QuickBooks Incompetent Customer Service

Sorry to post here... but they locked my posting out of QB and deleted it..

I cannot believe the incompetent customer service at Intuit and Quickbooks and licensing.

Here's the story: CPA buys QuickBooks 2008 (plus every other year)... Prior year helps client setup QuickBooks 2007 with the client's information. Client sets up QuickBooks Payroll and enters the contact email at accountant's.

Client updates to QuickBooks 2010 and is told is payroll service is licensed under CPA. All the while client has paid for his own payroll service as has the accountant. Intuit has client send over the following verbage to be placed in a letter signed by client and CPA, "Please replace the existing principal. As our Accountant registered Quick Books account for us, and somehow, without our knowledge, remained listed as the principal. The correct principal is ...."No one looks to see the versions they are speaking of are 2 separate versions 2007 & 2008 and neither one of the parties own the other copy of. Remember CPA owns 2008 client owns 2007.

Intuit then changes the licenses to client with the 2008 subscription to the client and gives the CPA the 2007 subscription.

CPA calls regarding adding a new user an a laptop in order to oblige the IRS due to new audit procedures of the IRS wanting the QB file (an entirely separate issue). Finds out his 2008 QB is not licensed under his name but that of his client.

After 4 hours of explaining what must have happened. There is nothing in the history of the subscriptions. Intuit updates and overwrites any previous data on the subscriptions. This is a wonderful internal control structure. A review by a customer service rep should have been able to view the account and see where the account was changed and I get nothing, except for being called a liar, a cheat and a thief.

Expecting a call from licensing this morning, I call back and told although my case was expedited it still can take 24 hours for licensing to contact me. Customer Service is unable to forward my call to licensing, nor will they give me licensing’s direct line.

And they wonder why we I don’t become a QB guru. What are your horror stories?

This post was last audited: 01/28/11 7:52am PST

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4 Replies

ArcadiaTax

Contributor

01/27/11 10:42am PST

I've been a pro advisor for a few years and have had really good luck with tech support. occasionally i have some new person that doesn't know a thing but most of the time i get good folks.

The same goes for lacerte. MOST of the time it's great. Sometimes not so great.

Overall, I'm very happy.

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hartless

New Member

01/27/11 12:31pm PST

I bought 2010 QB in October sent it back November. I had trouble downloading the software 4 times. Called support could not understand them. Bought a client write up and payroll from another software company. I have not been able to get in to it yet. But I think it will be fine for my needs.

I was also tired of Intuit trying to sell me something every time I used the program.

Thanks for listening.

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Amy-in-PA

Allstar, Accountant Community AllStar

01/27/11 6:07pm PST

Oh, Ken, what a tale of woe! Well, at the end of 2005 I bought about 10 extra copies of various types of QB2005, so that as various clients and friends might have wanted QB, they could buy it from me and we'd all be on the same version. (I have the 2005 version.)

I do mine on a stand-alone computer. All my clients do theirs on a stand-alone computer. Everyone has a separate license, obviously. I want nothing to do with these services that make you put your info on someone else's server.

My clients send me their QBB file, and I work on year-end adjustments. If they don't need to work on QB in a hurry, I do my adjustments and send them back an updated QBB file, from which they can restore. Otherwise, they keep working on QB, and I give them a list of what JE's to make, and printout of how their year-end balance sheet and income statement should look after they do the JE's. It usually works out fine.

Back up before it's too late. For a professional answer, call Tech Support at 1-800-933-9999 (Lacerte)(other numbers ProSeries, QB, or TurboTax). I am a volunteer, not compensated or supported by Intuit.

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JoAnn McKinley

Accountant Community AllStar

01/28/11 8:19am PST