Thank you for replying but as usual QB does not understand the problem.

I COULD NOT RUN PAYROLL until this was corrected.

And customers should  know you can't run payroll if they can't run payroll which is kind of a huge problem. 

So I had to find the mapping issue (which I figured out because no one else did and the support team was not told) and then remap the accounts. Knowing people would not get paid unless I fixed an error that took hours to figure out and fix was an awful experience. 

The support person was trying hard-not her fault!

You should ask more general questions on the follow up survey. The choice now is complain about the person (and they are typically not the problem) or give a good review-the problem is the product and the support capacity-something only QB can fix but wants to direct the attention elsewhere.

I fully echo these sentiments. In addition to the general decline in customer service, I have to search harder and harder to even find a way to connect to them. They've taken away the phone number, unless it's for Sales. When I try to select Contact Us from the Help Menu from within the software, all is does is re-route me to the QuickBooks Desktop Help (F1) instead which is not at all related to Contact Us but is an eternal do-loop. When I search online for how to get to Customer Service it tells me to do just as I've already done. But that doesn't work. So now what? With NO phone number to contact them, how I am to resolve my problem? This is the second major payroll subscription issue I've needed to contact them with in the last 3 days. When trying to contact them last time all of the sudden both the Chat option and Get a Call Back option disappeared for about 4 hours. I highly suspect that because there were notices about long wait lines all morning that they went entirely dark was because they were overloaded and just shut down the queue. All the while I had late payroll and Intuit could apparently care less. Maybe Intuit was having software issues itself??? If that is the case, put a warning notice on your website so that people understand why you're suddenly COMPLETELY UNREACHABLE!

I find it to be absolutely unacceptable that I cannot simple pick up the phone and call a company who has the capacity to bring my company to its knees simply because they didn't get their $14.00 monthly charge when my bank shut down my debit card after suspected fraudulent activities. I'm an accountant and these are just my company's issues. I am experiencing extreme issues with the QB accounts with two of my clients as well because they are government clients (more complicated ownership structures to validate that customer service representatives need significant training on). 

I have now had to resurrect the instructions for my staff on how to do payroll manually if needed since Intuit cannot be trusted to prioritize their client's needs over their own bottom line. I have also begun researching the other software options out there because I cannot have the ability to operate my company contingent on such a poorly operated company like Intuit/QuickBooks who is fast to double charge me but ghosts when its time to help solve problems (including the ones they themselves created). I stumbled across this chat when once again searching and searching for how to get in the queue for them to resolve the latest issue so wish me luck...

I know this hasn't been an easy process for you, Pursuit.

Let me make it up to you by making sure you'll be able to reach out to our QuickBooks Support Team.

I understand that you've contacted our support team, but I would still recommend reaching out to them again. You can do this by contacting them outside QuickBooks Desktop.  They have full access to your account and can help you resolve your payroll subscription issue. They can also ensure that you'll be able to run payroll effortlessly.

For your visual reference, I've attached a screenshot below.

I'd also recommend visiting our View all articles page for future reference. From there, you can browse guides in processing payroll.

I appreciate your understanding on this matter. Please know that I'm determined to get your issue resolved.

I think you just have a loop - here call this number, reach out to this group. 

If you actually read the reply you will see I resolved the payroll issue - since people could not be paid, it is of course fixed. 

The problem is the customer service. 

You call an 800 number and after many many phone trees and a great amount of time, you get to talk to someone. They can't help because no one would subject themselves to calling customer service unless they had a very serious problem and surprise! asking the community or looking at a manual does not help.

Where is the issue explained that if Intuit can't run your payroll the next payroll will lose its payroll item syncing? Is that in a manual?

After talking to many people and explaining an issue over and over, you get put on hold and after about 15 minutes  on hold, you get dropped.  

Fix that problem-get your head out of solving some particular problem-the problem is overarching across Intuit.

I have used Quickbooks for 20+ years. Now I am forced to upgrade to their new subscription model due to paying for the payroll service. I have spent days and countless hours trying to get the upgrade activated. TERRIBLE CUSTOMER SERVICE. AS I AM ON HOLD AGAIN FOR OVER AN HOUR I AM SEARCHING FOR ALTERNATIVES.

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@Kev14 wrote:

I have used Quickbooks for 20+ years. Now I am forced to upgrade to their new subscription model due to paying for the payroll service. I have spent days and countless hours trying to get the upgrade activated. TERRIBLE CUSTOMER SERVICE. AS I AM ON HOLD AGAIN FOR OVER AN HOUR I AM SEARCHING FOR ALTERNATIVES.

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@Kev14 

What do you mean with "forced to upgrade to their new subscription model"? Afaik, you may keep using a one time license of QBD and subscribe to QB Payroll or another 3rd party payroll app. You just need to upgrade your QBD version after 3 years to keep Web Connector protocol working with other apps or utilize an importer tool.

