Taxes

chadmac · ‎January 08, 2021

I tried connecting with support via the link provided and unfortunately I was connected to one idiot after another. The following is the transcript from my chat session. I am absolutely incensed with the customer service I have received.

Info

at 9:03, Jan 8:

Please wait while we connect you.

Peter Jude Q

at 9:03, Jan 8:

Hi! Thank you for messaging Intuit QuickBooks Pro Premier. My name is Peter. I hope you are doing well today. I'll be happy to assist you today.

You

at 9:06, Jan 8:

Great, thanks. Did my initial message go through? I simply want to be added to the list of affected users for the Form 940 issue so I can be contacted when the issue is fixed. The investigation number is INV-53409. Read

Peter Jude Q

at 9:06, Jan 8:

Don’t worry I got you covered, I will need to clarify a few things so I can give you the best recommendation and get you back to business as soon as possible.

Peter Jude Q

at 9:06, Jan 8:

First, I need to review your payroll account. May I have your Federal EIN please? And for security purposes, please place it on the Secure Form that I'll be sending and select Other.

Peter Jude Q

at 9:07, Jan 8:

Peter Jude Q has sent you a Secure Form: Care Information

You

at 9:07, Jan 8:

I process payroll for many company files. Should I provide one of my client's EIN's or my firm's EIN? Read

Peter Jude Q

at 9:08, Jan 8:

The one you have concern with today.

You

at 9:09, Jan 8:

The concern applies to all of my clients since your software is once again messed up. Read

You

at 9:10, Jan 8:

It is not properly calculating Form 940. Your online support forums instructed users with the same issue to contact you and provide you with the investigation number so we could be added to the list of affected users. Read

You

at 9:10, Jan 8:

It is not an individual issue. Read

Peter Jude Q

at 9:13, Jan 8:

First, I need to review your payroll account. May I have your Federal EIN please? And for security purposes, please place it on the Secure Form that I'll be sending and select Other.

Peter Jude Q

at 9:13, Jan 8:

Peter Jude Q has sent you a Secure Form: Care Information

Peter Jude Q

at 9:13, Jan 8:

The following Secure Form has been submitted: Care Information

You

at 9:14, Jan 8:

That is the EIN for one of my payroll clients Read

Peter Jude Q

at 9:15, Jan 8:

Thank you for that information.

Peter Jude Q

at 9:15, Jan 8:

How was your experience contacting us?

You

at 9:16, Jan 8:

So far, not great since you don't seem to be following along very well. Are we done or something? Read

Peter Jude Q

at 9:17, Jan 8:

We appreciate your patience as we work to maintain the safety of our experts. At this time, we are not offering phone support options due to staffing. We apologize for any inconvenience and are doing our best to solve all critical issues for you.

Anyhow, thank you for the feedback. Please take note of this direct link so you can reach support easily next time; http://intuit.me/qbdt

Peter Jude Q

at 9:18, Jan 8:

We are still in the process of verifying your account.

You

at 9:19, Jan 8:

Then why would you ask, "How was your experience contacting us?" which implies you are concluding the chat? Your customer service is terrible and lately your product has been terrible as well considering the issues with the CA SDI rate which took you a long time to finally correct. This is unacceptable. Read

Peter Jude Q

at 9:22, Jan 8:

Customer like you makes our service really terrible. Why can you just have patience? I mean we don't have control to any errors inside QuickBooks.

You

at 9:24, Jan 8:

How are your reading comprehension skills (or lack thereof) my fault? You don't seem to be capable of following a simple chain of text and understanding what I am saying. Blaming me for your incompetence is absolutely ridiculous. Read

Peter Jude Q

at 9:30, Jan 8:

Oh.

Peter Jude Q

at 9:34, Jan 8:

I don't mean to rush you, are you still with me?

You

at 9:34, Jan 8:

Yes, I'm waiting on you, remember? Read

Peter Jude Q

at 9:34, Jan 8:

May I have your company name and email address, please?

You

at 9:35, Jan 8:

I am from [company removed]. The EIN I provided you with is for [company removed]. My email address is [email address removed] Read

Peter Jude Q

at 9:37, Jan 8:

Thank you for the information. Let me check on your account.

Peter Jude Q

at 9:37, Jan 8:

While checking, kindly answer the following questions:
How many company files are you working on?
How many employees do you have?
How convenient it is for you to be able to access your files anywhere or working from home?

You

at 9:39, Jan 8:

How does any of that have anything to do with my current issue? Read

Peter Jude Q

at 9:43, Jan 8:

As much as I would like to assist you on this but our department only handles QuickBooks Desktop issues. Any issues relating to Intuit QuickBooks Accountant will be handled by our dedicated team of experts dealing with this kind of concern. I will be transferring you over to Intuit QuickBooks Accountant.

Shall we proceed?

