We migrated to Quickbooks Online in May 2022. We have had SO MANY PROBLEMS and their customer service is basically a waste of time. The chat agents don't appear to understand what you have typed to them or else they don't read what you have typed to them. Here are just a few of the problems we have experienced in the past month:
1. We followed step by step instructions to migrate our data from Desktop 2019 to Online.We clicked on a link from Desktop 2019 that gave us a 50% discount for 12 months. Somehow we found that we were set up for a trial even though the money for the first month came out of our account. I called to ask what was going on and they said that we would just go to regular billing after a month. I kept getting notices to sign up before the trial ended. I called again to ensure that we would transition into monthly billing. They said that everything was fine. After the month trial, we could access our data, but could not add invoices, payments, etc. After 6 hours of phone calls with QB, they finally determined that somehow we had two separate companies. Of course all of our data was in the one that had the trial and we were paying for the one with no data. After several more hours on the phone with them, I was told that they could no apply the discounted rate for one year to the company with all the data AND they could not move the data from one company to another. They said my best option was to re-migrate the data from Desktop 2019 to the account with no data. Of course, that would not include the hundreds of changes (invoices, payments, item corrections, etc.) that we had entered in the online version in the past month. We would need to re-enter all of that manually!!!! The only other option they offered was to pay for the trial account and they could give us a three month discount of half off. Unbelievable! It was obvious that the customer service reps were working from home because I could hear children in the background of several calls. When I asked to speak with a supervisor, I was told that supervisors just supervise the customer service reps. They don't really have the authority to do anything different.
2. None of the emails that were associated with the customer accounts in Desktop came over in the migration.
3. We had to completely reformat our invoices because the invoice template we were using was not available.
4. Our logos did not come over in the migration.
5. Every morning when we sign in, the Setup Guide says it is 0% complete, even though I have done all the steps multiple times. I have been forced to hide the setup guide every day because there is no option to dismiss it or make it go away, or stop it from asking you to do the same tasks that you have already done over and over and over.
I am sure there are other issues we haven't found yet. It seems obvious that the online version was created by programmers or designers and not actual Quickbooks users. If whoever designed the online version was forced to use it every day and deal with these problems, I am pretty sure they would change the design.
Until now, I thought Quickbooks was a great product. They have really gone downhill and don't seem to care at all about their customers.
