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wendy31
Level 3

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

This is just a ridiculous story which tells me how terrible Quickbooks service is and technical team work.

Last Wednesday, I tried to run my sales by products/service summary report but found big problems there.  It put my products completely wrong and messy, either in wrong category and no categories, or create stupid categories by itself etc.   I had run the same report in the past many many times (since i started to use Quickbooks online in August 2019) and had no issue.  But now it's clearly wrong.  

 

So I called QB customer service through "help".  The first customer rep and me talked about the issue for 15 minutes, then she put me on hold.  The phone disconnected for no reason.  I waited for while, no one called me back.  So I called again.  got second customer rep, we talked about the problem for about 1 hour, she put me on hold again because she could not figure out the solution.  The phone disconnected again for no reason.  Wait for another 10 minutes, no one called me back.

 

So I called again and again, finally got hold of another customer rep.  I patiently repeated the issue with her again.   After going my account 3-4 hours, she could not explain the reason of the issue and can't solve problem..  She told me that an investigation team need to be involved. (which I literally told her form the beginning that it's their system bug or error. she won't be able to solve. )  I was exhausted after 6 hours phone with them so I scheduled to work with her next morning.  Next morning, she called.  I worked with her another 2 hours, she got every screen shot regarding the issue that investigation team need.  And told me that they would investigate why the issue is and how to solve it.   I told her that they could call me if it's necessary for me to address the issue to them or engineering team to help them out.  So I had to wait.  Next day (Friday) morning, I got an email from her and claimed that engineering team said it's not an issue and all need to do is filter (which is not correct because I've tried with customer rep many times). and she just closed the cases.  (it's clearly a big issue because the reports got my products information wrong and generated wrong report. and the customer rep knew what happened.).  As soon as I saw her email, I replied it.  Of course the email did not go through because the case was closed.  So I called via "HELP" but the call routed to different person as it always does.  I requested a call back from the customer rep and her supervisor so I can address them that the case has not been solved and I need solution.  However, 3 days later, I have not heard anything back from no one.  So I called again today, it got different person again.  Of course,  I did not want to repeat my issue for another 8 hours, so I requested her to try to get the same customer rep and supervisor for me on the line.  Of course, nothing happened.  I've talked to this new customer rep over an hour and hoping she could get someone in charge immediately.  She told me that she could talk to no one because of their ONE WAY message (communication) to some unknown supervisor.  

 

So, generally, after I made 6-7 phone calls, talked to 5 customer rep and explained the issue for almost 8-9 hours, my problem is still not been solved and been taken care.  No one is seriously trying to look into the technical issue.  They don't truly listen because they can't solve it or have no experienced or manager to help.  They don't get the right person to solve because they can't get hold of anyone.  The right team (engineering team) don't bother to listen or talk to customer directly or try to understand what's the true issue.....  I have all of my data on their website, but they could not even generate a correct report for me, although they were able to do it 2 weeks ago.   I have no idea what happened in Quickbooks in last 2 weeks.  But I know that Quickbooks is responsible to generate a right report for customers.  However,  they fail to do it and refuse to listen and correct their problem.  

 

I have requested to reopen my case and send my 3rd request to speak to a supervisor or manager.  I will see if they will do this time.

 

So far, I've seen the terrible customer service from Quickbooks.  Engineering team or investigation team are also terrible based on this experience.   

 

I have no place to express my voice because their survey is doing no help.  I just hope my issue could be solved.  Or, maybe I should start to consider to use different system. 

18 Comments
JonpriL
Moderator

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

I wish I could make it better, @wendy31.

 

I want to let you know that I'm here to listen and I hear you out. Recently, we've received several reports from other customers. like you, who are having the same problems with the Sales by Product/Service Summary report.

 

With this, our engineering team has created an open investigation about this unexpected display of data on your report. But because the number of reported issues from other customers is way too many, the same investigation is created and they were unable to track it. 

 

To narrow down this issue, they have close it as a duplicate to the other. Now a lot of customers are frustrated with this issue since the open investigation has been close yet they still have the same problem, like yours.

 

Even if you've already contacted our Customer Care Support, I'd still recommend doing so. From there, a specialist has a tool that can look into the root cause of this issue.

 

If you don't mind, can you tell me the version of QuickBooks you're using? Base on our records, the open investigation I can find is for the Canada and United Kingdom versions.

