Question

Has anyone else experienced really bad customer service from support?

Forum|Forum|5 years ago
January 6, 2021
26 replies
65 views

No text available

QuickBooks Online

Level 10

This is not the service that we want you to encounter. Part of my job is to ensure we're able to assist our customers properly in a manner that your experience is marked as outstanding.

That being said, I'd like to look into this for you. Can you provide some specifics regarding the issue? I want to help and ensure that your questions are addressed accordingly.

In the meantime, let me share some resources that you can browse and use as a reference in managing and navigating around your QuickBooks account.

Video Tutorials for QuickBooks Online - You can watch videos that can help you perform the most vital features of the program.

Small Business Webinars and Trainings - Join our live QuickBooks webinars for more in-depth knowledge on how you can maximize the use of QuickBooks to manage your finances

The QuickBooks Blog - You can visit this page so you'd be updated on the latest product updates and feature releases.

I want to make sure I've got you covered. You can click the Reply button below to add some details. I'll keep an eye on your response. Have a good one.

P

pwhite9279

Yes and now I can’t get in touch with anyone at intuit

M

MirriamM

QuickBooks Team

Hi there, @pwhite9279.

I'm taking note of the feedback regarding the experience of the company you're helping with about the ProAdvisor they hired. I encourage sending a message to this ProAdvisor or submit a rating of your experience, and also do some clarifications. They can do this by going to their Profile.

Also, to assist you further, can you add some details about your Chart of Accounts? For me to provide the best resolution for you.

In the meantime, you check this resource to help you get ready during tax season: QuickBooks Online Year End Prep and Resources.

I'll be looking forward to hearing back from you. Have a great day!

P

pwhite9279

Thank you . The company the pro advisor works for sold QBO to them for half price and they don’t want to give up that deal so they’re trying not o make them mad. Repeated emails and calls to the pro advisor have been unanswered .

my immediate question is : if I change acct number on transactions, will that mess anything up? The pro advisor left the COA a mixture of this company’s COA and the COA automatically created by QBO so postings have hit accounts from both .

on bank recs, we have acct linked to our bank but the auto download of bank transactions doesn’t work. The pro advisor told the ofc manager she couldn’t get it to work but no further explanation. What all do I need to check to try to get this to work ?

I think they’d benefit from sub accounts and tags but I’d like to speak to an expert about this .

I also think recurring entries should’ve been set up but they weren’t . so I’m going to need to do that too.

I had posted a previous question asking if there’s a way to recategorize all lines of a paid bill . The batch options weren’t available to me .

how do I see what version they have ? Do updates occur automatically and how do we know if there’s been an update ?

beginning balances aren’t all in so that’s gotta be done .

ive got to try to help them determine year end entries they need to make such as booking depreciation and interest .

we’ll need to close the books and they’ve never closed them so I need to speak to someone about that .

id like advice on what order to do all the tasks in.

we can’t find where we are off on October bank stmt and need assistance with that .

they’re doing a LOT of double work by entering data into QB then in excel so I’ve got to figure out how to get data out of QB into excel OR how to write custom reports from QB that will meet their needs.

I plan on becoming a pro advisor myself and would like to speak to someone about the best plan to accomplish this . I have a Bach degree in accounting and 25 years experience in accounting and accounting software systems but have never used QB until now . Their pro advisor kept telling the office manager to ‘read the manual ‘ rather than providing training which I DO NOT agree with , so theyve been performing tasks and not understanding they need checks and balances in place to check their work .

The way they’re creating monthly rental invoices seems bizarre to me so i need to speak to someone about this too.

how can I get time scheduled with an expert at intuit ?

thanks in advance for all your help

H

hoosierandy

yes, in fact I cannot THINK of a worse customer service organization.

A

assetmgr

we deal with countless software and other data information vendors. Literally there is no single company with as poor service as Intuit. Literally I think the DMV or the post office offers better customer support. They have ruined our payroll compatibility, messed up billing, screwed up direct deposit and there is literally no one to speak with. Ever. We are desperately looking for an alternative to Quickbooks desktop and payroll. Would love to hear any ideas. Has anyone worked with NetEase?

