FAIL: Intuit Customer Service Unit Closed as W-2 Filing Deadline Looms

If you ran a company that generated billions of dollars in annual revenue by providing customers will invaluable software products and services and you knew there was a major deadline coming up that would impact a large percentage of your customers, don’t you think you’d make sure you had more and more customer service reps available as that deadline approached? Makes sense, right? At least that’s what I do and my firm doesn’t generate billions of dollars in annual revenue.

This is how I feel about Intuit's decision to NOT have QuickBooks payroll customer service reps available the weekend before W-2 forms have to be filed.

But that’s apparently NOT how Intuit feels (NASDAQ: INTU) because their Payroll Support team is  ONLY available Monday through Friday, 6 a.m. to 6p.m. (PST).

Most of the time, that’s probably adequate. BUT employers have to file/distribute W-2 forms on/before February 1 (that’s this coming Monday).

So I’ve been messing around with Quicken/QuickBooks for the better part of four hours now, been on the phone with Intuit customer support reps in India three times today, only to finally be told they can’t help me. I’ll need to call back on Monday morning when the Payroll Customer support group is working. AAAAAARGGGHHHH!!!!!

To the credit of the supervisor I spoke to in India, he did suggest I call at 8 a.m. (PST) on Monday as that’s a time with very little call volume. And to be honest, I appreciate that suggestion.

But with an IRS-imposed deadline looming and QuickBooks failing me (at least when it comes to accessing, preparing and printing W-2 forms today), I have one thing to day to Intuit management:

What in the heck were you thinking? The one customer support group who can handle specific issues is closed at the very time when your customers HAVE TO use a specific portion of your products. What a bone-headed decision!!!!

In case you were not clear on the point, I am NOT HAPPY WITH INTUIT right now!

UGH, UGH, UGH!

FAIL, FAIL, FAIL!!!!!!

Intuit DEFINITELY wins a Sad Betty Award over this approach to customer service.