Question

Is Quickbooks Online customer support always so bad? I have asked the same question 3 times in the online chat and have not received an answer.

Forum|Forum|6 years ago
January 6, 2020
18 replies
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QuickBooks Online

Rustler

one star for years

https://www.consumeraffairs.com/computers/intuit_quickbooks.html

U

UGH111

I've been on hold for 2 hours and they are giving inaccurate information, telling me different conflicting stories and now they are telling me that I must wait on hold for Tier 2 to chat with Dan B out of "online" to determine if my case can be escalated. They are refusing to escalate the cased and Dan B is saying clearly he has no way of resolving doesn't have the correct information to help resolve and he won't escalate it.

Awful experience.

MichelleBh

I'll ensure you get the support you need because I understand how precious time is for you, @UGH111.

I'm determined to improve your experience with our support. Providing correct information helps customers resolve the problem without a moment's delay. Escalating and solving your issue is my top priority here.

I'm delighted to check if your problem has already been escalated. However, I'm unable to pull up an account like what phone support does since Community is a public forum. I know you've already called in, but I still suggest contacting our Customer Care Team again. Our experts can verify whether your problem has been raised to a higher level or escalate it again as needed. If you have the case ID handy, please provide that to our agents to quickly see the details of the problem. Doing so does not require you to reiterate your concern. Make sure to contact them within business hours to ensure a swift response.

Additionally, you're free to share your issue with me by leaving a reply below. I'm happy to provide troubleshooting steps and exact information to solve your concern.

Furthermore, check out our QuickBooks Help Articles. This page contains steps on how to manage your business information, customer transactions, banking, and many more.

Remember that you can always ask me about any topics or other processes within QuickBooks. I'm always ready to work with you again. Please stay healthy and safe, UGH111.

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RCV

We are always aiming to make our customers feel valued, travis6.

I appreciate the time and effort you've spent with one of our chat support agents. I'll personally share your feedback with our Customer Support Team regarding this one. We'll be able to take action on improving our customer service.

You can post your concern here so that I can help you. We also have All-Stars and other users who hang out here in the Community and can provide the answer.

You can also contact our phone support agent if you need further assistance.

Here's how to reach them:

Click Help on the top menu.
Choose Contact Us.
Enter your concern in the What can we help you with? field.
Hit Let's talk.
Select Get a callback or Get the number to connect with us.

I've got a link here where you can find articles about managing your business in QuickBooks Online (QBO): https://quickbooks.intuit.com/learn-support/en-us/get-started/07?product=QuickBooks%20Online. Then, go to the Topics section to see the articles you need.

Fill me in if you need a hand with running sales form transactions or anything else QBO related. I'm always here to help.

Q

QIB user 1

Your online service is the WORST I have ever encountered in my life...

1. Too many untrained people, no idea how the applications work.. then they keep you online and fiddle for hours and make the problem worse.

2. Most of the people have less than 2 months experience and they use that application in the background researching the problem... they try to make it look like they know what they are talking about

3. QB online has cost me thousands in misses and time trying to fix.. if I could find another application I would.

Just terrible... 0/5 stars.

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ktmac1010

I wish I could upvote this comment/feedback more than once. The agent kept sending me links to "help" (loose term) articles I had already found and both the links and "support" from the agent were vague at best. Zero efforts to make anything right. That's not customer service. QB is not an advocate for small businesses. Their only concern is their bottom line. I, too, wish there was a competing product.

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cindyanglin

YES THERE SERVICE IS A JOKE. I have always known this , but now even more so. They drag you out forever and never answer your question or give you any real support. Its like a robot just pushes replies.

I rated them a 1 in customer service.

G

glrocha

Same here, what a waste of time, I was left hanging on chat twice, my question was never answered, I was just sent several useless links. I don't know what happened but there is no more phone support, and chat support is horrible. "Specialist" take lots of time to answer, and their responses have nothing to do with my issues. I definitely would not recommend Quickbooks, it's getting from bad to worse, I wish there was another alternative.

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mad accountant

I have several times waited on hold for up to an hour and then been told to call another number, only to have the same response when I finally contacted a service agent at the second number. "We can't help you, please call this number", over and over again. I am very frustrated with quickbooks. I am considering moving to another accounting company, such as SimplyAccounting online service, Sage, because I am so frustrated with their customer service.

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Rasa-LilaM

Thanks for following this thread, mad accountant.

This isn’t what I want for you when reaching out for support. Please know the Community is a platform where customers can post questions, and you’re just in the right place.

May I know the specific help you need with QuickBooks? Any additional information you can share will help me provide the best solution to your concern.

Thanks in advance. I’m looking forward to working with you. Have a good one.

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user20938214

If someone told me support was bad, I wouldn't believed them. Intuit is a multi-billion dollar software company.

