Thank you for your response. However, requesting that I submit a feature request for a feature that already exists but does not work is not an appropriate resolution. The functionality to specify a Customer Type within Price Rules is already present—I can select a Customer Type in the Price Rule setup, and the customer list auto-populates accordingly. The issue is that this feature does not function as expected when creating an invoice. I am bringing this to your attention as a software defect, not as a new feature request.
Additionally, I already mentioned in my original post that Price Rules cannot be deleted, only deactivated. Restating that information without offering any new insights is not helpful.
Your response is frustrating because it follows a pattern of "non-responses" frequently seen in customer feedback threads—acknowledging the issue but not addressing it in a meaningful way. A more constructive and appreciated response would have been something like this:
Example of a helpful response:
Thank you for bringing this to our attention. We understand the challenges you're facing with the Price Rules feature and have noted the following key concerns:
1. Creating a Price Rule by specifying a Customer Type does not work as intended.
2. There is no way to keep Price Rules organized since they cannot be deleted or hidden.
We have reported this feedback to our engineering team.
We recognize that QuickBooks is a critical part of your business operations, and while Price Rules are still in Beta, we are actively working on improvements. Based on current timelines, updates to the Price Rules functionality are expected within [insert estimated timeframe], though this is subject to change. We will provide updates upon request in this thread.
Thank you for being a valued QuickBooks customer.
The above response would have been far more useful because it:
1. Acknowledges that intended functionality is not working as expected rather than dismissing it as a feature request.
2. Provides reassurance that the issue has been reported to the engineering team rather than placing the burden back on the user.
3. Sets expectations by sharing any available information about future updates so that businesses can plan accordingly.
I strongly urge you to escalate this feedback to your supervisor. QuickBooks Online has strong competition, and the landscape is only becoming more competitive. Providing vague or dismissive responses to customer-reported defects, without setting any expectations, leaves users frustrated and at high risk of switching to alternative platforms. A more proactive and transparent approach would foster stronger customer trust and retention.
I look forward to a meaningful update regarding this matter.
