WORST CUSTOMER EXPERIENCE EVER!!

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@TJINPCB wrote:

I HAVE, FOR GOING ON 3 MONTHS been sending emails back and forth with someone from Indonesia or wherever that can't tell me what she wants to finish my request, after I sent it all completely in January!

How did you know she was from Indonesia? Afaik, no Support is located in the country.

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Hello, TJINPCB.

I appreciate you for letting us know about your experience with the support. This is something Intuit doesn't want you to come across in your future interactions.

Issues with payroll corrections can best be handled by our QuickBooks Care Support. This procedure requires company information which needs to be pulled up in a secure environment.

Here's how you can reach us:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.

Please know that the availability of support depends on which type of subscription you're using. You can check out this article for our contact information. Click on the QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.

To help you with future tasks and tips when using QBO, you might want to visit our Help Articles.

Be sure to get back to me if you have any other QuickBookd or payroll questions. I'm always here to help. Have a good day.

Wow that's painful to read. On one hand is seems like a corporate-speak canned response she copy/pasted into an email. On the other hand, is abuses English in so many ways and at so many levels it is astounding.

"your payroll correction concern"?

Second sentence just wanders off....

"apologize for the delayed the file"?

"but once  you to confirmed to us...we can proceed working on it."

"this email will be our direct form of communication"?

"the needed information"

I love the last sentence - it provides some insight into Intuit support. Translated from bad corporate-speak and bad English it reads:

"We've been sitting on this since January because we're busy. In an effort to not have the case open for too long and blow our stats, we want to mark it resolved. So, you have 24 hours to hurry up and reply and tell us what to do or else we'll close it, thus providing excellent service as then you'll have a resolution."

Who writes this stuff?

I've spoken to 4 different people, all promising escalation and resolution.

Unless you can give me someone that can say "yes, ok we have it in front of us and we are fixing it NOW", our relationship is over and I'll do my VERY BEST to make sure everyone I come in contact with that may use some variation of your services is privvy to this wonderful experience.

Please don't insult my intelligence.   Do you not think I've called and spoken to someone,  tried the text chat,  talking to a person....everything short of coming to your offices....

If THAT was your takeaway from this, a REALLY LAME attempt to diffuse my anger with some crap about where they do and don't support, then you are part of the problem and probably shouldn't be allowed to have internet access, and more so not let it be implied that you're somehow part of the brain trust of this place that helps fix things.

If ALL YOU GOT was that I referenced a place with broken English other than the HORRID level of customer service received at this point, please immediately disconnect your internet and never use it again unless it's for cat videos and proper mask protocol when you're in your car alone.

Dear Charles, 

I've spoken to 4 different people, all promising escalation and resolution.

Unless you can give me someone that can say "yes, ok we have it in front of us and we are fixing it NOW", our relationship is over and I'll do my VERY BEST to make sure everyone I come in contact with that may use some variation of your services is privvy to this wonderful experience.

Please don't insult my intelligence.   Do you not think I've called and spoken to someone,  tried the text chat,  talking to a person....everything short of coming to your offices....

And please don't send me some cut / copy and paste reply.

Are you able to, do you intend to, or WILL you fix my problem or will it just fade off into this "DIY" fog you're trying to lure me into?

I CAN DO IT MYSELF, if you will tell me how.  The spreadsheet they wanted for 1 simple employee took me 20 minutes to fill out.

Are you going to fix this for me in time for my March 31st DEADLINE, or will you be refunding my subscriptions costs to offset the damages done?

P.S....this IS ME getting back to you...so we're clear.

Who are you addressing?

Charles, the "answer guy", and the other person who's only take away from my frustration was to remind me that Pakistan or wherever doesn't offer support.

I was glad to see that SOMEONE actually understands my pain here.

Thank you.