Customer Support is beyond poor, the worst of any company anywhere.
They sent me an e-mail to choose my benefits during the Open Enrollment period. I clicked the link and logged in but there was a server error for the Open Enrollment page. I chatted with 2 people, both of whom kept asking me to clarify the issue, though I had explained it in great detail. They kept asking me to confirm that I wanted to change my phone number, though I never once mentioned my phone number. Finally someone told me I had to call the phone number to get help. The first person transferred me to another department. The system there said, "Press 1 for this, Press 2 for that", but none of my selections were registered. I gave up and called back. The woman who answered this time actually asked me, "So you want to update your phone?" As near as I can tell they just tell their representatives to keep asking people over and over if they want to update their phone, in the hope that that is why the person is calling, because they aren't intelligent enough to actually decipher plain English describing what the problem is. After an hour I was finally told there was an outage. I don't understand why it took an hour of my time to find out there was an outage. Dealing with this company is extremely frustrating. Companies that value their employees should not deal with Paychex, because Paychex is only in the business of wasting employees' time.