J. Maxwell QLDSouth East Queensland, QLD 11 posts
Xero Support should be renamed "Zero Support"Xero Central's website proudly boasts "Get expert help using Xero, any time you need it".
That statement is simply not true; and would be laughable, if only one could overcome one's frustration from trying to get their help.
While Xero's accounting software may be simple to use, be warned that user support is virtually non-existent. There is no contact phone, no online chat facility, and too-few personnel dealing with queries. Instead, one's query must be logged online in writing, using Xero's case management process which is buried as deep under a mountain of training guides as humanly possible.
Having been logged, one's "case" is queued, with an initial "expected response time", in my experience of up to 19 hours. Who can wait that long, particularly went trying to close off the year-end?
Worse still, every Q&A interaction with Xero's so-called "specialists" (who aren't the brightest stars in the firmament), sends your case all the way to the back of the queue again. Thus, a simple query can, and usually will take many days to resolve.
And don't bother requesting a telephone call-back. I had one booked with a Xero "Team Member" for a specific time two days ago, and am still waiting for the call-back, despite sending multiple unanswered "where are you" messages!
As I plan my migration to another of the many online accounting options available, I am left with the distinct impression that Xero considers Client Support as an unwelcome and vexatious task that is to be avoided at all cost. Such a culture will lead to their eventual demise, and the reason why I would recommend you avoid Xero at all cost.
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