I have QB Enterprise, Manufacturing and Whole Sale.

Paid 4192.00 for 6 user in nov 2020

In April 2021 Requested to add an additional user. They would not tell me the exact price but said maybe 500.00 - 600.00. then they said actually 7 user maybe cheaper then the 6 user license. But I could not get  an exact price.

I was also told that I had to pay for the entire subscription (3978.22, I don't know how they got this number)

and then in 3 to 5 business days i would credit after they figured out how to prorate the fee. 

They ended up charging my account 1577.83. I never got a receipt or anything. The only way I could figure out how much I was charged was to check my checking account online. 

I have call at least 5 different times. Al of the people have been nice when I called. 

On the last call I was told I would receive a 2400.00 credit with in 3 days. I refused to hang up until I talked to a supervisor. He said that was not possible that they would have to call me back and he promised that a supervisor would call. we sat in silence for 20 minutes.

I finally hung up...... I never received a call...... I can not believe this...

I now am on hold for 30 mins waiting to talk to a customer rep for the 6th time.

The Inuit company are bully's

Aaron

We switched to Gusto.  It was pain-free and Gusto took care of everything related to the migration. We are really happy with Gusto's support and service 

Even the sales reps are rude and shady.

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@ADF1 wrote:

I have QB Enterprise, Manufacturing and Whole Sale.

Paid 4192.00 for 6 user in nov 2020

In April 2021 Requested to add an additional user. They would not tell me the exact price but said maybe 500.00 - 600.00. then they said actually 7 user maybe cheaper then the 6 user license. But I could not get  an exact price.

 

 

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@ADF1 

Afaik, their billing policy has been still the same for the last 5 years. You are not allowed to purchase any additional seat or decrease your current seats for QBD Enterprise. You have to cancel your current subscription and purchase a new one. Once your subscription is canceled, you will get the notification by email and you can check the latest status on your CAMPS. They will refund the unused period by prorate to your registered credit card account on CAMPS in the next 24 hours. If the billing person couldn't explain that easily, it is possible you have contacted a "fake" support. 

Their customer service is ridiculously awful. My coworkers and I hate to see which one of us has to sit on Quick Books for the entire day to ask one simple question! We've been trying to find out about running AR reports against special field reports but no one either has the answer, or if we sit on the chat room we're waiting for 1-3 hours for someone else to tell us they don't know. I'm actually waiting for my spot to open in a chat room while I type this. Got in at 3:11pm and it's now 4:07pm and I still have just been getting thrown the same generic "please wait, you have a spot in line" junk ever since.

What software did you end up going with? I can't take it anymore. I'm just starting out and can't get anywhere with the horrible support I've received.  May as well make the switch now before I get in too deep!

@CETTINGNOWHEREFAST 

Many options in the market? How much is your budget?

First of all, your IRS comment is absolutely hilarious but so true! 

The app it’s self is great or I think it would be if you could get some help to figure out how to use it. This is a tool that supposed to be saving money, improve accuracy, and generally improve operations. I have been given false information, contradictory information, and I’ve been flat out told they can’t help me. I’m over it. At this point add save myself time, money, and therapy using paper timesheets. 

I am trying to run payroll and it says there is an issue with the chart of accounts. Called service 3 times now-when you can't answer a questions, you just drop the call. Is this part of the training-can't fix it just hang up

I have asked support if they would call me back if we go disconnected-they say of course and then don't. It is awful-yes I would rather talk to the IRS too!!

If I were in the middle of something important I would feel the same, @SharonH3.

I'd be glad to assist you with your payroll concern. To verify, what specific error message are you getting? If you encounter this message "Payroll is not mapping to correct accounts - paycheque sync error - Let's take care of your accounting errors now to avoid big problems later", we have a reported case about this, and our engineers are working on getting this resolved as soon as possible.

I know you've already contacted our payroll support, however, I recommend contacting them again. This way, they can add you to the list of affected users and provide this investigation number INV-57334. This is also to ensure you'll get an update about the resolution status.

Here's how to reach out:

1. Go to Help at the top.
2. Scroll down and select Contact Us.
3. Enter a brief description of the issue in the field, then tap Continue.
4. Choose either Chat with us or Have us call you.

Additionally, here's a link that covers all the tasks you can do when using the payroll feature. Just look for responses that fit your concern.

Let me know if you're referring to something else. Know that you're always welcome to reply anytime if you have follow-up questions about payroll. I'll be here for you. Take care and stay safe.

Absolutely the WORST customer support ever! 

