While I appreciate you replying, should someone really wait for 9 hours to get support? If someone had answered our question this morning as quickly as you responded to this post, it would be a win-win for everyone. Instead, here we are with no answers and having to start a new chat attempt in the morning. It's just not good customer service. 

Quickbooks, I am an accountant with 15 years experience.  I have been on hold to your customer service for a solid hour while they are still trying to answer my question.  I am trying to upload 3 years worth of data via a journal import function which per quickbooks online advice exists (https://quickbooks.intuit.com/learn-support/en-uk/import-or-export-data-files/import-journal-entries...).  When I log in, this function is not on my profile.  Also I need to create JEs which again, the steps for QBO exist online (https://quickbooks.intuit.com/learn-support/en-us/journal-entries/create-a-journal-entry-in-quickboo...) and my profile does not allow me.  I am in accountant view.  My issue is that if your online help says that the functionality should be available to everyone, it should be available.  The online chat in person help assistant is awful and slow, and clearly is not being run by an actual accountant or someone who understands the software offering.  This isnt even tax season so there isnt a busy rush.  I am ready to cancel and move to Sage.  

@madeleinejgray1 

You are not able to import JE into QB Online US version and you will need an importer tool.

https://transactionpro.grsm.io/qbo

Consider switching to QB Desktop with the one time license instead.

Thanks, I think I am just going to switch to a service which does provide this. I feel misled by the quickbooks online posts showing they have this functionality... definitely reporting this to the BBB. 

https://quickbooks.intuit.com/learn-support/en-us/journal-entries/create-a-journal-entry-in-quickboo...

https://quickbooks.intuit.com/learn-support/en-uk/import-or-export-data-files/import-journal-entries...

Does anyone have any recommendations for accounting software with excel JE upload functionality?

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@madeleinejgray1 wrote:

https://quickbooks.intuit.com/learn-support/en-uk/import-or-export-data-files/import-journal-entries...

 

Does anyone have any recommendations for accounting software with excel JE upload functionality?

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@madeleinejgray1 

The link you mentioned is only applicable for QB Online UK version. You can see the flag icon on the top right of the screen. If you are located in the US and not interest to use QB Desktop, you may explore other options. Check your PM.

They are the ABSOLUTELY WORST customer support I've ever encountered!! Nobody knows anything. I'll ask the same question to a few different support reps and get a vastly different answer from each of them. We've run into so many issues with the software. But the latest, we have multiple budgets for the various funding sources that we get. We've tried to run the budget vs actual report for a specific budget and the report keeps sending back data that has all the balances for every budget we've entered. I called support and Ian P. tried to "help" me, said he was doing research on his end. Came back with this response "this feature has not been implemented in QBO." What?! This is a basic feature of any accounting software! How can you say this feature is not available when it exists in the system? I just ran the report, it's just not working the way it should! I knew I would get a different answer from someone else, but sucker for punishment, I guess. I reached out via chat this time and get Meraluna. She sends me various links that I've already followed about budget entry and imports. When I ask why someone would tell me this feature does not exist in QBO when it's obviously there, she just apologizes and moves on. Then I mention the multitude of different answers I and my team have been getting, she then abruptly leaves chat. These people don't know anything, they just punt you around because they don't have the accounting or software knowledge to answer your question, or give bad advice that makes the issue worse. We are beyond frustrated with QBO. We've had to spend money on outside consultants to help us out. We shouldn't have to do this. The software sucks, the customer service sucks even worse and I will be making a case to move us out of QBO. I do not recommend this software to anyone. What a joke and a waste of time!!

We are always aiming to make our customers feel valued, Apple.

I appreciate the time and effort you've spent with one of our chat support agents. I'll personally share your feedback with our Customer Support Team regarding this one. We'll be able to take action on improving our customer service.

I've come to help you in running the report with the correct data. May I know if you created the report on the Reports page? If so, you can run it on the Budget page instead.

If the issue persist, I'd recommend logging in to your account through an incognito window. This way, we can see if it's browser-related.

 Here are the keyboard shortcuts:

• Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox)
• Control + Option + P (Safari)

Once signed in, go back and access the budgeting section from there. If it works, return to your regular browser and press the Ctrl+Shift and Delete keys on your keyboard to clear the cache. 

You can also read this article to learn more about customizing a report: How to Customize Reports?

I've added this article about exporting reports for your reference.

I look forward to hearing from you soon. Don't hesitate to let me know if you need additional help. Take care always. 

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@AppleLa2 wrote:

The software sucks, the customer service sucks even worse and I will be making a case to move us out of QBO. 

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@AppleLa2 

You should convert your data immediately. Many options to explore in the market.

Why should I have to create a report that already exists?! Why can't I just get a straight answer, that this feature doesn't exist or this feature just flat out doesn't work. Please stop running us around in circles and wasting our time.

I've been on hold for 2 hours and they are giving inaccurate information, telling me different conflicting stories and now they are telling me that I must wait on hold for Tier 2 to chat with Dan B out of "online" to determine if my case can be escalated.  They are refusing to escalate the cased and Dan B is saying clearly he has no way of resolving doesn't have the correct information to help resolve and he won't escalate it.

Awful experience.

I'll ensure you get the support you need because I understand how precious time is for you, @UGH111.

