Why is Intuit’s/QuickBooks customer service so bad?

Hi, @view360propertie.

We strive to provide excellent customer service and deliver customer satisfaction at all times. I want you to have the best experience while working with QuickBooks, and make sure to provide support in no time.

If you have any questions/concerns, please feel free to share with us here in the Community forum so we can address them for you as quickly as possible.

On the other hand, I appreciate your time and effort in reaching out to our Customer Service Support. I value your feedback, and it would be a big help to improve the service and your QuickBooks experience.

In case you need related resources while working with QuickBooks, please feel free to skim through the topics from our help articles.

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I have been using QB for over 20 years and in the last few months I have decided to look for another accounting software.  Your customer service is horrible.  I have made 3 phone calls over the last month for the same issue and can't get resolved.  Also I get a different answer every time I talk to someone anymore.  Our time (Accountants) is more valuable than having to spend untold hours on the phone only to have to call back time and time again and not get issues resolved.  This is frustrating.  The agent I dealt with this morning was horrible to talk to and deal with.  Anyway, I am moving on to another software.  The National Association of Tax Preparers forum is blasting you guys for the horrible customer service as well.  Most of the folks I have chatted with are moving to other softwares as well.  That's where I have got several other recommendations. You don't need to have a product that you can't service well and you guys have done that now.  

@bphillips1 

There are many options out there to explore. Contact us should need to purchase a 3d party conversion service. 

I don't know why it is so bad, but it is exceedingly terrible. I have a simple payroll question and I'm on my 4tj chat person of the day. They keep asking for all of my information and then end up sending me a link to another place or person to try. We pay for payroll services. They say they don't have a phone # or email where I can reach someone. So I am stuck wasting hours anytime I have an issue. It's  terrible customer service. I would rather call the IRS

Hi there, @sdorn00. 

Thanks for sharing your sentiments here in the Community. This isn't what we want you to experience. 

Please know that aside from our chat and phone support, you also have us here in the Community to address your concerns. 

Can you please share with me brief information about your concern? I'd be delighted to do my best to help you. 

Just in case, I've got you our resources from our QuickBooks Articles hub for your future reference. You can also search for resolved posts related to your concerns. 

I'll be looking forward to helping you more, @sdorn00. Take care. 

@sdorn00 

If you don't satisfy with their current support and service, you may migrate it to other 3rd party payroll app and integrate it with your QBO account.

Agreed! Their customer service is literally the worst!  What other options are you looking at?

...

Also agree that the customer support has gone from bad to awful.  Not the people... they're doing the best they can.  But the lack of personalized connected service has taken a huge dive.  Not only was I directed to a supposed chat line after taking three calls to nowhere... I was instructed to go to the Help section after logging into online.  This yielded the picture attached which was no help at all.  Finally, after getting thru and attempting to resolve an ongoing issue that now has accumluated over 10 hours worth of time... I was having to send my client an billing transfer and she was told the price had gone up to $70 ($40 for one edition) but that's an 800% rate increase!!  In what world is that ok?  And in what world is it ok to just cut off a 5 client for $5 per month program without giving any notice by email??  I got about a hundred spammy emails over the past year, not one of them could provide information about raising my rates by 500%.  Obviously a minor detail from someone in marketing who thought that was fine.

But it gets better.  After having been given a consolation credit for 3 mos of overcharges, it was further learned that the process of converting these accounts was anything but simple.  Hence the 10 hours of time it took resolve and still have 1 to go.  This created the need to allow these accounts to drift into 2021 and again I was charged the 500% increased rate (which btw I did not agree to).  Rate increases are ok...but come on.  You can't charge that for simple 20-30 line item accounts per month?  The person(s) who decided that have either sold out completely to the oversized businesses who use Intuit or they simply aren't in touch with the normal small business user who you had at one time cared about and they were your customer base.  The ridiculous pricing combined with the disappearing customer service makes this grade extremely low for what once was a great product.  Too bad those guys no longer care for their original customers.  Nameless = Faceless= Shameless CEO's!

I’ve spent countless hours trying to update my phone number on my own account. Without the update, I’m unable to transfer our funds to our bank account. So Quickbooks has held over $6,000 of our for months now. They need to hire real life people immediately. I am currently looking for other software! 

Shout out loud to your higher ups, you need to provide phone answering services that can actually help! 

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@kaylindbla wrote:

I am currently looking for other software! 

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@kaylindbla 

Contact us in private should you need our advise 8)

I have to say I had a terrible experience today with the customer service. I was on the phone with them for 5 hours. We upgraded to quickbooks online and we had update our desktop version. After that we could not upload our company file to it because it was too big. long story short cant go back to old quickbooks becuse tech deleted and updated my file and cant go to qb online cuz my file too big 5 hours..... no one could figure it out. 5 hours  what a waste of employees there is little to no training on how to solve. Looking for an alterative, sad your employees can kill your business but they are to big to care. 

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@Noah7 wrote:

After that we could not upload our company file to it because it was too big. long story short cant go back to old quickbooks becuse tech deleted and updated my file and cant go to qb online cuz my file too big  

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@Noah7 

How big is your file size? How big are the Total Targets?

