How to put in a good word for an OUTSTANDING support person?

Thank you for the compliment to our customer support, @charterwithcharl.

QuickBooks Online will send you an email survey every time you will talk to our Customer Care Team. You can leave a comment on that survey.

The importance of the Customer Satisfaction Survey is to gather our customer’s feelings, opinions, and experience about the quality of the products and services we provide.

You've got me here if you have any other questions. Have a good one!

I received excellent help from the Support team ([removed]) and greatly appreciated their help.  I completed the survey with highest marks.  However, I had expected to have the opportunity to give feedback on how your service could be improved, but none was made available.  The one thing that I found very problematic was the loud background noise and conversations that were constant when talking with Abhissek (spelling?)  If that could be remedied, I would say you have the best possible support service in the industry!  

I would like to do survey for case number [removed], but says time expired 

I requested a callback from Customer Service and was told I would be called in “27 minutes”.  After waiting for over an hour, I finally requested a chat session, which I just completed after 4 hours! The first three people I chatted with couldn’t really help me solve my technical payroll issue, continuously passing me on, over a 2-hour span, to someone else, as I got more and more frustrated.  Finally MARIO joined the chat and over the last 2 hours, he patiently and expertly helped me to solve my problem. However, because of the framework of your post-session survey, I wasn’t able to describe my frustration with the first two hours of chat AND give an Outstanding compliment to MARIO.  In a sense, I had two separate “sessions”, the first one being the usual waste of time, but the second one being unbelievably positive. In my mind, Quickbooks customer care has suffered dramatically since you went to non-telephone customer service and forced customers into online chats, which are frustrating, inefficient, and often unproductive if the isssue is technical. I have avoided using the HELP feature for that very reason and find the “COVID excuse” totally unacceptable.  When COVID hit, most companies beefed up their Customer Support team when they went to online-only communicatons; I suspect Quickbooks/Intuit did the opposite, based on my experience.  Back to MARIO:  if every customer service agent were as competent and patient as he, I wouldn’t hesitate to use a chat session to get help, and if it were possible, I would request his help every time. I hope my “dissatisfied” survey response can be amended to give MARIO the praise he deserves.   

I had two issues with two  separate company  files in my Quickbooks Pro Plus 2020.  I actually spent an entire day trying to resolve the issues.  An Intuit Technical Support Supervisor walked me through the process, remaining on the phone...even during a 3-way call to the financial institution that handles the bank feeds on one of the companies.  While we did not fully resolve the issue, I was satisfied and grateful for the continued support.

After following a few suggested steps I was back to a point that I contacted Quickbooks support.  Dawn M. Hernandez was the Technical Support Rep that I was connected to.  She was fantastic.  Dawn helped me resolve the balance of my issues and did so in a professional, comforting manner.  I can't speak highly enough and express my thanks to Dawn for her understanding and professional assistance.  Thank you Dawn M. Hernandez!

I'm glad to know that my colleagues were able to help you get back up again, @GBS1!

I'd like to say "you're most welcome" on their behalf. Also, please know that you can also post your concerns here in the Community. We're here to give you QuickBooks insights always.

Meanwhile, I'll be adding this handy article for more banking tips: QuickBooks Desktop banking.

Feel free to get back to this thread or post new questions if you need QuickBooks help. The Community is here to back you up. Stay safe and have a fantastic day ahead!

A couple days Iago I received the most outstanding support from Robyne.  She was so incredibly helpful and knowledgable that I was actually looking forward to giving her a stellar review.  

Yet I never received the survey email from Intuit.  It was case [removed],  and in an effort to shout from the hilltop how great Robyne is I am hoping that this message gets to someone at Intuit!!!!

Hello, @9130349863506776.

I'm glad to know that our support Robyne helps you with your concern. I'd also take note of this good compliment from my peer. 

You can leave a stellar review when you receive the email survey. And please check your email regularly, so the survey will not expire. 

I'd also provide an article that might help you in handling your business:

Help Articles.

Please remember that you're always welcome to post any concern here in the Community or call our support whenever you have questions on your account. Have a fabulous day!

How can I submit feedback on a support session? My link to submit the survey expired.

Hello @jpatonsmith.

I'm happy to see you back here in the Community.