BECAUSE IT TAKES FOREVER TO GET THE HELP NEEDED AND THEN YOU CANNOT UNDERSTAND THE PERSON THAT IS SUPPOSE TO HELP YOU WITH A PROBLEM YOU DON'T UNDERSTAND THEN YOU GET A PERSON YOU DON'T UNDERSTAND.  VERY DISRESPECTFUL TO YOUR CLIENT BASE.  WHEN YOU FINALLY HAVE SOME COMMUNICATION IT GOES TO HIGHER TIERS THEN YOU START ALL OVER AGAIN.  THANK HEAVENS I DO NOT USE QUICKBOOKS PAYROLL SOFTWARE.  A CO BUSINESS OF OURS HAS HAD NIGHT MARES SINCE SWITCHING OVER TO 2021.  BUT BECAUSE OF THE LACK OF COMMICATION ALONE I WOULD NOT RECOMMEND QUICK BOOKS.  POOR CUSTOMER SERVICE.  SELL PRODUCT BUT DON'T HELP USER.  

@AUNTLINDA 

Thanks for your sharing. Many options in the market to replace your QB products.

It’s unbelievable that Intuit has been able to get away with their poor level of customer service this long. There hasn’t been one phone call to their customer service that has been resolved in less than 3 hours 

As a user of QB for over 20 years I have had enough. Customer service (if you can call it that) is on par with comcast and ATT . What a shame that a once-great company has put profits over customers. The profits will suffer because of this and others in the marketplace who understand customer service will capture the audience.

@marbleguy 

Consider migrating to another accounting app. You may need a new flavor after 20 years. 

OMG. I've never ever experienced anything like this. For a product as crucial to its customers as this is, it's criminal to provide such horrible support. So. Let's talk alternatives. Any recommendations, because I'm done.

@BeyondFrustrated4 

Contact us in private and we will recommend a few options to explore. Then you may consider purchasing our conversion service later. 

I'm about ready to try a different software as well.  I have payments, desktop, and payroll and CRM software, nothing will talk to one another--it probably could, and I purchased everything because it should.  I'm pretty much self taught and on an island.  These boards are cathartic way to vent my frustration with Intuit, other than that--completely useless to me.  The only way I have ever gotten anyone to even answer the phone is by calling Intuit Sales Line.   

@Forrest817 

You should explore other options in the market. Contact us in private if required.

In the same boat, looking for an alternative to both the QB desktop software {for Mac} and also a compatible payroll service. It’s like some kind of epic game show challenge to get simple questions answered by a real live customer service person. Their relentless attempts to make us talk to their robots and the disastrous forced migration from Paycycle to QB payroll online are outrageous. I used to own a substantial amount of intuit stock and I sold it because I was so disappointed in their embarrassing “customer service”. Today while I waited to find a person who could solve my IIF file issue, I browsed the internet for an alternative. Representative, once I got her on the phone was great. But the process of connecting to her was offensive. Had to talk to several others on multiple calls to find her. One of the earlier people I spoke to gave me incorrect information and when I told her she was wrong {which she was) she hung up on me.

I have been on the phone all day yesterday, and 5 hours today with your totally useless and ignorant staff. No one can help with a basic question.  Your customer service is deplorable, and a disgrace.  This happens over and over again with every customer support session.  Worthless staff, worthless training, worthless customer support, and a terrible offense to your customers. You just don't [removed] care!

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@Howie401 wrote:

No one can help with a basic question.  

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@Howie401 

What was your basic question?

It's difficult to express in words!  They have gone over and above to create an exceptionally frustrating support system.  Sad thing is, it's very difficult and time consuming to change accounting software and Intuit clearly knows it.  If it were easy to switch, they would have to drastically improve customer service or have no customers.  I've been trying to submit my payroll for 12 hours now.  Have been disconnected from chats three times with no resolution.  Requested a call back (you can't call them) to no avail.  My payroll is now one day late and there is no resolution in sight.  My advice to those getting into business - Beware of QB vendor lock!

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@kerensen wrote:

Sad thing is, it's very difficult and time consuming to change accounting software 

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@kerensen 

You can purchase a 3rd party conversion service. Contact us in private for details.

Yes- that has happened to me. 

Also difficult because a couple of my long term clients I convinced to switch to QBO from Desktop. Both support groups are terrible but hard now to go back to clients and tell them well, QBO is actually awful and problems can't get resolved. So a bit of pride involved in the change as well. But have to get over it I think. 

This is the worst company for customer service I have ever seen. I called the SALES number to talk to a sales man about QuickBooks for our business, I got an Indian girl who barely spoke English and was the worst experience ever. I will never use your services as long as I live 

You should not be in business 

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@dbeiler wrote:

I called the SALES number to talk to a sales man about QuickBooks for our business,

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@dbeiler 

What was your question? 

Now you want to know.. That's funny it was simply to talk with a sales person to see if QB was a good fit for our company and I got nothing but a runaround and the girl who i talked to wouldnt transfer me to a salesman, she just kept saying may I kindly know what this about. Its about talking to a sales person to see if your a good fit for our company. 

We will use someone else... no time for this garbage