ALL of our customers are small healthcare practices. As a result of COVID-19, they are only seeing patients on an emergency basis and are basically shutdown until the economy restarts. The doctors and staff are financially suffering as a result.
In the midst of all this, many of our our clients running QB 2017 Pro are getting the following message
- Important Notice -
QuickBooks Add-on Services will be discontinued after 05/31/20.
Add-on services in QuickBooks 2017, including Payroll, Payments, Online Banking and Support will be discontinued after May 31, 2020. Also, you will no longer receive critical security updates.
As software developers ourselves, we realize the multiple facets (both technical and economical) affecting these decisions. We completely understand this stance - if the economy were normal. It is anything but.
Each and every one of our customers seeing this notification are calling us - enraged that Inuit is basically insisting they spend money to upgrade QuickBooks at this time. They understand that they will need to upgrade, but with their practices shutdown even the smallest expenditure hurts.
Intuit - PLEASE continue Add-on Services for QB 2017 until the COVID-19 crisis is over. You set the discontinuation date, you can extend it. Doing so will garner respect and loyalty; neglecting to do so will create animosity and damage your reputation.
I have called and spoken to Intuit customer service on this same exact issue. We are a small family operated retail business with fewer than 5 employees. We were ordered to be closed since March 19th and the emergency orders in our county and state currently extend to at least May 16th, with extension expected. We have been using Quickbooks and Payroll Service for 20 years. We have upgraded every 3 years as required at least since 2008 (as far back as my current records go with licenses). Intuit has provided a good and reliable product and service, which is why we have always been loyal. Our request to Intuit was for a deferral of the QB2017 discontinuation date or extremely low cost solution to upgrade to QB2018, so that we can remain functional while conserving our rapidly decreasing resources. Again, we have been closed without revenue for almost 6 weeks. Prior to that we experienced a massive slow down in business. All of this I relayed to the customer service individuals I spoke and chatted with during the past 2 weeks. I will say that they were very polite but had no advice or solutions that provided economic relief from the mandatory upgrade coming May 31st. I explained that landlords, suppliers, utilities, and others had already been working with us to either waive, reduce, or defer expenses. The only option I was given to resolve this issue was to buy a discounted upgrade from $499.95 to $299.95--this offer was framed as a "Covid-19" support discount. This was falsely offered as such, since the price for an upgrade is always discounted from MSRP to the actual price most businesses pay (usually from Amazon, Staples, etc.). This was very disingenuous. The bottom line is that we are a very small business, like many right now, that have to remain functional despite having no revenue/income. And for our loyalty, Intuit is offering no support! Only silence on the question of what economic relief can THEY provide to loyal customers caught in this situation? I do appreciate all the resources and information being offered by Intuit. But this comes across as more of a marketing campaign than a real effort to help small businesses that have supported them through the years with their customer loyalty. Shame shame shame on Intuit for being so non-responsive when such a simple simple simple solution exists: just extend the discontinuation date by 3-6 months or get creative with another stop gap solution that provides relief to small business operators who are being forced to choose between food/medicine/shelter and accounting software. I will also mention that one of the customer service agents suggested I pay for the upgrade with the PPP funds we might receive, suggesting that paying an "essential" expense was not as important as paying Intuit....Ridiculous! Come on Intuit, you can do better than this. Hoping you do!
First and foremost, I want you to know that we greatly appreciate your loyalty to the QuickBooks Brand and we take your concerns very seriously. I just sent you a Private message, I look forward to working with you there.
If you have any other questions or concerns, feel free to post them below.
Again, thank you for your time and patience.
Have a lovely evening.
I do not see the private message you mentioned. Perhaps you only sent to community member AF2000?
May I please get a copy of that message?
Stay safe. Stay healthy.
With respect to your post - truer words have rarely been spoken. This whole issue simply comes down to a complete lack of compassion on Inuit's part. The solution is too simple. The fact that they're not doing anything during this economic crisis speaks volumes - their silence is deafening.
Looking for alternates that don't carry the Inuit name - this is an incredible opportunity for Intuit's competitors.
This is the message I received from Intuit in response to my concern above:
"Thank you for your patience, after looking into your account with my team, it looks like you'll need to purchase a new license number. In order to do that you'll have to call in. Below is a link with our sales team phone number.
If you need anything else in the meantime, feel free to post in the Community.
Thanks again for your patience and have a nice afternoon. "
This response, while polite, is more of exactly what I stated in my original post--there is no specific outreach or support for businesses caught in this extreme economic moment where there is NO REVENUE incoming and Intuit, a valued long-term service provider to our business whom we have always supported by buying their services, REFUSES to take reasonable actions to help support and bridge their vulnerable clients to a point in time when they are able to resume business and ultimately upgrade to the newest versions necessary for their business needs. I don't think most business owners in this situation expect a free upgrade to the latest and greatest software release. What I do think they are hoping for is a respectful stop-gap solution that relieves them of worrying about their accounting and payroll system not working until they are able to fund this business expense from revenue in the hopefully near future. Move the QB2017 discontinuation date beyond May 31st for 3-6 months -OR- some other measure that bridges clients forward in time past the worst part of the Covid-19 shutdown. The tone-deaf approach Intuit continues to show on this particular issue is so surprising and disappointing. If it were possible to make a simple switch to another accounting system, we would! But that is not reality and what we really want to do is just survive and get to the other side of this crisis together.
As a final note, it is really hard to explain to landlords (retired school teachers in my case) and suppliers who have already waived, deferred and excepted the fact that their participation in the economic challenges of this crisis is a shared burden, that we have to pay Intuit now because they have us over a barrel and declines to share in the burden, even if that just means having to wait a while longer for us to be able to afford to upgrade. I guess, "it's just a pandemic, what's the big deal?" is the message Intuit intends for us to hear.
I will look for new solutions in the future and in the meantime pay the blood money demanded for what I believe is not a truly "essential" expense in the immediate economic landscape.
Can't do that. My small company and most of our clients (also small businesses) require 3 user version. Retail $800, reseller ~$500. I know $500 is not a massive amount of money, but most of my customers affected by this have seen almost no income since mid-March. Intuit requiring an upgrade at this point in time is criminal.