponse. It s much better for the stress level than wasting time and blocking my Telephone for my own customers.

 Intuit SHAME ON YOU!   If you care a little big about opinon on QBO, respond to this feedback without the generic bla-bla excuses. come out with a plan that exceptionally is for the benefit of your customer! THANK YOU!

Content Leader

Re: Customer Support is so poor its unbelievable

Hey there, ws2802.

 

Thanks for reaching out here in the Community.

 

Good news, you've reached the right place for support. This space is very popular among QuickBooks users who come in to ask questions and receive answers from peers, as well as Intuit employees.

 

Additionally, if you're a fan of social media, you can reach out for assistance via Twitter (@QBCares) and Facebook (Intuit QuickBooks). There's a great team of agents working in these channels that would be glad to help get you back to business, all while avoiding hold times.

 

If you have any specific questions about QuickBooks, I'd be glad to lend a hand.

 

 

Community Explorer **

Re: Customer Support is so poor its unbelievable

Case in point.. Two weeks ago the link with Santander went down.
I emailed support, who told me to change my password, try deleting and linking the bank again, which of course didn't work.
I then have an online chat with someone 3 days later who said they were aware of the issue.
It then took a week to fix.
Why on earth they didn't think it right to email the people who had Santander bank accounts set up in a proactive way is beyond me..

Why wait for clients to have issues and get pissed off..

Established Community Backer ***

Re: Customer Support is so poor its unbelievable

One star, and that is because you have to click at least one

https://www.consumeraffairs.com/computers/intuit_quickbooks.html

 

http://www.customerservicescoreboard.com/QuickBooks

overall rating terrible

 

 

 

Community Manager

Re: Customer Support is so poor its unbelievable

@ChrisHaines

 

I'm going to forward your feedback on the Santander issue to our UK team, but I also wanted to let you know there is a dedicated post about Santander in our UK community that was created by our UK moderator : https://qbcommunity.com/t5/Banking/Santander-Bank-Feed-Connection/m-p/163831

 

 You are currently on a US board, but you can easily switch to the UK community by clicking on the flag icon in the bar at the very top of your screen and it will switch you over to the UK community.   

 

2018-06-08_10-16-56.jpg

 

 

Pen
Community Backer ***

Re: Customer Support is so poor its unbelievable

Egads. I had no idea. I used to work at one of the call centers. The one I was at just recently shut down. I feel a little ashamed now. I know I always did everything I could, but I also know plenty of people who wanted you off their phone as quickly as possible and they would get you off at any expense. (Probably why mine shut down) 

 

Please don't get me wrong. There were some amazing people there who would bend over backward for someone. People who would stop at nothing to find a resolution and loved doing it. There were people there who started out like that and then got burnt out too. I hated seeing that. 

 

The Intuit culture is beyond incredible. I truly wish more people were able to interact directly with Intuit. What a lot of people don't realize is that when they call for support, they are actually getting a call center that is not run by Intuit. Sadly, there is only a very small amount of the Intuit culture and positivity that gets transferred into those call centers. 

 

A lot of the call centers don't understand how Intuit Support works. They want you off the phone as quickly as possible because that is how they get paid. So they rush the agents off the phone. The agents who really want to do a good job and try are suddenly made to feel like they are failing because you can't solve Intuit issues at the drop of a hat. A lot of issues require honest to God hard investigation. Intuit preaches the opposite. They want support agents to stay on the phone with you as long as it takes. It is really very sad. 

 

I am going to go eat a bucket of ice cream now and cry into my pillow. Excuse me. 

 

*waddles off* 

Community Explorer **

Re: Customer Support is so poor its unbelievable

@Pen - Trust me, I think EVERYONE knows that the support has been outsourced.
I feel sorry for you personally, and I agree that there must be some good staff at these call centres, but as you can see in these forums, there are a LOT of unhappy customers due to the lack of support.
It would be far better if Intuit took some responsibility of the issues, and tried to be proactive with their customer base, but seems like they're not interested.

Pen
Community Backer ***

Re: Customer Support is so poor its unbelievable

@ChrisHaines The part that really got me was what @Rustler posted with the links from Consumer Affairs and Customer Service Score Boards. *Glares at Rustler* Ripped out my poor little heart he did. *grins*

 

It was very interesting. The call I was at supported Quickbooks Online (QBO) for three years. I came in during year two and loved it. Immediately. This was in no small part because there was this amazing person, Sam, from Intuit that came to monitor our training class. I learned a lot from her. I siphoned off some of the Intuit cultures. It was great. Pablo, Matt, and Chris were all my trainers and they were all with the company I worked for. But they had been a part of the QBO piece from the beginning. So they were also steeped in the QBO culture. I was probably a part of the last class that got any of that. Matt and Pablo were still around, but Sam went back to Arizona and Chris died shortly after I was out on the floor. And Chris. Chris was probably a huge part of what made me love QBO as much as I do. Anyway. 

