This is a resolution? “Accept the quality of support or move to a different software”! Wow. 

In the past three months I have spent 5+ hours with "chat support" and "live support". My Quickbook needs are minimal, bigger businesses than mine must be pulling their hair out.

This morning I spent over an hour with "chat support". It took 35 minutes to get Maylyn to even understand the issue. She wanted access to my computer and I said NO. What was she going to do different than I had done 8 times over that past 2+ weeks. My software was up to date, I followed the instructions multiple times, the links that she sent to "help" me were the SAME LINKS I had been following the instructions for my failed attempts. I am unable to re-authorize my AMEX business card. Sounds simple. I tried to get her to type back in her own words what she thought my problem was. She broke the connection.

I give the Quickbooks software a 2 out of 10. I have been using it for 20 years. NO MORE. There support I would not be able to rate on a scale of 1 to 10 because the support would have to drastically IMPROVE to rate even a 1.

I just tried to call back feature and every time someone called back, I could not hear them. I finally called in to their phone number and got the run-around. This place is HORRIBLE. At this point I too will be looking for an alternative. If they care SO LITTLE for their customers as to provide them with a HORRIBLE support service, then they should NOT get our money. 

The first time I went to comment about being in agreement with the title of the post - "why is Quickbooks customer service so bad", this is the message I got" . This says it all, completely sums up my experiences with quickbooks and their team. 

THIS IS RIDICULOUS.

I cannot get a human on the phone. My email receipts are not forwarding. Yes the email is verified. This is a glitch, not human error. I have cut and pasted the message I am receiving. I can tell he has no technical knowledge of the software at all. The customer service rep is not reading my messages and is clearly helping a dozen people at once. 

Hello Thomas4444. I'd like to make sure you get the help you need with your QuickBooks account. In order to get to the bottom of the issue you've described, I recommend getting in touch with our support team. You can get in touch by dialing 1-855-253-1536 from Monday to Friday between the hours of 9 AM and 8 PM EST. Let me know if you have other questions. I'm here to steer you in the right direction. 

It bad because they do not allow you to speak to anyone from the US most of the time.  It's bad because they do not allow you to speak to the QBO specialist who can actually can help but you must send an email, in 2023 they can just click a button to fix a problem.  It's bad because if you ask the same question to 3 different people, you will get 3 different answers, I've recorded this phenomenon and will be releasing a YouTube video about it shortly.  I have payments on hold and I can garuntee this will take me over 3 days to resolve when it's actually very simple because I've dealt with it on both ends before.  Although they have a strong hold on the market,  one of the worst large companies I have ever dealt with in my 20 years of business

I just signed up, I have called customer service number 8 or 10 times in the last hour and no one answers the phone, that is great customer service.  I have also emailed my sales person and of course no response from him now that I have paid for this on-line service that no one seems to support.

Hi there, @palomino.

I want to ensure you get the help you need in QuickBooks Online (QBO).

To be sure we're on the same page, I'd like to verify the help you need. Any extra information is appreciated.

We're looking forward to hearing from you. Have a great day!

@palomino 

Which number did you dial? 

But years later this is still the case, too many people doing to little, why can't we just have one expert? rather than dozens of people, on the phone  for hours, dept to dept.  

I recently received a notice that my service agreement was being renewed and perhaps I would be interested in switching to Quickbooks online from Quickbooks plus. Yes I certainly would. Tried online chat which was always busy and finally called several times and after over 20 minutes on hold several times gave up . I fully intended to check back but never did and now they charged my renewal. Really exhausted trying to get ahold of a real person to discuss this and afraid if we have to learn a new system this will be the service I get.

@rmeadod 

You can request a refund for the renewal fee.

You guys seriously have THE WORST customer service. Ever. Your agents aren't trained properly, and when they can't find a solution that's easy for them, they simply hang up. Considering how much money you're getting paid, it's really terrible.

Someone just hung up on me 3 times in a row. I explained my issue, was told he cannot help and when I asked if this was support he said yes, then hung up. I called back and mentioned we were disconnected and he hung up again. This is the second time support has completely failed me.  They have zero care or concern for their customers because they know it's very difficult to switch payment processing tools. I will have to wait until the slow season but I absolutely plan on canceling my subscription for this ongoing issue. 

I would love to chat with someone who actually can help.

This is not what we want you to feel, @WillDoBB. Being able to talk with 

I wish I could make your support experience better despite the frustration you've been through. Rest assured, I'll pass along your experience here on our end so we can better the customer experience we provide to you and other users. 

