Quickbooks Payroll

What do you like best?

Generally straight forward UI, making it easy to know where I need to go to accomplish certain tasks.

What do you dislike?

I was recently forced to switch from a legacy Intuit Payroll product to their latest QuickBooks Payroll product. At first, I was excited thinking I would have more features at my fingertips, but since the switch, I have had nothing but problems. First I had a hard time adding a new employee, and now I'm trying to update my bank account and so far (two weeks past my first attempt...) have not been successful.

The worst part of all of this is that they have made it next to impossible to get help in a moment of need. First, they want you to review their knowledge articles which have not answered a single question I've had to date. Then if you game the robot you can finally access a chat agent. The chat agents are kind humans, but they do not have much power or authority to help you make necessary changes, and these conversations usually result in a "reach out by phone". They aren't able to provide you a phone number, and you are forced to put your name on a wait list for a call back which is typically 60 minutes out. I have also had scenarios where I was actively chatting with a support agent when a sudden page refresh disconnects me from the chat and provides no way to re-connect without starting completely over. I can handle friction in a tool and the need to reach out to support, but when I'm two weeks past my initial issue with still no resolution and multiple frustrating experiences, I start to become frustrated that the company is not willing to put the necessary resources in place to support their loyal customers.

What problems are you solving with the product? What benefits have you realized?

We use this tool for a small business payroll. I really appreciate the automated and online tax filing and payments.