Reduced Customer Support

Anonymous · ‎October 30, 2021

Shame on Intuit for laying off customer support experts and reducing the availability of live support while Intuit stocks are soaring?

See https://finance.yahoo.com/quote/INTU?p=INTU

Saturday is my day to do my book keeping and (now and then) to pay myself. When a problem arises, I depend on QB support for which I pay for the maximum level. I am a professional engineer. I am NOT a professional bookkeeper or accountant. When I need help, I need help right away.

I've come to expect better from Intuit. Customer support from the Philippines is EXCELLENT.

Come on, you bean counters. You're doing great. Why take a chance on losing your customers?

Thank you for listening to my rant while I'm waiting in line for a chat on Saturday afternoon.

Bob P.

Rea_M · ‎October 30, 2021

I hear you, and I can see how the benefit of being able to contact our customer support experts would aid you in running your business with QuickBooks Desktop (QBDT), @Anonymous. That's why I'm here to share a few details about this.

Before we start, please know that you can always share the details of your concerns (i.e., payroll) here in the Community. QuickBooks experts and other business owners like you are ready to provide the appropriate resolution for it.

There are two ways you can connect with one of our payroll experts through your product. You can either choose the Start messaging or Get a callback option. If you're subscribed to Basic, Enhanced, or Standard Payroll, support is available from Monday to Friday, 6:00 AM - 6:00 PM PT. However, if you have Assisted Payroll, help is available any time, on any day.

To do this, here's how:

Go to Help, then select QuickBooks Desktop Help.
Select the Contact Us button.
Enter a brief description of your concern in the What can we help you with? field and click Continue.
Choose a way to connect (Chat or Callback).

Additionally, in case you need help with your QBDT company, you can refer to this article for the complete details: Contact QuickBooks Desktop support. It includes the link to know more about Care Plans for QBDT.

In keeping with this, I'm adding this article to further guide you in managing the growth of your business and payroll transactions using QBDT or QBDT Payroll: QuickBooks Help Articles. You can click the + More topics button to view other subject matters like reports and taxes. Video tutorials are also available to learn your way around QuickBooks.

We appreciate your patience regarding this matter. Please don't hesitate to comment below if you have payroll concerns and questions about managing your QBDT account. I'll gladly help. Take care, and I wish you continued success, @Anonymous.

Anonymous · ‎November 01, 2021

The Customer Support reply does not acknowledge the problem.

For more than a decade my QB subscription included support seven days a week and twenty four hours a day. As they say, 24/7.

I renew automatically and have not reduced my level of subscription.

Recently, I can no longer get a voice callback on weekends, as I used to. For a voice conversation I now must wait until weekday hours - during which I do income-generating work, not fight bookkeeping fires.

This amounts to a reduction in service for the same subscription I've always purchased.

What would be acceptable would be an acknowledgment, like, "Yes, I know our profits and stock prices are at a record high, but we decided we want even more money. So we've laid off some of our excellent service staff, and reduced the level of service we give our customers without telling them beforehand."

I would have probably paid more for the 24/7 service had I known in advance you were cutting back.

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