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StaceyD
Level 1

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

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"?  

Solved
Best answer June 22, 2021

Best Answers
KlentB
QuickBooks Team

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

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:

 

  1. Open QuickBooks.
  2. Go to the Help menu, then select QuickBooks Desktop Help.
  3. Click Contact Us.
  4. Enter "Unable to activate my QuickBooks." in the description box.
  5. 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

4 Comments 4
KlentB
QuickBooks Team

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

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:

 

  1. Open QuickBooks.
  2. Go to the Help menu, then select QuickBooks Desktop Help.
  3. Click Contact Us.
  4. Enter "Unable to activate my QuickBooks." in the description box.
  5. 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

Fiat Lux - ASIA
Level 15

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


@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
Level 1

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


@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:

 

  1. Open QuickBooks.
  2. Go to the Help menu, then select QuickBooks Desktop Help.
  3. Click Contact Us.
  4. Enter "Unable to activate my QuickBooks." in the discretion box.
  5. 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. 

 


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

StaceyD
Level 1

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

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.   

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