Chat help is USELESS

I know that this hasn't been easy, shermizzle.

I would also feel the same thing if someone were to disconnect me without providing proper answers. I'll take note of your experience with our customer support so we can submit proper feedback to our Management Team. We'd like to have this opportunity to help you in a more timely and efficient manner in the future. That said, I want to make it up to you in the Community space. 

As of the moment, the option to connect with us is through messaging or requesting a callback. Once you contact us a case number will be automatically generated. You can instruct our agent to provide you the case number so you don't have to start over again if you'll be disconnected.

Can you provide additional details on the issues that you've encountered in your tax forms? This way, the Community Team and other QuickBooks experts will be able to help you out. 

Although, I'd like to have another go at helping you over the phone or chat too. You can follow the steps below to reach out to us in case you don't have it handy anymore. 
 

1. Go to the Help icon.
2. Select Talk to a human.
3. Enter "Talk to a human" again in the search bar.
4. Choose I still need a human, then click Contact us.
5. Select Get a callback or Send a message to start a conversation.

You may also visit our articles here if you need some reference in dealing with your other tasks.

The Community is open 24/7 and always ready to listen and assist you with your concerns. Looking forward to helping you out. 

OMG, I fell your frustration, I had a similar situation with chat today and was even asked to pay to get their help for QB desktop 2021. I have been all over the support trying to find some answer to my problem but no one else is having my issue and chat was useless!

I wish you the best finding a solution to your issue.

Yes i have also the same experience PrepaidGiftBalance

This is not the kind of impression we want you to experience in QuickBooks, Jamark.  

I'll make sure you'll be able to connect with our support hassle-free. There are two ways to contact our support either CHAT or GET A CALLBACK. If chat support doesn't seem to work for you, you can select the Get a callback option. One of our representatives will call you no less than 10minutes. However, sometimes it may take longer depending on the volume of customers calling the support team.  

Take note to make sure you can get connected to our support team on time. You can reach them every Monday to Friday from 6: 00 AM PST to 6:00 PM PST. Then, until 3:00 PM PST every Saturday. 

You may also consider posting your inquiries here  in the Community. As always, Community is full of experts who are knowledgeable in all aspects of QuickBooks, so please reach out to us if there's anything you need. We're always happy to help you along your road to victory. Stay safe!

Yes, chat with Intuit Payroll is the worst experience I have ever had with any company, ever!!! Horrible. I just spent over 20 hours (3 days) trying to resolve a simple issue. I was logged out of chat so many times with new agents coming on and asking the same initial questions. It was extremely frustrating. I am looking into another payroll service. To pay the amount of money for this service with such horrible communication system in place for customer service is not worth the frustration and time involved! 

I have spent hours trying to reach someone -- it is awful and useless...

Hi @Amber1981,

Thanks for posting here and sharing your experience when contacting our support. I can see how this has impacted your workflow, but I want you to know that this forum is also another channel where you can post your QuickBooks concerns.

We can answer general QuickBooks questions, but not account-related ones, like billing, account information and etc. Just type in your question below through reply so I can check on it for you.

To contact support for billing and account questions, reach out to us during our support hours. Our Live Help are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM til 3:00 PM on Saturdays.

Please note that we are having a large volume of concerns coming in due to tax filings and other related topics. This has caused delays with our responses and longer than usual wait time when contacting support.

To get a hold of a representative, follow these steps:

1. Go to the Help menu then choose the Search tab.
2. At the bottom click on Contact us.
   
3. Enter the keyword Account Management and Billing in the What can we help you with? box.
   
4. On the next screen, scroll down to How would you like to connect with us section.
5. Choose Chat with us to initiate a discussion with a live agent.
   
6. Enter you account contact information then press Get a chat.
   
7. When using this option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:

Mention me in this thread for updates on how this goes. I want to make sure you're taken care of and this issue is fully resolved.

QB's is useless and frustrating.  Same experience here all week long with no resolve.  I don't want an online chat or a call back from customer service they are useless and so frustrating.  I want to talk with someone in management and have a real conversation and know someone is working on my issue.  I am having a major issue and no is is helping me 

This isn't what I want anyone to experience when reaching out to our support, Dspencer1.

I'll take note of your feedback and forward this to our management team. This way, they can discuss on how to improve our customer service.

In the meantime, you can contact again our Live Support Team and request a managerial call. Please follow these steps on how to get in touch with them:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Click Contact us and choose a way to connect with us:
   • Chat with  us 
   • Have us call you 
   • Call us.

You can refer to the information I've added below so you know when to contact them:

• Plus, Essentials, Simple Start M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT
• Advanced, any time, any day.
  
  

I'm adding this link to help manage your QuickBooks account: Video tutorials for QuickBooks Online.

Please know that I'm always around to help you here in the Community forum. Don't hesitate to share your concerns, and I can provide solutions and articles.

---

@Dspencer1 wrote:

I want to talk with someone in management and have a real conversation and know someone is working on my issue.   

---

@Dspencer1 

Any specific issue? 

I've had similar issues with Chat. I go through the whole process of explaining my situation, only to be told that I can't be helped because I have QB Desktop, not QB Online. Why not have customer service reps who can assist with questions for the desktop version? Why exclude some subscribers? Why am I paying for service/assistance if I can't get any? I try leaving my information for a call back, but there's no box in which to enter my phone extension, so I never get any call. I call and the voicemail prompts me repeatedly to start a chat or leave a callback number.

