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dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

So bank downloads for credit cards has been broken off and on for most of the last 6 months. My QB for Mac Desktop crashes almost every single time I save an invoice and has been doing so for months. I've reported the crash multiple times and I am ignored. The credit card download problem I have multiple ticket numbers and they always say they'll follow up and they never do and it never gets fixed. It's multiple banks too so they can't just blame one bank. It's clearly QB software.

 

Software that I've been using for years and got suckered into upgrading without being told that the upgrade would force me to pay every year or they'd hold my data hostage, now gets worse and worse every year while they charge more and more for it every year.

 

Main reason to stay with QB was the vast number of banks they worked with. If that doesn't work, what's the point.

 

I tried to get them to discount the year since it was broken so much and of course the sales team's hands are tied and the response is too bad, we hear this all the time but management doesn't care about their customers. (My inference not their words, they don't want to get fired.)

 

Anyone have a good suggestion of a replacement that I can work toward when my next renewal comes up? I'm already screwed for this year but I'd like to be ready to tell Intuit management what I think of this horrible customer treatment by voting with my wallet. I looked at Oracle already but I can't afford $1k per month. QB online is not an option for many reasons that I won't bore everyone with.

 

I'd suggest that either Intuit starts making changes and fixing their crap or we start to find a replacement and bail in massive numbers to tell them how we really feel by leaving them in the dust. Think Kodak and My Space!

102 Comments 102
Rea_M
Moderator

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

We see how the change in QuickBooks price has been challenging on your end, Steve. I'll explain how the company decided on these changes and help you resolve your online banking issues in QuickBooks Desktop for Mac.

 

The updated pricing plans will better meet our client's needs, allowing us to enhance the service and introduce new features. These changes aim to sustain innovation and provide products, services, and support that'll give you a competitive edge. To learn more about this, please see this Firm of the Future page: QuickBooks Desktop pricing FAQs.

 

That said, we encourage you to send feedback on your experience with the platform. Here's how:

 

  1. Go to QuickBooks at the top menu bar.
  2. Select Preferences, and click on Feedback.
  3. On the Preferences panel, choose Feedback and enter your suggestions.

 

On the other hand, if you can't download transactions or run into errors with bank feeds in QBDT for Mac, you can refer to this article for the step-by-step guide on how you can fix them: Online banking issues in QuickBooks Desktop for Mac.

 

Also, I've included this article for you to explore the latest updates and enhancements in QuickBooks Mac Plus 2024: Release notes for QuickBooks Mac Plus 2024.

 

Please feel free to return here if you have additional concerns or questions about managing your business' growth and transactions using QuickBooks. We in the Community are willing to help.

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

Rea,

 

Thanks for getting back on this but let's look over what you are saying objectively.

 

I looked at the pricing FAQ you included. other than marketing fluff, there is nothing there that is indicative of any actual, defined improvements to come. There are mentions of things that cost extra that are not part of the basic software and of course the usual attempt to get everyone to switch to QBO that would cost many times more than QBDT since I have multiple company files that I use, plus the fact that most accountants have many reasons to not go to QBO.

 

You listed a link about fixing bank connection problems that have nothing at all to do with the bug in your software that has been around for months that I mentioned. As I mentioned, I have multiple open cases with Tech Support on this bug. Do you really think all of your advanced tech support folks wouldn't have had me try that and more. Add to that the fact that they all have clearly indicated they know there is a problem, they don't know what it is, and they'll get back, which as I mentioned they never do.

 

As far as innovation and cost of providing that, I've developed electronics hardware and software for over 3 decades so I know a thing or 2 about product innovation. Thus far the recent history of QB has been, we will give you very minor tweaks and improvements, introduce a bunch of new problems (aka bugs), and increase the price for doing so much faster than the annual price inflation. Add to that that it used to be you only upgraded when new features were compelling enough to do so, which made it an individual choice. I typically would upgrade every 2-3 years as the year over year feature changes weren't compelling enough, but after that 2-3 year time frame, there was enough to make it worth my while. It wasn't the current model where if you don't pay ransom every year we hold your data hostage. So, pay more and get less, but trust us, someday with all that extra money you paid for broken software, we might provide you with a cool new feature someday. That's not how the business world works. That's like saying you go to the store to buy a prepared meal (frozen or otherwise) that is not that great and gets smaller and less tasty with every passing year, but they charge you 15-20% more every year promising you that someday it'll taste great! Think about that one and how you would react as that is the line of nonsense you are asking your users to swallow here. You should offer up new and improved features to justify an increase in price not the other way around.

JaeAnnC
QuickBooks Team

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

I wish you didn't have to go through these hurdles, @dunwoodysteve

 

Since your QuickBooks Desktop (QBDT) for Mac constantly crashes when performing a task, I've got some troubleshooting steps to help you resolve this. 