To submit feedback to a support session, you can enter them after the chat/call is completed or an hour after the chat/call. When the survey link expired, we recommend contacting our Care Support team again to share your customer service experience.

Here's how:

1. Click the (?) Help icon in the upper right-hand corner of the Dashboard.
2. From there, select the Contact Us button and enter your concern in the description box.
   
   
    
3. Once done, select to start a Chat or Get a callback option.

Please note that the contact options available is based on the description you entered on the Help menu. You can also share your feedback or mention the support person's name here in the Community forum or thread so I can personally tell it to the agent.

In addition, you'll want to visit our QuickBooks Help page. From there, you'll see articles that may help you in managing your business.

You can also post a comment here if you have other concerns with QuickBooks Online or getting help about a specific feature. I'll make sure to address them. Keep safe!

I was sent a survey on Wednesday, June 22 based on a lengthy phone session with "Rae" - one of your support agents, regarding my QB Desktop Premier Nonprofit 2020 edition.  Unfortunately, I did not have time to respond to the survey before it expired.  However, I want to commend Rae for her professionalism, patience, expertise, and courtesy in helping me with the problem I was having.  After almost an hour and a half, all was well and I was able to proceed using the application.  How can I ensure that this commendation is credited to Rae for her excellent service?

Byron Chaplin

Servants at Work, Inc.  

[email address removed]

Hi, Byron!

I'm delighted to know that Rae was able to help resolve the issue you were having. She'd be happy to hear your commendation for her excellent service.

I suggest connecting with our Customer Care Support team using the below method. Then, you want to request for Rae or her manager to share your appreciation.

1. Click the (?) Help icon in the upper right-hand corner of the dashboard.
2. Select Talk to a Human.
3. Enter a short description of your concern and press Enter.
4. Click I still need a human.
5. Select Contact Us to connect with our live support.
6. Choose Get a callback.
   

You may also visit our Community Help website that shares helpful articles to read on topics like account management, banking, reports, and more. Just select a subject from the Topics drop-down menu. Also, please keep in mind that this is a public forum and I encourage refraining from sharing any personal or private business information.

It'll also be my pleasure to help you here in the Community if you need assistance with anything regarding QuickBooks. Have a wonderful day, Byron!

RE: Case 1587334225   (your survey program won't let me take it now. should leave it available longer - people work.)  Definitely wanted to make sure your customer rep is recognized.  I don't remember her name, but she was awesome!  She was intelligent, calm, personable, and went above-and-beyond to help me recover what I had stupidly deleted.  Couldn't thank her enough.  She is a wonderful asset to Intuit.  Your Customer Service is the main reason I would recommend your company.  

Thank you so much for your wonderful feedback, Susan1030

I'm glad to know that our support was able to help you with your concern. You can be confident that our team will continue to provide exceptional service to all of our customers who require assistance, including you.

Also, please don't hesitate to reach us again by posting your other concerns here in the Community. 

If you require other QuickBooks assistance, please return to this thread. We here to support you. Stay safe and have a wonderful day!

I was on the phone with Kim on 11/22/23 for over an hour trying to solve problems with my invoices. What an excellent customer service representative!  While the issue was not completely resolved, we did set up an appointment for Friday to hopefully resolve the issues we are having using QuickBooks with an iPad.

Kim is an asset to the Intuit family.

Thank you so much for taking the time to drop amazing feedback, Melissa7976. I'm glad our customer service representative did a great job in assisting you with your concern. 

Since you mentioned your problem was not resolved, may I know what specific issue you're experiencing with the app? 

In the meantime, allow me to provide you with some troubleshooting steps that you can use to help resolve your app's problem. 

To get started, we have to ensure the app version is updated. This way, we can determine that it has the latest available information to solve common issues. To do that, we have to:

1. Go to the App Store.
2. Choose QuickBooks.
3. Then, tap Update.

After performing the steps mentioned, we can also clear the app's data of the application to refresh it and remove errors that might be causing the issues you're having.

For iOS:

1. Go to Menu and click Help & Feedback.
2. Select the Refresh Data.
3. Press Refresh to confirm.

I recommend uninstalling and reinstalling the mobile app if the issue persists. 

Here's an article I'd like to share to help you check QuickBooks Online (QBO) app features available for your iPad device: Compare mobile app features.

Drop a reply below for additional information about the issue you're having. I'll be here to assist you. Have a nice day!