As much as I want to make it up to you right now, however, I will be needing more information about your issue and the goal you're trying to achieve. This is for me to able to have a broader view of your scenario and be able to provide appropriate help. Any additional information will be much appreciated.

Additionally, with regard to contacting our Customer Support Team, we're unable to choose whoever we want to talk to because the representative that you get to converse with is based on the queue. 

Moreover, did you know that QuickBooks Online can automatically match QuickBooks Payments transactions for you? Yes, you heard it right. So instead of manually matching each transaction, QuickBooks can do this work for you by automatically matching bank deposits that correspond to QuickBooks Payments transactions. To learn more about this, feel free to read through this article: Automatic matching for QuickBooks Payments.

I'll be keeping an eye out for your reply and as always, you're welcome to hit me up by leaving a comment below if you have any other QuickBooks-related questions. It's my priority to ensure you'll get the assistance you need. Keep safe.

So, my goal was to see about switching over to Quickbooks online and wanted some clarification on how many could access at once. We have sometimes up to 4 logged into Quickbooks desktop. Usually only 2 at a time but some don't log out so it's a hassle and errors saying our file is located on a different computer. We just had our annual fee taken out of our account so don't know if it's possible to change now and what is involved , so that is what I was calling about.  Any chance in changing after our yearly contract started without paying more?

Hello there, @rmeadod.

Let me share some information about switching to QuickBooks Online's benefits.

QuickBooks Online (QBO) has multiple user access to a company file at the same time, depending on the subscription plan you have. This also offers different plans with varying user limits. For example, some plans may allow up to 1 user, 3 users, 5 users, or even more, depending on the plan's features and pricing. Each user can have different levels of access and permissions based on their roles (e.g., standard user, accountant, etc.).

If you already subscribe to a QBO subscription, you can review the user limit for your specific plan by checking your account settings or contacting QuickBooks customer support. It's important to ensure that you have enough user licenses for all individuals who need simultaneous access to the company file.

For more guidance in converting your data, here's a great resource that you can check out: Move your QuickBooks Desktop file to QuickBooks Online.

However, if you don't want to upgrade the software, you can move your books from QuickBooks Desktop to QuickBooks Online with an online tool.

Reach out to me in the comment section below if you have any additional questions. I'm always here to help. Have a wonderful day!

Yes, a follow up question would be we were charged $793 for our annual QB subscription. Any chance getting that refunded if we switch over to QB online since we were unable to talk to anyone regarding this before we were charged?

Thank you for following up with us, rmead. I appreciate your interest in switching from QuickBooks Desktop (QBDT) to QuickBooks Online (QBO). I'm stepping into the thread to share more insights about QuickBooks charges and refunds.

Our QuickBooks Desktop (QBDT) software comes with a 60-day money-back guarantee from Intuit. You are qualified for a refund under our satisfaction guarantee if you request it within 60 days of the date of purchase. However, you can still speak with our QuickBooks Desktop Team to get more advice and find out whether you qualify for a refund.

To contact:

1. Open QuickBooks.
2. Click on QuickBooks Desktop Help/Contact Us from the Help menu.
3. Tap on Contact Us.
4. Enter a short description of your concern, then Continue.
5. Choose a way to connect with support.

On the other hand, I'm adding this link for additional guidance on how to ask for reimbursement on a QuickBooks product you bought via an app store: Request a refund for your QuickBooks product.

You may also use this material as a guide when you're ready to transfer to QBO: Move your QuickBooks Desktop file to QuickBooks Online.

Please let me know if you have any other inquiries about QuickBooks in the comments section below. I would be delighted to assist. Keep safe!

Moving to Quickbooks online is jumping from the frying pan into the fire. The support is STILL HORRIBLE, the programs is still questionable and now your financial information will be on someone else's server under their "security". Do you really want to trust your data to a company that can't get basic tech support correct with the security of you data? I wouldn't.

@rmeadod 

How many user license do you have for QB Desktop? You will need to have QB Desktop Premier Plus for 4 users.

Great news, the callback I had scheduled never happened! The QB support team mentioned I would get a call back at 10 am and they have not called as of 10:27 am. If someone out there actually can help I'd be happy for them to reach out. Let me know what information you need and I will provide. 

Thanks for getting back with the Community, WillDoBB.

To verify my understanding, what are you looking for assistance with? Once I have this information, I'll be able to do further research on my end. The Community's always here to help.

I'll be looking forward to hearing back from you. Have a wonderful Thursday!