Quality Steadily Declining
I am the office manager of a business who uses Paychex Flex for payroll and 401k. The "Assigned Payroll Support" agent is a facade- emailing or calling your support representative sends you to a call center or overseas support subcontractor. Each step in correspondence sends you to a separate agent who often misunderstands the thread history, redirecting you off-course from your solution path. When I first started using this software, it was very smooth. But quality and staffing seems to be gutted more and more each quarter. We regularly receive email instructions on systems or action items that mislead us (e.g. "you need to fill out a from 5500 by this date. Click this link to learn how;" the link is broken; contact support to learn that the directive was sent in error). At one point, the company owner was mistakenly locked out of his admin account by a Customer Service Rep, and forced into a non-escapable loop. If we did not have my account registered as a company admin, we would not have been able to run payroll or recover his account. If you are a business owner considering paychex, make sure you allocate 2-4 hours per week for an office administrator to handle Paychex curve balls.