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M
MCRI
May 5, 2025
Question

Support

  • May 5, 2025
  • 1 reply
  • 0 views

I'm interested in how other people set up Quick books Payroll when support is so horrible.  I paid for Premium which says 24/7 support but when I click "Help" and put "Talk to Human" in the chatbot box, it tells me no one is available Sunday night.   Now I have to wait until Tuesday to talk to someone because I don't have two hours to talk to someone on Monday to figure this out.  Except for someone in a department called "Customer Success", which I cannot find again, I have had really bad support.  Even the "experts" have to look up my question to give me an answer.  I can't believe I spent $1700 on a product with such poor set-up support.  I think this tool will eventually save me time (and maybe money) but getting someone I can understand and who is knowledgeable, to work with me is impossible.  How is everyone else doing this?  I have heard from others who are having support problems too, but is there a better way than going through the chatbot to get to someone who may or may not know what to do, and then when you have a follow-up you have a completely different person that you can't understand?   If there is, please tell me.  And I hope the answer isn't to pay for the "expert" support.  I'm not paying for support to get someone who can really support me when Premium payroll is supposed to come with 24/7 support.  It still says that on the website.

    1 reply

    L
    LeizylM
    May 5, 2025

    I hear your sentiments, MCRI. And we understand the impact this has had on your business operations. We ensure that you can utilize QuickBooks Payroll effectively and efficiently, MCRI.
     
    To better address your concerns, could you please specify the issue you are experiencing with QuickBooks Payroll? You can also share screenshots so we can have a clearer understanding of your end. Any additional information would be much appreciated.

     

    Additionally, our customer support team is available to help you from Monday to Friday, between 6 AM and 6 PM PT, and on Saturday from 6 AM to 3 PM PT. For the quickest response, please contact us during these hours. We are here to support you and ensure your experience with QuickBooks Payroll is smooth and satisfactory.

     

    I've also added this article where you can find helpful articles, video tutorials, and more on managing your QuickBooks account: Learn QuickBooks.
     
    We genuinely appreciate your patience and understanding during this process, MCRI. If you have any further questions or concerns with QuickBooks, please feel free to reach out to us here in the Community. We are committed to supporting you every step of the way and ensuring a smooth resolution. 

    M
    MCRIAuthor
    May 6, 2025

    thanks for letting me know that my 24/7 customer support has limited business hours.  Your website still says 24/7 support for the premium payroll plan. Why do you then quote limited hours?  Is this "Community" thing how you fill in the blanks?  If so, that is very misleading.  I spoke to an "expert" today that is working on my issue.  It isn't practical or a good use of my time to try and explain the issue here and then wait for someone to respond.  I need phone support from someone knowledgeable, that I can understand.  I can't be the only person struggling with horrible service and a disjointed on-boarding experience.  This tool seems like it will be good long-term, but your support in on-boarding is confusing, de-centralized too much, poorly supported and trained, and difficult to understand. It's so bad that my accountant is offering to work with me 1-1 for $175 an hour to resolve my issues with this tool - and I am actually considering it.   VERY frustrating.  

    M
    MCRIAuthor
    May 7, 2025

    Just FYI, but I received an email today asking me to view my reply to my comment to your comment, and asking me to click that I agree that this is an accepted solution.  makes no sense at all...

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