Fiat Lux - ASIA

Level 14

@assetmgr

Consider switching to a 3rd party payroll service to integrate with your QB Desktop.

L

laserguy

Yes I just did. My 2020 Desktop Pro ceased working. It will not open and if by chance it does it has no functionality. It can take 1/2 hour to register such an event as entering a date. I worked on this problem two days - used Intuits fixit programs, uninstalled and reinstalled software. Finally, at the end of the second day I had it working. I saved a backup and closed. I returned today to do payroll and the problem was back. I worked on it until 3pm at which time I called intuit. I spoke to an agent and she spent 3 hours repeating all that I had already done. At the end she said it was not something she was able to handle and it needed to go to Tier 2, which I would have to pay for. She offered me the plans and said that they would fix this 1 time for approx $75m or I could by a longer plan, i've been using QB for 20 years and never encountered a need for support so took the 1 time plan. I waited on hold for 45 minutes until the agent was available. I explained I didn't have functionality- couldn't operate the program. He asked what I was trying to do . I told him payroll. He said payroll was not his issue. I tried to tell him payroll was not the issue but he ignored me and said he would find a payroll specialist.

The payroll specialist came on line. I explained the problem. He said that is not a payroll problem. He apologized took my phone number and said someone would call me back in 5 minutes. It took 20 minutes but someone called back. I explained I was supposed to be talking to tier 2. She put me on hold. The connection broke.

I called intuit back. The agent I spoke with Ryka B from technical support listened to my situation and then informed me that I had purchased the 1 time support fee that entitled me to talk to one agent on one phone call and since I had already talked to 2 agents I used my support program. Tjhat after 5 1/2 hours. I refused to accept that and she then informed she couldn't get me an agent anyway because they were closing.

She took my number downand said she will call me tomorrow at 2:30 - which I'll be surprised if she does and if she does I'm not expecting it to be a smooth experience based on today's inability to get anyone the program doesn't work.

LieraMarie_A

Level 8

I'm sorry you've had to deal with this, @laserguy.

I appreciate you for performing the troubleshooting steps in resolving the issue. It's our priority to ensure that all concerns are being addressed right away.

There are several possible causes why the program stops working. You may have a damaged or missing QBWUSER.INI file. You can resolve it by renaming the file. By doing so, it erases the list of your previously opened company files. You will need to re-open your company file manually.

Here's how:

Open the folder where the QBWUSER.ini file is saved: Users[Your user name]AppDataLocalIntuitQuickBooks [year]
If you can't see the folder, you might need to enable hidden files and folders.
Right-click the QBWUSER.ini file and select Rename.
Add .old at the end of the file name (as in QBWUSER.ini.old).
Rename the EntitlementDataStore.ecml file.
Reopen QuickBooks Desktop.

If the program opens after you rename it, try to open a sample company file. If the issue continues, you can follow the additional steps outlined in this article: Solutions for When QuickBooks Stops Working.

I'd also appreciate it if you could keep us updated after the call tomorrow. The Community is always here to help in any way we can.

L

laserguy

I have responded to this 2 times and neither time has it appeared. I never heard back from myra. I found a way to fix the problem myself. My question is how do I get a refund for the support event I paid for but never received. See initial post.

R

rkloos

Yes,

I find that I'm having HORRIBLE customer service this year, to the point that my books got so messed up after following the advice of three different people (because the first one made a big mistake), that I had three years' worth of transaction in my transactions feed, in triplicate, the majority of which had already been reconciled. I wasted hours trying to fix it and now it's still not quite right. The last agent actually really didn't appear to know what she was doing, with a lot of maybes" and "shoulds." I'm actually afraid to get more "help!" Another issue is that I'm trying to connect to my Service and Support Specialist for payroll, but no one can tell me where to find the link to set up an appointment. I'm using an iMac, and have seen the link before, but cannot find it now for some reason . The advice I get is to use a different browser! I KNOW the link is buried somewhere in the software, and one would think customer service could help a customer. The other responses I get are to basically pass me on to someone else. I'm sorely disappointed in Quickbooks online customer service.