 

First, restart your computer to start with a fresh slate. Then, ensure that your program is updated to its latest release to guarantee you have all the software improvements and bug fixes.

 

You may also utilize the Verify and Rebuild tool to scan and repair the program for potential damages. Here's how:

 

  1. Go to the File menu, then select Utilities.
  2. Select Verify Data. If a problem is detected:
    1. Go to the File menu and click Utilities.
    2. Select Rebuild Data.
    3. Run Verify Data again.
    4. If it still detects a problem, restore a backup.

 

For more troubleshooting options, please see this article: Troubleshoot Crash Catcher.

 

I understand that keeping track of pending cases is crucial, especially when business is involved. That said, I recommend getting in touch with our customer support team so they can pull up your account securely and provide you with updates. I'm aware you've already contacted them. However, it's best to follow up to ensure they have all the necessary information to investigate the issue further.

 

Additionally, it's a good practice to reconcile your accounts monthly to ensure they match your bank statements.

 

Please bear with us as we work towards resolving this matter. Please don't hesitate to return to this thread if you have additional QBDT-related concerns. I'm always here to help. Stay safe.

4Gal
Level 10

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

@dunwoodysteve 

My QB for Mac Desktop crashes almost every single time I save an invoice and has been doing so for months.

Run the Verity/Rebuild Data utility. Did you encounter any error message?

 

Anyone have a good suggestion of a replacement that I can work toward when my next renewal comes up?

Which QB Desktop year version do you have? 2023 or older?

When is your renewal due date?

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

I've run rebuild multiple times and no errors. I've wiped the prefs and no change. I have 2024 and it just renewed so I have a year to find a better solution.

 

I have a call with Sage50 tomorrow, I'll let folks know if it might work out.

4Gal
Level 10

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

Run the Condense Data utility with any scenario for testing purpose. Did you find any error message?

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

I tried this and had no errors. It also did not make any difference. First I saw that as something to try, so thanks for the effort anyway.

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

I always keep it up to date.

 

I routinely run verify and rebuild because QB is so buggy that bad things seem to happen if you don't.

 

I tend to restart about once a week.

 

I always send in the crash reports. The team should have at least 100 of them by now from me with the same comment about the nearly daily crash when saving an invoice.

 

With few exceptions, I reconcile my accounts daily. It would be a nightmare to do it monthly.

 

For the troubleshoot crash catcher article:

As mentioned I've already done 1, 2, 3, and 6.

4 and 5 are not options since the time between failures is a day or so and it's not practical or reasonable to expect someone to live in that environment for that long under a new user or in safe mode. The plist's should address those anyway. If the bugs have hooks in that deep that that would make a substantial difference then as someone who has led software and hardware teams for over 30 years, I can tell you I would've stopped someone in their tracks from doing that before it ever got past the first software review.

Erika_K
QuickBooks Team

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

It can be challenging, steve. I appreciate all the troubleshooting steps you have done. Let me point you in the right direction of support. 

 

Since the issue persists, I recommend contacting our support team. They have the resources to securely determine this issue through screen sharing while ensuring your personal information remains safeguarded.   

 

Here's how:  

 

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Help.
  3. Select Contact Us.
  4. Give a brief description of your issue, then click Continue.
  5. Sign in to your Intuit account, select Continue, and then Continue with my account.  
  6. We'll email you a single-use code. Enter your code and select Continue.
  7. Select to chat with us or Have us call you.

 

To ensure you can reach our support team on time, check out the support hours to determine availability. 

 

Moreover, you can browse these articles to learn more about bank data management: 

 

 

Let me know if you have any bank-related inquiries. I'll get back to you as soon as I can. Take care! 

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

Contacted them multiple times... like I said in my original post, no use. I'll try again though to see if anything has changed despite the fact that every time I call they say they'll get back with an update and they never do.

4Gal
Level 10

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

@dunwoodysteve 

How big is your file size?

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

21.1MB, only been in biz on that file since early 2023.

4Gal
Level 10

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

@IntuitBrooks 

Any insight?

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

Is that to me? Any insight??? My only insight is that Intuit doesn't care about their customers.

 

I just saw the email from about 4 minutes ago and the first response to my post was about all the great new things coming and that is why the price went up so much, however this email just received says we don't care about our customers at all as we are discontinuing the product and your only choice is get screwed even worse by going to QBO which I've explained as well as have others why that isn't a viable option.

 

I cannot express here how angry I am at the complete and total lack of care this company has for any of its customers!

IntuitBrooks
Level 9

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

I assume that was to me - I work on the Mac development team. I can't help you on pricing issues but I'd like to look into the crashes you report. I assume you have submitted at least some of the crashes through the CrashReporter application that launches on a crash. To find those we need your email address. Probably the easiest way to get that to us is to provide Feedback under QuickBooks->QuickBooks Feedback... menu item in the application.