After hours on the phone and chat with support though, I've come to the realization that they are the worst customer service I have ever interacted with. Given that I pay for their service and get service that's this bad, I feel literally scammed.

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rris2369

You are so correct...a billion dollar software company who doesn't have the capacity to work out the bugs in a product they created which has left my small business flat with no way to invoice any clients for weeks now.

I don't need to look at videos or contact support because I already have an open "investigation" for an issue I can see has been going on for over 2 years through other posts dating back to 2019.

But I did get my email of the price raise....Thank You, we appreciate you smacking us when we are down

MonicaM3

Hi @rris2369,

I completely understand your frustration. The ability to invoice your customers is imperative to your cash flow. Please know that I hear you and I want to help.

I was able to confirm the open investigation. While I don’t have a time frame for resolution right now, I would like to PM you to see if there is anything I can do to make your experience better.

You should see a notification in your Community profile from me shortly. In the meantime, please let me know if you have any other questions or if there is anything else I can help with.

P

peggysue-utma-co

They are terrible customer support. 1 star best. No online tech support anymore. They used to be good. Horrible chat lines. Go in circles and cant get connected. Waste so much time going back and forth on chat when you do get someone. So much simpler in the good old days when they actually spoke to you on the phone and explained things and helped you.

S

shannonatboothlady

I cancelled intuit payments several years ago - and I'm still paying for it!! I am so unbelievably frustrated by my inability to get these charges stopped. I wonder if you have to sue?

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AileneA

This is not the kind of service we want you to experience, shannonatboothlady.

Let's double check if the account has been successfully cancelled to prevent any charges. Here's how:

Go to the Gear icon and choose Account and Settings.
Select Billing & Subscription.
In the QuickBooks section, click Cancel.
Click Continue to Cancel, then Continue to Cancel again.
Answer the short survey, then Click Confirm Cancel.

You can read this article for more information about canceling your account: Cancel your QuickBooks Online subscription.

You can also reach our Customer Support. They have the tools to get into your account in a secure environment and process this refund request. To make sure you get prioritized on your concern. Please check out our support hours and contact us at a time convenient: Support hours and types.

Please know I'll be here if you decide to revisit QuickBooks in the future. Take care.

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rwestfall

CUSTOMER SERVICE IS TERRRIBLE!

THE SO-CALLED SUPPORT YOU GET CONTRADICTS THINGS YOU READ IN THE OFFICIAL DOCUEMNTATION AS WELL AS THE EMAILS QBO SENDS ME.

I GET AN EMAIL TELLING ME THE FOLLOWING BUT SUPPORT CAN'T TELL ME ANYTHING ABOUT THE CREDNETIALS QBO SETUP SO THAT I CAN VERIFY ON MY OWN THROUGH THE FEDERAL SYSTEM.

QUICKBOOKS IS A JOKE:

QUICKBOOKS HAS completed your enrollment in the Electronic Federal Tax Payment System (EFTPS)

@AileneA On February 8th I had a support rep via chat named Robert Val Arnar tell me that phoine support is not available until further notice. Now either he is lying or Quikbooks is telling reps to do whatever they can to avoid people placing phone calls...either way the service has disintegrated even more down to outright deception.

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musiclandkampground

Welcome to the new QBO. I've been with QBO since the early days (2003). Their customer service used to be second to none, with qualified service people who knew about accounting and had familiarity with the system. Now we are just connecting to a "ticket taker", a middle man who is just creating a trouble ticket for us. We now get to deal with someone who we struggle to understand, and who we struggle to help them understand our issue. It's unfortunate that as they've grown they've tried to increase their profit margin by cutting their support budget.

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Johnspsoccer

I've been on hold waiting for an agent for 6 hours and 31 minutes. Even a "leave your phone number and we'll call you back when it's your turn" would be helpful. This is actually funny now. Will let you know if they can actually fix our problem. Maybe that requires a 2 week minimum wait though...

J

Johnspsoccer

Well, here's the update...after waiting all day (since 11:52 a.m., CST) I now got a message that "our experts are currently offline. please try again later." Just for the record, that's 9 hours and 38 minutes, and an "expert" couldn't help or even connect to me.

DivinaMercy_N

Thanks for the update, @Johnspsoccer.

I'm here to share some info about our support hours. Our phone support operation for QuickBooks Online is from Monday to Friday 6 AM to 6 PM and on Saturday 6 AM to 3 PM Pacific Time. For more info, please see this page: QuickBooks Online Support.

Also, you might want to share the details of the issue you're having here in the Community. There's a lot of Community backers and QBO experts that will be able to assist you with your concerns.

Then, you can always seek self-help articles on our QuickBooks help page for guidance in performing your QuickBooks tasks.

Feel free to get back here any time if you have QuickBooks concerns. I'm just a post away to help you. Keep safe

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