over a month, still need help!

Unfotunately you have to ask the call back from inside the QuickBooks.

Should you need any help from other member in here, tell us what your questions are. Does your friend need using the QuickBooks Desktop again with internet connection for mobile users?

Thanks for your reply. I do not understand why I would need to ask for a call back, if I was speaking directly to the desktop support team (numerous times) and was promised the call back from the supervisor, 3 times.

I rely on honesty and when told (especially 3 times) that I would definitely get a call back, I would expect such. Is it possible that you could call me, or refer this to someone upper level that can? Please help..!

OK, I hope this can explain more. Customer (Al Posey) was told by "support team" that he needed to move to QBOL, when he called for a question. (Note: question unknown since over 4-5 months ago, forgotten and not an issue now). Since Al is not I.T. savvy, he asked me (his friend - I.T. Support Manager) to help. I called and offered to be the 'remote hands on' for the QB support team, and account was completed.

within a few days I was called back, and after many hrs with QBOL tech, was told the OL ver was NOT going to support Al's business and he needed to revert back to QBDT.

Since INTUIT has created more issues and a total interruption in invoicing, and bookwork for this customer, the request for help to return to QBDT, cancel the OL ver, and resolve this mess (and restore a HAPPY CUSTOMER), was requested. Along with the help, a request for a complimentary QBDT2020 license was requested. This request, after a few escalations through "JANE" to a supervisor group, was approved. We were awaiting an authorization to change a $100 discount to FREE. Time ran out and we were to continue next morning, with the QBDT support team to 'remote access' to install QBDT2020. This was a requirement to maintain security, use of the software and license, preventing unauthorized use (like for other customer). The next few days "Jane" could not be contacted to continue. I also want to point out when explaining this was to continue and I asked for someone else to 'take over for Jane', I was laughed at! they thought this was FUNNY?!! Very unprofessional! This was the last time I was able to contact QBDT support. When I call now, I keep getting transferred to QBOL.

I hope this helps to explain and get the issues more clearly seen. I have been an I.T. Support Manager for over 30 years, and have supported many clients (also with INTUIT QB and TAX software) and have never experienced such difficulty in customer support and happy customer resolutions. 

With your help and your team, I am very hopeful to hear from you very soon and hope we can resolve this ASAP. 

NOTE: I can be contacted any time, and will work with you ANY time.

Sorry for such a long message. 

Thank you for your help! Sincerely, Bill

Forgot, I was going to give you case numbers...

"Jane"  [removed]

Kaitlin  [removed]

 ??         [removed]

All 3 of these were when I was promised call backs from the supervisor. 

The last one (??) was when the person was laughing and was not taking customers concerns seriously.

Hopefully when you look into this account, you can maybe pull up some recordings of the numerous calls, and "see" (hear) for yourself.

Again, my sincerely thanks.

Hope to hear from someone very soon.

Welcome, @wscr.

This is not the impression I want to leave you with. I want to ensure that your concerns are seriously addressed. I'm unable to look into your account or take any personal information from you because the Community is a public communication platform. Our Support Team would be more than happy to look into your account and research these cases that you have brought forward. Below are steps on how to contact them.

1. Open QuickBooks.
2. Go to Help.
3. Select QuickBooks Desktop Help.
4. Click Contact Us at the bottom of the page.
5. Give a brief message about your issue, then press Continue.
6. Choose to Get a Callback.

If there's anything else I can do for you, just let me know. I'm here to lend a helping hand. Enjoy the weekend ahead!

@wsrcr 

Curious. Was there any problem during the installation process? In our experience, it took around 15-30 minutes to complete it (including activate the license), IF there was nothing wrong in Windows to be fixed.

God Morning Candice C., and Fiat Lux,

Thanks for your replies.

I am totally frustrated and becoming exhausted, in trying to aid my friend (Al (Al's Service) - YOUR customer) and also assist YOUR company to resolve a customers situation. A situation that your support teams have made much worse, and have taken FAR TOO LONG to find any solution!

I have made over 50 phone calls, over 300 mins / 5 hrs on phone support.  Tried EVERY suggestion; have been laughed at for being upset; been treated with no respect at all, and most importantly, IGNORED when I have repeatedly requested an escalated case be forwarded "UP LINE" to a supervisor - even told 3x that a supervisor would call me back (5 mins to 1 hour) - and never was called back!

I have attempted to use the HELP within QBDT software and options for contacts and request a call back - are greyed out! CANNOT get into help. Been told many times this is only way! I even tried to install a trial version on my own PC and again (I assume due to trial ver) again options for help are greyed out - not available. Last time I phoned in on Monday 2/17 I pleaded with the DT Support person for an escalated number to call in extreme situations, and she gave me the recorded number to get help within QBDT software. AGAIN - not available! There has to be some way to get a caring tech to HELP!

I apologize for 'venting' but from a "Senior I.T. Tech support manager" (My profession for over 30 years) I have never experienced such apathy from any company regarding Customer Support! I remember supporting INTUIT customers in the passed, and always resolved issues quickly with tech support, witch boggles my mind that tech support has become so difficult to find or impossible.

My next step, is to try and email some of the corporate executives, and hope they care, and they can get real help.

I truly thank Candice C., and Fiat Lux, for your attempts, and Candice, for you expressing your concern, but I hope I get called very soon and I then can work with someone to resolve my friend's issues, and get your customer happy again!

Sincerely, Bill Sherry [removed]  ([email address removed])

@wsrcr 

I am still curious about your problem. You didn't mention any technical detail in your posts. Send your private message to our inbox. 

Hi,

Bottom line, maybe not a tech issue any longer, but definitely a customer support issue.

Issues: was using Win7 / QBDT 2015pro.  Was told no support - needed to upgrade to QBOL version.

we did. Then discovered OL version is very restrictive, will not import company templates nor forms. Will not support this type of business.  Then told we had to revert back to QBDT. --- NEVER did any person attempt to reinstall QBDT on another PC nor upgrade version of QBDT. Was only told/sold into the On Line version - mistakenly!

This caused (now close to 6 weeks) interruption in the business. Cannot print invoices, etc.

During over 40 calls AND over 5 hours of time on the phone in attempts to reach a true, caring Desktop Support team, with repeated instructs to call again, go to your QBDT software on your PC - all help options are greyed out - not available, not possible - maybe due to the DB team setting us up on a TRIAL version?

None of these methods work. Requested escalations are not taken seriously (even laughed at me) 3x promised to get calls back from supervisors, no calls back.....

I hope you understand - and as a tech - there HAS TO BE A BETTER WAY to take care of customers!

Anyway, I sent a letter to most of the executives and I am hoping for the resolution that was promised and I hope with "your teams help" and my remote hands on help, will regain a HAPPY CUSTOMER! 

That is: a call back, an assist for QBDT2020 remote install - FREE

Thanks

some questions:

1.  Are you sure that you have been given a license of 2020 for free, not just a trial license?

2. I noticed the computer was running on Win 7. Who will upgrade the OS to Win 8.1 or Win 10? Do you have the license of it?

I'm having tons of issues myself also that it's been three months and still no help. I've had multiple phone calls and no one knows where my card reader is. No one can walk me through how to do an invoice. I constantly have bank error code 103 that wont stop every single time I log on need to keep entering it until it will eventually take. Not impressed with Quickbooks help at all. Literally some of the worse i've seen yet 

@Mike k  

You may have 3 options:

1. Contact Support directly to resolve your issues

2. Post and elaborate your concerns here.

3. Contact us should you need to purchase a 3rd party conversion service 8)