Do that and then let me know in a reply here and I'll ask the team to pull the crash report and we'll try and figure it out. Right now all I know of is some people have reported crashes when saving Invoices when certain other windows are open like Reminders or the To Do List.  So knowing what windows are open would help.  Include a link to this topic in your feedback request to help us identify it. 

4Gal
Level 10

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

@dunwoodysteve 

You can respond now to IntuitBrooks.

Don't forget to use "@" to avoid confusion 

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

@IntuitBrooks I did as you asked and submitted the report. I included the details of what windows I normally have open as well as the email addresses the reports came from. I changed the email on my account a few weeks ago so I gave the specifics of that.

 

So it's here as well, the windows I almost always have open are the Home, Reminders, and Account List. Then of course the invoice and as soon as I hit save it instantly crashes. I am finding that if I quit and restart before adding an invoice, it tends to not crash.

 

From the other email I received from the company, it sounds like you'll either move to a different team or be out of a job soon. Sorry to hear that for you, that's never fun.

missaccounting123
Level 1

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

Hi Steve,

 

I am currently working on a research project about the software that accountants use and what issues/benefits they have with them. I am working with several accounting firms to form a consensus of which functions seem to be an overall issue. Would you mind elaborating more as to what you wish to have access too? Thanks!

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

@missaccounting123 I think what you are asking is the specifics of the credit cards. One of the main reasons to choose quickbooks is because you can download bank transactions from a very large number of banks. From my searching, more than any other similar software. Now that it is broken in a very significant way and they still, as of a few hours ago, are still saying we know and we have no idea when it'll be fixed. If the biggest reason to go with QB as a business owner doesn't work and hasn't worked since last summer, there is no reason why I shouldn't go look elsewhere to a company that doesn't charge more every year to give you less.

 

BTW for everyone, a brief update to yet another insane bug. I changed the email address on my account and they use that for login, fine. However the software itself uses the email as well and when you change the email on Intuit's systems, there is no way to change that in the software other than to send your files to their data recovery team for approximately 2 weeks to do something so insanely simple as change your user name to login, resulting in a hard down for using the software until they type a dozen or so characters for you. If a developer was working for me and even proposed such a design, they'd be removed from the team immediately.

 

If that's not what you were after let me know and I'll try to address your question.

IntuitBrooks
Level 9

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

Thanks dunwoodysteve. I don't see it yet (I'm looking at a VOC slack feed) but I'll let the guy who goes through them know its coming. Appreciate the assistance and hope we can figure it out. In the meantime try closing the Reminders window before saving an invoice.  I know its a pain but I was told we have some crashes when saving an invoice when the Reminders window is open and there's a suspicion that it might be the culprit. If you find that eliminates the crashes please let me know - we haven't been able to reproduce that one yet internally.

IntuitBrooks
Level 9

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

Ok, we've located the crash logs. Its definitely the Reminders window that is crashing so close that and see if it helps. We still haven't been able to reproduce it but we may be able to fix it without that. Someone will reach out to you requesting your file to try and reproduce it.  Thanks for the help!

dunwoodysteve
Level 4

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

@IntuitBrooks I just sent in another crash report. I didn't see this response until after so this attempt confirmed that if I leave the company file open overnight then the crash occurs. If I quit and restart then it does not happen as I tested yesterday. Next time I'll close the reminder window only but leave that file open overnight. Due to the other mess the team created, the logs are now back to being associated with [email address removed] since someone decided it's not possible to change your user name.

IntuitBrooks
Level 9

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

Thanks - just leave the Reminders window closed. Maybe it has to be open for 24 hours to see the crash? If so that may be why we haven't been able to reproduce it and we can try that.

 

Your email address is your OII log in (One Intuit Identity).  The QuickBooks Mac application associates your OII with your company file. In the application toolbar is an icon called "Intuit Account". If you click on that it shows the OII you used for the company file. It will have next to it the title "PRIMARY ADMIN".

 

To change that you click on the "Invite User" button in the bottom right. That button may be hidden behind an option key - I don't remember. So if you don't see that button close the Intuit Account window and reopen it (by clicking on the Intuit Account toolbar item) while holding down the option key.  I'm in a "debug" build of the product so it may be a little different than yours here.

 

This button lets you invite another user to become the primary admin.  This isn't an area I go into much so I can't remember if it is hidden or not - I think it may have been hidden to prevent people from accidentally losing access to their data.

IntuitBrooks
Level 9

Price went up around 19% for 2024 and the software has been broken for half the last year, seriously!

Was able to replicate the crash by leaving the reminder window open over night and then recording an invoice. We should be able to fix it from that - thanks!

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