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E
edatkinson
January 28, 2021
Question

subscription charges for help services

  • January 28, 2021
  • 2 replies
  • 0 views

Has anyone had the experience of QBO telling them their data was "damaged" because they were using the browser version instead of the app version?  I was told that, and that it would cost me an annual service subscription to fix it (1500).  I think there was a class action against QB some years ago, where they were basically "damaging" peoples data just so they could charge a fortune to "repair" it.  Anyway, it was infuriating in my case.  They made me pay up front, assuring me it would work, then told me later it could take two months.  So that's great news for a small business.  

2 replies

M
MirriamMQuickBooks Team
QuickBooks Team
January 28, 2021

Hello, @edatkinson.

 

Thanks for bringing this to our attention and providing details about your concern. 

 

I have checked our records and haven't found any issues from other users similar to yours. When using QuickBooks Online (QBO), there is no charge for fixing company files as all company is in our server. 

 

In case you're charge other than your subscription fees, please let us know so we can further check it. 

 

Moreover, I don’t like to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

 

For future reference, check out this article that will serve as a guide to help prepare your tax forms: QuickBooks Online Year End Prep and Resources.

 

Should have any questions or concerns, feel free to leave a comment below. I'll be happy to help you out. Have a great day.

E
edatkinsonAuthor
January 28, 2021

I just paid 400 bucks to fix my corrupted data.  Then I can't access it for 1-2 months.  I don't believe you that you have never seen this before.  It's a common complaint on your FB page.  Your post seems more about saving face than providing help!

Fiat Lux - ASIA
Fiat Lux - ASIA
Level 14
January 28, 2021

@edatkinson 

Just to clarify your issue. How did you contact "Support" and pay the "Fee"? 

U
urbanco
May 20, 2022

I just had a similar situation. When I opened QB, I received a popup that said "A data problem prevents QB from continuing. Rebuild the database and if that doesn't work, call [phone number removed]. The rebuild didn't work, so I called the number. They used Logmein to access my laptop, poked around Quickbooks and told me the database was corrupt. If it wasn't repaired before it reached 50% corruption, the data could never be recovered and I'd need to create a new database and would lose all history. He said we were at 42% corruption now, so it needed to be fixed soon. He said the cost to fix it would be $1499 for a one year support agreement. Or two years for $1999, 60 months for $2499. I told him I'd need to investigate and call him back. I called the legitimate QB support number and they said that tel # is not a QB number and they don't charge for additional support. QB emailed me a fraud form which I submitted to QB. Now I'm concerned because they had access to my laptop, so who knows what they installed. If anyone has suggestions, let me know. Thank you.

Fiat Lux - ASIA
Fiat Lux - ASIA
Level 14
May 20, 2022

@urbanco 

Did you notice if they install "something" on your machine? To be sure, run your Windows setting and delete all applications related to LogMein. We can help check your machine for anything suspicious but we still need to remotely do it 8)

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