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jorge-acosta
Level 2

How can we escalate an issue with Quickbooks Online Support ?

We've been trying to get an issue solved for over a week now. So far none of the steps have worked. We've spent about 4 hours/day over the phone and via chat, just to get the same answer "we can see the issue, we just don't know how to solve it". I need to escalate this to upper management, and open a formal complaint about this poor customer service experience.
6 Comments
Maybelle_S
QuickBooks Team

How can we escalate an issue with Quickbooks Online Support ?

I know this is not the kind of service you expect us to deliver, @jorge-acosta.

 

Please know that you can also share your concerns here on the Community page so we can address them immediately.

 

However, if you still want to request a supervisor, I recommend reaching out to our Technical Support Team to record your feedback in regards to the case and can escalate for further review. You can also provide the case number so they can review your concern and continue performing the troubleshooting steps if applicable.

 

Here's how:

  1. Click Help.
  2. Select Contact Us at the bottom.
  3. Type your concern from the dialogue box.
  4. Click Let's talk.
  5. Select Get a callback.

Also, you can always visit our Help Articles hub for any QuickBooks Online concern.

 

Drop me a comment below if you have any other questions. I'll be happy to help you some more.

jorge-acosta
Level 2

How can we escalate an issue with Quickbooks Online Support ?

Dear Maybelle,


Thanks for your quick response. I've reached out to the Technical Support team over the phone 10 times during the last two weeks. Each call on average takes about 4/hours. 

 

During very busy days we've had chat sessions for 2 hours or so, it has not been effective so far.

 

I've asked the supervisor A Lance to escalate this further, but she's not even answering our emails. So I believe she's no longer interested in helping us.

 

The issue goes as follows:

- On our end the Payroll Core Feature for QBO appears as Canceled (Inactive).

- On QBO side it appears as active.

- I am able to run payroll up to the renewal date, on that date everything is deactivated, so we have to jump into another call and explain everything all over again.

 

We have a ton of case numbers, but the relevant ones are:

 

- Case # [removed]

- Investigation #: INV-45992

 

So far nobody knows the status of my case or when it's gonna be solved so we don't have to spend valuable time over the phone because of a software malfunction on QBO side.

 

As there's no response, no follow up and I need to explain my case to every agent I talk to I want to escalate this issue to upper management. 

 

The service received so far is not good.

Joesem M
QuickBooks Team

How can we escalate an issue with Quickbooks Online Support ?

Hello there, @jorge-acosta.

 

This is not the kind of service we want you to experience. I want you to know that helping you is our priority and, I'm here to share additional details about your concern in QuickBooks.

 

I've checked the status of the investigation number INV- 45992 is still In progress and, this has already been escalated. Rest assured that our engineers are currently investigating and working on an immediate fix.

 

For now, we're unable to provide you an estimated turn around time when the investigation will be closed. Meanwhile, since you've already contacted our support, you'll be notified via email or by tagging you here as soon as the issue is resolved.

 

However, you can follow up on the investigation number by contacting our Customer Support. They can provide depth details about this issue.

 

  1. Go to the Help menu.
  2. Click Contact Us.
  3. Input the investigation number in the dialogue box, then select Let's talk.
  4. Choose the Get a Callback.
  5. Your request will be processed, for you to have an agent on the line.

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. Rest assured, we will resume normal hours as soon as possible.

 

In case you need some related articles for your future tasks, you can always visit our Self-help hub for reference.

 

I appreciate your patience as we're working on this. Don't hesitate to leave a comment below if you have any other questions. I'm always here to help.

 

jorge-acosta
Level 2

How can we escalate an issue with Quickbooks Online Support ?

Hi, 

 

It's been a loooooooooooong time "in process" I believe it will never get solved!

 

"In progress" means nothing after several months.

Kristine Mae
QuickBooks Team

How can we escalate an issue with Quickbooks Online Support ?

That's not the kind of impression we want to leave our customers, Jorge-acosta.

 

Rest assured that our engineers are doing their best to fix this issue. Although, payroll should be functioning normally.

 

Once a fix is rolled out, the status will show active.

 

Don't hesitate to get back to us if you have payroll concerns. Keep safe!

jorge-acosta
Level 2

How can we escalate an issue with Quickbooks Online Support ?

Thank you for your response,

 

As I've mentioned before there's no excuse for an issue to take longer than a month to be looked at or solved.

 

The "ongoing investigation" is for us a "cold case" forgotten in the queue without any kind of updates. 

 

Asking the customer to wait indefinitely is totally unacceptable.

 

Regards,

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