Question

Assisted Payroll, Customer Support, General

Forum|Forum|4 years ago
January 28, 2022
2 replies
0 views

Why does assisted payroll not have a dedicated customer support line anymore? 4-1/2 hours to get a TPA number to add them to a new state WH and UI account as third party admins. 30 minute chat, given onboarding number. Onboarding can't help, transferred me to customer care. Customer care now handles everything and knows little about all areas. I found other providers that actually list their TPA account numbers on their website. How simple. Instead I had to go thru chat, Tier 1, 2, 3 and finally Tier 1 was able to connect to a manager who gave it to me in 10 minutes. Total time on the phone 4 hours. It is mind boggling how BAD Intuit has restructured their support. And can I mention that our tax notices are emailed to the address they give us and NO acknowledgement and lately NO response either. C'mon Intuit, get it together already. Your ProAdvisor support team used to be the best. No you have the worst customer service I've ever dealt with.

QuickBooks Desktop Payroll

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ReymondO

Thanks for bringing this up in the QuickBooks Community page, @jesse2.

I can see how stressful it is to jump from one call to another just to resolve the issue. I'll take note of this and pass it along to our Customer-Care Department. This way, we can improve our service with our customers.

Customers using the QuickBooks Full Service Payroll still have a separate line for payroll concerns.

If you've contacted our payroll team via call inside QuickBooks, then you'll be taken care of by our payroll specialist that's capable of assisting both Assisted and DIY subscriptions.

You can connect to our Full-Service Payroll Chat Support Team. This department is intended to support our QuickBooks Full Service users only. That way, they can focus on your assisted payroll concern and fix it in no time.

Here's the link to chat with them: https://public-consumer-chat.app.intuit.com/app/ccs/consumer?experienceId=sbsegUsDtPremAsstOop&

Moreover, you may want to run Payroll the Summary report in QuickBooks. This will help you can get a closer look at your payroll totals, including employee taxes and contributions.

Let me know how else I can help you with QuickBooks by adding a comment below. I'm more than happy to lend a helping hand. Keep safe!

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jesse2Author

When you say Full Service Payroll, are you including Assisted Payroll for Desktop? I asked specifically (more than once) for a dedicated person and was told that it has now devolved to just customer care people that can handle everything, including payroll issues and that there is no more Assisted Payroll customer service dept. We are not using the online product. And having employees that have to constantly move thru the upper tiers to get answers because "I haven't had that before" doesn't cut it.

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ReymondO

Thanks for getting back to me, @jesse2.

Yes, I'm referring to the Assisted Payroll for Desktop.

Also, you're right. Our customer supports are now trained to handle payroll concerns for both of these subscriptions. This is to lessen your wait time and transfer rate when contacting QuickBooks.

Moreover, you can check out our Year-End Guide for QuickBooks Desktop. This will provide you with some info on what you'll need to do when closing your books and preparing for the new one.

If you have other questions or concerns in mind, feel free to write them down below. I'll be here to help you out.

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InfraStructure

I used to love Intuit Quickbooks Assisted Payroll. It definitely changed when they cut off access via phone and had to go through the desktop to get help. I was told they did this for "security" reasons. It was inconvenient, but I initially was able to get call backs - but only if I used my personal cell phone number. If I put in my work phone number there is no place for an extension. If an agent calls and gets the auto attendant, they do not have the extension number and I don't receive a call. How many companies do not have extension numbers for their employees phones? It was not thought out very well. Even worse, for well over a year now when I go through the desktop help and request a call back, even putting my personal cell number in, I get a response that I should get a call in about 5 minutes but I DONT EVER get a call back. I have tried this MANY MANY times. I have reported this problem to agents more times than I can count.. I have tried feedback and troubleshooting via help to no avail. Nobody seems to be able to tell me why this is happening nor how I can get this issue resolved. The only way I can get through to assisted payroll is by calling Quickbooks Desktop Sales during their business hours and asking them to connect me to assisted payroll. They are not always open when I need assistance. We pay for assisted payroll, yet we are not getting the service we are paying for. One agent suggested that I reach out to the Intuit Office of the President because they would care - but I haven't been able to get this address to even try. When I get through to an agent, they often do not have access to the information I need. When they are able to answer questions, typically it is ame telling the agent what I need help with, followed by them emailing someone else while I wait and then they relay info to me and around and around we go. It is a tremendous waste of time and unfortunately a majority of the time I am unable to get the answers I am seeking. I would very much appreciate if someone at Intuit Quickbooks would help us resolve the issue of being able to get help from assisted payroll and also from the assisted payroll people that handle tax notices. I think the leadership of Intuit should experience what it is like to be a customer with questions. I can assure you they would become extremely frustrated. It does not feel like Intuit cares about there customers any longer. Any suggestions?

MichelleBh

Thanks for the detailed explanation of your experience, @InfraStructure.

I wish you didn't have to overcome all these hurdles when connecting with our support. However, you may rest assured that I'll note your experience with the support department and share it with our management team. This way, we can ensure we're doing everything in our power to deliver a positive experience.

Additionally, Intuit's executive team is extremely invested in creating experiences for our customers that make running a small business easier, and they always appreciate feedback on how we can improve. With this, I'd recommend sending a request to our Office of the President, and they will work with you directly to help resolve your concerns.

Proceed with the following steps:

Go to the Intuit Executive Leadership Team website.
Click the Submit a request hyperlink.
Follow the on-screen instructions.

Moreover, you can bookmark these articles on how to manage taxes and what to do if you receive an IRS or state tax notice of discrepancy:

Thanks for your patience on this matter. Please know that you're always welcome to post your questions in the Community. Rest assured, we got your back!

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Steve3316

I have Quickbooks Elite Payroll and there is nothing elite about it.

It is ridiculous how restricted it is for the user. Then when you call for support it seems as if nobody knows anything about payroll they just have access to do some things that us users dont.

The common answer for them is "hold on while I research how to fix issue". Then they often come back with an answer that has nothing to do with original problem. Often seems as if there is a big breakdown in communication and understanding.

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