48 hours later - I still have not received a call back.
CONTACT QUICKBOOKS ONLINE CUSTOMER SERVICE HOW TO
On a recent call, the agent explained that she was working out of home and did not know how to address my question and that she could not locate any available supervisor but she would put in a request for a supervisor to call me back. Speaking to a supervisor is out of the question as none is available most of the time. They do not seem to have any initiative to solve the customer's problem - if it's not in their script, they do not venture to help. Their protocol for providing support is annoyingly bureaucratic - they have elaborate validation criteria even for simple questions that do not involve private data. (b) the support agents are inadequately trained and mostly provide canned responses. The disclaimer that 'we are experiencing higher call volumes than normal' seems to be used as the default. (a) The lead times for chat/phone support are atrocious. Nothing against outsourced support - if it works. Now, you always get the outsourced support center. Used to be that certain hours of the day, you would get US-based support and then during afternoon/evening hours in the US, you would reach their outsourced support center. But the decision that takes the cake was the decision to fully outsource their customer support to the Philippines. Intuit took the opportunity to raise their prices from ~$40+multiplier for # of employees to $55+higher multiplier for # of employees. The previous version was not integrated with Quickbooks very tightly but was more functional for payroll purposes.Ģ. The user interface is not as functional as the prior version.
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