You

at 9:45, Jan 8:

All I need is to be added to the affected users list for investigation number INV-53409. If that isn't something you can do, please transfer me to someone who can. Read

Peter Jude Q

at 9:47, Jan 8:

As much as I would like to assist you on this but our department only handles QuickBooks Desktop issues. And upon checking here in my end you have Intuit QuickBooks Accountant.

Peter Jude Q

at 9:47, Jan 8:

One moment here.

Info

at 9:49, Jan 8:

We’re transferring you to someone else who can assist you.

Info

at 9:49, Jan 8:

Allison P joined the conversation.

Allison P

at 9:49, Jan 8:

Thank you for contacting your QuickBooks Online Advanced team! My name is Allie.

What can I resolve for you today?

You

at 9:50, Jan 8:

All I need is to be added to the affected users list for investigation number INV-53409. The last representative wasted more than 45 minutes of my time so I'm hoping you will be better. Read

Allison P

at 9:51, Jan 8:

Can you provide more details to the issue please?

You

at 9:52, Jan 8:

It is an ongoing issue relating to the form 940 not calculating exempt payments correctly. Per your online support forums, users experiencing this issue were instructed to reach out to you to be added to the affected users list so we can be contacted once the issue has been fixed. Read

Allison P

at 9:53, Jan 8:

I understand. Are you using QuickBooks Desktop or Online?

You

at 9:54, Jan 8:

QuickBooks Desktop Premier Accountant edition. The last representative said he couldn't help because he only handles QuickBooks Desktop issues which doesn't make sense because I am using a version of QuickBooks Desktop. Read

Allison P

at 9:55, Jan 8:

If you use strictly desktop payroll, I'm only trained in payroll for online.

You

at 9:56, Jan 8:

Then why did he transfer me to you?!?!?!?! Read

Allison P

at 9:56, Jan 8:

Not sure. Let me get you back to them.

You

at 9:56, Jan 8:

That last representative was by far the worst I have ever had to deal with. He didn't seem to be capable of understanding anything I typed! Read

You

at 9:56, Jan 8:

This is not complicated! All I want is to be added to an already existing case!!! Read

Allison P

at 9:57, Jan 8:

In order for us to do that, we still need to go through the proper troubleshooting to determine if you apply to be added. It's not always black and white.

You

at 9:59, Jan 8:

This situation most certainly is black and white. I explained everything to the last representative who looked up my account and said I needed to be transferred to you. This is absolutely terrible customer service. I have a business to run and your software is not working the way it is supposed to! It most definitely is not user error, it is an established issue affecting all Desktop users. Read

Allison P

at 10:00, Jan 8:

Please stay with me while I transfer you to desktop.

Info

at 10:01, Jan 8:

We’re transferring you to someone else who can assist you.

Info

at 10:01, Jan 8:

Aiko N joined the conversation.

Aiko N

at 10:03, Jan 8:

Hi! Thank you for messaging Intuit QuickBooks Pro and Premier Desktop Support. Pleased to meet you online. My name is Aiko. I greatly appreciate your patience for waiting. Rest assured that we will do our best to resolve your concern right away.

Aiko N

at 10:04, Jan 8:

I'm sorry to know that you have been transferred, don't worry I will do my best to help you.

You

at 10:04, Jan 8:

So far I have been transferred twice and I am extremely pissed off because my issue is not complicated so I really hope you are better than the last two people I have had to deal with. All I need is to be added to the affected users list for investigation number INV-53409. This is pertaining to a known and ongoing issue relating to the form 940 not calculating exempt payments correctly. Per your online support forums, users experiencing this issue were instructed to reach out to you to be added to the affected users list so we can be contacted once the issue has been fixed. Sent

Aiko N

at 10:06, Jan 8:

I'm sorry for what happened, we will make sure to do what we can to fix it.

You

at 10:06, Jan 8:

Are you going to be able to simple add me to the affected users list? Sent

You

at 10:06, Jan 8:

simply* Sent

You

at 10:06, Jan 8:

If not, I'm done wasting my time. Sent

Aiko N

at 10:08, Jan 8:

I tried to review your concern here. However as much as I'd love to help you resolving your concern, we have a separate department who is trained regarding this issue.

You

at 10:09, Jan 8:

All I want is to be added to the affected users list for investigation number INV-53409! It really cannot be this difficult! This is unbelievable... Sent

Aiko N

at 10:10, Jan 8:

I understand your frustration, but I am not trained for this issue. I really apologize about that.

Aiko N

at 10:11, Jan 8:

Don't worry, this time I'll make sure that I'll be transferring you to the correct department for them to better assist you.

I feel like I'm in the twilight zone. This is absolutely insane. After being transferred again, I finally ended up with someone who could actually do something and after about another 15 minutes, I was told that I am now (supposedly) on the list and should receive updates. I am still extremely disappointed with the service I have received.