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gwmtreas
February 8, 2024
Question

Impossible to escalate an issue with QBO support

  • February 8, 2024
  • 1 reply
  • 1 view

Is it a normal practice at QB for advanced support to refuse to identify themselves by anything other than first name? I had a terrible experience with "Melinda", a QBO support, who worked with a higher level advanced support "Angelica" to consider my issue. "Angelica" refused to look at my screen for reproducing and dismissed my very important issue. 
Other multi-billion companies normally have a path to escalate up - not here.

    1 reply

    4
    4Gal
    Level 5
    February 8, 2024

    What kind of issue do you need to escalate?

    L
    lin_jcaj
    Level 9
    February 8, 2024

    Hello, gwmtreas.

     

    I felt disappointed that you had to experience that with our support. And I understand that it must have been stressful not being able to get the help you need.

     

    I will be glad to offer my assistance to you. However, I would appreciate more details of your issues or concerns to understand them fully. Providing further information would assist me in offering an accurate troubleshooting solution to resolve the problem or address any concerns you may have.

     

    I'm looking forward to your response. Stay safe!

    G
    gwmtreasAuthor
    February 8, 2024

    @lin_jcaj thanks for your response. After 3 unsuccessful attempts at resolving this on the phone and screensharing, I opened this community article: https://quickbooks.intuit.com/learn-support/en-us/other-questions/connect-to-square-app-by-intuit-doesn-t-set-a-class/00/1393260

    I received a much better response there as opposed to phone customer service, that wasn't even aware of the Square app vendor or how it works. Worse, they refused to escalate to someone knowledgeable - a very frustrating thing. 


    The quetsion still stand? Is it reasonable to request an agen'ts ID? How else can there be follow up to bad service? QBO/Intuit leadership may not even be aware of bad customer service trends until too late. I am only trying to help keep a good product going. 

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