Worst Customer Service experience!! Just needed to activate my software

StaceyD · ‎June 22, 2021

I just bought Quickbooks Desktop Pro 2021 from the Quickbooks store on Amazon. We do not need an online subscription because our company does basic stuff. It is really only for tax purposes. We opted for the Desktop version since it seemed the most reasonable (if you can call $400 reasonable). After downloading QB, I opened it up to find I needed to activate it. When I tried to activate it, I found that I could not "create account" because QB had defaulted my User Name instead of my associated email in the email field of the Account creation form. The field does not allow you to change it to the email and won't let you proceed because the User name is not an email.

So I called Customer Service. The guy on the phone was trying to find my files but that was not was I needed. I tried to tell him my problem by showing him through the screen that he could see. He was trying to tell me that because I bought the QB software from amazon that I would need to get "higher-level support" and that would cost me $250!! You've got to be kidding me! Seriously!! Do I need to pay for support to activate their own product? I have never! When I tried to verify what he was telling me, he got very rude and was saying things like "let me tell you in layman's terms" like I am an idiot or something. I am wondering if QB is making it next to impossible to use their desktop version so you'll be forced to subscribe. I am thoroughly disgusted with the customer service and sketchy support. Is there anyone out there who can help me that won't cost me $250 after I already paid $400 just for a software that I can't use apparently without "higher-level support"?

KlentB · ‎June 22, 2021

Hi StaceyD,

I would also probably feel the same way if I were in your situation. Rest assured, I'll take note of your experience with our phone support so we can submit proper feedback. We'd like to have this opportunity to help you in a more efficient manner in the future.

Please know that all QuickBooks customers are entitled to unlimited support sessions after purchasing the software. This includes product installation, upgrade, troubleshooting, and guidance in performing important administrative tasks.

Although, there are some issues that may require a support plan for live assistance, especially if it involves complex and technical procedures. You may read our QuickBooks Desktop software support policies to learn more about this topic.

Moreover, our customer supports should be able to help you in reactivating the program without any associated fees or charge since you're using a supported version (Quickbooks Desktop Pro 2021). To ensure that this will be taken care of as soon as possible, I recommend giving us another chance to help you out again. You can follow these steps to connect with us:

Open QuickBooks.
Go to the Help menu, then select QuickBooks Desktop Help.
Click Contact Us.
Enter "Unable to activate my QuickBooks." in the description box.
Select Let's talk and then choose a way to connect.

Additionally, here are some resources that you can browse to learn the product basics and QuickBooks workflows:

We're open here 24/7, so please don't hesitate to visit us again if you have any other concerns or follow-up questions.

View solution in original post

KlentB · ‎June 22, 2021

Hi StaceyD,

I would also probably feel the same way if I were in your situation. Rest assured, I'll take note of your experience with our phone support so we can submit proper feedback. We'd like to have this opportunity to help you in a more efficient manner in the future.

Please know that all QuickBooks customers are entitled to unlimited support sessions after purchasing the software. This includes product installation, upgrade, troubleshooting, and guidance in performing important administrative tasks.

Although, there are some issues that may require a support plan for live assistance, especially if it involves complex and technical procedures. You may read our QuickBooks Desktop software support policies to learn more about this topic.

Moreover, our customer supports should be able to help you in reactivating the program without any associated fees or charge since you're using a supported version (Quickbooks Desktop Pro 2021). To ensure that this will be taken care of as soon as possible, I recommend giving us another chance to help you out again. You can follow these steps to connect with us:

Open QuickBooks.
Go to the Help menu, then select QuickBooks Desktop Help.
Click Contact Us.
Enter "Unable to activate my QuickBooks." in the description box.
Select Let's talk and then choose a way to connect.

Additionally, here are some resources that you can browse to learn the product basics and QuickBooks workflows:

We're open here 24/7, so please don't hesitate to visit us again if you have any other concerns or follow-up questions.

Fiat Lux - ASIA · ‎June 22, 2021

@StaceyD wrote:
So I called Customer Service.

