Open Ticket since September 16th but QBO Dev Ops isn't addressing it. Does anyone have a suggestion to actually getting QBO bugs fixed by QBO Dev Ops?

Based on other posts here, what you're experiencing is standard for QuickBooks support.

What's the issue they haven't fixed?

Hi @mia-colabrese,

Waiting for a fix on a persisting issue is truly frustrating. But please know that we want this issue resolved so you can continue with the business work.

I'd appreciate if you can provide the investigation number that was given to you. This way, we can check the status of the investigation and provide the latest update on it.

Please know you can continue to reach me here with your additional questions. I'll be standing by for your response.

Hello,

Thank you for the response.  Here is a long response. Sorry in advance.

It started on the 13th of September where it would not allow me to match a single bank deposit with a single invoice. Pretty core function.  This is why when one CSR tried to upsell me too, I was like this is a core function. QBs claim to fame almost. I use essentials BTW.

The invoice is auto generated and has been for several years prior with no issues - 2014. It then started to happen to another invoice from another customer which has been running since like 2012.  This customer uses intuit online to pay too. Dev Ops stated that they fixed it in Nov 22nd, because they claimed it was a BoA issue.  They did NOT fix it. Prior to this nonresponse email from Dev Ops I let QBO know I doubted it was BoA since it does NOT impact different customers who use BoA too. I have used Glance and Smartlook to demonstrate all these issues easy over 20 times now.  It just impacted two customers within a short time frame whose payments came in during this time frame.

I suspect there is a bad instance on my VM and or there was a bug which was resolved later but not cleaned up on my instance.  Someone from Dev Ops needs to actually look at my instance.  

Every subsequent (NEW) invoice generated for these two customers and their payments will NOT match so I have several invoices for each and they will not match. It's one for one invoice to payment, and not a batch.  I get a strange error that matching is not included basically. Other customers work just fine so same function.

Their tier 3 support recommended I delete all the invoices and start over. Aside from the work here. Couple of issues there, the issue is STILL persistent with these two customers for all NEW invoices created. Also if I delete the OLD invoice how are they to be matched correctly, where is the accountability?  The invoices are linked to payments reflected in intuit payments (via the invoice numbers) and also on the checks received.  Not to mention the time it will take to do this properly but really this is a QBO issue and they should honor the agreement to actually just do what they sold me and I have been paying for. They want me to just send an invoice and then when it won't match deleted it and create a new one again, each time create a new invoice for the new invoice.  Really!?  Also their product support had prior requested that I not touch the invoices so they could investigate it properly.  Either way deleting the invoices just so that I can create new ones and then delete them too is, is BONKERS!  So I haven't been able to reconcile the books or accept the funds into QBO since the program will not let me do the very core function of matching transactions which I am paying for.

In their no response email they stated if the issue is still persistent call the CSR again.  Honestly it is the worst ticketing system for a SaaS program. As a user iIshould be able to provide direct feedback without having to call.  Within the email I should be able to click yes it's fixed or no it's not fixed.  There is no accountability for Dev Ops.  Further more there is no SLA - Service Level Agreement.  This is common for a SaaS program, just not QBO. I guess they forgot they are ONLINE. 

Since the November 22nd noresponse email I have numerous times contact QBO. I have new case numbers and again they have kicked the can. If no one has any ideas on how to connect with someone who can get someone who cares I will have to get creative I guess. I just want it fixed and not to be bothered. Looking forward to any ideas or successful way to get it fixed.  

Thank you

Hello,

Thank you for the response.  Here is a long response. Sorry in advance.

It started on the 13th of September where it would not allow me to match a single bank deposit with a single invoice. Pretty core function.  This is why when one CSR tried to upsell me too, I was like this is a core function. QBs claim to fame almost. I use essentials BTW.

The invoice is auto generated and has been for several years prior with no issues - 2014. It then started to happen to another invoice from another customer which has been running since like 2012.  This customer uses intuit online to pay too. Dev Ops stated that they fixed it in Nov 22nd, because they claimed it was a BoA issue.  They did NOT fix it. Prior to this nonresponse email from Dev Ops I let QBO know I doubted it was BoA since it does NOT impact different customers who use BoA too. I have used Glance and Smartlook to demonstrate all these issues easy over 20 times now.  It just impacted two customers within a short time frame whose payments came in during this time frame.

I suspect there is a bad instance on my VM and or there was a bug which was resolved later but not cleaned up on my instance.  Someone from Dev Ops needs to actually look at my instance.  

Every subsequent (NEW) invoice generated for these two customers and their payments will NOT match so I have several invoices for each and they will not match. It's one for one invoice to payment, and not a batch.  I get a strange error that matching is not included basically. Other customers work just fine so same function.

Their tier 3 support recommended I delete all the invoices and start over. Aside from the work here. Couple of issues there, the issue is STILL persistent with these two customers for all NEW invoices created. Also if I delete the OLD invoice how are they to be matched correctly, where is the accountability?  The invoices are linked to payments reflected in intuit payments (via the invoice numbers) and also on the checks received.  Not to mention the time it will take to do this properly but really this is a QBO issue and they should honor the agreement to actually just do what they sold me and I have been paying for. They want me to just send an invoice and then when it won't match deleted it and create a new one again, each time create a new invoice for the new invoice.  Really!?  Also their product support had prior requested that I not touch the invoices so they could investigate it properly.  Either way deleting the invoices just so that I can create new ones and then delete them too is, is BONKERS!  So I haven't been able to reconcile the books or accept the funds into QBO since the program will not let me do the very core function of matching transactions which I am paying for.

