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@PayrollUsser wrote:

We're now shopping for new payroll and accounting service as the customer support at QB is horrendous.

 

@PayrollUsser 

Contact us in private if you need a few recommendations. Hopefully you are not just trolling.

I'd love to know the answer to this as well.  I could go on and on for HOURS about the terrible customer service I've had to endure...and the many hours of time I've wasted.  Most of the painful calls to "support" have resulted in misinformation or me providing them with correct info that is necessary to know if they're going to successfully help me.  I cannot tell you how much I hate having to call with an issue.  9/10 calls are failures.  And sometimes massive tears on my end.  I've had a QB tech support person completely mess up my company file.  It took another, expert level, support person an entire week to fix it...that's how massive the screw up was.  But, alas, I don't know of another option to fun our business, so we stick with QB.  I've been with them for 18 year now, and it only gets worse.  

sounds all too familiar!

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@natwellman wrote:

But, alas, I don't know of another option to fun our business, so we stick with QB.  I've been with them for 18 year now, and it only gets worse.  

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@natwellman 

You should accept their quality of support or migrate to another accounting app. 

Intuit customer service is the WORST. 

I had a problem that began in July. I set up automatic payment for my taxes (a service that requires an upcharge). It worked for 6 months and then decided to just quit without any notification. As a result I was late on my tax payment and received a fine. I called in and re setup my auto pay. I asked for a refund for the months that it missed the payments and was told flat out, no refund. I said Intuit should pay my fine since it was a software problem that caused the penalty. The customer service rep agrees and gave me the email to send my complaint. [email address removed]. After sending the information I received an automated response saying someone would be in touch in 3-5 business days and to not email again as this would cause problems. Here we are 25 business days later and no response. Each week I call in and customer service says they "have no way of getting in touch with the department." I ask how I can check on the status and they say there is no ability to do so. I assume because they don't want to pay and have created a system where they can completely ignore the customer until they go away. I even asked to speak to a supervisor and was told I would get a call back - 3 times. And not a single call back. 

It blows my mind the total lack of care to the consumer, Anyone considering Intuit - STAY AWAY - you are better off finding someone local who you can trust and will actually pick up the phone when you call. 

This is literally the worst customer service experience I have ever had. Me calling 3 times... Lady answers (indian, barely speaking english) how may we help.. I am not a customer, I need the sales dept to talk to someone about your services and see if its a good fit. 

Her answer: May i know why your calling ... I just told you I need a sales person to talk about Quickbooks, were not a customer. Well sir, I cant do that see may I know what is the nature of your call. 

You guys are a fuking joke! 

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@dbeiler wrote:

This is literally the worst customer service experience I have ever had. Me calling 3 times

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@dbeiler 

Which number did you call?

The service at Quickbooks is very bad because the obscene charges for their services goes primarily to their senior corporate staff instead of paying for better and ongoing training of their first line representatives.  Each and every  single time I have contacted them at least 1-2 hours goes by before they even think they have an answer.  And sometimes they make up a completely false answer if they don’t know.  Getting to a necessary tier 2 representative is at least a 45 minute to one hour wait, and then sometimes get disconnected.  Supervisors do not return their calls.  Their customer service program is pure garbage. 

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@Howie401 wrote:

Supervisors do not return their calls.  Their customer service program is pure garbage. 

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@Howie401 

You should switch to another accounting app immediately.

Can anyone speak to how hard/time consuming it is to switch and recommendations? I have many clients and would like to do at the same time.  

Do you have any recommendations? 

@SharonH3 

Contact us in private for assistance.

@dbeiler 

Check your PM . Hope it helps.

INTUIT SUCKS!!! They basically have monkeys answer calls.  They are capable up picking up a phone + transferring - tho sometimes even that is a stretch, saying blah blah blah and then transferring the call to another monkey who says blah blah blah. None of them having the ability to answer even the basic of questions. They can mimic and can be taught to read from a script, like a trained monkey - that's about it. I've attempted to use their products and all have been a useless disaster.  QB is NO exception to the experience. They are perhaps the worst. If you want better service supposedly you can sign up for the $90 a month option to get a "dedicated" team and "advanced" support. LOL - I imagine all those calls go overseas and then you really go in circles. No one is knowledgeable about the product - not the sales team -  just monkeys that read the script, not the so called "support" team - seriously lacking in product knowledge.  They just suxxxxxx acrross the board. It should go with out saying but DUH.... just having warm bodies pick up calls does not constitute customer service.

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@QuickieSuxx wrote:

If you want better service supposedly you can sign up for the $90 a month option to get a "dedicated" team and "advanced" support.

 

@QuickieSuxx 

This is new to me. Can you share the link?