Have you tried to condense it prior to migrating to QBO?

https:// quickbooks.grsm.io/US

https:// quickbooks.grsm.io/us-promo

Today I was getting technical support through the chat with someone named Marrione, and these were my frustrations: 1- person was asking me over and over the same questions.  2-It was taking in some cases 5 minutes to reply my messages. 3-I asked her if she want to remote access my computer, after a while this  person asked me If she can access my computer. This person remote accessed my computer and asked me to restart the computer, obviously the person was gone when I signed in back again. This was a joke

@Joseph50 

Any specific issue?

Most problems that arise could be handled with a phone call of under 5 minutes. Instead, that have customer service representatives who are seeing to 5 to 10 chats at the same time so it ends up being nearly an hour, that's even if they can resolve it.

And their call-back feature is (apparently intentionally) worthless. I asked for a call-back; they called and no one was there. I submitted another request for a call-back, again, no no there. I submitted a third request and finally someone there but I soon as I stated my issue, they went silent and never returned.

I have been a Quickbook user for almost 30 years. We switched from desktop to QBO last year, and it has been awful, because a switch like that requires some actual product support. 

As Intuit has grown as a company their customer service has become increasingly worse and worse to the point today is it's torture to call them. Why is that? If you're lucky enough to finally reach a human being they are usually clueless about anything but the most general of questions, so I have to beg to speak to someone who knows the ins and outs of what I am asking about.  They are reluctant to find someone who can actually help. Then they put you on hold and  the call drops after 15 minutes on hold. It's really a waste of time. 

The whole thing is just a pathetic experience. No one in our office want to call Quickbooks support, and maybe thats what they want because they have my money anyway. 

I have been a Quickbook user for almost 30 years, and we are pretty invested in using it. But the support, omg, has become so useless.  We switched from desktop to QBO last year, and it has been torture, because a switch like that requires some actual product support. 

As Intuit has grown as a company their customer service has become increasingly worse and worse to the point today is it's torture to call them. Why is that? If you're lucky enough to finally reach a human being they are usually clueless about anything but the most general of questions, so I have to beg to speak to someone who knows the ins and outs of what I am asking about.  They are reluctant to find someone who can actually help. Then they put you on hold and  the call drops after 15 minutes on hold. It's really a waste of time. 

The whole thing is just a pathetic experience. No one in our office want to call Quickbooks support, and maybe that's what they want because they have my money anyway. 

I have been on the phone for hours.  This is the worst customer service I have ever experienced. QB phone personnel do not take customer concerns seriously. I have spoken to half a dozen or more quickbooks employees, all of which have the exact same scrypt which only pretends to be sensitive to customer concerns. Barely concerned. It is also clear that QB does not employ call centers based in the United States which makes communicating over the phone even more difficult when there is a language barrier, as the employees mostly speak English as a second language.  I purchased QB Desktop Pro Plus 21 with Payroll from Best Buy 3/26/21. I called QB and asked to upgrade (of course to online) on 4/7/21 only a few days later, (conversation case # 562-363-033). They told me that even though I purchased through Best Buy, since we were well within 60 days, they would be able to cancel my desktop subscription and issue the refund. They were happy I was upgrading to online as desktop has almost NO SUPPORT. They very clearly told me that QB would be issuing this refund, and not Best Buy. After so much time passing and no refund issued, I call in and Today 4/28/21, and QB tells me "there is no way for them to issue the refund because it was purchased 3rd party". They also will not credit my QB Online account for the amount that they were supposed to refund, instead of a refund. They said, call Best Buy. So I did, but as it happens Best Buy has a Zero Refunds policy for digital downloads, even though my downloaded product is completely de-activated by QB as of 4/7/21. The problem is QB telling me "Yes" on the 7th when they had a chance to get another purchase out of me, and today telling me nothing but "Sorry".  I'll tell you what's sorry.... QUICKBOOKS having ZERO ACCOUNTABILITY FOR THEIR EMPLOYEES AND WHAT THEY SAY TO CUSTOMERS. 

It is out of hand now.  100% impossible to reach a person that can help.  We ran our payroll wednesday, and i received the confirmation email stating that the funds have been withdrawn, yet no one has received payroll.  Now, I have been trying to get a hold of some sort of help for over an hour and a half.  The terrible chat help is unavailable, the call back is unavailable, i even tried to call the sales number.  All of them are closed for a company meeting.  I think it is time that all of us as accountants start searching for other software's.  This is ridiculous.  

It will get me a phone number when I ask for one, but the number does not work.  Is intuit going out of business or what?

I took note of your feedback on our phone support, amill.

We experienced an issue with direct deposit processing and we're actively monitoring it. We know how important each paycheck is to your employees. We have resolved the issue already and your employees should expect to see the funds available in their bank account by end of the day. 

For more updates, you can click the link: QuickBooks Status.

Thanks for your patience!

I understand that's your job to put up a good front, and you are doing a good job at that, but from a customer perspective it certainly does not look like Intuit/Quickbooks is "striving" at all with customer service. Do you have specific ways in which they are "striving"? What it actually looks like is they are perpetually cost cutting.

I think everyone agrees that Intuit's customer service has gone from passable to almost useless, and is a frustrating and exhausting experience.  Even having to connect here on a community forum to reach someone is a pathetic system. 

I have been using Quickbooks since 1993, by the way. It has never been this bad.