 

Lastly, I've also included this helpful article in case you're in need to start adding or removing some columns and filtering some names in customizing your report: Customize reports in QuickBooks Online.

 

If there's anything else that I can help you with, please let me know in the comments below. I'll be here to lend a helping hand.

wendy31
Level 3

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Thanks for your reply.  I'm using Quickbooks online Advanced version.  

 

I've contacted customer care support so many times.  I just did it yesterday and was on phone with a rep for one hour who couldn't get anybody in charge for me.   I requested three times yesterday for a callback. None so far.   plus my request from last Friday, it has been 4 full business days!!  There's no way that I'm calling them a hundred times and heard nothing.   I have other work to do as well.  If this is how Quickbooks customer care support works, I will have zero doubt that this company will be gone someday!!

 

As I mentioned in my OP, the customer rep closed my case NOT because of the duplicate case as you mentioned.   I quote here the rep said in her last email Last Friday morning:   The Engineering team said  "Categories were supposed to have been set up so they couldn't sub categorize which she was. From what I can tell her's is actually working the way it's supposed to now.  She will need to work with her filter options now. She can always put into feedback what she felt worked better for her."    This is absolutely a ridiculous reply from the engineering team if she truly quoted from the engineering team.  This customer rep was on phone with me for almost 4 hours and she tried everything (including the filter) with me.  It did not work.    You can see that she closed my case because your ENGINEERING TEAM SAID IT'S NOT AN ISSUE WHILE CLEARLY IT IS. I knew it from the very beginning because there's no way that only sales by product summary report generate wrong data (all other reports are correct)  if no error or bugs in your system.  (I worked for a software company for a couple of years, I happen to have some idea of how data structures, coding things work) 

Now in your reply, you revealed that more customers have the same issue with this particular report and the engineering team is working on this.  This is just completely confusing.  Either way,  I've not heard anything back in 4 days from whoever in charge.  Because I need an explanation and know if and how my case is being handled. 

 

Quickbooks customer care support really sucks because there's no way for customers to send the voice or talk to higher management directly. They just simply ignore the issue.  Honestly, whoever in the supervisor or managing' position should feel shame for QB poor service and system!  

wendy31
Level 3

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Thanks for your reply.  I'm using Quickbooks online Advanced version.  

 

I've contacted customer care support so many times.  I just did it yesterday and was on phone with a rep for one hour who couldn't get anybody in charge for me.   I requested three times yesterday for a callback. None so far.   plus my request from last Friday, it has been 4 full business days!!  There's no way that I'm calling them a hundred times and heard nothing.   I have other work to do as well.  If this is how Quickbooks customer care support works, I will have zero doubt that this company will be gone someday!!

 

As I mentioned in my OP, the customer rep closed my case NOT because of the duplicate case as you mentioned.   I quote here the rep said in her last email Last Friday morning:   The Engineering team said  "Categories were supposed to have been set up so they couldn't sub categorize which she was. From what I can tell her's is actually working the way it's supposed to now.  She will need to work with her filter options now. She can always put into feedback what she felt worked better for her."    This is absolutely a ridiculous reply from the engineering team if she truly quoted from the engineering team.  This customer rep was on phone with me for almost 4 hours and she tried everything (including the filter) with me.  It did not work.    You can see that she closed my case because your ENGINEERING TEAM SAID IT'S NOT AN ISSUE WHILE CLEARLY IT IS. I knew it from the very beginning because there's no way that only sales by product summary report generate wrong data (all other reports are correct)  if no error or bugs in your system.  (I worked for a software company for a couple of years, I happen to have some idea of how data structures, coding things work) 

Now in your reply, you revealed that more customers have the same issue with this particular report and the engineering team is working on this.  This is just completely confusing.  Either way,  I've not heard anything back in 4 days from whoever in charge.  Because I need an explanation and know if and how my case is being handled. 

 

Quickbooks customer care support really sucks because there's no way for customers to send the voice or talk to higher management directly. They just simply ignore the issue.  Honestly, whoever in the supervisor or managing' position should feel shame for QB poor service and system!  

Candice C
QuickBooks Team

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Hey there, @wendy31

 

Thanks for reaching back out to the QuickBooks Community. This isn't the impression I want to leave you with. After further researching the issue with the sales by products/service summary report, there's an on-going investigation on this matter. The investigation number is INV-49928

 

The best way to receive updates via email about this problem is by contacting our Customer Support Team so that you can get added to a list of affected users. I'll also send you a private message with the Community of an easier way to get in touch with our Support Team. 

