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a_stepstone
April 1, 2024
Question

Inconsistent and Unsatisfactory Payroll Support

  • April 1, 2024
  • 1 reply
  • 0 views

I know I have made (at this point) multiple discussions regarding Quickbooks' Online Payroll Support, but this has gotten out of hand. Not only have I consistently been lied to about that status of our ticket for the upwards of a little more than a month, but, now things that I was told were in rotation...are suddenly NOT viable. I was told last Wednesday (03.27.2024) that a supervisor would be in contact me within 24 - 48 hours. Absolutely no one called. I was told the week before that our case had been escalated and that we would be getting a message within 3 business days to let us know that our case (which we had to RESUBMIT and open another NEW CASE since the corrections department neglected to open the files we uploaded in time and thus lost the ability to view them...which we were NEVER told happened and for a month we were told it was being worked on, only to find out that it was never even started in the first place). Anyway, no messages from anyone in corrections department or support team was received. Now (today, 04.01.2024) I am being told that they are not escalating cases at this time. 

 

As a company that has been with QuickBooks for over ten years, this whole experience after moving to Quickbooks Online has been disheartening, time consuming, frustrating and at times downright infuriating since the start. We are constantly being lied to or having information withheld from us regarding our cases and we are consistently the ones that reach out for updates only to be given the run around or flat out lied to in response to their statuses. It is safe to say that after this tax season is completed and we've been able to file our taxes (which we cannot do in a timely manner, as QB has consistently given us false information regarding when our ticket will be completed and our revised tax papers sent) we will most likely be looking into using a new service for our payroll and tax needs. 

    1 reply

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    DebSheenD
    April 1, 2024

    Hi there, @a_stepstone.

     

    I understand the importance of managing your payroll data in QuickBooks. 

     

    With this, I recommend contacting our support team again. In this way, you'll gain secure access to the latest information and updates related to this matter. Rest assured that our product engineering team is committed to finding a solution and resolving this problem at your earliest convenience.

     

    To contact our support team: 
     

    1. Open QuickBooks.
    2. Go to Help, then select QuickBooks Desktop Help/Contact Us.
    3. Select Contact Us.
    4. Give a brief description of your issue, then select Continue.
    5. Sign in to your Intuit account and select Continue and then Continue with my account.
      • If you don't already have an account, make sure to Create a new account.
    6. We'll email you a single-use code. Enter your code and select Continue.
      • If you have more than one account, select the account you want to use and then Continue.
    7. Select to chat with us or Have us call you.
       

    Additionally, you may want to run reports and customize them to get the payroll information you need. I've added this article for your guide: Customize Reports In QuickBooks Desktop.

     

    Don’t hesitate to leave a comment if you have more questions about your QBO data. I’ll be eager to help you in any way.  

    A
    a_stepstoneAuthor
    April 1, 2024

    Thank you for the reply, but these steps have absolutely nothing to do with my original post.

    I have called support multiple (MULTIPLE) times about this issue and I am always told the same thing. Nothing ever pans out differently, or (like today) I am hung up on when stating that what I am being told in regard to my situation is absolutely not true. 

     

    Customers MUST be given ways to contact these departments directly. It's absolutely insane to me that there is no way to contact the corrections department directly as a customer and such a backwards way of running any kind of customer support service. 

      BigRedConsulting
      BigRedConsulting
      April 1, 2024

      You appear to have a very fair and balanced view of QuickBooks Online support.

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