K

Kevin_C

Moderator

Thanks for joining this thread, @rkloos.

I've got you covered. We want to ensure that we're giving you the correct steps to answer your question.

Can you please provide us with some additional information or screenshots of your messed-up transactions in QuickBooks? I'd be happy to provide you with the exact solution that you need.

Also, you can check out this article to connect to your support specialist, scroll down, and select the specific Payroll version you have: Contact Payroll Support.

I'll keep an eye open for your response. I'm always here to help.

L

LAP72

Horrible. I tried chat, took forever to answer 1 simple question. Called customer service and couldn't understand her and did not even want to take the time to look into the 1 question. Asked to speak to a supervisor and I'm yet to receive a call back.

S

SarahannC

Level 9

I wouldn't like you to feel and experience this, LAP72.

I know you're putting so much effort and time to get your issue addressed and resolved. I'd like to help you out right away. Still, I need to gather more details about it.

Please let me know your specific issue by commenting below. I'll do my best to resolve it and might share some relevant articles on doing that particular task in your QBO account.

Visit again anytime. I'm here to help you.

C

CapitalSCAM

I received an offer to apply for QuickBooks Capital. Once I applied, a follow up request for information from the online chat box from the Intuit site came.... IN FRENCH! Immediately, I started to inquire if this was a SCAM. A couple of off shore representatives and much frustration later... no resolution. I would like to know if my accounts (including the bank accounts) that Intuit has access to are in harms way. Thanks!.

Angelyn_T

Moderator

The safety of your account is our top priority, Capital. Let me help you verify the follow-up request for information from the online chat box to secure your data.

Suspicious chats or messages can sometimes be a scheme to get you to share your information. These scams come in different forms but often look pretty convincing. I want you to know we never ask for your info through chat or email.

For now, you can report your experience following these steps:

Go to this link; https://security.intuit.com/.
Click Contact Us.
Look for Report a fake email (or phishing email) and click on it.

You may also contact support to check your account and verify this information further.

Sign in to your QuickBooks Online (QBO).
Go to the Help menu, then choose Contact Us.
Enter a short description of your concern.
Choose a way to connect with support.

Moving forward, you can take note of the following to spot suspicious phishing emails:

We never ask for your info in an email.
Our emails will always come from an email address that ends with @intuit.com. It also includes @e.intuit.com.
Any link we send you in an email will always be for an intuit.com address.

Additionally, you can run through these resources that will help you identify official Intuit correspondence and websites to secure your data:

Moreover, you can learn more about QuickBooks Capital and how it helps you and your business from this link: What is QuickBooks Capital?

If you require additional help while handling your data or managing QuickBooks, please let me know by leaving a comment below. I'll be right there to help you whenever you need it!

J

Just_me

Level 3

@Angelyn_T No one said it was an email. They simply stated it was FROM THE CHAT BOX on Intuits site.

Also, you should seriously look in to what Phishing is. They use the SAME email address that you say is from Intuit. STOP telling people that an email ending in @intuit.com and @e.intuit.com.or links ending with intuit.com are how to tell that it's real. SCAMMERS are using the EXACT same thing.

@CapitalSCAM Use your best judgement. If you don't feel right about it, it's probably a scam. If you can't get a straight answer, it's a scam. If Intuit/ QB doesn't know, It's most likely a scam.

A lot of scammers seem to be working for Intuit, and they know it. Be careful who you choose to trust.

L

Ljackson1

Yes! I have gotten calls to help me about 25 times in the first month after migration and only 3 of them resolved my issue and were extremely helpful. the other 22 of them didn't know any more than I did, were in another country and did not speak or communicate well. I have wasted hours, days of my work time trying to get help with no results. THE WORST CUSTOMER SERVICE BY FAR!!!

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