I did finally manage to get through to a human earlier today, but when I needed to call back with more questions, I gave up after being on hold for more than 30 minutes.
And now tomorrow morning, I have to try again because I wasn't able to connect again today.

Very frustrating.

I wish I could make it better, @MonicaG.

But before we can accomplish your goal for today, may I ask for more information about your post upon joining this thread? Are you having trouble accessing your account and company data or is it related to your subscription with QuickBooks Desktop?

Keep me updated in the comments below. Hope to hear from you soon. Stay safe!

I faced similar kind of issue last time, but now I am happy with all precious suggestions.

Thanks for the information keep sharing such informative post keep suggesting such post.

mygiftcardsite

I could not agree more with "useless"! they make small talk, ask how I am, and then 5 minutes in ask again for company info. like, what have you been doing for 5 minutes if you don't yet eve have my info up?

If I comment on how it has been 30 minutes of chat and they have done nothing I see "so-and-so has exited the chat"
or if I ask them to stop asking me how I am for the third time after 45 minutes of waiting for resolution, "so-and-so has exited the chat"

awesome, QB chat, thanks for wasting my time.

Ditto! sorry to hear that you've been through the same. I just cancelled Payroll and it feels so good.

I paid for the extra support from QB and I can NEVER get anyone and if I do, they don't know what they're doing. The time before last when I needed them I couldn't get my QB Desktop open because I did the Windows update. Phone support told me they couldn't help me because it was after hours and I had to use the chat.....BUT I COULDN'T BECAUSE QB WOULDN'T OPEN. Now for the last two weeks I have been trying to chat and I always get the message "chat is unavailable" (See attachment). And guess what? I can't call them today either because support is only available Mon-Fri from 6a-6p. I am actively looking for a different accounting software. If anyone can offer suggestions I am open to them all! 

I wish I could make it better, StephMB777.

I can see how you want to get this issue fixed as soon as possible so you'll be able to use QuickBooks and make sure it keeps running. Normally, we use the QuickBooks Tool Hub to fix this. However, if you have already used this tool and the issue still persists, you'll have to reach out to our support team again so they can investigate further and look at what's happening to your account. 

You may experience longer waits or are unable to get a callback from our support, this is because they're receiving a high volume of calls due to tax season. I suggest reaching out to them until you'll get the help you need. 

Additionally, I've added this article in case you experience other issues in QuickBooks Desktop: Fix Common Problems and Errors With The QuickBooks Desktop Tool Hub.

Please let us know if you have any concerns about QuickBooks. The Community is always here for you to assist your need. Stay safe!

I have used QB Tool Hub, but QB hasn't offered an update so I can't use Windows 11. Their chat feature also doesn't work, so I can't get ahold of them that way. If I can't get a call back and chat doesn't work how do I get help?

@StephMB777 

You already have known about this issue and reverted back to Win 10. Correct?

https:// quickbooks.intuit.com/learn-support/en-us/other-questions/will-quickbooks-2021-desktop-pro-run-on-windows-11/00/963307

Looks like we will have to wait until June at the earliest to receive any updates regarding IE 11 and Win 11. I am not sure they will spend resources to support QBD 2019 running on Win 11 natively.

Sounds like Normal QB Response: No problems here.

I have just spent 90 minutes with QB help, have requested a supervisor callback, supervisor calls me back and still can not help me. WHAT IS THE PROBLEM WITH THIS HELP CENTER?  NOBODY KNOWS ANYTHING, NOT EVEN SUPRVISORS!  When you talk to somebody they are constantly saying "let me look that up" and they put you on hold and when they return they still do not have any answers. THIS IS THE WORST SERVICE EVER, THE WORST.

@buchanan1963 

Any specific concern?

Many:

initial contact - the callback twice said it was transferring me to an agent and after 2 minutes of silence disconnects. 3 times I had to request a callback before I spoke to an agent.  Upgrade your call center phone system

chat with agent - constant "let me check with my backend team" response and then a long hold. This must have happened at least 10 times throughout the 60 minute call. And each time the agent returned it would be with a solution that was so basic that most anybody with any user knowledge of QB would have already tried. And to watch the agent stumble around with their orange arrow again doing basic stuff that most anybody would have already tried. I knew more than your agent.  Train your agents

supervisor - after 60 minutes with a poorly trained agent and getting no where I finally get a supervisor. The supervisor again knew less than I did and was not equipped with any knowledge or resources to help. 30 minutes later she starts to direct me to the area where I can place a bug report. I said "after 90 minutes on the phone with your help center you now want me to submit the bug report; you submit the report" So not only did your agent and supervisor NOT have the basic QB knowledge to be helpful, the supervisor did not have any customer service skills to help reduce my downtime and be more efficient (a well trained customer service person would have acknowledged immediately my 90 minutes of time and offered to submit the report for me).  Train your supervisors

Put some personal commitment (mentor & train) and some financial resources (upgrade capital systems) behind your help center. In its current condition, it adds no value to the customer experience. In fact, it detracts from it. I would never recommend to any of my clients this software. Not online or desktop.

You didn't mention anything about the problem you encountered on your QuickBooks.