I have the same experience with customer service as all the folks above...I never get resolution with my issues when I call or chat.  Despite the call reps being very friendly and TRYING to help, they are never well versed enough on the system to actually get to the bottom of the problem.  Currently qbo isn't calculating my location based sales tax correctly (our area recently changed to 9% from 8% and I DO NOT Ship so qbo should be calculating based on my sale location, but it's still using 8%).  The rep I spoke to wanted me to go into each and every one of my customers (1000's) to save a specific sales tax to them...I guess I'm going to have to figure this out on my own, but WOULD LOVE AN EMAIL ADDRESS THAT I CAN USE SO I CAN SEND MY ISSUE AND THEY CAN RESPOND WITH A SOLUTION!  That is the only time effective solution I can think of.