Worst Product & Customer Support Ever

sweeterhorizons1 · ‎January 05, 2022

I called Intuit to purchase QuickBooks Desktop at the end of 2019. The woman on the phone offered me a special deal where I would have access to support, etc. for a year, only $199. I asked her if I would have access to QuickBooks Desktop after the year is over. She assured me I would. After a year goes by I am locked out of QuickBooks. I call them. They tell me that I purchased a subscription and it expired. I told them that is not what I wanted and that there salesperson lied. So then the person tells me they don't sell QuickBooks Desktop for $199. They force me to pay another $199 to get QuickBooks Desktop. They give me a new license number. Another year goes buy. My computer crashes. In November 2021, I contact QuickBooks to get my license & product number because the ones I have written down are from my original purchase and won't work when I try to install QuickBooks desktop. I spend over 10 hours on the phone with different support people. I give them all of my information. They spend hours telling me that they can't find my account and that I again need to purchase QuickBooks. I finally speak to someone that uses my original license. She said that it had been cancelled. (Yes, proving that I paid $199 a second time to access software I already paid for.) So she re-enables the original license. She tells me that my license is to access QuickBooks Desktop in perpetuity and that I should be able to send bills for up to 3 years after I purchased it. She gives me a new product number to work with my license. I'm able to install QuickBooks and send a bill. At the end of December, 2021, I am no longer able to log in. So once again, I am on the phone with support. I am getting the same run around. We can't find your account. Your license number isn't bringing up an account. I give them all of the information I have, the license number, I tell them I can show them the invoices that I have been sending, or the fact that I have been receiving payments through QuickBooks all year. It doesn't matter. They can't find my account so they can't help me. IT'S NOT MY FAULT YOU LOST MY ACCOUNT. FIX IT!!! The absolute worst company I have ever had the misfortune to work with.

Jovychris_A · ‎January 05, 2022

I can see where you're coming from, and please know that this is not the experience that I want you to have with our sales representatives, customer service supports, and product, @sweeterhorizons1.

What I can do here in this forum is to take note of this experience so I can pass it along to our management team. This way, we'll be taking this opportunity to make new strategies to help you more efficiently 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 crucial administrative tasks.

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

Moreover, if you're using QuickBooks Desktop 2020 or newer versions, our representatives should be there to help you reactivate the program without any associated fees or charges. To ensure that this will be taken care of as soon as possible, I recommend giving us another chance to help you out again and find your account back. 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.

I'll be adding this reference that could give informative tips about using the product: Get QuickBooks Desktop user guides.

We're always around here every day to get you back on track. Please comment anytime if you have other concerns or additional questions about QuickBooks. We'll make sure to help and keep you up.

sweeterhorizons1 · ‎January 05, 2022

1/5/22 Called desktop support. Jennifer; Supervisor Joanna (Jo); Told me they could not find my account but could see my merchant service account. Told to contact Merchant Services (2 hrs)
1/5/22 Called merchant services; (Transferred 3X to get me to them in spite of being given their "direct" number. 800-558-9558) Hazel; Told me she could see money was received but she is not Desktop support and I need to call them. (1 hr). After insisting that they would not help because they could not find my account and cannot see my payments received, agreed to call them with me.
1/5/22 Conference call with desktop support; Christian. He's looking for my account. (Again! 10+ hours on the phone this year looking for my account.) Currently waiting on hold. (30 minutes so far)

sweeterhorizons1 · ‎January 05, 2022

1/5/22 Called desktop support. Jennifer; Supervisor Joanna (Jo); Told me they could not find my account but could see my merchant service account. Told to contact Merchant Services. (2 hrs)
1/5/22 Called merchant services; (Transferred 3X in spite of being given their "direct" number. 800-558-9558) Hazel; Told me she could see money was received but she is not Desktop support and I need to call them. (1 hr). After insisting that they would not help because they could not find my account and cannot see my payments received, agreed to call them with me.
1/5/22 Conference call with desktop support; Christian. He's looking for my account. (Again! 10+ hours on the phone this year looking for my account.) Currently waiting on hold. (30 minutes so far.)

Total: 3.5 hours on the phone and no solution. Last month was 10 hours so I could install and send out 1 invoice.

sweeterhorizons1 · ‎January 05, 2022

1/5/22 Called desktop support. Jennifer; Supervisor Joanna (Jo); Told me they could not find my account but could see my merchant service account. Told to contact Merchant Services. (2 hrs)
1/5/22 Called merchant services; (Transferred 3X in spite of being given their "direct" number. 800 558 9558) Hazel; Told me she could see money was received but she is not Desktop support and I need to call them. (1 hr). After insisting that they would not help because they could not find my account and cannot see my payments received, agreed to call them with me.
1/5/22 Conference call with desktop support; Christian. He's looking for my account. (Again! 10+ hours on the phone this year looking for my account.) Currently waiting on hold. (30 minutes so far.)

Total: 3.5 hours on the phone and no solution. Last month was 10 hours so I could install and send out 1 invoice.

sweeterhorizons1 · ‎January 05, 2022

Called desktop support. Jennifer; Supervisor Joanna (Jo); Told me they could not find my account but could see my merchant service account. Told to contact Merchant Services. (2 hrs)

Called merchant services; (Transferred 3X in spite of being given their "direct" number. 800-558-9558) Hazel; Told me she could see money was received but she is not Desktop support and I need to call them. (1 hr). After insisting that they would not help because they could not find my account and cannot see my payments received, agreed to call them with me.

Conference call with desktop support; Christian. He's looking for my account. (Again! 10+ hours on the phone this year looking for my account.) Currently waiting on hold. (1 hr so far.)

Total: 4 hours on the phone and no solution. Last month was 10 hours so I could install and send out 1 invoice.

sweeterhorizons1 · ‎January 05, 2022

1/5/22 Called desktop support. Jennifer; Supervisor Joanna (Jo); Told me they could not find my account but could see my merchant service account. Told to contact Merchant Services. (2 hrs)
1/5/22 Called merchant services; (Transferred 3X in spite of being given their "direct" number. 800-558-9558) Hazel; Told me she could see money was received but she is not Desktop support and I need to call them. (1 hr). After insisting that they would not help because they could not find my account and cannot see my payments received, agreed to call them with me.
1/5/22 Conference call with desktop support; Christian. He's looking for my account. (Again! 10+ hours on the phone this year looking for my account.) Currently waiting on hold. (2 hrs so far.)

Total: 5 hours on the phone and no solution. Last month was 10 hours so I could install and send out 1 invoice.

sweeterhorizons1 · ‎January 05, 2022

After spending 7 hours on the phone today I still did not get a resolution. I have filed a complaint with the Better Business Bureau.

Fiat Lux - ASIA · ‎January 05, 2022

@sweeterhorizons1

Who installed your license on your machine? Are you able to log in as Primary Admin to your CAMPS and find your license information there?

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Worst Product & Customer Support Ever