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

Even the sales reps are rude and shady.

Their customer service is ridiculously awful. My coworkers and I hate to see which one of us has to sit on Quick Books for the entire day to ask one simple question! We've been trying to find out about running AR reports against special field reports but no one either has the answer, or if we sit on the chat room we're waiting for 1-3 hours for someone else to tell us they don't know. I'm actually waiting for my spot to open in a chat room while I type this. Got in at 3:11pm and it's now 4:07pm and I still have just been getting thrown the same generic "please wait, you have a spot in line" junk ever since.

I have had the absolute worst experience in my entire career trying to resolve an error with my QuickBooks today.  Why do consumers tolerate a business product that provides ZERO customer support.  QuickBooks does not have a customer support phone # for it's customers.  The chat option in QuickBooks is a complete waste of my time as they will run you in circles and transfer you to next chatter who will repeat the first and so on.  How many customer service chatters does it take to help resolve your issue?  The answer is shockingly 8+ and then you are still left with your original issue and a headache.

I will be dumping QuickBooks for a product who cares about the customer experience with their product and are helpful when tech support is needed.  I will never put myself or my company through what I just went through today.

I have been using quickbooks for 20+ years and converted a law firm to online within the last week.  I have had a few issues and, been transferred via online chat to 4 different parties.  Today I spent over an hour waiting for someone to "chat" with about an overcharge and never did get to "chat" with anyone!  Quickbooks support was always a reason to use their software.  NO LONGER!  I am supremely dissatisfied!  Try to reach someone on the phone and you will get bounced around or "press 1" and then get told to go to the online help.    They forced the conversion on May 31 but they have zero service after the sale.  Too bad.  Please let me know what programs everyone plans to use.  This is not working for me!

I have used Quickbooks for 20+ years. Now I am forced to upgrade to their new subscription model due to paying for the payroll service. I have spent days and countless hours trying to get the upgrade activated. TERRIBLE CUSTOMER SERVICE. AS I AM ON HOLD AGAIN FOR OVER AN HOUR I AM SEARCHING FOR ALTERNATIVES.

BECAUSE IT TAKES FOREVER TO GET THE HELP NEEDED AND THEN YOU CANNOT UNDERSTAND THE PERSON THAT IS SUPPOSE TO HELP YOU WITH A PROBLEM YOU DON'T UNDERSTAND THEN YOU GET A PERSON YOU DON'T UNDERSTAND.  VERY DISRESPECTFUL TO YOUR CLIENT BASE.  WHEN YOU FINALLY HAVE SOME COMMUNICATION IT GOES TO HIGHER TIERS THEN YOU START ALL OVER AGAIN.  THANK HEAVENS I DO NOT USE QUICKBOOKS PAYROLL SOFTWARE.  A CO BUSINESS OF OURS HAS HAD NIGHT MARES SINCE SWITCHING OVER TO 2021.  BUT BECAUSE OF THE LACK OF COMMICATION ALONE I WOULD NOT RECOMMEND QUICK BOOKS.  POOR CUSTOMER SERVICE.  SELL PRODUCT BUT DON'T HELP USER.  

It’s unbelievable that Intuit has been able to get away with their poor level of customer service this long. There hasn’t been one phone call to their customer service that has been resolved in less than 3 hours 

As a user of QB for over 20 years I have had enough. Customer service (if you can call it that) is on par with comcast and ATT . What a shame that a once-great company has put profits over customers. The profits will suffer because of this and others in the marketplace who understand customer service will capture the audience.

OMG. I've never ever experienced anything like this. For a product as crucial to its customers as this is, it's criminal to provide such horrible support. So. Let's talk alternatives. Any recommendations, because I'm done.

It's difficult to express in words!  They have gone over and above to create an exceptionally frustrating support system.  Sad thing is, it's very difficult and time consuming to change accounting software and Intuit clearly knows it.  If it were easy to switch, they would have to drastically improve customer service or have no customers.  I've been trying to submit my payroll for 12 hours now.  Have been disconnected from chats three times with no resolution.  Requested a call back (you can't call them) to no avail.  My payroll is now one day late and there is no resolution in sight.  My advice to those getting into business - Beware of QB vendor lock!