I actually don't buy the "Currently, changing this is not possible as it is a security measure to safeguard your account." We have our own security protocols. Nothing Intuit or QuickBooks does will protect us more than our own internal protection. Offering only the option to use a GMAIL account is ridiculous, as GMAIL accounts get hacked all the time, so not sure what that's about. Plenty of companies as big or bigger than Intuit getting hacked these days... We should be able to send invoices from our company email domains.
We are using QB as an accounting tool and not as an advertising platform for QB. The new invoice templates that were just forced on us have now removed our company GMAIL account and replaced it with the Intuit.QB "from" email account again...without telling us this would occur. The email sent out from QB on the shfit to the new invoice template stated nothing would change other than the look of the invoice, but it did. It changed a communication option by changing the email address back to Intuit.QB. This causes issues with our customers, as they are used to receiving everything in the same manner they have always received it in. It also frustrates me that this has been done without notification. I found out by reviewing an invoice that just went out this morning and realized the settings were changed on the "from" email address for the invoice. Now I'm having to go look at all my invoices to ensure this is changed back to our GMAIL account.
This new template has also apparently resulted in QB attempting to force forward (market) their "payment" options, which charge ridiculous fees and allow QB to hold our money for an extended timeframe in their daily accruing interest accounts while they are "checking credit" on our customers who are paying through their on-line service.
Additionally, and this happend to us, if a customer chooses to pay online through QB, it will accept the payment, then force you to create an on-line payment account with QB to receive the payment, which requires approvals and all sorts of delay in you receiving payment. Why an active pay link would be on our invoices without us asking IntuitQB to set us up for online payment from our customers is beyond me. It seems like a sneaky trick. And what is even more ridiculous is that when I tried to set us up for online payment to receive this particular payment, they rejected us because their Sales agent assigned the wrong industry/profession to our company and resulted in a high-risk concern and rejection of online payments activation/account. And yet, they held onto our money. I spoke with no less than 14 customer service reps who each created a new ticket everytime I called in to check stats on the payment delay, as opposed to a single ticket that spans all their customer service team members. It took 100 days to get this resolved and actually they lied to me and said the payment was refunded back to our customer (which it was not). I think the agent didn't know what to do and understood it made no sense and that he couldn't resolve it. So this created issues for our customer too and we both decided QB payment options are not for us. You don't actually need QB to receive ACH Payments anyway, as just about any respectable bank can do this for less fees. We also don't use QB for quick pay, as we use AmEx Pay Links for that since they charge lower fees. AmEx, and many others offer better checking account options as well.
In summary, I'm not sure that the message will ever get to any execs at QB, but they need to rethink their overall customer service approach. Maybe they are too big to fail here or so proud of their products that they don't think they need to listen to us little guys (who ultimately make them who they are). We perform services that require top notch customer service, ticket tracking, and transparency. Our customer engagement platform is soo much better than what QB is offering. I've only experienced a run around with QB...they basically don't want to deal with us. They just want your money, and your customers' money. They don't tell us when QB is down...have to figure that out on my own when I can't access my account.
Sorry for the rant, but this sort of information needs to be used to improve the platform, as opposed to forcing changes upon us that only benefit QB in an obvious way. If only product improvement was more important than corporate profits.
