We appreciate you reaching out to this thread, Lost16.

I recognize the experience you had with the support team, and I want to ensure we've got the right information about your concern. Can you share specific details or screenshots about the issues you've encountered with the product category feature in QuickBooks Online? All possible insights shared by my colleagues above can guide you on how to enable, manage, and set up categories for your product and service items. If you haven't seen this option, you may refer to the information shared by JamesDuanT above, and you can follow the steps outlined by MirriamM and JessT when managing your product categories.

Any supplementary information you can provide will be greatly appreciated as this will help us identify further and extend necessary assistance to ensure a resolution of your concern.

Let us know in the comments below for any updates. We'll be around whenever you need help. Have a good one!