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Are you happy with Xero support?

Didn't find your answer?

I've been using Xero for about three month now and think the product is great. However, after moving from Sage I find the support pretty abysmal. There is quite often a delay of a few hours before your question is answered, quite oftern the question isnt fully understood and more often than not the answer is some generic response thats not particularly useful. I would personally happily pay for telephone support. I'm interested to know other peoples views on 

A) Are you happy with Xero's support?

B) Would you pay a premium for telephone support? 

Replies (36)

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By Moonbeam
06th Dec 2019 14:00

Xero support is a bit better than QBO support but not much on occasion. I spent a long time training myself up so I wouldn't need any support at all. Given that eg Sage doesn't deign to answer the phone when you call their overpriced hotline for support perhaps some online support is better than nothing. I assume that being able to speak to someone is just too costly for the software firms to adequately finance.
And we on Aweb are lucky that someone here can probably help if necessary.

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Replying to Moonbeam:
By Charlie Carne
12th Dec 2019 20:03

How is Xero support better than QBO? I can call QBO whenever I want and they answer the phone in under a minute and are very knowledgeable. Xero have no phone support at all. There's no comparison in support level. Whilst Xero is an excellent product, its support is trounced by that from QBO.

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By carnmores
12th Dec 2019 20:16

Charlie has a vested interest but he is right

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By johnt27
06th Dec 2019 14:19

Not clear if you're an accounting partner or not, but if you're not I'd consult your accountant first, assuming they are, as they will get priority support and they may even know people to call to discuss particular issues.

I've found Xero support to be really useful - you do need to be specific with your queries and when I've had similar complaints from clients it's been because either they haven't been specific or they're asking for help with reasonably simple issues and tend to get referred to Xero's comprehensive help files.

Bear in mind there are also 100's if not 1,000's of hours of training videos available and again we get clients to gen up on these alongside the training we deliver to address specific areas of the business operations.

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Replying to johnt27:
wolfy
By rob winder
06th Dec 2019 14:33

I'm an accounting partner John. I take your point that there are loads of videos and help files. However, I still find it difficult to get the answer to my question even when being specific when using the search facility.

Maybe my expectations are to high!

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Replying to rob winder:
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By johnt27
06th Dec 2019 14:57

No I don't think so - your expectations should be met!

Have you done the certification training? I only ask as this is reasonably comprehensive and helps to bed in the basics possibly avoiding the need to use support.

Quite a lot of my support requests tend to be quite techy and the one time I recently got a fairly generic response was when I was redirected to a support page I'd already been on and clearly not read properly the first time around before I raised the support ticket!

I must say, though, that I have the benefit of having used Xero for 10 years so have "grown up" with the product and new modules.

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Replying to johnt27:
wolfy
By rob winder
06th Dec 2019 15:10

I have done the certification training which was really good and once completed probably covers the vast majority of all eventualities. Like anything new it will take a bit of getting used to and the more its used the more familiar I will become with it. I was at Xerocon last month and spoke to someone that used to be in support. He told me that whilst they didn't have inbound calls if I wanted to speak to someone I should send them a ticket and request a call. The first time I tried it I got generic response. I've since given up with that approach.

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By SXGuy
06th Dec 2019 14:36

So you moved from one dire software to another. Didn't you learn anything the first time round?

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Replying to SXGuy:
wolfy
By rob winder
06th Dec 2019 14:41

And you use?

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Replying to rob winder:
ALISK
By atleastisoundknowledgable...
11th Dec 2019 17:26

rob winder wrote:

And you use?

Good call

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By sutton
06th Dec 2019 14:47

When I am logged in as an individual company subscription I do find it slow but when I initiate a question via my work login which is a practice, then I usually receive a reply in less than two hours. I bounce back the initial generic response to tell them what research I have done of my own and usually they respond with a more helpful technical response. They are happy to connect to the client whenever needed. It has improved greatly over the last year.