 

There isn't a date set for this issue to be resolved, but our Product Engineers are working hard to fix this as soon as possible. 

 

Let me know how it goes. I want to make sure all of your concerns are addressed. Wishing you and your business continued success!

wendy31
Level 3

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Thank you for the information. Last information from customer care support  (email on last Friday morning before they closed my case) told me a completely different reason.  So in order for me to understand what the truth is exactly about, I need to hear directly from them too.  It has been a week since I requested to talk to them directly, and nobody gives me a callback.  I called them and asks other rep to request for me last Friday, Monday, Tuesday, numerous times.  I'm so sick of QB customer care which is completely fake and don't care at all.  They could just simply call me back and give me an explanation and update on my case but they intentionally ignore my request and refuse to do their job.

As a customer, I have no way to get hold of anyone else when customer care is not doing their work. QB provides the worst customer service ever.  It's horrible that even no management member is paying attention to my case and contact me directly to apologize for the poor service.  No one is really listening to customers' feedback and manage their whole team.   I'm so angry and super disappointed with QB.

Candice C
QuickBooks Team

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Hello, @wendy31

 

I want to ensure that you're able to get the best possible support and explanation about this problem with the Sales by Product/Service Summary report. I'm going to send you a private message within the Community to get some additional information from you to help you get in touch with our Customer Support Team

 

I'll chat with you soon! 

wendy31
Level 3

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Thank you Candice!

 

You helped huge with getting an Advanced specialist for me.  The last customer rep Brenda and her "investigation team" and so called " engineering team" were totally a joke.  

 

I'm glad that my issue is recognized by QBO together with other customers.  I just hope that the engineering team can find out the bugs and solve the issue quicker.  It's been a month (VERY LONG TIME) since the problem first occurred in August.  I'm hoping that they're truly treating it as priority.

 

Anyway, I really appreciate for your wonderful work here!   

jc32
Level 1

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Hi there, 

I have the same issue, working with a tech support team its just a pain on the neck, I asked to the rep to ask the engineering team "just delete all my categories" but delete, not make it inactive , so i can create a fresh parent-child relation, (item--subitem) or whatever you want to call, but she told me that the engineering team are not able to do that.

 

So when this matter is going to be solved? 

 

its is very important for our Firm (Law Firm) to have the summary, not the detail of the product sales, i been working with access in order to import all the sales by item, but is a really long process to import the data into access, then manipulate inorder to create the report.

 

we need an answer ASAP please

JC

RCV
QuickBooks Team
QuickBooks Team

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Thanks for bringing this one to our attention. This isn't the impression we want to leave you with, jc32.

 

I appreciate the time and effort you've spent with one of our support agents to get this sorted out. This is still an ongoing issue under investigation number INV-49928. At this time, there's no specific time as to when this issue to be resolved and no workaround implemented coming from our product team. Rest assured, our engineers are working hard to fix this as soon as possible.

 

You'll receive an email notification once there's an update of this issue since you already contacted our Customer Support Team. Visit our Sales reports page for more insights about managing your sales in your account.

 

We appreciate your patience in this matter. The Community will always have your back if you need anything else in running your business in QuickBooks Online. Take care always.

 

wendy31
Level 3

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Hi 

I think they just fixed the issue.  I run the report and find no problem today.  All products are sitting right in their categories and give me a perfect report as it used to weeks ago.  

So I am all set.  I guess you should too, since we all use QBO.  I'm using QBO advanced.

 

bluemoon1
Level 1

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

I have spent about 6 hours on the phone trying to resolve the same problem.  The Sales by Product Summary which is essential to any business will not generate.  I  use this report for MANY reasons.  This is very frustrating.  The customer service rep kept trying to say it was my computer and the version of internet that I was using.  We downloaded firefox, and the problem continued.  I called my store and opened the program on 2 different computers, and the problem was consistent on all 3 computers.  For what quickbooks online charges, this is not acceptable.  PLEASE help resolve this problem.  

Charies_M
Moderator

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Hello, bluemoon1.

 

I appreciate you for sharing your experience with the previous support. This is something Intuit doesn't want you to come across in your future interactions.

 

To give you an update, the investigation about Sales by Product/Service Summary that won't generate has already been resolved.

 

Since you're still experiencing this behavior, I recommend contacting our QuickBooks Support to isolate your case. I understand that you've already contacted us for the same reason, however, this issue requires an in-depth investigation to identify the reason why you're still experiencing the same issue.