In their no response email they stated if the issue is still persistent call the CSR again.  Honestly it is the worst ticketing system for a SaaS program. As a user iIshould be able to provide direct feedback without having to call.  Within the email I should be able to click yes it's fixed or no it's not fixed.  There is no accountability for Dev Ops.  Further more there is no SLA - Service Level Agreement.  This is common for a SaaS program, just not QBO. I guess they forgot they are ONLINE. 

Since the November 22nd noresponse email I have numerous times contact QBO. I have new case numbers and again they have kicked the can. If no one has any ideas on how to connect with someone who can get someone who cares I will have to get creative I guess. I just want it fixed and not to be bothered. Looking forward to any ideas or successful way to get it fixed.  

Thank you

Hello,

Thanks for replying.  I just saw this.

Ok, I have several:

From 9/16.  I noticed the issue on 9/13 but figured you all would resolve it so I didn't call in right away.

61xxx / 61xxx - [removed] and [removed] - I received a noresponse email to this one from Dev Ops stating they fixed it on November 1st, which they did not.  Call back and start over. Terrible ticketing system and even worse customer care.

From November 19th

62xxx - 15716xxxxx plus 15717xxxxx and [removed] and let's not forget this one [removed] - you all keep sending me new numbers with the same description. Each time I get an email it has a new number. I got four all at once. 

I have received emails stating - we are looking at it on November 22nd - but really you sent that to me for the Sept ticket too and it wasn't fixed.  The next update is Dec 17th at 11 pm GMT.

Appreciate the update, @mia-colabrese.

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Hello Jonpril,

Thank you for replying, and I will apologize in advance if any of my responses are less then friendly.  I am very frustrated and the owner of the company is very upset too.  I have 21 days to close the books and feel as if QBO really doesn't care.

I really do know how to contact QBO since I have contacted them several times (~20) just as you describe in your response, contacting them is not the issue, results are. But I genuinely appreciate the response.

As I stated in my other reply to @BigRedConsulting  I have used Glance and Smartlook with the CSRs. I have not used Safari as requested by the CSRs and have used Chrome as requested. I have used both incognito mode and private window with the CSRs - Christian for example. These are all the first recommendations I must do to prove it's their bug. I have been on the calls with QBOs tier 2 and tier 3 support via their CSR Jackie. Jackie should get a gold star too! They all agree it is their bug. QBOs bug. I'm not naming all the names either since it's like 20 people I have spoken with.

I have called and spoken with well over 20 CSRs, one more call is not going to do anything for me but frustrate me further - CSR - "now please log out and log into a private window" - me, "I'm ahead of you there".  If I could create a video and let them watch it for 20 minutes then maybe it would be worth it but for me to have to recap everything over and over again with a new CSR each time is the definition of insanity.  Christian sent me a nice email and explained that although it's QBO issue I just have to wait till it gets addressed. He was really nice too. I'm in a black hole at QBO. Doing the same thing over and over again and expecting a new result is the definition of insanity - I believe Einstein said that one.  So I'd like to try something new now.

The CSRs really for the most part are super - but are not able to address this since it is above thier ability to address. Dev Ops = Development operations is the correct group to fix the situation but they are not fixing it. So unless QBO wants to address their lack of SLA (which would guarantee that the end user has a fixed time in which it will be addressed) - SaaS companies do have this, their poor ticketing system (ei. Zendesk, JIRA etc do what I describe in my other post) the CSRs cannot do anything. I have requested that a supervisor call me.  No.  I'm not even allowed to know the supervisors name - not even their first name, although I know the CSRs names.  Really strange.  I have been transfer within QBO three times on one call. From Payroll, who I do not contact but for some reason when I follow your steps described in your reply the automatic system sent me there. I get payroll, they transferred me to sales - really not able to help me - and then once to Product Support. Daniel was nice but he also didn't resolve their bug either.

I did send @Mark_R my case numbers in a reply post. I assume it was held and privately sent or can I send them to him privately? Forgive my lack of understanding of this forum. My name is associated with the account that is impacted. I have been very nice about this.  But we have 21 days left in the year and I would love to close the books on time. I do know the owner of the company is getting very upset. He wants to switch to Freshbooks which I do not want to do.

Any further assistance would be most appreciated and if I can send @Mark_R an email or reply privately please let me know.  Or if there is another place to go let me know that too.  

Thank you for listening!

I appreciate you for getting back to us, mia16.

I know how it feels when you want to resolve a problem but, can't seem to find a way to do so.

Since Community is a public forum, we're unable to provide any confidential information such as our agent's email address. As my colleague shared above, can you tell us the investigation number that was given to you? So, I can check on my end the status of the said investigation and the recommended workarounds.

Though this may seem repeating but, you can reach out to our Phone Support team to have this issue resolve real time. Upon reaching out to them, you can provide the case number of your interactions with the previous agents so you won't have to start from scratch.

Once everything's fine and you're ready to close books, you can check this reference: Close your books.

I'll be around whenever help is needed, mia16. Keep me posted.

@Adrian_A and @Mark_R please see the case numbers in the post string.  Some were removed (not by me) so let me know how to get them to you?