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By ireallyshouldknowthisbut
06th Dec 2019 15:16

I guess if you are used to Sage you are used to a lot of calling up, but its rarely needed with Xero. Its very rare that I have had to contact them.

I have generally found all the answers in the help, its pretty decent if you read it.

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Replying to ireallyshouldknowthisbut:
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By paulwakefield1
06th Dec 2019 15:43

I know it's fashionable to bash Sage on this site and it is true that it is not my favourite software but I do think it gets an unfairly bad press.

For the record, I cannot recall the last time I had to call Sage for support.

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Replying to paulwakefield1:
wolfy
By rob winder
06th Dec 2019 16:07

To be honest the support was the main thing that kept me with Sage for so long. Unfortunately there product development has stagnated in recent years and they have been masters of their own downfall in loosing me as a customer.

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Replying to rob winder:
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By johnt27
06th Dec 2019 16:25

I think the irony of that is that Sage's product development and tech acquisitions have been greater in the last 18 months or so than the preceding 10 years!

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Replying to paulwakefield1:
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By adamsmith72
06th Dec 2019 22:32

Same here, even if it means I'm not in vogue with the rest of the site users and taking part in The Emperor's New Clothes.

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By Cloudcounter
06th Dec 2019 15:21

We've used Xero for more than ten years now, and I doubt that we've needed to contact support more than half a dozen times in that period. A couple of those were for a data corruption issue which was sorted out within 24 hours and the rest would be "how do I?" questions which were answered promptly. Most of that type of question we were able to answer without the need to contact support by using the online help.

No issues at all with the support or the speed of response.

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Glenn Martin
By Glenn Martin
06th Dec 2019 16:39

Hi Rob
I find its good enough considering you not really paying for support.

They normally respond within 2 hours and not had them not been able to fix anything. TBH I find it does not really go wrong much, and if I cannot get on with something I just jump onto another client until they come back to me. If you are wanting to do something you have not done before look at the resources bit of the website or google as there is loads of how to videos to help you out.

There as been a few issues around bank feeds lately but the old switch them off and reconnect them seems to work so thats as hard as the queries ever are.

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Replying to Glennzy:
wolfy
By rob winder
06th Dec 2019 17:05

Hi Glenn
Once I've overcome the learning curve I'm sure it will improve. Maybe I'm just impatient wanting instant answers rather than trawling through the self help resources.

The general consensus seems to be its adequate and is fit for purpose.

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Replying to rob winder:
Glenn Martin
By Glenn Martin
09th Dec 2019 12:49

TBH I prefer the email support compared to sitting on hold for ages with Sage.

With Xero there is usually a few ways of doing things so you can always come up with a workaround.

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By carnmores
07th Dec 2019 17:17

disagree , if you are a professional adviser its almost always straight away and problem solved

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By Watbooks
09th Dec 2019 09:35

As a user for 8 years I have been impressed with Xero email support. Then they went through Xero Central which is annoying but can still work.

However, help with the Open Banking changes has been useless. The answers are copy and paste and even repeated on the same query. My guess is they hired many short-term low staff who know little about the product in practice.

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A Putey FACA
By Arthur Putey
10th Dec 2019 13:07

As an accounting partner I would regard "support" as including the fixing of practical issues with Xero. Sadly the development roadmap always looks forward and never looks back on how something could be made better. Xero has some woeful gaps, many of which have been debated ad nauseam on the community, and sensible feature requests get ignored. Things like credit notes not appearing in the bank rec.. That said, its pretty good for most day to day purposes and the email support works well.

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By AdShawBPR
12th Dec 2019 11:45

Completely agree with your comment AP. I wish they'd have a 6 month moratorium on adding new stuff and just improve what's there. It's got a rather disjointed, messy feel about it now with 2 kinds of reports, 2 kinds of expense options, illogical menu structure and, my current gripe, badly thought out VAT for MTD process.

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By AdShawBPR
12th Dec 2019 11:46

I meant MTD for VAT!

