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RDehart

New Member

11/13/09 9:05am PST
Viewed by asker 09/21/11 7:10pm PDT

Today is November 13, 2009 and we are still waiting for our ProAdvisor 2010 software, help please

US QuickBooks Premier : 2010: Accountant

Today is November 13, 2009 and the two ProAdvisors in good standing at our office have not received their 2010 QuickBooks software. We have made numerous phone calls beginning in September 2009 shortly after having received an email from Intuit that the software would be available in retail stores inquiring about when we would receive our software. We and have been assured several times “It is being shipped today” and as of today, nothing. It appears in order to support our clients we will need to purchase at retail two 2010 Premier Accountant versions. Has anyone else had issues getting the software from Intuit? Does anyone know who we could contact at Intuit with the authority to resolve this issue? If so please contact Sharie at 206-361-3950 or sharie@contracting4profit.com Any assistance would be greatly appreciated. Thank You.

Randal L. DeHart, PMP
The Contractors Accountant
www.fasteasyaccounting.com

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4 Replies

Chris 99

Employee

11/13/09 2:19pm PST

Please try ProAdvisor Customer Service again (888-333-3451). If you have not recieved the product, the customer service agent can verify your shipping address with you. The packages were all shipped out in September.

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PAP_William

Employee, Accountant Community AllStar

11/15/09 10:18am PST

Sharie - My sincerest apologies for this experience. I've researched your issue and I am at a lost why you in particular aren't having your product ship. I can see the orders for it on our side, but I can also see that they have not shipped...

I've escalated the issue on our side, and I will have another response sent to you at your email address by EOD Tuesday 11/17. My sincerest apologies...

PAP_William

PAP_William
Service Manager for the ProAdvisor Program

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RDehart

New Member

11/16/09 12:08pm PST

Today is November 16, 2009 Still No Software

Dear Chris 99 and PAP_William, Thank you both for your assistance.

We have been contacting Intuit for several weeks now with no response. Intuit phone support and ProAdvisor support has made lots of promises that the packages have been shipped and every time we call to ask where they are the response is the same. They never got shipped and nobody knows why.

We then spend an hour or so on the phone attempting to get the problem resolved only to hear something to the effect the products have been shipped.
Last week were given to understand it had been escalated....still no product....

We are a relatively small firm and cannot understand why nobody at Intuit has the authority to get the product we have paid for shipped. It appears there is a Policy that your customers, ProAdvisors, must wait for root causes to be investigated and resolved at Intuit shipping before we can receive the product.

Again to restate a previous position we really enjoy the benefits of being ProAdvisors and all the support from Intuit. In fact we actually have used QuickBooks from the first DOS version released in 1991, (not 100% sure the year) and we have recommended it to our clients ever since. Suffice to say well over 100 customers have purchased QuickBooks as a result of our recommendation including at least a dozen converted from other software.

We downloaded the trial version of 2010 and have been using it as in interim step; however, the trial has expired. Since we have to service our clients we will be going to a local retailer and purchasing two copies of the 2010 Premier Accountant Version later this week. Please do not think to ask why we are not going to order directly from Intuit to be shipped.

Randal L. DeHart, PMP
The Contractors Accountant
www.fasteasyaccounting.com

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PAP_William

Employee, Accountant Community AllStar

11/17/09 8:22am PST

Latest post

The solution

Rdehart -

First off, I wanted to let you know that your kit shipped this morning

Secondly, we don't really have the ability to manually ship a product (by product of outsourcing your fulfillment), so root causes must be fixed before we can ship. There is another good reason for this, and that is if your issue is impacting other customers, we'd like to solve them all at once, rather than one at time

Finally, it should NOT have taken this long to get to resolution, and we have provided the appropriate feedback to try and prevent an experience like this from occuring again.

In the future, if you feel that you are not getting the appropriate responses from the person you are speaking with, please feel free to escalate the issue to their supervisor to ensure we don't let valued customers like yourself "fall thru the cracks"

I've emailed Sharie last night, and I'll echo my sentiments again here...I do apologize for this very unpleasant experience!

Thanks for voicing your concerns,

PAP_William

PAP_William
Service Manager for the ProAdvisor Program

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