How do you get a human response to a case number and complaint?

I have had an issue going on for over a year and every time I talk to a person they say that their engineers are aware of the issue and working on it. I am very frustrated.

Good afternoon, @suebrandhorst and @tifanym. Thank you for coming to the Community for help with your issue. I'm happy to help you both with your cases you need updates on.

Because of the sensitive information regarding your company, I'll reach out via Private Message to get any additional information.

And @tifanym in order for me to message you, you can turn on that setting in your account by going to :

Thank you so much for your patience!

I don't see the path you described to turn on private messages.  Why don't you email me?

@suebrandhorst 

Any specific issue? Support won't email directly to avoid spam.

Price rules suddenly stopped working and all prices are defaulting to retail. I have one account that I cannot email invoices receiving this error Delivery Error: Your email subject contains invalid characters or emojis. Please remove those before sending. I was able to find a work around for this it I send as a reminder it will email. 

@suebrandhorst The option is turned on for you, I was able to Private Message you without any problems. Click on your profile and then select "Messages" and you should see my reply to you. Let me know if you have any questions. :)

Thanks for reaching out to us,@tifanym.

When emailing sales entries in Quickbooks Online(QBO), you'll need to make sure that there are no special characters on it like  ! @ # $. This is why you're having the said error message.

Here's how: 

1.Go to Settings ⚙,and choose Account and settings

2. Select the Company menu.

3. Select Contact info. 

4.Select Save and Done

To make sure everything is set up, you can follow the steps in this article when customer aren't receiving your email and set pricing rules.

 If there's anything else I can do for you, please let me know. I'll be around to help you out.