SO maybe the customer service was so bad so they could charge $90 an hour? 

I thought that was why we paid proadvisor fees-why pay those too? 

My first and last time using QuickBooks. 

get ready for this ride .. 

I downloaded the app. After about 2-3 months I finally decided to use it for an invoice with my catering company. 
many client paid the amount in full, upwards of 4K. 

I never received the money. 
call customer service, they say my bank rejected it because my LLC doesn’t have my actual name in it and it’s not a business bank account anyways. Ok. 

Understandable. So I update my account and routing numbers (new card). 
customer service rep tells me it will take 2-3 days to receive the rejection then they will deposit the funds into my updated card. 
Ok simple. 

Moving forward, after 2-3 days they then ask for verification of identity. I send the invoice, my ID card, me holding the ID card, along with some other documents. 

1-2 days pass, I’m emailed back asking if I uploaded the documents. I respond saying yes I did. they respond saying perfect, we will update you when we are notified to deposit your funds. 

I then get a call this morning from a rep from the fraud department, asking me some more  questions, I give him the run down and he repeatedly notes that they that had to double check because of scams. He then says an extra lock was put on my account because I requested a debit card. 

huh? Whatever. Yes I requested the debit card. You guys gave me so much trouble that I figured if I rub into anymore problems you guys can simply deposit them there. 
He then confirms that he will release the funds … but there’s a note in the system stating they may have the wrong routing number. I read the checking account & routing number back to him. 
he says correct on his end. We both confirm the updated numbers are the same on each end. 

he tells me to call collections anyways to update them just in case. Ok fine. 
he gives me a number to call. 
man autobot answers and says call back on a business day. (It’s Monday … ) 

I call a different number, explain the situation and she says “let me talk to collections, stay on the line” … and hour passes… the phone just hangs up. I call back….. they give me another number and say call this line. 

I call …. A lady answers and says yes there’s an error message on your account. We both confirm the new routing numbers and she’s just confused as ever as to why this is happening. She tells me to call my bank and make sure it’s nothing on their end which I’m now going to do. 

she then calls back and says she submitted another ticket to collections and it will take 2-3 days to respond … and if they don’t respond I should call them back……

huh????

this is absolutely ridiculous! 
the first invoice I used on QuickBooks and will absolutely be the last. The person writing me back by email seemed to be the only one who cared at resolving this issue. 

deposit my funds so I can be done with this company. 4 hours of phone calls with the run around. 2 weeks of holding funds with more and more issues……. My first time using the invoice feature for QuickBooks and best believe it will be the LAST! 

@Mercedezmcrae 

You can still use a 3rd party payment processor to integrate with your QBO. 

I've lost so many hours dealing with QB help. Why even pay for assisted payroll?? The customer service department literally types in our question to this help portal and reads word for word what we can already look up on our own. I'm losing money and time using QB and QB payroll. Receiving different answers to the same question is ludicrous. Do you even monitor these calls? If not, you should. It's an embarrassment to your company. It seems to me like thousands of others are fed up too. If you want your business to run efficiently, don't use QB. 

I received an error indicating a subscription lapse while my subscription is supposed to be still active for anohter 10 months. I spent literally one hours looping through help and links trying to find a way to contact customer service and I'm still cannot find that way. This is horrible indeed. Any of you who got frustrated like, I'm ready to move out of this software as well. Did you guys find an alternative to QB out-there? can you share?

Hi mahmoud561,

I'll take note of your feedback, and I'll share it with the relevant department for process improvements.

Here's how you can easily reach out to our Chat team or request a callback:

1. Click on Help and go to the Search tab.
2. Click Contact Us at the bottom.
3. Enter a summary of your concern. (Example: billing issue)
4. Click Continue.
5. Choose between Chat or Get a callback.

You can also call the phone number of our QuickBooks Online Support. Here's the list of product and service supports we have: https://intuit.me/31h214q

Let me know if you have other questions in mind.

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@mahmoud561 wrote:

I'm ready to move out of this software as well. Did you guys find an alternative to QB out-there? can you share?

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@mahmoud561 

Many options in the market you can explore. Contact us in private if you are not just trolling.

I am looking for an alternative. I've looked at many companies and none suit what we need at a reasonable cost. And the support doesn't appear to be any better than QB. They only have email or bot support - no number to actually call someone. 

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@QuickieSuxx wrote:

I am looking for an alternative. I've looked at many companies and none suit what we need at a reasonable cost. And the support doesn't appear to be any better than QB. They only have email or bot support - no number to actually call someone. 

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@QuickieSuxx 

Which accounting apps have you explored? Only a very limited number of companies offer toll numbers for support.