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@Howie401 wrote:

Quickbooks was designed by Russian IT experts to sabotage U.S. small businesses and completely stress out all U.S. users.   

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Really? Any solid reference?

In the history of customer service and product delivery no company stands out as far as QuickBooks for overall ineptitude, they seem to actually hold their customers in contempt. The quarterly corruption of your file so an upgrade of some manner can be sold is criminal. You are simply the most problematic aspect of my professional life.

You should be embarrassed to be associated with this conglomeration of inadequacy.

I love starting the day with a good laugh!  I started using QB for a couple of very small entities many years ago when it seemed miraculous and was reasonably priced.  The end of my accounting business to too near to convert now.  Our hope now is at the pearly gates God will say "You have been punished enough." 

I too have been on the phone off and on today for 5 hours and 5 or 6 different people who ask for ALL my information and then go through the same steps I do before I contact them and then with everyone I speak with!  This last one was just too much.  She did not have a clue as to what she was doing.  I can't get the payroll taxes to calculate so that I can pay them.  This is the 2nd time it has happened.  She seriously had me bouncing all over to things that didn't matter.  She wanted me to click on the Quarterly amounts that are accumulating through March so I asked her why?  She actually thought that was what I needed to pay! The last straw is when she pointed out previously paid payroll liabilities and asked me what they were!  

I do payroll for 2 other companies and have never had this issue with those.  Why can't anyone get what I am trying to tell them!  I would also appreciate speaking to someone in the United States.

It’s actually shocking. I’ve never experienced such terrible customer service in my entire life with any organization. I’ve really nailed down their science. They try to time you out. They wait 5-8 minutes between their chat responses, and answer vaguely, assuming they’ll eventually time you out where you have to walk away from your computer. I committed to 2 hours tonight after being timed out so many times. I stayed by my computer for 2 hours waiting through all the 10 minute response delays, and yet after two hours nothing was resolved, no help provided, no option to escalate- nothing. The person I was speaking to clearly had no idea how to use QuickBooks. He/she didn’t use complete sentences. It was unbelievable- but then again, not really, more the norm. I am desperately seeking a new book keeping software for my 6 companies because QuickBooks support for simple issues is so horrific I can not justify utilizing them any longer. 

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@Anna Dey wrote:

I am desperately seeking a new book keeping software for my 6 companies because QuickBooks support for simple issues is so horrific

 

@Anna Dey 

What kind of simple issue did you encounter? Are you using QB Desktop Enterprise?

I have QuickBooks Online. When I connected my Company Credit Card, it, for some reason, listed each of my 3 Manager Authorized User cards as separate accounts- even though of course all the cards are for the same account. Transactions come through to QuickBooks on those cards, but when I pay off the card each month, it'll say that MY card has a balance of negative $11k, because the payment went through, but none of the transactions made by any authorized user cards went to it. I can never reconcile the card in QuickBooks because none of the authorized user transactions show up, and obviously I get one, and only one, bank statement for this one credit card account, despite QuickBooks showing I have 4 accounts (one for me, and one for each of my 3 authorized users). I waited for two hours to be told literally not one thing- no exaggeration, not even any small attempted fix- and then this morning woke up to an email on how to merge the accounts, but it didn't work because it said you can not merge accounts linked to Online Banking, which I told them these were the entire two hours last night. And just to add insult to injury, when I responded to the email explaining that this fix did not work, I got a "NO REPLY" email saying I had no case number and could not reply. 

Thanks for bringing this up and sharing your experience in the QuickBooks Community, @Anna Dey.

This isn't the kind of service we'd like you to experience. Having said that, let me help address your banking concerns in QuickBooks. 

To better understand the situation, can I ask you some clarifying questions? That way, we can provide you with the right response to fix the issue. 

First, are those 3 other accounts connected to your real-life online banking too? Are these sub-accounts to your main account? How many of these accounts are connected to QuickBooks?

Can you verify to us if the downloaded credit card payment isn't a part of your credit card charges? You might have an overpayment that's causing a negative amount in your bank account. You can also clarify this one with your Financial Institution. 

Please add your reply to this thread. I and other users in this thread are always ready to help you. 

Hi there. Yes- the 3 account are connected to real-life banking. Here's what initiated me reaching out to QuickBooks support:

I noticed that my "Balance in QuickBooks" and my "Bank Balance" were off significantly for my Business Credit Card. I thought this was odd, since I'm a brand new business, and I began to reconcile the card in QuickBooks. It was very easy to immediately realize that all the transactions made by my 3 Authorized Users were missing, and only my transactions were coming through the Online Banking connection. Therefore, when I paid off the card in full, it would say my balance was negative $10,000 (because it was missing the $10,000 in transactions that our authorized users had accumulated). 

I thought to myself- okay, easy fix, I need to go to "Connect Accounts" and make sure all cards are connected, and sure enough I saw the Authorized User cards were not connected to Online Banking. I clicked each of them, and thought problem was solved. Unfortunately, that was not the case. Now I have 4 cards total- my 3 Authorized User cards and my 1 Main card- all being recognized by QuickBooks as separate accounts, though of course they're all one credit card account. I can't reconcile my main card because all Authorized User's transactions continue to populate to their individual cards, and when I pay the card in full, it only populates the payment to the main card, making the Authorized User cards have balances in QuickBooks and the main card show a negative balance in the thousands that just keeps growing. It's a mess. I only have ONE account. I just happen to have Authorized users on the account because my Managers have to be able to make purchases daily. To me, this is very straight forward and simple. I tried merging the accounts and it said I could not do so because they're connected to online banking.

