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R
ReceivedReallyPoorCustSup
May 21, 2024
Question

Poor Support from QBO Chat Agents

  • May 21, 2024
  • 1 reply
  • 0 views

Hi,

 

I am just wondering if anyone else has had extremely poor experience with QBO Customer Support Agents. I just spent forty minutes in chat only to be handed off to another agent who asked my name, reviewed the chat, replied that I need to ask the company syncing with QBO my question, and immediately ended the chat session before I could respond. In my chat, I had already mentioned asking the other company customer support the same question and had said that I am looking to verify the understanding.

 

I attempted another chat session with the intention of getting a customer support email address to make a complaint and then spent another forty minutes with an agent in chat who kept insisting that she needed more information before she could help, only to tell me that there is no support email and the only contact method is phone or chat. I had let this agent know my desire for email was due to time constraints in my day and the need to resolve this issue not being extremely time critical.

Has anyone else had similar experiences? For any QBO reps on here, I really just want a response and an answer to my original question which I am happy to share. I am also happy to share the entirety of the first log and provide the second chat log privately. 

1 reply

S
SirielJeaB
May 21, 2024

I recognize how inconvenient and time-consuming it is to get transferred from a different support team.

 

Based on your screenshot, Harley mentioned Melio and integration. Can you share more details with us? This will help me provide you with the appropriate guidance and instructions you need. You can also send us screenshots for better visual understanding.

 

We're unable to provide a customer support email address as the Community space is a public forum. And yes, the only way to reach us is to utilize our contact feature within your QuickBooks account. 

 

Since you mentioned that this issue needs to be resolved, you might want to consider reaching out to our Live Support again. You can request the representative to escalate the matter to a higher level of support for a timely resolution.

 

Alternatively, if this pertains to a QuickBooks feature, you can utilize our Feedback option to submit your suggestions.

 

Additionally, here's a compilation of useful resources for the steps related to your business task while working with us: Help Articles for QuickBooks Online.

 

Please stay in touch if you have further questions or concerns about QuickBoks integration. I'll be more than happy to help. Keep safe!

R
ReceivedReallyPoorCustSupAuthor
May 22, 2024

I think you've missed the issue. It was not the transfer, but the transfer paired with a lack of conversation with the new agent and them logging off before I could request any further clarification. 

 

I managed to reach a customer service person on Facebook. While they are probably the same level of customer service as the chat service and they probably cannot make a note anywhere or let the team know, they at least owned the mistake, said no one should be treated that way, and apologized. Recognizing that this effort won't make a change, at least they made me feel heard. That's all people really want and it is wild to me that four out of five support agents could not manage that.

 

I'm sure you can see the email associated with my profile, feel free to message me privately and I will provide the entire transcript of both chats as well as one from Melio customer support chat that shows a stark difference in procedures and training for the better. I do not want to provide the transcripts publicly as they identify myself and the company I represent. 

Fiat Lux - ASIA
Fiat Lux - ASIA
May 22, 2024

@ReceivedReallyPoorCustSup 

Did you resolve your issue? I can't see the full picture in the chat transcript.

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