Banking

3 years later and I am also having the same issue (the original post is from 2020 and this is being written on April of 2023). 

I contacted the "customer support"  (that is a phrase that QuickBooks uses very lightly) and a person who sounded like a 12 year old and who unfortunately spoke VERY limited English had me on the line for 49 wasted minutes of my and my bookkeeper's lives, which neither of us will ever get back.  Mind you, English IS MY second language and I have an accent, so please know that I do not like to make fun or disparage people for having an accent, for not being able to pronounce words accurately or for being from another country or culture.

The situation in this particular case, though, was the that person with whom we spoke did not understand any of the times what the problem was, even though we were sharing the screen with them and showing them what the issue was repeatedly.  After the first time I explained the problem and showed them what it was on the screen, I had a strong inkling that the person had not understood a lick of what was said, so when they were about to put me on hold "to consult", I stopped them and asked them if they had understood what the problem was.  They mentioned something about a client.  Both the bookkeeper and I said that the issue had NOTHING to do with clients and we both went over the problem with them again.  When he/she (the name was Ronin and they sounded like a 12 year old, I have no idea whether it was a he or a she, hence the "they") explained back the problem to me correctly, I said, ok, we will wait, and we waited for about 10 or 15 minutes.  After that they came back to ask AGAIN if the problem was what had been explained and shown 3+ times at the beginning.   Both the bookkeeper and I were about to lose it. 

That cycle of putting us on hold and coming back to ask what the problem was happened again.

At that point I said to the person “I am sorry and please know I do not mean to be rude or mean to you, but your ability to speak English seems to be insufficient.  Is there anyone else with whom we can talk?”  The next part went on until the end of the call.  They said they were going to try to help.  I said “no, please let me talk to somebody else”. They insisted that they would help.   I asked to be transferred to a supervisor.  Can you guess the answer?  “They are all in a meeting”, so of course no one to whom we can report the issue. 

I asked to talk with another “representative”  They said that there was no one else because it was closing time.  I asked for a Spanish speaking representative, hoping that they would at least speak in their native language and the explanation to them would be more effective.  Ronin insisted they could help.  I insisted in the Spanish speaking rep and they said that they would give me the number for a Spanish speaking rep.  We were even more frustrated by then because we were hoping to be transferred and not having to initiate another call.  However, even though my bookkeeper does not speak Spanish, we both agreed to get the Spanish speaking number, in hopes it would be more effective.  Ronin gave us the number and said they were going to see if they could get an answer for us.  While they were gone, we tried the Spanish speaking “customer service“ number on the bookkeepers phone.  The number Ronin gave us?  It was the number of the company that provides QuickBooks with over the phone interpreting services, which QuickBooks calls when they need language interpretation.  QuickBooks is THEIR client, you cannot just call this company asking for services, not unless you have set up an account with the interpreting service company and you pay them.  So, Ronin was not even able to do that correctly.

On top of it all, had we asked for an interpreter, the interpreter would have interpreted from Spanish into English TO RONIN…. So the problem would be absolutely the same, with Ronin’s English proficiency being much less than adequate.

The 3rd or 4th time they tried to “get a solution”, they came back to tell us to “just exclude the data”, without any real solution.  The bookkeeper tried to tell them it was a glitch or a problem in QUICKBOOKS SOFTWARE that was causing this, and QB needed to fix it, not just give workarounds that could potentially mess things up later.

By then we started to demand to talk to another level of customer support.  They gave us a number, which we called right then and there from the bookkeeper’s phone, just to make sure Ronin was not just sending us through another rabbit hole… the number they gave us was an old “customer support” number for QuickBooks that DOES NOT WORK anymore and that referred you to… you guessed it, the “Help Section” of QuickBooks Online, which is how we got in touch with Ronin to begin with.  Ronin heard the call because we had it on speaker. I sincerely don’t think they understood what the recorded message said.

Ronin then started to say there was no one else because business hours were over and that they would call me the next day and had the audacity to ask for my number, which they already had.   My blood pressure was pumping very rapidly on my veins, so before both the bookkeeper and I had coronaries, we just disconnected the call.

All this to say, 3 years have gone by, and YOU ARE YET TO FIX THIS, EVEN THOUGH YOU HAVE GREATLY INCREASED THE PRICE OF YOUR “SERVICE”????  Is this what I am paying for?  Horrible customer service and glitchy software that makes me and my bookkeeper waste precious time doing double work?  Will you pay for the time we have wasted on this and for the time it will take to do the work-around just because you are so friggin’ lazy that you cannot bring yourselves to fix something that is clearly a problem to many users of the software?