@StaceyD

Which number did you call? Was it the Customer Service of Amazon or Intuit?

Consider to ask the refund for your license immediately. Then purchase a new pre-registered license thru your local seller and make sure they also commit to provide the activation/validation code for free. Otherwise contact us in private and we will help you to provide the one time license of QBD 2021 with the activation/validation code.

Volcagnome · ‎June 23, 2021

@KlentB wrote:
Hi StaceyD, DGCustomerFirst

I would also probably feel the same way if I were in your situation. Rest assured, I'll take note of your experience with our phone support so we can submit proper feedback. We'd like to have this opportunity to help you in a more efficient manner in the future.

Please know that all QuickBooks customers are entitled to unlimited support sessions after purchasing the software. This includes product installation, upgrade, troubleshooting, and guidance in performing important administrative tasks.

Although, there are some issues that may require a support plan for live assistance, especially if it involves complex and technical procedures. You may read our QuickBooks Desktop software support policies to learn more about this topic

Moreover, our customer supports should be able to help you in reactivating the program without any associated fees or charge since you're using a supported version (Quickbooks Desktop Pro 2021). To ensure that this will be taken care of as soon as possible, I recommend giving us another chance to help you out again. You can follow these steps to connect with us:

Open QuickBooks.
Go to the Help menu, then select QuickBooks Desktop Help.
Click Contact Us.
Enter "Unable to activate my QuickBooks." in the discretion box.
Select Let's talk and then choose a way to connect.
Additionally, here are some resources that you can browse to learn the product basics and QuickBooks workflows:

Get QuickBooks Desktop user guides
Get started with QuickBooks Desktop
We're open here 24/7, so please don't hesitate to visit us again if you have any other concerns or follow-up questions.

What a great and, of course, well written post. It`s so useful…

StaceyD · ‎June 24, 2021

Thank you for the reply. This time when talking to Ken at your Customer Service in the Philipines, the experience was a totally different experience. He was one of the most helpful agents I have had in a long time. He made sure our QB was activated, our company account was created properly, made sure our files transfer to the updated version, setting up our QB login, and how to access help in the future. He restored my faith in Quickbooks to where I can stop looking for an alternative financial software.

springsdoc · ‎January 12, 2022

I am having similar issues trying to activate my QB Desktop Pro2021. All I want to do is move the software to a new computer from my old, worn out computer. I already have a license number and a product number. When I go to Activate it, it says, "Contact support to complete activation". When I click on the "Message now" button, it goes to a site that says, "Chat is unavailable at this time. We apologize for any inconvenience, please note you can find other contact options at intuit.com/support".
This is the middle of the day. I've tried for 3 days to do this. I have NEVER in my life seen such HORRIBLE customer service.
And that's only the tip of the iceberg. When I first purchased the desktop version, I decided to check out the online version, as I was already using Intuit (and eventually, Quickbooks) payroll. For some unknown reason, they were not able to connect my payroll to my Quickbooks, but they were sure able to charge me for it.
This company has some VERY SERIOUS PROBLEMS with customer support. The head of that department needs to be FIRED. IMMEDIATELY. Before he/she has done irreparable damage to the company. Unbelievable.

Fiat Lux - ASIA · ‎January 12, 2022

@springsdoc

How many user license do you have? QB Desktop 2021 Pro for single user? Are you able to login as Primary Admin to your CAMPS and find your license code in there?

springsdoc · ‎January 13, 2022

What is CAMPS? I have a single user license.

Fiat Lux - ASIA · ‎January 13, 2022

@springsdoc

Who installed your license for the first time? If you are not able to login to CAMPS as Primary Admin, Support won't recognize your license.

https:// camps.intuit.com/

becleannj · ‎September 10, 2024

My login is working.

Deity Alpha · ‎September 10, 2024

@becleannj

Any specific concern?

Topics

Training

Community

Resources

Worst Customer Service experience!! Just needed to activate my software