Xero 0 customer support I rate this company very very poor.
Terrible customer support. The site says 24/7 support but that does not exist. There is no place to even send a support ticket to ask, via email for help. Frustrating experience. I do not recommend this company because it has no back up support. There is no one to contact to ask questions to solve the simple problems. Right now the web site is so so slow it is constantly buffering. It has taken me 4 times as long to enter invoices and I do not have an internet speed problem. What good is any product if you don't have any after sales service. Buyer BEWARE
Terrible support, I have not been able to login to my account for the last two years,
Impossible to get decent assistance by email, it's all templates and no help, get a phone number or live chat, it's the freaking 21st century these are basic support tools that should be required.
Terrible Support - Think twice before signing up!
How disappointing! I can't log into my Xero account and have requested Xero customer support call me, so this issue can be resolved. I have had trouble now going into the second week and have requested Xero Support call me now about 8 times with no success. No one calls me, but instead I seem to get an automated response with no real help, directing me to read documents which the advice does not work.
I also now have been given conflicting advice from their customer support and have become quite frustrated with their lack of support.
My issu...e is still not resolved and I need to do payroll. Someone suggested I move over from MYOB to Xero and I am now wishing I never moved over!! Read other comments on here, about Xero's customer support or lack of, before signing up!
Support, what support, everything is email - enjoy broken english support to the fullest
Yep - I was just looking at starting off with this however there is no support apart from online. So this means, you get it - you get to speak to a third world country robotic support team that will not read your email but will send you an automatic robotic response based on them reading the first two lines with no sense of what your initial question was to start with. You know, the Telstra type of support where everything is scripted. Obviously they save big amounts of money on outsourcing their support to third world countries. Think of i...t this way - if these people don't have a way to talk to someone in sales without (requesting it) - I wanted to speak to someone on Friday with several hours left in the day, he got back to me today after I missed one of his phone calls - what chance have you got of getting good technical support if they don't even have a contact number for sales.
- Verified customer
Love it until I needed support. There is NO SUPPORT at all.
Having used Xero objectively for approximately 3-3.5 years, I can say most things work well but nothing prepared me for the experience of having my account locked when changing my primary email address.
Their support consists of forums and circular, automated emails telling you to go back to the forum to read about why you can't login all over again. It's been 3 day now and I can't process payroll. It is beyond reason that a company this size doesn't offer human support.
Locked out for over a month
I have been unable to add or view employees details for over a month. This has caused me to lose valuable staff as I cannot create legitimate payslips. I have troubleshot, given time for possible cliche to self resolve, searched Xero central, I cannot fix this myself. Whilst working from home I can’t send a help request to Xero as I don’t have Xero set up on my phone 100% properly (just another time sucker) and can’t ring them as they have no phone number. I have searched for an external way to send Xero a message but keep getting directed bank to Xero central. Biggest waste of money and time ever! Don’t take on Xero, even my bookkeeper has trouble.
We all no in small business we need support, we are builders, gardeners, plumber, dressmakes, not accounts. We don't have time to mess around with our book keeping. We need help from time to time when thing go wrong with our book keeping. I find Xero has no support at all, its the worst i have ever come across in my life, if ran my business like them I wouldn't have one. We all need to move no
Bad customer service and the cancellation policy is a scam
Avoid this place at all cost as you might be scammed they continue to bill you even when you have cancelled your subscription during a pandemic. No empathy; They store your credit card data even when you ask for it to be removed under Australian law. I have referred this complaint to the ACCC
Xero is the most frustrating software I have ever used
Don’t get this software if you Need to pay wages etc as it continually freezes And takes forever to load, it is EXTREMELY slow, before single touch payroll Xero was an ok program To use for basic use (as a Recommendation from accountant) but don’t use it if you need to file stp, superannuation etc as it is so frustrating, And so time wasting, stick with your previous software it is so much more efficient than Xero will ever be.
It's generally a really great program
I find searching for things can be cumbersome. It used to be easier. I'm not overly keen on the new reports, they arent as flexible as the older ones, which I prefer to use as a general rule.
setting up payroll categories can be cumbersome also. Support was better when we could make a phone call and talk to a human, rather than having to wait for an email response.
Great product but limited support. Hubdoc SLOOOW
This review is more for HUBDOC that I believe is owned by Xero. It uploads to Xero but is EXTREMLY slow and I am not only one complaining. Posted this on Xero site ....HELP I Also find it EXTREMLY slow to the point of being unusable when adding new Suppliers. AS I believe Hubdoc is now owned by Xero, Xero may be able to resolve. There is nowhere to go for help in hubdoc that I can see. CAn hang for a minute or more then get message from like this from Chrome "page is unresponsive... Wait?or Close? ". I have a 50M connection so this is NOT the problem. Looks like no-one is getting an answer here in Xero so am going to post on producctreview.com.au for xero where it does look as if Xero representatives DO take some note of what is said.
Slow and unreliable
I have been using Xero for 3 months now and have been consistently frustrated by the following flaws:
The site is SLOWWWWW half the time I try to log on it just never loads, nothing I can do, I try to refresh and nothing. So that means my pay runs are not up to date....
Often when changing details to en Employee, Xero just fails to save updates, so I have to triple check everything to make sure it has been updated.
You have to pay extra for more than 5 employees, and it doesn't tell you this until you attempt to post the pay run... and then ...when i try to upgrade my subscription, doesn't load... Xero has zero (and i do mean 0) support- There's no one to call, no one to chat with, because the system sometimes just glitches out and doesn't load. Overall, I am super frustrated by Xero. It presents as a modern, flashy, easy system and its actually just really slow, clunky and expensive.
Impossible to get help.
I am changing accountants and cannot get any help from XERO to do this. There is no way to call anyone and they do not call back. Automated messages say that I can expect an answer in 21 hours! This software is designed for accountants and not small business. It is difficult to navigate, impossible to get a useful report and the help is no existent. DO NOT BUY XERO.
Looking After Their Mates
I am in the middle of a legal dispute with my old accountant which started when I said I was changing firms. Xero refuse to transfer my subscription over to me directly while admitting to me that has the power to lock me out and going on his current behaviour it is a distinct possibility. What legal right would they have to not give you the subscription to your own file? I will let you know. Really looks like a big corporation not wanting to upset the old boys club while hanging the liitle guy out to dry. If I have to start from scratch and...re-enter everything into a new file, I guarantee it won't be Xero file. Other than that program is fairly easy to use however all the add ons get really expensive. I ended up using a specific all in one project management tool. A lot cheaper than workflow Max, Deputy and Planright to get all the desired features.
Support is not great
I'm not at all a fan of the customer support provided by Xero. In my opinion the ticket raising and waiting for someone to respond and then eventually hearing from someone who then doesn't provide the answers to your problem. Then you respond, and wait again for their response and do that about 10 times before you have your problem resolve! Time wasting and very slow process. I much prefer Quickbooks support service which you get to speak to a tech support on the phone with screen sharing and have your issue resolved in no time.
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