Quickbooks Refund Policy Encourages Us to Shift to Other Accounting Software

expeditionimports · ‎February 09, 2021

I am pretty amazed at the lack of "common sense" that we are experiencing with Quickbooks Enterprise. So the big sell to our company was to shift to Enterprise to utilize the Advanced Inventory features and specifically the bar code pick/ship functionality. We had been very upfront with sales that our plan was to keep premier and go with fishbowl. We were sold on Enterprise and Advanced inventory. It took us quite sometime to barcode 8000 products, etc., but we did. So we paid the $3790 and go to use this new service. OOPS, there is a bug that development and data services must fix. We are know 10 weeks, 22 hours of troubleshooting, 14 calls, etc.,etc., and according to data services there is ZERO timeline for a fix.

So I call in Yesterday and request that we get some type of partial credit as we certainly should not be paying for software we cannot use. I am told the only options are to cancel the service and the $3790 will be pro-rated to the date of cancellation. Not the date that the bug was discovered and we haven't been able to use. Not a partial credit towards a future years service......simply either wait an undetermined amount of time paying for a product you cannot use, or cancel the service and go elsewhere.

So, in Intuits infinite wisdom they have now pushed my company to investigate other options for accounting software, when a simple credit for time that the software is not usable would have been sufficient. Nuts.

JenoP · ‎February 09, 2021

Hi there, expeditionimports.

We appreciate and have taken note of your feedback about your experience with upgrading to Enterprise and with the bug that's being worked on. I also expect immediate resolution if I were to pay for a premium on a software.

I can see that you have called in multiple times about this. However, we're unable to discuss refund and credit concerns in the Community because this is a public forum. I would still recommend reaching out to our phone support with regards to this issue. They can check the case documentations with your previous calls and check if there's other options available for you.

If you're already added to the list of affected users, you will receive an email once the issue is resolved. The notification will be sent to the email address we have on file.

The Community is always here if you need anything else.

expeditionimports · ‎February 09, 2021

Maybe I wasn't clear. I did reach out to phone support Yesterday and it was referred up to a supervisor who basically told us exactly what I reported. Cancel the service as there is no time frame on a fix and no credits or refunds can be issued for services even though they can not be rendered. My post here was to highlight the absurdity of the response, as the response is pushing a long time QB company to go to other accounting software.

The delay to a bug fix is understandable. The unwillingness to adjust a price/credit for services that cannot be used, is where the rub is. In my business I do not get paid unless I deliver what the customer has paid for. Apparently that is not the software business.......

Fiat Lux - ASIA · ‎February 09, 2021

@expeditionimports

You may downgrade to QBD Premier and integrate it with FB or other inventory management app. One app offers a one time license and it supports QBD Pro/Premier.

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Quickbooks Refund Policy Encourages Us to Shift to Other Accounting Software