Terrible customer service
December 01, 2021

Terrible customer service

Becky Watson | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with QuickBooks Time (formerly TSheets)

We use the software on a daily basis to keep track of our staff working hours and locations.
  • Ignore customer service issues
  • Hanging up on customers
  • Fail to call back
  • Customer service
  • Resolving minor issues
  • Taking people off hold
  • Tracking working hours
  • Tracking working location
  • Not helping us resolve issue

Do you think QuickBooks Time delivers good value for the price?

Yes

Are you happy with QuickBooks Time's feature set?

Yes

Did QuickBooks Time live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of QuickBooks Time go as expected?

I wasn't involved with the implementation phase

Would you buy QuickBooks Time again?

Yes

We have no issues with the software; however,
the customer service is shocking. After experiencing some technical issues with
our payment method, we have contacted the support team on several occasions and
have gotten nowhere. It has been over a month now with no resolution in sight
despite me and a colleague chasing the matter daily through phone calls and
live chats. My colleague has been placed on hold for extended periods and then
hung up on most likely because no one can be bothered to deal with the problem.
Every time we do get through to a person, we are told the matter has been escalated and someone will be in touch, however, we have
heard nothing. Again, I wouldn't fault the software itself but if you do
stumble upon a technical issue expect no support. Extremely disappointing
considering our company has been using QuickBooks for several years now.

QuickBooks Time (formerly TSheets) Support

ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
Do I have to purchase premium support to receive help with my query?
Yes - Payment method issues has not been resolved