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Patti51
December 27, 2024
Question

Support fee

  • December 27, 2024
  • 2 replies
  • 0 views

Has anyone had their employee pay features turned off--- and when you call to get help told that I now have to pay for support and I hadn't paid it yet????   I am currently hosted by Rightnetwork....... So I pay rightnetwork, payroll service fee, and monthly license and included support for years............. Not being told it is an extra charge???? Anyone else can share what they are paying for Enterprise for 2 users?

 

Was also told I had a problem that needed fixing....... which I know they turned it off so I would have to call and I told him so!!!  I watched him navigate my system as he ask to do a screen share.............I want to know who else this is happening to!!!

 

 

2 replies

AlverMarkT
AlverMarkT
December 27, 2024

It can be unsettling to experience a sudden change in the services you rely on, @Patti51, especially when you've historically included these features in your package. I see you're dealing with a situation where your employee payroll features were suddenly turned off and you were informed of an additional support fee for resolution. While waiting for other Community members to respond, I want to provide details to help clarify things.

 

If a product is subscribed under Intuit billing, a user is entitled to additional value or benefits such as free technical support. However, please know that Rightworks billing (formerly Right Networks) is entirely separate from Intuit billing. Since your QuickBooks Desktop (QBDT) is hosted by Rightworks, and depending on your support needs, additional fees may apply when you contact our Live Support Team for technical assistance. More info in these articles:

 

 

Given the hosting arrangement, I recommend contacting Rightworks first to ensure there are no issues from their end that might affect the payroll features within the hosted environment. Their contact details are in this article: Contact Rightworks by phone, chat, or email.

 

Additionally, if you believe the charges are directly from Intuit, you can use the Look up a charge tool. This will help you understand where the charge originated and why. Refer to Option 2 of this article for more information:  Understand Intuit charges on your credit card or bank statement.

 

 

For future reference, check out this article to get answers to frequently asked questions about hosting a QuickBooks company file: How to host a QuickBooks Desktop company file.

 

I know it’s been a bit of a rough patch dealing with the payroll issue you encountered, and I hope the details I've added help clear things up. If there are details you'd like to add or have other questions, feel free to click on the Reply button. We're committed to offering ongoing support.

C
Chrea
December 28, 2024

@Patti51 

when you call to get help told that I now have to pay for support

 

Which number did you call? How did you get it?

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Patti51Author
December 30, 2024

No it was NOT rightnetwork that I was speaking with---- It was a live Chat------- I it was turned back on--- but I told him he had to call back on Monday--- I ask to speak to a supervisor and he told me only supervisor call on back on live chat.... Someone beside this dud needs to call and straighten this out.  For the moment my employee pay a and payroll items are back on.. He was also telling me Rightnetwork would go away.....  SO what is the difference between QB Cloud and Rightnetwork hosting.... I honestly got the feeling this was some type of 3rd party that QB is using and they were trying to get more money from me.

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