Please do not insult me after HOURS of attempted support by insinuating that the mismatch is due to me overpaying my credit card. I pay it in full, to the penny, every month. The "Bank Balance" is accurate, it's the "QuickBooks Balance" that's wildly off, due to the exact reason stated above. I do not need help diagnosing the problem. I need help with why QuickBooks did it this way, and how it can be fixed.

Good luck to anything at Intuit getting a "Cheer".  I have received emails saying Error 102 was fixed, but the bank hasn't worked for over 2 months.  It appears it has been longer for many other users.  "Oh, you can use the manual feed."  Sure, but it drops about 30% of the transactions AFTER they have been accepted.  QB was once a great product.  It is now trash.  The only thing it has going for it is - it is better than TurboTax. 

I have been using QB for 17 years and over the last few years the service has been hit or miss.  I'm at the point of looking for another accounting software.  This is unacceptable!!!

I find the customer service absolutely terrible most of the time - I am beyond frustrated - please let me know who we can switch to and I will spread the word here in Southern California,.  I am so sick of this and haven't got the time!

It is!! It’s HORRIBLE and horrendous. Truly. I just got pushed to another phone number to call and then when it picked up, it said “we’re having trouble routing your call, please visit Quickbooks.com” and it hung up!! No joke. It’s always been the worst. They use a foreign service of course and they’re all nice but it’s just terrible. Ugh QB. So sad you can’t get your act together!! 

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@janettelabella wrote:

I have been using QB for 17 years and I'm at the point of looking for another accounting software.  

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@janettelabella 

Which version are you using now? QB Desktop 2005 Pro? 

You can migrate data to QB Online or another cloud based accounting app, and purchase a 3rd party conversion service.

They just don't care. I mean what are the odds of someone leaving and switching to some other company after say 10 15 or even 20 years(me). They know they have you stuck. Just like when they give new customers savings of 4k$ for their first year and I'm over here paying 5k$ every year for 20 years. My customer rep yesterday told me there's no loyalty to their customers and I truly believe it.

They don't care if you leave. I've been using them for 20 years also and they want me to keep paying 5k a year to renew while new customers get the same package for 4k less. I hate quickbooks customer service.  Your loyalty means absolutely nothing to them. 

hello, im just here to say intuit and quickbooks is the worst part of my business. the products are broken and the customer support just plan sucks. I get more figured out in less time searching the internet for answers than calling CS. 

Because of Intuit and Quickbooks I quit taking quickbooks and bookkeeping clients. Yup. I used to offer book services but the lack of support and software problems was too much for me to handle. Now my biz just 90% taxes.

Every year or so around tax time I find this thread and other familiars because I have to deal with QB issues and the CS is still bad and the SAME problems are still happening. 

QBO Intuit is the worst company and software I've ever had to work with. 

I just spent a significant amount of time talking to Ryan in Customer Service. The issue was not resolved. I have to have my boss receive a call so we can make a change to a number I provided in the first place. Since my boss does not use QB, I will need to stand next to him and provide him any and all "verification" and account information needed. Since I was unhappy with the service, I asked about having a link to a customer service survey. Ryan told me there there is no such link. However, I have taken surveys before from QB so I am surprised they do not have a link for customers to fill out, especially since we are being told customer service and improvement is important to them.

Hello there. Welcome to the QuickBooks Community.

I wish I could make things better for you and your boss (the master admin of the account). That's why I'm here to share further details about this.

I see where you're coming from because the master admin sometimes has nothing to do with actually running the QuickBooks account. However, for security reasons, the support representative needs the master admin's permission to make any changes to the account.

On the other hand, support representatives don't have a way of sending or providing you the link for the customer service surveys. They are sent out automatically once your case is closed and resolved. 

Also, to further guide you in managing your QuickBooks account, I'd recommend checking out one of our Help pages: Account Management. It includes topics about subscription and user management, data and security, and company information to name a few.

Please know that you can always get back to us here in the Community if you have any other concerns. I'm always ready to help. Take care, and I wish you continued success. 

Honey - Don't waste your time. Survey means nothing. They don't care. They have zero organization or customer support skills or knowledge. Don't waste your Boss's time with a call. The level of incompetence and just plain ignorance about the product will do nothing but frustrate them beyond belief. 

Quickbooks customer service is beyond terrible. And you pay for "extra" customer service, I was convinced by an advisor of Quickbooks to pay more and I would have direct customer service and it is even worse. I am being charged everywhere and no answer in months - hours of hold on calls with salespeople of QB that do not advise the best on the business but the best on them. It is a shame, of an accounting platform in the USA.

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@silvanara wrote:

Quickbooks customer service is beyond terrible. And you pay for "extra" customer service, I was convinced by an advisor of Quickbooks to pay more and I would have direct customer service and it is even worse.

@silvanara 

How much did you pay?

Hi, silvanara.

I'll take note of your experience to the concerned team so we can submit proper feedback to the management team.

I understand that you've been calling us several times, but all accounts-related issues like, charges/fees are better addressed by them. So, I suggest contacting them so they can review your account and provide details about the charge.

The Community is always here to listen with what you have to say. I also look forward to helping you out in the Community space.

I am just wanting to reach out to someone that may be able to actually understand the frustration that your customers have because of the lack of customer service clearly no matter which program your customer runs. I am a QBO Advance customer and I have been one for several years now transferring from QB Desktop and I have not been able to get a single issue resolved by QB. I have called the support number and I have done the whole chatting with the QB specialists. I don’t understand how there is never a resolution to the problem with QuickBooks. Every time I have an issue they want to tell me to try using a different browser which never fixes the problem. Then they transfer me which always gets disconnected. I am fed up with paying for such a service that is nothing but crap service. If I handled situations like this with my own customers there is no way I would still be in business because it’s absolutely awful. I would love for someone to reach out to me and actually try and resolve an issue before I find a different program to use other than QuickBooks because this is ridiculous and not worth it.