I have had the absolute worst experience in my entire career trying to resolve an error with my QuickBooks today.  Why do consumers tolerate a business product that provides ZERO customer support.  QuickBooks does not have a customer support phone # for it's customers.  The chat option in QuickBooks is a complete waste of my time as they will run you in circles and transfer you to next chatter who will repeat the first and so on.  How many customer service chatters does it take to help resolve your issue?  The answer is shockingly 8+ and then you are still left with your original issue and a headache.

I will be dumping QuickBooks for a product who cares about the customer experience with their product and are helpful when tech support is needed.  I will never put myself or my company through what I just went through today.

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@LMehta wrote:

I will be dumping QuickBooks for a product who cares about the customer experience with their product and are helpful when tech support is needed.  I will never put myself or my company through what I just went through today.

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@LMehta 

Many options in the market to explore. Contact us to purchase our conversion service.

It is pretty awful and QB eventually will pay the price. It is a very painful process to try to get help

I have been using quickbooks for 20+ years and converted a law firm to online within the last week.  I have had a few issues and, been transferred via online chat to 4 different parties.  Today I spent over an hour waiting for someone to "chat" with about an overcharge and never did get to "chat" with anyone!  Quickbooks support was always a reason to use their software.  NO LONGER!  I am supremely dissatisfied!  Try to reach someone on the phone and you will get bounced around or "press 1" and then get told to go to the online help.    They forced the conversion on May 31 but they have zero service after the sale.  Too bad.  Please let me know what programs everyone plans to use.  This is not working for me!

I'm sorry, but your advice to go to the "chat" is actually kind of funny.  I spent over an hour waiting for someone to come onto the "chat" only to find out they aren't the person I need to "chat" with and received another link.  ...this happened four times.  Exhausted, I gave up and tried to call.  ...tried being the operative word.   I converted a law firm last week and I cannot get ANY customer support.  Overcharged, converted balance sheet doesn't balance with .qbb file.  HORRIBLE CUSTOMER SERVICE!

@bfkorman 

Did you migrate data from QBD to QBO, or else?

I migrated my client from QBD to QBO. 

The problem is where there is a problem, it is just so awful to try to get help - and I say try becuase I often give up.

I have a client that rehires people in the summer. QBO CANNOT handle that if you try to change their pay rate. 

I have called-it does not help.

Four weeks ago payroll failed- huge problem. Well an after problem that created was the payroll items were out of sync. OMG a nightmare and the support people did not know it and of course I did not either.

And you get switched, disconnected, called back by someone who does not speak English well-not an immigrant issue-we welcome immigrants - a hiring issue. 

Someone should make the management at Intuit call in and try to solve a problem. 

Katherine,  Does Intuit actually run its own customer service, or do you contract the telephone customer service to a 3rd party? If it is to a 3rd party that might explain why it has become so pathetic. Or are you just not investing in it anymore?

Thank you from a 25 year Quickbooks user.

This is exactly our experience as well. We were looking for help with the reports, but their customer service people really do not know how it works either. By now no one in our office wants to endure the torture of calling Intuit. LOL. 

Yes exactly. When they can't answer (and that is often) they drop the call. 

Shiella, we would like to know what Intuit is actually doing about their customer service problem. 

This is not the impression we want you to experience, SharonH3 and ChocolateMaven.

I've checked here on our end and the investigation number INV-57334 is already resolved where customers encounter this message "Payroll is not mapping to correct accounts - paycheque sync error - Let's take care of your accounting errors now to avoid big problems later". I appreciate the time and effort you've spent with our support agents. I'll personally share your feedback with our Customer Support Team regarding this one. We'll be able to take action on improving our customer service.

We can try signing in to QucikBooks Online (QBO) using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues. Here's how:

• For Google Chrome browser: Ctrl + Shift + N
• For Mozilla Firefox browser: Ctrl + Shift + P
• For Safari browser: Command + Option + P

If it works, go back to your regular browser and clear the cache to delete those temporarily stored files and browsing history. Web-based platforms like QBO collect cache files (cookies) to save you time, but this can impact processes and cause them to not work. You can also use other supported, up-to-date browsers to roll out the possibility of a browser-related issue.

If the problem persists, we recommend contacting our Payroll Support Team. I know you've already contacted our payroll support, however, I recommend contacting them again. This way, they'll investigate what's cuasing this issue. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one.

Feel free to visit our Account management page for more insights about running and managing your business in QuickBooks.

I'd like to know how you get on after trying the steps or after contacting support, as I want to ensure this is resolved for you. Feel free to reply to this post and I'll get back to you. Take care always.

Yes, we migrated from Quickbooks Desktop Pro to QBO...  huge mistake!