Intuit Online Payroll Support - Terrible

This isn't the kind of customer service we want you to experience, @crkenne.

Due to the outbreak, we have limited staffing and have reduced our hours to 6:00 A.M. -6:00 P.M. PT Mon-Fri and some products will only have chat support during this situation. Also, our Customer Support experiencing a high volume of calls or customers waiting in the line. Rest assured that one from our support will call you back one of these days.

For more information on how to reach them, you can check out this article: Contact Payroll Support. Just click Intuit Online Payroll from the list.

Also, some users gather here in the Community to get support about the product. May I know what's going on and how can I help you get back to business? I'd appreciate it if you can provide details of your concern, so I can lend a hand in fixing the issue.

Please know that you're always welcome to comment below if you have other inquiries about managing QuickBooks account and payroll concerns. I'm just around to help. Take care always.

I have tried that for days and nobody responds. We are a  long term client with no support. I would like a phone call thank you Charles.

I can imagine the situation you’re in right now, @Charles.

Can you share with me the issue you’re having with your account? This way, I can provide you the right fix for it. Any additional information is much appreciated.

If you still wish to get in touch with our Payroll support team, you’ll need to contact them and schedule a callback. I understand you already reach out to them. Please bear with us as you may experience a long waiting time due to the limited staff we have. Rest assured our customer service team is diligently working to attend all incoming calls.

To ensure you’ll be accommodated, you’ll want to review their support hours as shared by my colleague Joesem M above.

Furthermore, we have resources that you can read and can guide you in your future tasks. You can visit our QuickBooks Support page and browse some articles and topics from there.

I’ll be around if you other concerns or questions about managing your accounts. You’re always welcome to tag me in your reply. Keep safe and keep well.

We're a long standing customer with quickbooks/payroll online since 2004.  I am frustrated and angry with the lack on customer support and resolution concerning errors with our 2020 W2 forms.  It's been almost a month since we contacted quickbooks payroll support (02-12-21) and unable to distribute forms to our employees or file our forms with the Social Security administration until quickbooks makes corrections!  My payroll specialist, in addition to myself, has called and/or chatted with support several times.  More than once, we have been given another escalation#s (4 total) and the reps struggle to know what they are even suppose to be correcting!!!  There is no accountability or any standard for customer support.  At the end of our rope trying to get our issue corrected/resolved.  When finally speaking with a supervisor last Friday, she basically told me I need to be patient!  I have been patient....

I have been using Quickbooks products for years. As of lately there is just no support. Zero, nada...nothing...can't get anyone on the phone. I tried calling sales (because service BEFORE the sale is always profitable) and after being interrogated to make sure we had an account, they transfer me to Intuit online support. However I only receive a recorded message..."we only offer support by chat"...I go to the chat bot and try open a chat..and all I get is a white box with nothing inside of it   :) . As the decision maker for the company, we will be looking elswhere soon..I can assure you. 

Still have received no resolution!  We call and chat with quickbooks every 7 to 10 days and there is always another reason it has not been resolved.  

Solving problems via chat is not a viable solution for me. Payroll is charging me the same subscription price and giving me less and taking up more of my time trying to solve my Payroll problems. If live support doesn't return before the end of the year, I will be discontinuing QB Online Payroll. My company only has two employees and I can find a better solution than what Payroll is offering at the moment.

Live support doesn't necessary mean better SLA. It's just different persons responding to chat messages.