 

Here's how you can reach us:

  1. Go to the Help menu at the upper right.
  2. Select Contact Us.
  3. Enter your concern.
  4. Click Let’s talk.
  5. Choose Get a callback
  6. Type in your contact info.
  7. Select Confirm my call.

 

The availability of support depends on which type of subscription you're using. You can check out this article for our contact information. Click on QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.

 

You might also want to save this link to know more about the sales report in QBO.

 

I'm looking forward to your response. I'm always here to help. Wishing you a good one.

wendy31
Level 3

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

I'm sorry that you've experienced same as I did.   I know how you feel.

It's very weird that this problem is happening but not effect the customers at the same time.  I didn't have the issue on this report until 3 weeks ago, while this problem actually occurred back in June. 

The last Customer specialist I spoke to told me that it's like a wave, that some customers get effected first, then another get affected, then another...  (which explains why another customer service I once talked to and told me it's been solved, but I still have the issue?? )

I'm not very sure but it's possible, I guess?  Because my report now is generated correct after I've spent many hours in phones with many customer reps.  is that possible that you're little far from the center so it's delayed?  I can't say. But I encourage you to keep posting and hope some nice customer rep here can get a Specialist for you and attach your case to their main case. 

We really can't do anything with  800 customer service.  They don't know their system well, don't comprehend how system works.

Good luck!

duesmeraldi
Level 1

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

SAME ISSUE HERE !! 

TERRIBLE CUSTOMERS SERVICE : bunch of inexperts and liars : how can they pretend they never heard of this problem? 

Same useless comments on my feed : SALES BY PRODUCTS SUMMARY JUST DOES NOT PICK ALL PRODUCTS AND THERE IS NO LOGIC : some are shown some are not 

 

SPENT 4 DAYS and many hours then they just pretend to be nice but either the line drops ... and they do not call back ...or they promise to call back and close the case ..

 

Is there a way to have Quickbooks take the issue seriously or shall we just bring to court asking for damage ? I am no longer willing to pay a subscription to a useless service 

Tiziana 

 

 

duesmeraldi
Level 1

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

I think we should all move somewhere else : there are plenty of systems on the market : 

 

amd just to add a bit of my frustration to this crazy stories: I am facing the same issue and frustration since last week with NO HELP from Quickbooks, I got a call from qbproadvisors who said they were informed by QB speialist to call me about the issue with the sales by product summary, entered my screen and pretended or did really enter the lines of the coding claiming that they doagnosed the problem and asked me for 900 USD to 2000 USD to solve the issue !   So a question: how did they get my name and phone number  ? They tricked me so i start thinking it is a conspiracy between quickbooks and qbproadvisonr to rip us off:: hope others join me I am ready to ask for damages !

wendy31
Level 3

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

Yep, that's exactly what I've experienced.  

Technically, the customer service reps couldn't do anything. they know nothing. but at least they can attach our case to the main existing case (that's the only one is recognized by QBO regarding this report matter), which was eventually how I ended up after an entire week of fighting with them.   Then somehow days later, I open the report and it's been corrected.

The whole thing is weird.  I certainly will switch to another system. 

Discussed
Level 1

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

This doesn't work, My computer shows that someone will call me in seven minutes, but I've been waiting now for 49 minutes............................ I hate all this typing, back and forth with representatives, for the amount of money you pay for this program customer service should be much better than this............UGGGGGGGH

Rp33
Level 1

REPORTS PROBLEM ON SALES BY PRODUCTS SUMMARY AND TERRIBLE CUSTOMER SERVICE

I have seen some terrible customer service in my time but, wow, tonight these guys won the award.  As a new customer I was simply trying to find out how to pull up a different invoice template (any other invoice template than the default one) on my self employed quickbooks page.  Well, aside from a 10 minute research delay and a response that, get this, THERE IS NO OTHER TEMPLATE that can be used, the concern when I said I think I would have to go to a different service if there truly is no other option than one template was hilarious!  Bye Bye!   Now look - your help page has ways to pull up templates but my account clearly didn't update with those features.  Online, there also instruction from QUACKBOOK (HEHE) on how to get to a template directory but that seems to be missing.  Either you are a large company with a programing staff of .01 and only have one template or....your customer service team is clueless.     Well, I wish you guys well.  You will need it with those folks working your text and phone.   Hot (Bleeping) Mess.   Cheers

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