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ParadiseJolleyBean
Level 1

Customer Service Quality

I've been using Quickbook for over 20 years and Enterprise version for more that a decade. I chatted customer service today, "need product code for my recent download QB Enterprise 2021". It took one and a half hour to get a product code according to the time stamp of our chat. The rep asked for same information I posted in chat again and again. There were also other technical support call that went nowhere in the last two years. Customer support reps were competent before, not now.

What's your experience of customer support from year 2019 to now July 2021?

I am considering using TSheets but saw community comments saying that Intuit was killing TSheets due to bad customer support. Bad/No support experience pushes me away from their product now.

 

How can we get the attention of Intuit so they can fix the problem? 

4 Comments 4
BigRedConsulting
Community Champion

Customer Service Quality

I've noticed the same thing. Happens here too, where reps answering questions clearly don't understand the question and give a solution that doesn't apply in the least.

 

Often they even make claims that QuickBooks doesn't do what the customer wants, even when it does and even when Intuit made a big deal when they added the feature the customer is asking for - but just can't find.

 

I've send the admins here probably 100 reports of such answers. So far, my impression is that they've done exactly nothing in response. Not even fix the answers to be correct. I don't think they care one whit that their own employees don't understand their products - or they'd do something about it.

LeizylM
QuickBooks Team

Customer Service Quality

Hi, ParadiseJolleyBean and BigRedConsulting. 

 

We aim to deliver customer satisfaction at all times. Besides, this isn't the kind of customer service I desire you to have. Rest assured, I'll take note of this so I can pass along your experience and provide all the feedback you have to the appropriate channels.

 

Let me provide you this article to learn how to activate or register QuickBooks Desktop after you install it: 

If you have other concerns or follow-up questions, feel free to comment below. I'm just around to help. Take care.

CoreyDenis
Moderator

Customer Service Quality

Hi @ParadiseJolleyBean
 
My name is Corey, and I lead our QuickBooks Social Care & Community teams. I'd love to message or chat with you to learn more about your experience and make sure you've received the help you need. We have a private message (PM) feature here in our QuickBooks community. I've just sent you a PM and hope to hear back from you soon! 
 
T-Sheets isn't going away, but is now QuickBooks Time.  
 
Hope you had a great day, and I look forward to hearing back from you. 
 
Cheers,
 
Corey Denis
Head of Community & Social Care | Intuit | QuickBooks

Fiat Lux - ASIA
Level 15

Customer Service Quality


@ParadiseJolleyBean wrote:

I am considering using TSheets but saw community comments saying that Intuit was killing TSheets due to bad customer support. Bad/No support experience pushes me away from their product now.

 

@ParadiseJolleyBean 

What kind of business do you run? You may consider a 3rd party app to integrate with your QBD.

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