Is the the worst support ever and the worst company to care about its customers or what ! ? ! what's an alternative to this garbage ?

Hey there, @metroA.

This isn't what I want happening to anyone when reaching out to our support. It's my priority that we get your issue resolved and get you back to business. If you need assistance with your QuickBooks, I'll be more than happy to help in any way that I can.

Feel free to ask your questions here in the Community. Have a splendid day.

I've been trying for 2 months to set up my state taxes for payroll , numerous calls and messages to support and still not resolved ! been on hold for over 2 hours at times then they hang up ! horror stories ! 

In the last few hours I started to ask  does anyone else think this is the worst company for support.  Then I came across this thread.  Wow, I was a Director of Customer Support for a fortune 50 company.  I would have fired this entire group.   What is the first question a customer asks?  How do I get in touch with a customer support person.  Just try to find a number for Quickbooks support, They send you to all this online BS, and text messages that have nothing to do with your question.  HORRIBLE!

You got that right, I've had enough of them stealing my money.

Couldn't agree with you more, I'm done with them stealing my money.

I agree - i have never encountered a more incompetent group of people than intuit customer support.  No phone number, you ask a specific question, and you get some generic copy and paste "thank you and we appreciate you" and then they ramble about irrelevant BS.  it boggles my mind that this company was able to grow to the size it is.  

Tried for 2.5 hours today, on chat help to resolve an issue where QBO charged a client $2,500 without any authorization, we hd no outstanding billing for them, but for some reason they collected it from their CC. it was deposited in my bank account but not before QB deducted their $85.25 cut.  This is  madness that I cannot get someone in billing to reveres the charges and apologize to the client.  Its fraudulent, maybe even criminal. but they offer no help in resolving this. ( talked with 6 different people (chat bots ) tried the "call back" feature 4 times. ZIP, NADA, nothing.  I am instructing our client to contact the credit card company and file a fraudulent charge claim against them and reverse the charge.

Has any body else had this issue, should we all band together an file a class action lawsuit for misrepresenting customer service availability?

Mark D, in Dallas

Hi @mdoba,

This must be a challenging experience for you, and I'd like to redirect you to the best support group available to get this addressed right away.

Regarding your billing issues in QuickBooks Online (QBO), I highly recommend contacting our QuickBooks Support Tear again. I understand that you already contacted them before, but they're the best support group to handle billing issues in QuickBooks. This way, they can check your account in a secure environment and provide detailed information about the charges.

Also, please know that the option to reach our support team is via chat. Thus, the Callback option is already unavailable. You can also check out this article for the available support hours: QuickBooks Online Support.

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

Please touch base with me here for all of your QuickBooks needs. I'm always happy to help. 

Dear MARYLAND T

None of your suggestions works for getting to speak with a live person, Your comment that no investigation has been started i patently false, as at least 2 of the chat room people started investigating and were unable to figure out why there was a charge but did not have the clearance to go any further.

All you do is send people on a carousel of chats, bots, and non-existent callbacks that resolve nothing.

When do I actually get to speak to  person in authority that can solve and correct this issue?

Mark D

Absolutely the worst support I've ever experienced.   They make it so hard to even get in touch with support, hidden in layers and layers of pages, hoops to jump through, just to talk to someone over seas who has no clue what he/she is doing!  I could understand if their products were bargain basement priced, but they are expensive, and this is what you get.  Total crap!  Looking for an alternative asap.

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@smbarrus wrote:

Total crap!  Looking for an alternative asap.

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@smbarrus 

There are many options in the market including the free one.

Intuit support (and their software itself - turbo tax business, TSheets, QuickBooks Time, and QuickBooks Online) is absolutely horrible. As a result we will be transitioning 150+ clients to an alternative software solution. Between the constant software errors to the non-existent support, this company should be put out of business. If you're even lucky enough to get to a human when contacting support, the call drops every time and they don't call back. We have 25+ clients that can't even activate their software because activation window just stays blanks. What a joke!   

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@dman999 wrote:

As a result we will be transitioning 150+ clients to an alternative software solution. 

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@dman999 

Contact us to purchase our conversion service.

As others have said, the worst customer service. Thirty minutes on chat, and it disconnected when she said she was transferring the chat to a different department  Then called phone support, and the woman said she needed to get the issue information; again, she said she needed to transfer me. Now on hold from the person to who I was transferred, who is saying that the case needs to be escalated.  One and half hours to only reschedule a Book Keeping Live appointment. 

Awful, awful customer service. Now, after an hour and a half, I am to wait for someone to call me. 

Hi there, museguy.

This isn't the type of experience we want you to have, and it could have been better. Please let us know if you haven't heard back from our support team. Our goal is to always provide you with an exceptional experience.

Don't hesitate to leave a comment or post in the Community for other concerns. I'll make to check on your response. Take care and enjoy your day!

And ? You are not offering any solutions, just more of the same. 

Yes, the person called and told me I was welcome to call the support phone number.  You do not have a ticket system for issues; you do not have a way to escalate issues, so management knows of issues. You do not train your contractors on the phone system. You do not have a hierarchy for the phone system. I have emailed both the CEO and the COO neither replied. You have a corporate culture that is not customer oriented. 

Since you have blocked my ability to respond to your comment 

And ? You are not offering any solutions, just more of the same. 

Yes, the person called and told me I was welcome to call the support phone number.  You do not have a ticket system for issues; you do not have a way to escalate issues, so management knows of issues. You do not train your contractors on the phone system. You do not have a hierarchy for the phone system. I have emailed both the CEO and the COO neither replied. You have a corporate culture that is not customer oriented. 

I am literally going to loose it with this company's support.  The program in itself is very easy to use and everything goes fine until you actually purchase a company that uses this system and have to change the primary contact and admin.  You get sent to a black hole where you open up a ticket it gets close without you actually replying so I opened three to four tickets because they did not let me reply to the ticket.  The final straw was when I opened up ticket and the link below was an error that none of use here or even my off site guy could understand so was not allowed to upload the documents needed for my issue.  The girl at support finally asked me to go through a different route to upload my documents since the link was not working.  I uploaded the final documents request and thought Oh yes finally my issue will be resolved.  I come in the next morning to find an email from their support to upload the documents to the same place where their link is not working. Argh at this point I am not sure I will recommend this company to anyone. 

This is the absolute truth.  We have tried to contact support three times today.  This time I've only been on "hold" for 1-1/2 hours.  What a complete waste of time.  They don't care if you get any issues resolved. Their "upgraded" online system is very limited and is not user friendly.  With their inatiblity and/or unwillingness to support their product our company is going to vote with our feet and get rid of Intuit very shortly.  I would not, and will not, suggest Intuit for payroll to anyone looking for assistance or support.

I cannot add or change a deposit using ios app. Loading locks up on second attempt at editing deposit. Used to load but drop down lists were blank but data was there and could be selected. This was replaced by consistent load error. Connard Luper, [email address removed], 918 801-3789