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toddbakerjr
Level 1

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

Poor support. How do you get to a manager?
14 Comments 14
IamjuViel
QuickBooks Team

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

This is not the service we want you to experience, @toddbakerjr.

 

I understand the impact of any delay in resolving your concern. That being said, let me guide you in scheduling a callback through the Help icon and request for a manager to call you.

 

Here's how to contact them:

  1. Click on the Help button.
  2. Select on Contact Us.
  3. Enter your concern on the How can we help box.
  4. Click on Continue.
  5. Choose to Get a callbackundefined
  6. Enter your contact information. 
  7. Click on the Call me button. undefined

Just a heads-up, we've made changes to our operating hours. You can request a callback from one of our representatives or use our live messaging option from 6:00 AM to 6:00 PM on weekdays and 6:00 AM until 3:00 PM on Saturdays. You can read through this article to learn more about the schedule of our available support: Support hours and types.

 

I'm also taking notes of your experience and improve our services in the future. Keep me posted on how your call goes by leaving a comment below. I'll be here to help in any way that I can.

IamjuViel
QuickBooks Team

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

Hello there, @toddbakerj.

 

I'm here to make sure that your concerns are addressed. Were you able to get a hold of one of our Technical Support managers using the steps I've shared?

 

 I can provide further assistance if you encounter any issues with this. Wishing you all the best.

nslag
Level 1

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

That never gets you to a supervisor.  Also takes you directly to a payroll person.    I need  a supervisor.  I have signed up for live bookkeeping clean up.   No one has called back. Very unhappy I have lots of questions and no answers.

Jen_D
Moderator

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

Thanks for getting this to our attention, @nslag,

 

We want to make sure you're able to get your issue resolved and have the best support to help you with it. To request for a supervisor call, we need to refer you to our Live Support Team, since we're unable to view or open your account in this public forum.

 

All calls are directed to the Tier 1 support, so once you get a hold of a live representative, you can request for a supervisor onset of the call. They can look for a higher support to help you further with your technical concern.

 

You can provide the case numbers of your previous calls to help them track the issue. 

 

Just in case, I'll be adding the steps to get a support representative for reference. 

 

  1. Go to the Help menu then select Contact us.
  2. Enter the keyword Payroll Account Management and Billing in the What can we help you with? box.
  3. On the next screen, scroll down to the Choose a way to connect with us section.
  4. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.
  5. When using the messaging option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you after filling in the information needed. See this:

 

 

Kindly update this thread after contacting our support. I want to make sure this is taken care of and I'll be right here if you need anything else.

Fiat Lux - ASIA
Level 15

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

@nslag 

Consider another bookkeeping service.

melissavalentina
Level 1

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

Yes, I have been working on a problem for 4-5 days. It seems that when a rep does not know how to fix it, they put you on hold and never come back. Asked for a manager - was told I can only talk with a manager if it's about performance. Just got disconnected again. Because I have nothing else to do than to sit on hold for over an hour to get disconnected. 

Rose-A
Moderator

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

Hi, melissavalentina. I'm here to help and ensure that your questions are addressed accordingly.

 

For me to be able to provide you with the right issue resolution, could you please tell me what specific issues you're facing in QuickBooks? I want to make sure I've got you covered.

 

It would be best if you can send me a screenshot as well. Any additional information would be highly appreciated.

 

In the meantime, you can always visit our Help Articles page for QuickBooks Online in case you need some reference for your future tasks.

 

I hope you can respond to me on this post so we can work with your concern together. Please know I'm ready to assist further. Have a good one.

melissavalentina
Level 1

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

The account that I have been paying for is company ID: [removed].
The old account that I cannot get off my laptop is [removed].  I cannot get to the current account because this account keeps showing up as default and I cannot get around it.
melissavalentina
Level 1

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

The account that I have been paying for is company ID: [removed].
The old account that I cannot get off my laptop is [removed].  I cannot get to the current account because this account keeps showing up as default and I cannot get around it.
Why do I get an email that I cannot respond to?
Kevin_C
QuickBooks Team

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

Thank you for providing additional information, @melissavalentina. Let me clarify a few things about your accounts in QuickBooks Online (QBO).

 

If you have a few QBO accounts, let's make sure to enter the correct credentials for your new account on the sign-in page.

 

We can also perform some troubleshooting to see if this is a browser-related issue.

 

Let's first access your QuickBooks account using a private browser to isolate this concern as browser-related. You can use any of these keyboard shortcuts to open a private/incognito browser:

  • Mozilla Firefox / Internet Explorer: Press CTRL Shift P
  • Safari: Press Command Shift N
  • Google Chrome: Press CTRL Shift N

Once you're in the Private / Incognito Window, sign in to your QuickBooks Online account.

 

If it works, you can go back to your original browser and clear the cache. Alternatively, you can use other supported browsers

 

If the same issue persists, I'd recommend contacting our QuickBooks Online Support. They have the tools to verify your account and perform a screen share to get to the bottom of this. 

 

Additionally, you can visit this article if you want to have a copy of the data from your old account and also see this article to learn more about what data you can import to QuickBooks Online.

 

If you need further assistance in accessing your QuickBooks Online account, please leave a response below. I'm always here to help. Have a good one. 

melissavalentina
Level 1

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

The issue is that I cannot get onto my current account on my laptop. I have contacted support nearly every day this week. When they can’t figure it out, they put me on hold and leave the call.

The problem still exists. I cleared the cache and did all the other steps. The problem still exists.
 
Fiat Lux - ASIA
Level 15

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

@melissavalentina 

Did you encounter this issue on any private/incognito browser?

melissavalentina
Level 1

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

Did this again, this is what I did several times last week and requested a manager. The rep would not connect me. Please tell me how to get in touch with someone in your company who can resolve this issue. not acceptable.

ReyJohn_D
Moderator

How do you get a QuickBooks Support Manager to follow up with Support. The technicians can't seem to do their jobs after multiple phone calls. On with one now.

Hello there, @melissavalentina 

I hear your sentiments. Joining this thread to inform you that one of our admins reached out to you via PM about your issue. If you still have more queries or concerns, please feel free to continue the conversation there. They'll provide details on what to do next for a timely solution.

You're always welcome to post in the Community. Take care!

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