 

What I had noticed is that the people who had been there from the get-go had absorbed a lot of the heart of Intuit. Some of the Subject Matter Experts got to go to Arizona for training. People from Intuit were spending time on site. Stuff like that. It was when Intuit sort of... stepped back and said okay they have this now that the culture started getting lost and metrics became king once more. I came in just as that tsunami was hitting, but I somehow managed to get on top of the wave and ride it in. Then again, that is generally what I do. Unsinkable Penguin Brown. That's me. 

 

I suppose what really makes me sad is that you are absolutely right Chris. They don't seem to be taking any responsibility for their customer support. I genuinely thought it was just our call center because I have seen first hand the care Intuit is capable of. I know the potential that lies there and now I see it being squandered. 

 

So that leaves people like me and my best friend Audy to pick up the slack. Chris if you, or anyone else reading this post, ever needs anything I truly hope you will let me know. If it is in my power, I will do everything I can to help.  If I can't then I will do everything in my power to find someone who can. *grins* Like I said. Unsinkable Penguin Brown. Maybe they will realize before it is too late what their refusal to take responsibility for the call center's actions is doing to their customer base and come around. I truly hope so. I would just about give up every dream I have of working for myself as a ProAdvisor to work in an Intuit ran call center. And yes. I do know how ridiculous that sounds. 

Established Community Backer ***

Re: Customer Support is so poor its unbelievable


@Pen wrote:

@ChrisHaines The part that really got me was what @Rustler posted with the links from Consumer Affairs and Customer Service Score Boards. *Glares at Rustler* Ripped out my poor little heart he did. *grins*

 


The truth will set you free, and is an absolute defense too.

 

Perception is reality, and public perception is what intuit does not seem to care about. 

Highlighted
Pen
Community Backer ***

Re: Customer Support is so poor its unbelievable

It is too true. 

 

I wrote a poem about that a while back... About Perception being everything... Not about Intuit not caring about public reception. 

 

Don't worry. I won't torture you guys with it. *smirks* 

 

My point is I know you are correct Rustler. It doesn't mean that I have to like it. And it certainly doesn't mean I can't give you a hard time. I think I owe you a little jab or two, my friend. 

ZS1
Not applicable

Re: Customer Support is so poor its unbelievable

Holy cow, I am in shock at the horrible experiences I have had. The tech people are friendly but have little knowledge. The sales people are arrogant liars. The disconnect between QB desktop and online is baffling. 

Not applicable

Re: Customer Support is so poor its unbelievable

As a Diamond (since inception in 2007) ProAdvisor (since 2001) I don't expect to call in and "talk" to a machine and then be put on hold for - right now 41+ minutes!

 

What has happened to OUR awesome support department in Tucson?? 

Not applicable

Re: Customer Support is so poor its unbelievable

Oh! Yes it is horrible. I used to use them year ago and given up due to bad support.

Not applicable

Re: Customer Support is so poor its unbelievable

About once a month support is needed.  A 90 minute call or chat later problem will most likely not be solved.  Support people are about 1/10 in my experience.  I know they are overloaded and underpaid but they are literally the only ones to turn to.  Accidentally, get one of the 9/10 that clearly could not care less or can't communicate effectively and oh well, another morning wasted trying to get this expensive app to work.

Not applicable

Re: Customer Support is so poor its unbelievable

I have been online with a "helper" for 2 hours.  He keeps wanting me to try this and that.  I do and it still does not work.  The old QuickBooks software was so much better.  If my computer had not crashed, I would still be using the old one.  It is ridiculous.  There is no way they will let you talk with anyone on the phone.  Totally disgusted.

QuickBooks Team

Re: Customer Support is so poor its unbelievable

Hi @gage1,

 

This is not what the kind of experience we want you to have. I personally want you to know that we are striving to provide you with quality service. And we also want you to enjoy the product we provide.

 

I'd like to help you with your concern, but I need more details about it. I want you to feel our sincerity to resolve your concerns as soon as possible.

 

Also, you can request for callback from our phone support directly from your account. You can follow the steps below:

  1. Log in to your account.
  2. Click on Help.
  3. Choose Contact us.

You can always post your concerns here in the Community. I'll be here to help you.

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