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We currently use QuickBooks Enterprise and have over 20 users at any given time using the software. We recently experienced issue with our data so we were instructed by Intuit to submit our data file to them. We are now on day 6 of waiting for a diagnosis. Is this typical waiting time? Also, we were told that once a fix is found, that they can't schedule a specific time frame for us to get our current file fixed. As a company with more than 200 employees, we can't afford any downtime. Is this also typical? Do technicians work on weekends?
QuickBooks is an integral part of day-to-day work for many business owners and I can appreciate wanting to know the status of your file's repair process. I can give you a bit more information about the process and point you in the right direction if you have further concerns.
How long the process takes depends on the size of the file, what the issue is, and how busy the file repair team is at that time. Typically, it's an estimated 7 to 10 business days to complete the process. To get more information about what's going on with your file or to share any concerns, reach out to our phone support team. After collecting your account information and case number, they may be able to give you an update if there are any available and see what else they can do to help you out.
The number to dial is 1-877-772-9158. Enterprise support agents are available from Monday to Friday between 9 a.m. and 8 p.m. ET. One of the great things about Enterprise is that support fees are included in your subscription cost so you won't have to pay anything extra for the call. Learn more about support here: Intuit QuickBooks Desktop software support policies
Don't hesitate to reach out! Enjoy the rest of your day. :)
As another option, you may also consider to purchase a 3rd party data recovery service from a CA-based company. Their cost is $225 (2 business days) or $450 (6-12 hours including weekend). I don't intend to advertize their service in this forum. PM me for details.