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orders25
Level 1

Has anyone been having problems with tech support?

I called the other day and asked for help with a problem. The support person initially did not understand the problem and asked for more info. After 5 minutes, she told me that she understood and asked to put me on hold. She came back 5 minutes later with a solution to a totally different problem. This happened 2 more times with 2 other problems. I understand that English was their 2nd language, but the bottom line is that I spent over 4 hours on the phone with them when I should only have spent 15 minutes. I have been using QB for over 20 years, but I am seriously considering switching to a competitor. During those 20 years, I have had decent support from their support staff, but this past week has been a nightmare.
7 Comments 7
Fiat Lux - ASIA
Level 15

Has anyone been having problems with tech support?

Any specific concern?

Mich_S
QuickBooks Team

Has anyone been having problems with tech support?

Hello there, @orders25.

 

I'd be honored to help you with your QuickBooks issue. Could you, however, provide further information on this? Are you having trouble with technical matters? Any additional information will help us in providing the best possible solution to this problem.

 

Don't hesitate to continue posting in the Community. We're always here to guide you through. Stay safe!

Gfthomas
Level 1

Has anyone been having problems with tech support?

Yesterday, 1/12/22 A tech support representative (Stefan) attempted to rip me off. I had an issue resetting my payroll pin, rather than sending me to payroll to rest the pin, he claimed my company file was corrupted and needed to be repaired. He offered me a three year subscription to a cloud solution for  three years $2700. I already have a five year subscription for support but he refused to honor that, I kept refusing then he offered $999 for a one time fix. I refused and stated that any repair should be covered on my current service agreement he refused, that was the end of my call with him. I recalled customer care explained what happen and they hooked me up with payroll support, a great rep Leah fixed me up in 5 minutes. No file corruption, Stefan and his manager need to be disciplined for their attempted fraud. QuickBooks management should be ashamed with this type of behavior 

Fiat Lux - ASIA
Level 15

Has anyone been having problems with tech support?

@Gfthomas  

Which number did you call?

Gfthomas
Level 1

Has anyone been having problems with tech support?

I called [removed] then was transferred to tech support

Mark_R
QuickBooks Team

Has anyone been having problems with tech support?

This isn't the kind of experience we want you to have, @Gfthomas.

 

Please know that our support team never asks for a fee to fix issues in QuickBooks. I want to make sure you'll get assistance from our support team. Here's how:

 

  1. Sign in to your QuickBooks Online account.
  2. Click the Help button.
  3. In the QuickBooks Assistance chatbox, select Talk to a human and choose I still need a human.
  4. Select Contact Us.

 

You can also check out this article for another way of reaching out to our support team and its support hours: QuickBooks Online Support.

 

As always, you can visit our QuickBooks Community help website if you need tips and related articles in the future.

 

Please also know that you can post your concern here in the Community. We're always around if you need any help. Have a good one, @Gfthomas.

Fiat Lux - ASIA
Level 15

Has anyone been having problems with tech support?

@Gfthomas  

I am not sure it was a legit number. 

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