Thank you for your reply. However, although this is somewhat payroll related, it is not entirely payroll related. The payroll portion (direct deposit, cost accounts for payroll costs, etc.) are working properly. The timesheets are populating the time activity under the project and the payroll (when you click on 'run payroll'). However, the fact that the net payroll for every employee that works on a given project (and on each of those projects) shows up as a transaction (cost against the project) in addition to all the other items is totally erroneous! I do not know what team would actually deal with this -- the core team, the project team, the payroll team, or ???
Bottom line.... this is a BUG in QuickBooks Online (I don't know if the same thing is happening on the desktop version) AND QuickBooks / Intuit as basically refusing to address the problem. At one point, I am told by the escalation team that it isn't happening often enough and with enough regularity for the root cause to be investigated. Then, I am told that it is supposed to happen that way and that there is an open investigation as to why it was not happening correctly in the past. If this is true and it has been "fixed", why investigate why it used to happen? Investigate why it is happening now, not in the past.... the exact opposite of what the latest agent told me.
But, in my experience with QuickBooks support over the last 6-8 months, has been deplorable! This is not the only issue for which I have received poor to non-existent support. However, it is the one that has caused the greatest difficulty and issues in our system and the only one for which I have been unable to find a solution on my own (which I have done after hours of phone calls and chats on issues in the past and being told by your support team that they did not know what was happening or why).
QuickBooks / Intuit needs to cross-train their support teams so they do not have to pass around their customers on issues like this. Currently, your teams are so "pigeon-holed" that they have no idea what to do or what to say on an issue that "touches" multiple aspects of the system as this one does. If only there was a team to which we could speak that would have expertise in multiple aspects of the system. Further, why does the support agent have to "communicate separately" to the escalation or upper-level support? Why can't they connect us all together on the call so it takes less time and the escalation or upper-level support can hear/see what is going on first-hand. I think that would help things along a great deal. The amount of time it takes to do it the current way -- back and forth over and over again, never hearing what the customer actually says) is very frustrating and counter productive!
One other thing -- is there a reason your agents don't look through the notes and/or chat above to get an idea of what is happening so they are not asking questions over again that have already been answered and addressed? At one point, I asked the agent to which I had been transferred, to take a moment and look through the notes/earlier chat to review what had already been said/done. However, instead of doing so, she asked the same questions all over again causing yet more frustration. When I asked if she had read through it, she said that she could see it -- but apparently had not actually read through the information and was not interested in doing so. If this would be something that the agents do as a normal routine, that would be helpful for all involved and would cut down on the duplication and time required to "get to the bottom of the issue".
In any case, it would be greatly appreciated if someone would take up this issue and find out why it is happening and what can be done to remedy the situation and get the bug fixed.
