Thank you very much for the response. If a system problem happens again in the future, it's absolutely critical that QBO proactively reach out to it's customers to notify them of the issue, steps they're taking to resolve the issue, and the estimated time for correction. I had employees contacting me first thing this morning to let me know they didn't receive paychecks, so naturally, I completely panicked and started frantically trying to find out what happened. I spent my entire morning researching the issue, dealing with upset employees, contacting our bank, attempting to contact QBO. I put in a request for a callback, was told I'd get a callback in under 2 minutes and then didn't hear from anyone for several hours. I attempted to get help again, but the Chat and Callback feature said "Channel is currently closed". So then you have employees not getting paid and payroll personnel who can't get any answers as to why they didn't get their check. It's unacceptable. While a payroll delay is frustrating, you would have saved everyone (including your own employees) lots of time and energy if you would have either had a pop-up alert on the screen when logging into QuickBooks and/or emailing all companies who subscribe to QBO Payroll. Just as employees receive their check stubs via Workforce, it would have been nice if you could have sent an email notifications to all employees who were to receive checks that day that there was a delay. PLEASE make modifications to your procedures for handling system issues and I suggest you consider giving everyone a free month of QBO Payroll (at a minimum) for their troubles. Thank you!
