The customer service at QB is a joke. NOT 1 person can help with ANYTHING.
I am a new customer, hasn't even been a month since I started to use the service. Just opening my business and getting everything setup before we start.
That being said, I got everything setup for my business on QB online with no problem. System seems to work fine thus far. Kuddos for that part.
Now to the issue I had, I ordered a Car Reader the same day I setup my account with QB, this was about 2 weeks ago. Got the Card Reader, so far so good. I open the Card Reader and go to sync it with my phone,
it connects as expected then automatically disconnects and gives me an error to check compatibility, I am using an iPhone 11 Pro Max, all software is up to date. Trust me I had to verify that to 4 different support techs.
Attempt 1
I search this community to find out what I can do to make it work. I TRY EVERY possible solution in the community. I post to get help, a QB tech specialist or whatever they are replies with the EXACT same canned response they have responded to this issue with, that would be fine EXCEPT, had they read my post they would know I ALREADY tried all those things. No help here obviously.
Attempt 2
I log into QB and click the Help link at the top right, go through the virtual assistant and no help there, as to speak to someone and get a live person. First person I chat with has me go through EVERYTHING I have already done, ok I can live with that, need to verify themselves. No help, tells me they need to escalate the case and provides me with a case number, that department had gone home for the day so I needed to come back to chat today. Ok, that's a little fair.
Attempt 3
Today I open the chat go through the motions and get a new person, provide them with the Case #, they ignore that and start asking me what they can help me with. I explain, they provide me with a NEW case number because, they cannot view the one I gave them. No help.
Attempt 4
I request a call back to speak with someone to get this handled. First person I talk to I specifically ask, "Do you have the ability to replace the broken card reader I have?" No he can't, he sends me an email with how to get a refund and tells me I have to order a replacement myself. Then proceeds to tell me that his department cannot help due to it being the wrong department, provides me with another number to call.
Attempt 5
Give the number a call, ask the person if they have the authority to replace my Card Reader, she say's yes but needs to ask me a few questions first. Fair enough. I answer the questions then she proceeds to tell me she needs to talk to a different department (backend) to verify they have not mailed me a replacement yet. Had someone actually mailed me a replacement I would not be on the phone. She has me on hold for 30 mins with no help, I ask to speak with a supervisor. I am told that she has to put me in the queue and a supervisor will call me in 20 minutes.
I wait about 40 minutes to get a supervisor call, no call.
Attempt 6
I call back, get another person. They like the last person cannot help me, says they will put me in the queue for a supervisor call back but it can take up to 3 days for a call. At this point I'm so frustrated due to the last 2 days of no help I tell her I should just cancel my service and move to another platform like freshbooks.com, she puts me on hold to check on a supervisor.
A guy comes on the line, I ask him if he's a supervisor, he states he is not a supervisor and has no knowledge as to why I was transferred to him, he is in the Sales Department, kind of a joke at this point, but I've went this far what's the loss in explaining the issue to this guy gonna hurt.
I spend about 10 minutes venting about the issues I am having getting a replacement for the Card Reader, he immediately says let me see what I can do for you. Orders me a NEW Card Reader at NO COST to me and states he will get it shipped out today once it is approved, if not it will be in the mail tomorrow! Kuddos to this gentleman for ACTUALLY providing customer service. This Sales Rep is the ONLY reason I am considering staying with QB. NONE of the support I received would make me stay and frustrated me so much I was ready to just cancel.
After 2 days of trying to get someone to help me, the one person whom has NOTHING to do with support gets it handled in less than 15 minutes!
QB, if you actually read this, YOUR company needs to REVAMP your customer service. Whomever is in charge either needs to be TRAINED on how to run that portion of your business or REPLACED, they are doing a HORRIBLE job.
Rant over, take some PRIDE in your business and take CARE of your customers. Just because you are a large company doesn't mean you have to not take customer satisfaction seriously.
Regards,
RJ
