We have been QuickBooks customers since 2009. In March/April of 2023 we started to notice that our invoices no longer added a valid (or any at all) link to make payment. We were transferred to an unknown amount of support techs who had us uninstall, reinstall, update, force updates again and nothing was fixed. What did happen was all of our company settings were reset and other "features" we no longer working. This resulted after about a month of not being able to use QB at all or take electronic payment in our company file being damaged. It was sent to QB to be fixed and was returned missing half of our client information, or simply changed where that information was stored (email in phone number, phone number in address). This took close to 40 hours (after the 30-40 spent on the phone with support) to clean up.
Fast forward to today, a dozen or so open tickets with no resolution, we now are being told by our QuickBooks Desktop that we only have one user license. We paid for two licenses in May in the midst of all the other problems and have found creative workarounds (that cost more time and money) to keep functioning as a business. So we open another support ticket, play the phone tree game, finally get to a level 2 tech support who promises a call back because he has never seen this issue (QB's own system shows we have 2 licenses) and has no clue what to do but there is nobody higher we can speak with. Call Support today to see what the status is (promised call was supposed to be last week) and it's like that call with the level 2 never happened. No notes, Level 1 tells me that Level 2 does not exist and then tells me that they do, but they are not able to call customers directly (funny, the person we spoke to was adamant he was a level 2 and it was level 3 that has not customer contact).
We happen to be a law firm, so we are now curious who accepts services of process for the state of Indiana from QB..... Nobody knows, or even anywhere in the US we would serve the company for lost revenue (well over 100 hours at this point for 2023) or to get a refund of software that has been basically useless since paying for the most current version. If you are reading this and considering QB as an accounting software, just don't, find something else. We will be doing just that once we can get our functional enough to actually transfer our file to a competitor's software. Dozens of issues, no fixes, just more issues and non-existent support. I have actually taken the time to see what it takes to apply to be support for QB because the same steps have been taken with every issues (I can do them in my sleep, blindfolded with one arm restrained at this point). Seems we all should get in on this scheme of Corporate Theft of Services that QB sees as daily business operations.
And low and behold, the level 1 tech now tells me the level 2 will reach out with no timeframe or schedule. We are a business of 2 employees, I would really hate to see how many large businesses would be crippled dealing with these shenanigans. Done at this point. The next step is to drive to QB US Corporate Headquarters and demand answers/lost revenue/damages for this mess.
