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Fedup with XERO support team and people

Started by Mohsin Shah -   in Tell us how we're doing

Xero support team is just beyond frustrating now.

First of all we don't know where to send queries to. Just got one email and that take ages to reply. They don't understand our question and to make them understand via email takes at least 3-4 days

Another problem is that when they don't understand the question, instead of asking for more details, they just copy/paste some from their "BIBLES" and send it across. At least read the question properly !!!

If I don't get proper support, I am just going to stop using Xero. There are other software that have 1000% better support then Xero. It is not worth this whole tension and hassle
Really sorry to hear you feel this way, Mohsin. I know I've also replied to our discussion over on this thread, but do want to respond here to address some of your concerns.

This Xero Central page details exactly how you can get help while using Xero. Each article has a 'Get in Touch' button at the bottom, so it's easy to send an email to our Support team if needed. While we're more than happy to give you a call back when requested, it does take a little time to ensure your query is with the right specialists, and for them to dig a little deeper into exactly what's going on. Email support also means you're able to refer back to the information or links later on, if needed.

Please be assured, each member of our Support team is well trained in their area of expertise at Xero, and has a background in accounting, bookkeeping, or payroll, depending on the specialist area. While it might feel like a bit of back and forth, getting an invite for Xero Support to access your organisation makes it possible for our team to take a closer look at exactly what's happening, or how a certain figure is being calculated.

I know it's a bit late in the UK now, but we'll have someone reach out to you tomorrow, if you can please let us know when you're free. Or, let me know here if you'd like to talk sooner.

Lauren C (Community Manager)  

Please call me on my office number between 9.30 to 5 o clock Uk time.

Mohsin Shah  

Thanks, Mohsin, have passed that along to the team.

Lauren C (Community Manager)  

Good luck with getting the call!! Xero support is the worst ever. It really is appalling. Batting emails back and forward is bad enough but waiting 24 hours between emails is a nonsense. Software is great when it works but the absolute most frustrating nightmare when it is faulty. You are supposed to be innovative yet your 3rd rate support says otherwise. Why, why, why, why do we have to do it all by email which you don't respond to until the next day. Who works like that????? Us business owners don't all have staff that sit in an office all day. Some of us are on the road or on site all day and late into the evening and have days that are very fluid.

Paul Hayes  

They did call but that didn't help. All they are doing is reading from a script or Guidebook. I had loads of problem in different areas of XERO. It is not clear how Xero is working in that areas but the people keep telling you everything is working and correct.

Yes it is working but how do you explain that to your colleagues or auditors.

I will be running a parallel different accounting software and will stop using Xero as soon as we are ready

Mohsin Shah  

Hi Paul, I've taken a closer look at your emails with Support, and can see you've had some trouble with your bank feed. I know it's hard to chat on the phone if you're on the go all day, which is why we do try to arrange a call for when you're free, to save you sitting on hold when you have work to get done. The fastest way to get that bank statement line reconciled would be to use the Mark as Reconciled option (there's no importing involved) - more info here.

@Moshin - I know you've discussed foreign currency bank revaluations with our Multi-currency specialist Steve - was there something else you also needed help with? I can't see any further emails with the team, so happy to get someone in touch to help you out. Just let me know here.

Lauren C (Community Manager)  

LAUREN C - you just don't seem to get it do you? How can you call me when I'm free when I can't tell you 12 hours in advance when I'm going to available to be sat in the office in front of the computer? I can tell you as and when I am available however as it takes you typically 12-24hours to see that you an email from me, that's a long wait for a phone call. Being sat on hold is much much more preferable as most people have hands free nowadays so I can have the call on hold, waiting, whilst doing paperwork - a little like pretty much EVERY other tech department that I deal with. Alternatively I use live chat - but you don't do that either!!!!!! It would be quicker to send you guys a letter and wait for the post to arrive. Oh, and if you're worried about keeping people on hold, maybe that's an indication that you don't have adequate staff for the service we pay for.

Paul Hayes