I got audited by a state that told me I (Quickbooks) had e-filed multiple quarterly reports with employees that are not based in this state (and I therefore paid various state taxes for). Good news is the state owes me money. Bad news is the state gave me 3 days to e-file corrected reports as of Tuesday (7 days ago).
I contacted Quickbooks over the phone and gave them all of the info. They had me send in a signed letter explaining what needed to be changed, etc etc etc. I was told 2 days, maybe 3 at most to file the corrected forms. I relayed this info back to the state auditor that it would be filed by Friday as per Quickbooks. Also, the state will ONLY accept the forms being e-filed. I cannot file them myself otherwise I would have done that.
Friday afternoon comes, and I have not heard anything from Quickbooks. I call support and am told there's no record of an escalatons request, so they have me rehash the entire issue and email the same signed letters, etc to open another case. I am also told only a supervisor can communicate with the escalations team, so now that the case was correctly opened, they will have a supervisor call me....in 5 to 10 minutes. Nobody ever calls.
Monday morning, I try chatting with support yet again (can't call due to being on the phone call day). First, the rep asks for my case #. I send all 4 case #s I had been given at this point. The chat window asks if I am sending sensitive data, and I choose the option for no, and it sends all XXXXXXXXXs as the case #s. The rep cannot see them. They ask me to put spaces between the numbers, and then between every #. Doesn't make a difference....they see Xs. They then ask for my company ID. Same issue. The chat system sends only Xs. Who would design a system where Quickbooks chat reps cannot be sent case #s or the company IDs and yet still ask for them? Simply brilliant.
The first rep finally finds the case #s on their own after looking me up by company name. They tell me they need a supervisor to call me...and that will happen in 5 minutes. You can guess where this is going. Nobody calls after an hour, so I reach back out via the chat. The rep again says 5 minutes for a supervisor to call to clear this all up. They try to disconnect after telling me that, and I ask them to stay connected until the supervisor calls. We spend a lovely hour chatting about random things. The rep requests multiple supervisors to call...and all give her the same canned response of "5 minutes". Nobody ever calls. After 70 minutes, the chat suddenly disconnects.
I call support at this point. I wish I was making this up, but the rep tells me "5 minutes" and his supervisor will call. And no, they will not stay on the phone with me until they call to ensure some responsibility on Quickbook's end.
That was yesterday. Still nobody has called. Spectacular job, Quickbooks. I have two takeaways from this experience. First, at least Quickbook's hold times are practically zero, though whoever you reach does not have a capability to do anything to help you. Second, I have meetings this afternoon with other payroll providers to switch away from this sh&%show to a company that actually supports their customers.