I'm determined to improve your experience with our support. Providing correct information helps customers resolve the problem without a moment's delay. Escalating and solving your issue is my top priority here. 

I'm delighted to check if your problem has already been escalated. However, I'm unable to pull up an account like what phone support does since Community is a public forum. I know you've already called in, but I still suggest contacting our Customer Care Team again. Our experts can verify whether your problem has been raised to a higher level or escalate it again as needed. If you have the case ID handy, please provide that to our agents to quickly see the details of the problem. Doing so does not require you to reiterate your concern. Make sure to contact them within business hours to ensure a swift response.

Additionally, you're free to share your issue with me by leaving a reply below. I'm happy to provide troubleshooting steps and exact information to solve your concern. 

Furthermore, check out our QuickBooks Help Articles. This page contains steps on how to manage your business information, customer transactions, banking, and many more. 

Remember that you can always ask me about any topics or other processes within QuickBooks. I'm always ready to work with you again. Please stay healthy and safe, UGH111.

Hi the issue still isn’t resolved. Can I suggest rather than asking me to call back in you listen to the two hour recording from yesterday‘s call you’ll notice in the car I requested the issue to be escalated between 15 and 20 times and your representative Dan P said he was unable to do so he had to first have authorization from the tier 2 support team to pass me onto them even though he openly and admittedly acknowledged he had no idea how to solve the issue I had he then told me the tier 2 team was the only team who could approve his escalation of the issue there are so many things wrong with us asking me to call back in another time and be navigate it through that living hell of a customer support model is not the right answer  please review the recording of yesterday’s call and email me with an updated resolution that would be great thanks so much

Hi @UGH111,

Before we can accomplish your goal for today, may I ask for a few details about the call you have? A few information you can share help us determine and inform the department and review the escalation in question.
 

Keep me updated in the comments. Hope to hear from you soon. Take care and stay safe!

Sure, what questions do you have? 
have you looked for the recording of the two hour call with Dan B as a starting point?

Yes Intuit's customer service has been deteriorating badly over the years. Keeps getting worse and worse. Today's woe: couldn't register new QB desktop and it tells you call to do so. The robot who answers has hung up on me five times. Where is chat? Oh yeah, that's buried!

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@LindsayG wrote:

couldn't register new QB desktop

 

@LindsayG 

Can you share the screenshot of the error message?

I’d like to know why my scheduled phone appointment was missed by QuickBooks employee; Robert Straus? I had booked a consult with this person and he never called at the scheduled time. I used the email confirmation to try and to find out why I was stood up, and I got this response:

”Sorry about that, my 4 PM call went until 455 and I had another appointment at 5 PM. Also, it is my role to see if our bookkeeping service would be a good fit for your business or not and I noticed you are located in Canada. We are not able to sell QuickBooks Live to Canadian customers.

Sorry about that.

Sincerely, 

Robert Straus

QuickBooks Live Consultant | QuickBooks 

My Direct Phone Number: [Removed]

Email: [email address removed]

I’m very puzzled by this, and this shouldn’t be happening within a “big” company like this. This is sales 101…don’t miss your sales calls…it’s money going out the window! I couldn’t run my business this way, I’d be screwed if I did. 

This is an example of the poor service when can expect from corporate America across the board.

I get this message and I can’t even send it because the button doesn’t seem to be working and the contact us is just a knowledge based question and answer death spiral.

I cannot help but notice the age of some of these posts and the lack of addressing the issue. Apparently, spewing forth a bunch of "We value our customers..." propaganda is their idea of improving. We pay for these services. One of the features I use is allowing my clients to pay me through their invoices. QB has no issue charging me a fee for this, then holds onto the funds (and thereby collecting interest on them) until they are ready to release them to my account.

Their online and phone customer service is absolutely, and intentionally, confusing and uncooperative. The worst is an understatement.

I can understand one or two business days to hold my funds. But in this day and age, when Venmo and Google Pay make transfers within seconds, there is no excuse for this. I've already been suckered into a year's subscription with this unscrupulous company. I will not be extending my subscription. I'll be using Venmo or other apps to receive payments.

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@PayMe1 wrote:

I will not be extending my subscription. I'll be using Venmo or other apps to receive payments.

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@PayMe1 

You can use a 3rd party payment processor or merchant service to integrate with your QBO.

Yes and they force you into it.

It's a mad freaking dash to pump up profits, like any typical big corporation. They KNOW they have you by the _____ and it's a monumental task for us to switch. It's not like choosing a different place to fix your car. They have zero incentive to improve support. I can certainly imagine that upper management, concerned only with their profit sharing and bonuses, simply hand down the "right" rhetoric for the boots on the ground to parrot, but really... they don't care. They can't even take care of the customers they have, yet they are clamoring for more more more more customers. It's pathetic. I'd write the CEO if I didn't know it would be glanced at by some back office paper pusher and tossed in the bin.

Just finished talking with support agent, she definitely should be in customer services business. The experience is so bad, I changed my mind about joining QBO Advance Support services. I like QBO a lot, just the customer services sucks so bad. They emailed me a link with an article regarding the subject, then basically wish me luck to solve the issue myself. So sad.

@Dchang2259 

They emailed me a link with an article regarding the subject

What subject?