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Level 2

Do bugs ever get fixed?

We've reported huge bugs several times over an 8-month period, but there are never any updates or fixes. Anybody know how to get attention to any of these issues?

 

(E.g. - When PayPal transactions are accepted, they often create multiple register entries for the same transaction, along with duplicate sales receipts and expenses. We've submitted bug reports, developer bug reports, and general feedback - as well as just contacting basic support, but we'd really like to find a way to get more attention to major issues like this, since they surely affect any QBO user who also connects a PayPal account.)

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Best answer 01-03-2019

Accepted Solutions
Level 10

Re: Do bugs ever get fixed?

I have submitted maybe a hundred bug reports (that's an exaggeration; but it's dozens). Never heard anything (except the automatic immediate response), never fixed.  No, correction; I noticed one that was fixed, months later

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12 Comments
Anonymous
Not applicable

Re: Do bugs ever get fixed?

Hi, Uammannaq.

 

Upon checking, this PayPal issue has been escalated, and our engineers are currently investigating this unusual behavior. They’re gathering as much information as they can to come up with the fix.

 

Moreover, we appreciate your efforts in contacting our support team to report your experience about the issue. Rest assured you’ll be notified through your email once they release updates.

 

Please don't hesitate to reach us again if you have other questions. 

Level 2

Re: Do bugs ever get fixed?

Well that's interesting for that issue, although we've been told that the exact same issue has been elevated to developers before.

 

But how about other bugs?

 

For example, since December 3rd, all PayPal fee reversals import as $ spent rather than $ deposited. Presumably, this is due to PayPal changing something with their API, but it's nonetheless an issue that we can't get anyone at QBO to take seriously enough to fix.

 

So I wasn't asking the question rhetorically when I asked if anyone knew how to actually escalate these bugs.

Level 10

Re: Do bugs ever get fixed?

I have submitted maybe a hundred bug reports (that's an exaggeration; but it's dozens). Never heard anything (except the automatic immediate response), never fixed.  No, correction; I noticed one that was fixed, months later

View solution in original post

Level 1

Re: Do bugs ever get fixed?

It turns out you can't actually report a bug here, you have to find the hidden magic phone number, wait on a phone for at least 10 minutes to talk to a human, then explain your bug again to a person who may or may not be qualified to take the report. On a telephone... who does that anymore?

 

https://quickbooks.intuit.com/community/Banking/How-to-match-a-receipt-to-the-downloaded-bank-deposi...

 

Great way to keep your bug report numbers low.

QuickBooks Team

Re: Do bugs ever get fixed?

Hello zendoodles,

 

Yes, we fix bugs.

 

When we read a post, we have to identify if it's really a bug or just an unexpected behavior that we can fix here. Or, is there a workaround to make sure a poster is able to work with his books? Then, if we can't do something about it anymore, that's the time we request for a call.

 

We encourage posters to call, so our phone agents can get additional details of the issue. They need to have screenshots, replicate the scenario on the QBO company of the poster, get the account information of the affected user, quantify the affected users, etc. This way, our engineers will have enough information to find the root cause and carefully create solutions that will not affect other functions. Also, there are things that can't be done here for security reasons. This why we request for a call.

 

On the other hand, I like the idea of not expalining the scenario again when reaching out to our phone support. I'm sharing this to the management team.

 

Please keep on posting here. We're just around to assist you.

Level 1

Re: Do bugs ever get fixed?

How do I report a bug?

Level 10

Re: Do bugs ever get fixed?


@lvoorheis86 wrote:

How do I report a bug?


Until a few weeks ago you were able to click on Gear>Feedback within QBO, and select "Bug" before submitting.  But they have removed the Bug option. So now no more bugs!

Level 2

Re: Do bugs ever get fixed?

Ironically enough - I just talked to a very nice and helpful QBO support employee today, and she was very explicit about how even they can't report bugs (prompted by the fact that when she saw the bug I showed her, she immediately said there was pretty much nothing she could do - that the Intuit team just tells them to direct customers to the Feedback option - where nothing ever happens).

Level 1

Re: Do bugs ever get fixed?

No they do not in an reasonable time frame, if at all.

Bugs obviously should get immediate attention. Just reported one more, where as when you send out batch emails for over due invoices out of the income tracker, creates out of nowhere an html line like a QB tracker.

<img src="https://qbdtemailnotifications.api.intuit.com/v1/tracking/notification/a67a461d7b224de6acdfcf0b341e3..." width="1" height="1" />

 

Answer of the service person - no solution, its a bug and you can report it to our team, so that they can fix it in the 2020 release. Hahaha. Not going to happen, even if I would do it.

And then there are basic features that should be there at the first place, not a bug, but in this same example, it should let US choose which template to use or make it edible. Not only does it make sense to have, it may also give us a way to fix their bug.

Level 2

Re: Do bugs ever get fixed?

I'm not sure, I'm currently experiencing problems logging in using Chrome, it seems to be working on Firefox. It's been 3 days like this and can't really find support for it anywhere.

Highlighted
QuickBooks Team

Re: Do bugs ever get fixed?

Hi there, Jancarl. 

 

Are you getting the "Oops, Something went wrong" error when logging in to QBO using Chrome?

 

Our engineers have recently identified that the issue is caused by a third-party application called IBM Security Rapport. Let me give you this post for more details: Unable to Login to Quickbooks Online - "Oops, Something went wrong".

 

In the meantime, you can continue logging in to your account Mozilla or other supported browser.

 

Visit us again if you have other questions. 

 

 

Level 2

Re: Do bugs ever get fixed?

no, and this is the reason i'm switching to xero. bye qb!

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