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Deadwood Al
June 18, 2024
Question

Left hand / right hand

  • June 18, 2024
  • 1 reply
  • 0 views

After a rather lengthy phone conversation with QB Tech Support, I received a couple emails asking "How did we do?"  and included was "Please leave a message and send your FEEDBACK in this link: https://quickbooks.intuit.com/commerce/common/fragments/feedback.jsp

I clicked on that link, and it took me to https://quickbooks.intuit.com/quickbooks-commerce/. Great job, Intuit! 

 

Among other things, one comment would have been:   When we were sold moving from Pro+ to Enterprise Gold, we were told ... and I believe there was the same on one of the Enterprise web sites ... that Enterprise users have a US Based dedicated support group for Enterprise. Well, my experience is that is not at all true. I called the phone number we were given, and part of the recorded message was to choose between Online and Desktop!  I obviously chose Desktop, and after waiting in que for slightly more than reasonable, I ended up talking with a very nice person from Manila. So much for US Based. After talking a while, she told me that she didn't know the answers to some of my questions and would have to check with the Enterprise group!  So much for a "dedicated US Based Enterprise support group."  Makes one wonder how many other instances of "skirting the truth" we were told.

 

Rant over.

    1 reply

    D
    Deadwood AlAuthor
    June 21, 2024

    Interesting ... I sort of expected what usually happens on postings: someone from the QB Team responds, and I thought they would tell me how to really contact the QBES US-based Dedicated Support group. But utter silence ensued!   

     

    We still do have a need to contact support, I'd just like it to be what we were promised upon purchasing the QBES Gold system: a group who is experienced in Enterprise and doesn't need to pass us off to anyone else to accomplish the objective.

     

    I didn't think that was going to be too much to ask for.

    I
    I used to have an invoices sho
    June 21, 2024

    Hi there, Deadwood Al. I'd like to share some valuable information with you about getting support for QuickBooks Enterprise (QBES).

     

    Certainly, when you subscribe to QuickBooks Enterprise, you have unrestricted access to our team of experts based in the U.S. However, due to a high volume of calls and chats, callback requests may randomly be routed and handled by non-U.S. support.

     

    Since you've already been in touch with our QuickBooks Enterprise support team, I recommend contacting our Customer Support Team for further assistance and be routed to a U.S.-based Enterprise Support.

     

    To reach out to our Customer Support Team, you can take the following steps:

     

    1. Open QuickBooks and go to Help, then select QuickBooks Desktop Help/Contact Us.
    2. Click Contact Us and give a brief description of your issue, then select Continue.
    3. Sign in to your Intuit account select Continue and then Continue with my account.
      • If you don't already have an account, make sure to Create a new account.
    4. 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.
    5. Select to chat with us or Have us call you.

     

    QuickBooks Enterprise support is available 24/7 and our support hours may be subject to occasional downtime due to system maintenance, company events, observed U.S. holidays, and events beyond our control.

     

    Additionally, please refer to this article which includes the direct phone number for QuickBooks Enterprise support: Contact QuickBooks Enterprise Support.

     

    You may also visit this article for more details on the frequently asked questions in QuickBooks Enterprise: QuickBooks Enterprise Support FAQs.

     

    If you have any further questions about other support-related processes in QuickBooks Enterprise, please feel free to reach out. I'm here to help. Have a productive day!

    D
    Deadwood AlAuthor
    June 21, 2024

    Thank you. I will try these numbers and the call-back method as well. Thank you for responding. I'll let you know how these work.

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