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Level 1

QBO Customer Service Model

Why is the Quickbooks Online customer service model so abysmal?
The model has moved from one where it was possible to connect to a customer support e-mail address. At present, the only means of connecting with support is through a browser chat window which, more often than not, either:-
1) is in fact a support-bot (impossible to interact with
2) doesn't connect at all because of the implementation.
In addition, the QBO support model now prevents the direct contact over the phone with support staff. It is virtually impossible to adequately discuss the resolution of problems in this way.
Such a Customer Support Model is 99% of the reason why I will switch to a different cloud accounting provider.
6 Comments 6

QBO Customer Service Model

Hi, hkphooey.


I'm here to help and ensure that your questions are addressed accordingly.


To give you the right amount of information and solution, can I ask for the specific issues you're facing in QuickBooks? Also it would be best if you can send me a screenshot as well.


Any additional information would be highly appreciated. I'd suggest visiting this article: Account Management. These will provide links about managing your QBO account, income, expenses, inventory, and running reports.

I hope you can respond to me on this post so we can work with your concern together. Please know I'm ready to assist further. Have a good one.

Level 1

QBO Customer Service Model


Hi RoseMarjorie,


I think your answer illustrates very well the frustrations I am experiencing.


I have raised a legitimate problem with the QBO Customer Service Model and you have asked for an irrelevant screenshot.


Also, you have directed by message to the materials about managing the accounts of my company, when clearly it is the QBO Customer Support model that I have a problem with.


Specific problems with the QBO Support Model:-

1. An obligation to use a Chat in a browser rather than a customer support e-mail to raise issues

2. The fact that the Chat personnel are clearly Robots who can't adequately support simple queries.

3. The chat sessions are stopped after a short time (1min) of inactivity. This is only one way, the support personal can leave you hanging for as long as they like.

4. With no way to speak with an agent it is impossible to convey issues adequately.

5. There is no follow-up with direct email contact after raising an issue in a Chat window.

6. There is no way to track the status of the resolution of issues.


I could go on and on....but put simply the current QBO support model is by far the most frustrating thing about what is otherwise a pretty good platform.









Fiat Lux - ASIA
Level 15

QBO Customer Service Model


Their resources are limited and QBO Global version users are relied on this community to resolve our issue. Contact us should you need to purchase a 3rd party conversion service 8)


Level 1

QBO Customer Service Model


Limitation of resources is not an excuse for having an ineffective customer service model. 


I am trying to assist QBO here by pointing out significant deficiencies in their chosen model and how it is actively pushing otherwise loyal customers away from their product.


But Fiat Lux - Asia, your response seems like an overt advertisement on what is supposed to be a community assistance forum. Also another problem with this QBO customer service model.


Hema J
Level 1

QBO Customer Service Model

When we are facing an issue when we are printing the invoice Tax rate is not showing in front of the individual line item . Hence the client is not accepting bills whenever there are multiple rates in a single invoice

QBO Customer Service Model

Hello @Hema J,


Thanks for dropping by here in the Community. I can fix the issue with the tax rate when printing the transaction in QuickBooks.


The details that show when printing invoices will depend on your sales form template. I suggest reviewing the setup and ensure you enabled the Tax option from the Content tab.


Here's how:


  1. Open the invoice.
  2. Click Customise at the bottom and choose the template you want.
  3. Hit Edit current
  4. Go to the Content tab, then click the pencil icon in the middle. 
  5. Put a checkmark on the box beside Tax.
  6. Hit Done.
  7. Open the invoice again.
  8. Select Print or Preview at the bottom, then click Print or Preview again to confirm. 
  9. Review the items and taxes. 


In case the problem persists, I recommend you proceed with the next troubleshooting steps. For the detailed instructions, please visit this page about PDF printing issues: Test sequence for PDF printing issues.


Also, If you need tips about how to personalise invoices, like adding a custom logo or changing column widths, you can check this article: Customise invoices, estimates,and sales receipts in QuickBooks Online.


Drop me a comment below if you have any other issues about the invoice. I'll be happy to help you some more.