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'Support - paid phone call support from Xero' has been merged into this idea

For small businesses: Subscription & support

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Xero Support - Provide phone support

Please offer phone support. You still continue to have many people being frustrated at the lack of phone support you provide. As paying customers and given the substantial fees you charge customers should be able to ring you when they need to. Often the online responses we get from your customer services people are too complex for them or their English is not good enough to be able to understand the issues.

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Paul Sheehan shared this idea  ·   ·  Report…  ·  Admin →
delivered  ·  AdminKelly Munro (Community Manager, Xero) responded  · 

Hi everyone, while we don't have an inbound number you can call, we do call when it helps. 

You can raise a case with our team of specialists at Xero Support. With a range of different features this means we can quickly get your question to some one with the right skills to help. If you feel a call is needed let the team know when you're sharing detail, our specialists are generally happy to arrange this with you and can schedule a call at a time that suits you best. 

We find that most questions can be answered with help that is already available on Xero Central. Having a written case with our support team means they can share resources and you can look back on this information at anytime through your My cases if you need to refer to it at another time. 

Also, if you're having any issues or experiencing odd behaviour we can get more information and details that can help in resolving this in the most efficient way possible. 

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  • Ian Jillings commented  ·   ·  Report

    I can't believe how poor the support is for Xero compared to Sage. I have had enough of trying without success for hours to resolve a simple problem but with no success over five hours.

    I can't speak to anyone at Xero but Sage has real people to speak to and it is essential because it's a problem that there are no help pages and we cannot get invoices to be received and as such we are losing thousands of pounds (£GBP)

    Can we have our money back please as this is a very poor facility that cannot support this problem and as such we have a massive financial problem now in that we cannot get money into our business.

    Who's great idea was it not to offer any support as your product is not delivering what it is supposed to do but we need soluitions fast

    Please help urgently

    Thank you
    Ian

  • karen grant commented  ·   ·  Report

    Hi can you give me a call please about invoicing.
    - Edited by Community Manager to remove sensitive detail

    (Edited by admin)
  • Ben Payne commented  ·   ·  Report

    Nothing is more frustrating than going back and forward on messages from Xero support. Sometimes these messages can go on for days and even trying to log a call is difficult when they try and give you a 4 hour window. This is totally out of touch with how accountants operate as we are often in meetings for most days and our time is scheduled days ahead.

    Why not offer a paid subscription of say $500 per year for a direct telephone support number where a specialist can solve the issues more instantly (under 1 hour). Our time as accountant is valuable and therefore I am pretty sure that the majority of other practice owners would sign up to such a subscription.

  • Liz Cooper commented  ·   ·  Report

    Being able to SPEAK with someone with a problem instead of reading many articles that never solve the problem!