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.

Quickbooks, I am an accountant with 15 years experience.  I have been on hold to your customer service for a solid hour while they are still trying to answer my question.  I am trying to upload 3 years worth of data via a journal import function which per quickbooks online advice exists (https://quickbooks.intuit.com/learn-support/en-uk/import-or-export-data-files/import-journal-entries-in-quickbooks-online/00/507742).  When I log in, this function is not on my profile.  Also I need to create JEs which again, the steps for QBO exist online (https://quickbooks.intuit.com/learn-support/en-us/journal-entries/create-a-journal-entry-in-quickbooks-online/00/192925) and my profile does not allow me.  I am in accountant view.  My issue is that if your online help says that the functionality should be available to everyone, it should be available.  The online chat in person help assistant is awful and slow, and clearly is not being run by an actual accountant or someone who understands the software offering.  This isnt even tax season so there isnt a busy rush.  I am ready to cancel and move to Sage.  

They are the ABSOLUTELY WORST customer support I've ever encountered!! Nobody knows anything. I'll ask the same question to a few different support reps and get a vastly different answer from each of them. We've run into so many issues with the software. But the latest, we have multiple budgets for the various funding sources that we get. We've tried to run the budget vs actual report for a specific budget and the report keeps sending back data that has all the balances for every budget we've entered. I called support and Ian P. tried to "help" me, said he was doing research on his end. Came back with this response "this feature has not been implemented in QBO." What?! This is a basic feature of any accounting software! How can you say this feature is not available when it exists in the system? I just ran the report, it's just not working the way it should! I knew I would get a different answer from someone else, but sucker for punishment, I guess. I reached out via chat this time and get Meraluna. She sends me various links that I've already followed about budget entry and imports. When I ask why someone would tell me this feature does not exist in QBO when it's obviously there, she just apologizes and moves on. Then I mention the multitude of different answers I and my team have been getting, she then abruptly leaves chat. These people don't know anything, they just punt you around because they don't have the accounting or software knowledge to answer your question, or give bad advice that makes the issue worse. We are beyond frustrated with QBO. We've had to spend money on outside consultants to help us out. We shouldn't have to do this. The software sucks, the customer service sucks even worse and I will be making a case to move us out of QBO. I do not recommend this software to anyone. What a joke and a waste of time!!

Yes Intuit's customer service has been deteriorating badly over the years. Keeps getting worse and worse. Today's woe: couldn't register new QB desktop and it tells you call to do so. The robot who answers has hung up on me five times. Where is chat? Oh yeah, that's buried!

I’d like to know why my scheduled phone appointment was missed by QuickBooks employee; Robert Straus? I had booked a consult with this person and he never called at the scheduled time. I used the email confirmation to try and to find out why I was stood up, and I got this response:

”Sorry about that, my 4 PM call went until 455 and I had another appointment at 5 PM. Also, it is my role to see if our bookkeeping service would be a good fit for your business or not and I noticed you are located in Canada. We are not able to sell QuickBooks Live to Canadian customers.

Sorry about that.

Sincerely, 

Robert Straus

QuickBooks Live Consultant | QuickBooks 

My Direct Phone Number: [Removed]

Email: [email address removed]

I’m very puzzled by this, and this shouldn’t be happening within a “big” company like this. This is sales 101…don’t miss your sales calls…it’s money going out the window! I couldn’t run my business this way, I’d be screwed if I did. 

This is an example of the poor service when can expect from corporate America across the board.

I get this message and I can’t even send it because the button doesn’t seem to be working and the contact us is just a knowledge based question and answer death spiral.

I cannot help but notice the age of some of these posts and the lack of addressing the issue. Apparently, spewing forth a bunch of "We value our customers..." propaganda is their idea of improving. We pay for these services. One of the features I use is allowing my clients to pay me through their invoices. QB has no issue charging me a fee for this, then holds onto the funds (and thereby collecting interest on them) until they are ready to release them to my account.

Their online and phone customer service is absolutely, and intentionally, confusing and uncooperative. The worst is an understatement.

I can understand one or two business days to hold my funds. But in this day and age, when Venmo and Google Pay make transfers within seconds, there is no excuse for this. I've already been suckered into a year's subscription with this unscrupulous company. I will not be extending my subscription. I'll be using Venmo or other apps to receive payments.

Yes and they force you into it.

Just finished talking with support agent, she definitely should be in customer services business. The experience is so bad, I changed my mind about joining QBO Advance Support services. I like QBO a lot, just the customer services sucks so bad. They emailed me a link with an article regarding the subject, then basically wish me luck to solve the issue myself. So sad.