Why is Intuit’s/QuickBooks customer service so bad?

Hi, @view360propertie.

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I have been using QB for over 20 years and in the last few months I have decided to look for another accounting software.  Your customer service is horrible.  I have made 3 phone calls over the last month for the same issue and can't get resolved.  Also I get a different answer every time I talk to someone anymore.  Our time (Accountants) is more valuable than having to spend untold hours on the phone only to have to call back time and time again and not get issues resolved.  This is frustrating.  The agent I dealt with this morning was horrible to talk to and deal with.  Anyway, I am moving on to another software.  The National Association of Tax Preparers forum is blasting you guys for the horrible customer service as well.  Most of the folks I have chatted with are moving to other softwares as well.  That's where I have got several other recommendations. You don't need to have a product that you can't service well and you guys have done that now.  

I don't know why it is so bad, but it is exceedingly terrible. I have a simple payroll question and I'm on my 4tj chat person of the day. They keep asking for all of my information and then end up sending me a link to another place or person to try. We pay for payroll services. They say they don't have a phone # or email where I can reach someone. So I am stuck wasting hours anytime I have an issue. It's  terrible customer service. I would rather call the IRS

Agreed! Their customer service is literally the worst!  What other options are you looking at?

I’ve spent countless hours trying to update my phone number on my own account. Without the update, I’m unable to transfer our funds to our bank account. So Quickbooks has held over $6,000 of our for months now. They need to hire real life people immediately. I am currently looking for other software! 

I have been a Quickbook user for almost 30 years. We switched from desktop to QBO last year, and it has been awful, because a switch like that requires some actual product support. 

As Intuit has grown as a company their customer service has become increasingly worse and worse to the point today is it's torture to call them. Why is that? If you're lucky enough to finally reach a human being they are usually clueless about anything but the most general of questions, so I have to beg to speak to someone who knows the ins and outs of what I am asking about.  They are reluctant to find someone who can actually help. Then they put you on hold and  the call drops after 15 minutes on hold. It's really a waste of time. 

The whole thing is just a pathetic experience. No one in our office want to call Quickbooks support, and maybe thats what they want because they have my money anyway. 

I have been a Quickbook user for almost 30 years, and we are pretty invested in using it. But the support, omg, has become so useless.  We switched from desktop to QBO last year, and it has been torture, because a switch like that requires some actual product support. 

As Intuit has grown as a company their customer service has become increasingly worse and worse to the point today is it's torture to call them. Why is that? If you're lucky enough to finally reach a human being they are usually clueless about anything but the most general of questions, so I have to beg to speak to someone who knows the ins and outs of what I am asking about.  They are reluctant to find someone who can actually help. Then they put you on hold and  the call drops after 15 minutes on hold. It's really a waste of time. 

The whole thing is just a pathetic experience. No one in our office want to call Quickbooks support, and maybe that's what they want because they have my money anyway. 

I have been on the phone for hours.  This is the worst customer service I have ever experienced. QB phone personnel do not take customer concerns seriously. I have spoken to half a dozen or more quickbooks employees, all of which have the exact same scrypt which only pretends to be sensitive to customer concerns. Barely concerned. It is also clear that QB does not employ call centers based in the United States which makes communicating over the phone even more difficult when there is a language barrier, as the employees mostly speak English as a second language.  I purchased QB Desktop Pro Plus 21 with Payroll from Best Buy 3/26/21. I called QB and asked to upgrade (of course to online) on 4/7/21 only a few days later, (conversation case # 562-363-033). They told me that even though I purchased through Best Buy, since we were well within 60 days, they would be able to cancel my desktop subscription and issue the refund. They were happy I was upgrading to online as desktop has almost NO SUPPORT. They very clearly told me that QB would be issuing this refund, and not Best Buy. After so much time passing and no refund issued, I call in and Today 4/28/21, and QB tells me "there is no way for them to issue the refund because it was purchased 3rd party". They also will not credit my QB Online account for the amount that they were supposed to refund, instead of a refund. They said, call Best Buy. So I did, but as it happens Best Buy has a Zero Refunds policy for digital downloads, even though my downloaded product is completely de-activated by QB as of 4/7/21. The problem is QB telling me "Yes" on the 7th when they had a chance to get another purchase out of me, and today telling me nothing but "Sorry".  I'll tell you what's sorry.... QUICKBOOKS having ZERO ACCOUNTABILITY FOR THEIR EMPLOYEES AND WHAT THEY SAY TO CUSTOMERS. 

It is out of hand now.  100% impossible to reach a person that can help.  We ran our payroll wednesday, and i received the confirmation email stating that the funds have been withdrawn, yet no one has received payroll.  Now, I have been trying to get a hold of some sort of help for over an hour and a half.  The terrible chat help is unavailable, the call back is unavailable, i even tried to call the sales number.  All of them are closed for a company meeting.  I think it is time that all of us as accountants start searching for other software's.  This is ridiculous.  

It will get me a phone number when I ask for one, but the number does not work.  Is intuit going out of business or what?

I have QB Enterprise, Manufacturing and Whole Sale.

Paid 4192.00 for 6 user in nov 2020

In April 2021 Requested to add an additional user. They would not tell me the exact price but said maybe 500.00 - 600.00. then they said actually 7 user maybe cheaper then the 6 user license. But I could not get  an exact price.

I was also told that I had to pay for the entire subscription (3978.22, I don't know how they got this number)

and then in 3 to 5 business days i would credit after they figured out how to prorate the fee. 

They ended up charging my account 1577.83. I never got a receipt or anything. The only way I could figure out how much I was charged was to check my checking account online. 

I have call at least 5 different times. Al of the people have been nice when I called. 

On the last call I was told I would receive a 2400.00 credit with in 3 days. I refused to hang up until I talked to a supervisor. He said that was not possible that they would have to call me back and he promised that a supervisor would call. we sat in silence for 20 minutes.

I finally hung up...... I never received a call...... I can not believe this...

I now am on hold for 30 mins waiting to talk to a customer rep for the 6th time.

The Inuit company are bully's

Aaron