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

Echoing this statement because I just spent another 3 hours on the phone again today just getting ping ponged back and forth between the same two departments and nobody had any clue on how to fix what seems like a very simple issue! I'm finding another alternative to QB because of this.

From what I can see is they want you to buy the products, assume we know every bit of detail and then just disappear. We just bought into their online service and were told that a dedicated "On Boarding Specialist" will call and help us setup the account or answer any questions we may have. That person had no idea what she was talking about and transferred the call to another person who also didn't have the knowledge to help us. Further, most of these "Specialists" who are employed by Inuit hardly speak and understand English. They simply hang up when they don't understand. Honestly, I didn't expect this from a company of this size & brand. 

Its still horrible, 2 years later.

Ready to finally get rid of Quickbooks and go with PayChecks.

I dont need the aggrevation.

HORRIFIC is all I can say and now I'm trying to cancel my assisted payroll service.  I subscribed (even though I have only one employee) because I knew I risked making errors on 941s and setting up my employee with a 401k, things beyond just a normal paycheck.  Every single check since they set up my 401k has been wrong.  I've requested a correction for every check and the 941s for the last half of the year (requiring at least ten hours on my part and at least four or five phone calls every time just to try to get one person to help.)  Their staff is underqualified (I've spent tons of my time listening to them "read up on how to do this or that" and then when we hit the "oh, these are prior pay periods, you'll need to go to amendments" it's an entirely new nightmare.  I never had a call from amendments team.  They sent a "case resolved" email and attached a blank document (after five weeks) and nothing has been done.  Back on the merry-go-round.  The worst part is I could fix this and have already spent nearly a thousand dollars with another bookkeeper trying to fix it but we cannot access the payroll since I'm in their "assisted payroll" service.  Now the question is CAN I GET OUT OF THIS HELL or is getting out like going to Hotel California?  You can get in but cannot ever leave?  Such a disappointment and an expensive experience to learn their support is HORRIFIC.  Buyer beware. Run for any other service you can get if you actually want qualified help.  And I will say I LIKE MY QUICKBOOKS SOFTWARE - I've been using it since 1995, but this assisted payroll and amendments team help has destroyed my confidence in continuing to get their "support." So, as long as you can handle your own accounting, the software is great.  Just don't ever require their support...hire outside person - whatever.  Good luck.

QuickBooks customer service is TERRIBLE. I am looking to changing Accounting Software just because of how bad and unhelpful the customer service reps are. They don't know what they are talking about, work so slowly, and will literally just end sessions if they don't know how to resolve the issue. I am telling everyone I know to avoid QuickBooks and look for a quality Accounting Software that actually helps the people they take money from every month. 

Quickbooks payroll customer care are the worst with handling other companies money, you can't speak to a manager when you call, and when you request the agent says they will have someone call you back and no does, they take my hard earn $700+ a month and all i get is snotty customer car who cancel service request to fix a small issue change my federal tax form from a 941 to a 944 I've been calling them since Mid January 2021 and today is Feb 10th 2022 and my issue is still not resolve. the left hand doesn't know what the right hand is doing every agent I speak to tells me a different story. It's like they hire people from the street with no training and let them lose it's like a Zoo. I regret not listing to the ADP repetitive when they warned me about QuickBooks payroll. I call open a case to fix a form an agent opens a case 7 days later I call to ask they tell my case is closed, I open another case I call and they tell me nothing has happened I start getting upset not at the agent but at the process with no yelling or disrespecting, they can hear my recording and the agent got but hurt I think and canceled my case I call again to ask for a supervisor they take my information and today is day 5 no call back. I can't believe how they still have customers for QuickBook Payroll. they are the absolute worse company I had to deal with as from 2021 and until now. I hate doing business with them and I can't wait to find another payroll company who actually has support. 

Quickbooks was designed by Russian IT experts to sabotage U.S. small businesses and completely stress out all U.S. users.  They also designed Quickbooks Online to get around the corruption caused by Microsoft updates since their engineers AKA back ( actually rear) end and are incompetent or non-existent. They peddled Online to me because they were not willing to repair the corruption and doesn’t require Microsoft updates. They told me it would be less expensive and easy to learn. When I opened it I found that I could not enter or pay vendor invoices or use it for payroll.  To do both the yearly charge is more expensive than Desktop. Intuit has excelled in producing another piece of garbage, and their customer service continues to excel only at apologizing every time and it just gets worse. 

It’s actually shocking. I’ve never experienced such terrible customer service in my entire life with any organization. I’ve really nailed down their science. They try to time you out. They wait 5-8 minutes between their chat responses, and answer vaguely, assuming they’ll eventually time you out where you have to walk away from your computer. I committed to 2 hours tonight after being timed out so many times. I stayed by my computer for 2 hours waiting through all the 10 minute response delays, and yet after two hours nothing was resolved, no help provided, no option to escalate- nothing. The person I was speaking to clearly had no idea how to use QuickBooks. He/she didn’t use complete sentences. It was unbelievable- but then again, not really, more the norm. I am desperately seeking a new book keeping software for my 6 companies because QuickBooks support for simple issues is so horrific I can not justify utilizing them any longer. 

I have been using QB for 17 years and over the last few years the service has been hit or miss.  I'm at the point of looking for another accounting software.  This is unacceptable!!!

They just don't care. I mean what are the odds of someone leaving and switching to some other company after say 10 15 or even 20 years(me). They know they have you stuck. Just like when they give new customers savings of 4k$ for their first year and I'm over here paying 5k$ every year for 20 years. My customer rep yesterday told me there's no loyalty to their customers and I truly believe it.