Locked out of my program and terrible customer service from QB

Cow Doc · ‎January 16, 2022

I am so unbelievably frustrated with QB customer service. My business computer is located in an extremely rural and internet-challenged area. 10 months ago my QB program stopped communicating with my printer so I called QB customer service. After (literally) 16 hours on the phone with various customer service members, I was told I needed to purchase the subscription to Pro for $200 (a deal, they said) for the first year and that would get me a higher level of support. I purchased said subscription and 3 hours later was told that it was a problem with my printer. A local computer store tech support guy fixed the problem in 15 minutes by telling me Microsoft had issued an update that created the problem that seemed to show up with QB a lot, but there was another update that fixed it. Problem solved. I don't know why QB support was unaware of this issue.

Now, a month ago I called to cancel my unnecessary and unwanted subscription to Pro and was told it was cancelled and the cancellation would go into effect 1/6/22. I VERY SPECIFICALLY asked if there was going to be a glitch in getting back to my non-subscription version of QB at the time of cancellation and was told there would ABSOLUTELY be no issues. I was very worried about this given my issues with QB customer service previously. No surprise, I am now locked out of my QB program because my subscription cannot be verified. Going on this website I find there is no specific topic to cover this issue, so I entered a question in the customer service area and it asked how I wanted to be contacted but neither of the options was a live link to submit my choice. So now I must wait until business hours tomorrow (when I will be working) to try to contact them directly, and I already know how that is going to go. QB, please do better with your customer service.

Fiat Lux - ASIA · ‎January 16, 2022

Were you using QB Desktop 2021 Pro edition? You can utilize the trial version of it to open your file for up to 30 days. You will have more time to decide whether buying a new one time license for QB Desktop 2021 or else.

Cow Doc · ‎January 16, 2022

Thank you, Fiat Lux, for your response. Yes, I was using QB Desktop Pro 2021, but why would I have to buy a new license when I previously owned a QB program (I believe it was QB Desktop 2019)? When I was coerced into purchasing Pro 2021, did I forfeit my license to the old program?

Fiat Lux - ASIA · ‎January 16, 2022

Log in to your CAMPS to make sure. If you purchased QB Desktop 2021 Pro Plus, you need to pay for renewal. Intuit no longer offered perpetual licenses when QBD 2022 was released last year. You can still purchase the one time license for QBD 2021 from several partners.

Cow Doc · ‎January 17, 2022

Thank you for making me aware of CAMPS. I was able to see that I still own the license for 2019 QB Desktop Pro and that my QB Desktop Pro Plus subscription had been cancelled as requested. When I re-downloaded 2019 Desktop Pro to my computer, I was unable to restore the company data from the online backup because I was told my subscription had expired. When I tried to restore the data from my most recent local backup, I was told that data could not be transferred to the older 2019 Pro version from a more current Pro Plus version. A couple of questions...

1) Do I have any options now to restore my company data other than purchasing a new license or subscription?

2) Would I have been able to use my online backup from Pro Plus with the 2019 Pro if I had tried before my subscription to Pro Plus expired? If so, I would think the customer service rep I spoke with to cancel my Pro Plus subscription would have mentioned this to me. He very specifically said there would be NO issues with my QB program when the Pro Plus expired and had PLENTY of opportunity to tell me of any actions necessary for me to revert back to my 2019 Pro.

I feel like this is yet another way that QB gets us to pay for licenses or subscriptions that we neither want nor need: intentionally get us into a bind and desperate enough to be up and running with our company that we will purchase more from them. Essentially, my company data is being held hostage by QB now and available only for ransom.

Thank you for you input, Fiat Lux. You have been helpful.

Fiat Lux - ASIA · ‎January 17, 2022

@Cow Doc wrote:
Do I have any options now to restore my company data other than purchasing a new license or subscription?

I don't see any other option than buying a new one time license for QBD Pro 2021 or resubscribe QBD Pro Plus. Your QBD 2019 won't be able to restore the backup file created on your QBD 2021.

Cow Doc · ‎January 17, 2022

OK, a couple of final questions. If I purchase QB 2021 Desktop Pro, am I guaranteed to be able to restore my data from the Pro Plus online backup which I assume was most recently done in calendar year 2022? Or, will my most recent local backup from calendar year 2022 be able to restore data in QB 2021 Desktop Pro? I do still have copies of local backups from calendar year 2021 but a lot has happened since then.

Thank you.

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Locked out of my program and terrible customer service from QB