Client Reviews on Xero Limited
Feedback:
I won't even go into the all difficulties we had with the way the actual product works. I will just say that I cancelled the subscriptions months ago and am still being charged $30 per month every month, with no tech support (or support of any kind) available.
Feedback:
This company's philosophy does NOT belong in the USA. It is ALIEN to best practices and fantastic customer service. There is absolutely NO WAY this customer will EVER be able to successfully compete with QB. They refuse to even publish their phone number on their website or in the telephone directory. This is indicative of the contempt they obviously have for their prospective and existing customers. I'd bet they mistreat and devalue their employees as well.
Feedback:
Today Xero announced a 200-500% price increase if uses want to keep existing functionality. It's like they don't understand how SaaS works. Removing expense features unless users pay an exorbitant $5/month PER USER is ridiculous. That's more than twice wha t they charge per user for payroll! They are extorting customers and holding our data hostage knowing that switching costs will stop many customers from leaving. When I asked how to bulk download my data so I could cancel, they said there was no way to do that!
Feedback:
No tech support. If you have a problem, you can expect to wait days for a response that isn't helpful. When you do get someone on the phone they'll admit they know how bad things are but they're still selling the software do they don't intend to fix the problem.
Feedback:
Great product. HORRIBLE service. Support is via a web portal only and they take days to respond. Our bank feeds are broken and it's been three weeks without any form of meaningful response. We like the product much more than QB but when you have an issue, you're really on your own.
Feedback:
Cant' find a number to call for customer service help... Instead online help will send me an email!!! I need help now... !!! NOT tomorrow~!!!!
Feedback:
The funky xero US office
Feedback:
Bad customer service. It's awful being charged an extra $3k and to be unable obtain an immediate help.
Feedback:
Unbelievably bad customer service. They advertise 24/7 support but have no phone or chat support. There is no way to find out an eta for service when the site goes down, and invariably, if you do get a hold of someone, they can't actually troubleshoot your problem. Some other department will " get back to you ASAP". If you're doing accounting, that might be okay, but for invoicing and payroll, it means people aren't getting paid. They blame every bug on some other company's integration, and I've never successfully had a single problem resolved by the Xero staff.
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