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By FRAS
11th Dec 2019 12:57

I am also new to Xero and it is the best software I have ever used so far, moved from Tas Books about 9 months ago and I will pay extra for telephone support as some of the responses I get from Xero are just generic and right now I have a question below;

A remittance of £8,339 was created and emailed to a supplier in Xero but when making payments Via the bank the payments were done in 2 parts, £5000 first and £3339.00 on the same day as our bank does not allow Card payments over £5000 (over the phone).

How do I reconcile such a transactions as my bank statement is showing 2 transactions of £5000 and £3339.00 and the payment I made is Xero is £8339.

I will appreciate if you can let me know the best way to reconcile this without having to cancel the remittance and do another remittance

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Replying to FRAS:
wolfy
By rob winder
11th Dec 2019 13:08

If i understand your question correctly you want to allocate two payments against a single invoice when reconciling the bank?

If this is the case there should be an arrow somewhere in the box of options which says "split" if you click on this it will allow you to make a part payment and then allocate the balance against the second payment.

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Replying to rob winder:
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By FRAS
11th Dec 2019 13:32

No i want to reconcile 2 payments on the bank statement against a single remittance advice not invoices, can this be done without deleting a the remittance?

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Replying to FRAS:
wolfy
By rob winder
11th Dec 2019 13:53

Not entirely sure what you mean I'm afraid. I would have thought if you are paying a supplier you would have an invoice to allocate the payment against. Hopefully someone that has more knowledge than i do may be able to help.

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Replying to FRAS:
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By Matrix
11th Dec 2019 14:11

I don’t know what you mean by a remittance in Xero. So you have set up the bill, can’t you just match the bank payments to this bill?

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By FRAS
11th Dec 2019 17:16

Let me try to explain again, a Supplier payment was raised in Xero by selecting the invoices that need to paid (7 invoices) and then generated a remittance of £8,339 but instead of paying the full amount of £8,339 Via our bank , the payments was done in 2 parts £5000 first and £3339.00 on the same day as our bank does not allow Card payments over £5000 (over the phone). How do I reconcile the £8339.00 generated in Xero against the 2 payments shown on the bank statement.

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Replying to FRAS:
ALISK
By atleastisoundknowledgable...
11th Dec 2019 17:33

Right, that makes sense and we understand the question. If you ‘find & match’ on the £5k payment, you should be able to see the £8k ‘remittance’ (‘bulk payment’ is correct terminology) and click the ‘split’ link to part pay it. Which will leave £3,339 to match agains the payment for that amount.

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Replying to atleastisoundknowledgable...:
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By FRAS
11th Dec 2019 18:44

Thank you for the correction, I cannot use the Split option in fact it is not there as the payments have already been applied to the transaction (£8,339).

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Replying to FRAS:
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By johnt27
11th Dec 2019 19:46

That's correct - you can split payments on part paid invoices not bulk payments. You need to reverse the bulk payment and either reperform in two batches or easier now just apply the payments which I assume have now come through on the feed.

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By rmillaree
12th Dec 2019 11:11

Fair play to Xero for the first time i had a technical issue last week that looked to be caused by them internally where the date of the conversion balances somehow seemed to change from 1st of the month to last day of previous month (this made a difference in that first of month transactions changed from being after to before conversion balance)

I put in my support email that this was more than the normal query and asked if a technical expect could ring me and i got a call within 15 minutes. That's the first time i have tried to cut out the email response issues and it worked. I may have got lucky i guess - i am guessing conversion balances are the one area you don't want to get confused on Xero and hopefully they know that fact and respond!.

Other than that i would say email support is reasonable - sometimes though it does get lost in translation via email when a 2 minute call could have given clarity.

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By Stuart Major
22nd Dec 2019 16:00

I have to say that I find xero support very unsupportive. The lack of a phone number despite there being three UK offices I would regard as a measure of their committment to customer service post sale. The constantly referral to help articles on the support site (rather than connecting directly with you) seems a further indication of their desire (or not) to resolve any issues. Very disappointed is an understatement. As for the UI, I do not consider it in any way friendly for the end user.

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