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Qu1ckB00ks
Level 2
posted
‎June 30, 2022 08:47 AM
last updated ‎June 30, 2022 8:47 AM

Quickbooks customer service is terrible

Wanted to share my customer experience.  

I reached out via chat to sign up for QBO and Live Bookkeeping.  The sales person made and error and created a new account using my personal email. I responded immediately requesting this be changed to my business account that is already established.  The sales persons response was this is not an issue and will be resolved once you login and change your email ID.  She connected me with a customer service rep to assist in the migration from desktop to online.  This person had me migrate to my business account.  The sales person had the sign up emails forwarded (still not corrected to my business account)to my business email where I then setup a live bookkeeping session for the following day.  After spending almost 2 hours with the bookkeeper on a screen share we could not overcome the fact that the sales person had attached the subscription for QBO and Bookkeeping live to the wrong account.  We could not move forward as I could not see the bookkeepers requests for documents.  From here I reached back out to the sales person and then the support phone number.  The sales person was not helpful.  The support person canceled the QBO subscription from the new account created and added the subscription to my established business account.  This person however was unable to transfer the Bookkeeping live subscription and instructed me to call back and speak to someone else!  I called support and once again the person I was speaking with was nice but did not listen to or understand what I needed.  So I requested to cancel everything.  It took 43 minute phone call just to cancel.  This could have been resolved in the beginning is the sales person had listened to my request to change the account. Or the support person that helped me migrate my company file understood 

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5 Comments 5
Qu1ckB00ks
Level 2
‎June 30, 2022 09:48 AM

Quickbooks customer service is terrible

Just got a voicemail from intuit “escalation” saying they can’t cancel my subscription!  All this after the person on the support line told me it was done!!  
So many small businesses depend on quickbooks. This is sad as we have used your software for over 20yrs!

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JamaicaA
QuickBooks Team
QuickBooks Team
‎June 30, 2022 02:51 PM

Quickbooks customer service is terrible

I understand how important it is to get your QuickBooks account working, @Qu1ckB00ks.

 

I know this wasn’t an easy process for you. Let me help and get you back to running your business. I want to reassure you that I will do what I can to make sure this gets resolved. 

 

I checked into your cases and see that you’re trying to cancel an account that was opened in error. I’m pleased to let you know that this was successfully wiped out. I also noticed that you have an active account. 

 

I’d like to clarify if this is correct. If not, please let us know so that we can do what we can to resolve the issue.

I'm looking forward to hearing from you. Get back to me if any additional questions about QuickBooks. Stay safe.

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Qu1ckB00ks
Level 2
‎June 30, 2022 03:10 PM

Quickbooks customer service is terrible

At this time I would like all QBO accounts closed and fully refunded along with the live bookkeeping.

 

thank you

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MadelynC
Moderator
Moderator
‎June 30, 2022 04:41 PM

Quickbooks customer service is terrible

This isn't the kind of experience that I'd like you to have, @Qu1ckB00ks. I'm here to assist you in closing your remaining account.

 

You can cancel your active QuickBooks Online (QBO) subscription under your Account and settings. Before that, I recommend exporting or printing your data first for record-keeping. Then, you can follow the steps outlined below:

 

  1. Log in to your QBO account.
  2. Select the Gear icon, then choose Account and settings.
  3. Go to the Billing & Subscription tab.
  4. In the QuickBooks section, select Cancel subscription or Cancel online.
  5. Follow the onscreen steps.


Please know that any account-related concerns like charges and refunds are handled by our Payments team. You can contact them to request a refund. They have tools also to make sure all your QBO accounts are closed.


Here’s how:

 

  1. Select the Help (?) menu.
  2. In the Assistant window, type in “Talk to a human” in the field.
  3. Enter “Refund,” then go to the Contact option.
  4. Choose a way to connect with us:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.


You can read this article to learn what happens to your data after you cancel: What does canceling my subscription mean for my QuickBooks Online data?


I appreciate you for sharing your experience with us. If you have any other questions or concerns about QuickBooks. I’m always here to help. Keep safe!

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Qu1ckB00ks
Level 2
‎June 30, 2022 04:47 PM

Quickbooks customer service is terrible

Customer service would be to be to handle this for the customer instead of making them jump through more hoops in your broken system.  Ask your managers to empower you to have an impact on the customer experience.

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