Yousef is a QuickBooks Tier 1 adviser, and this is a review of his outstandingly good customer service (hence the 5 stars) rather than QuickBooks' various shortcomings (which deserved less than a 1-star rating).He called me pretty much every day following my first contact with him to check up on how things were progressing until the day after the long-awaited Tier 2 callback. He was remarkably patient, admirably empathetic and supremely persistent (in his quest to get me a callback from a Tier 2 adviser as soon as possible) throughout – all in all, the epitome of word-class customer service.QuickBooks' various shortcomings:(1) The elapsed time of 8 days between my initial telephone query and the Tier 2 callback is way too long. QuickBooks customers shouldn’t have to wait longer than 48 hours for a Tier 2 callback.(2) I missed the first Tier 2 callback because I was in a meeting – that callback had no prior notice and so it wasn't possible to schedule meetings around it. Another 8 days elapsed before I received the second Tier 2 callback. According to the Tier 2 adviser, the technical issues I was facing regarding the VAT return and credit note numbering needed to be referred to the engineering team via the Tier 3 team, and it could take up to 6 months for the problems to be fully resolved.(3) Emails to QuickBooks were either responded to after an unreasonably long period of time or seemingly ignored. QuickBooks customers should have their emails meaningfully responded to within 24 hours.
