I appreciate your be-kind attitude, and applaud your success in figuring out how to escalate your problem to the right engineer.  I know they are all hourly employees, and I'm sure none of them are grossly overpaid.  My attitude is born of 15 years of intermittent experiences with the customer service people that I have gotten on the phone (when I am desperate), who have a uniform, canned, prepubescent cheerleader tone to their voice and about as much depth of thought.  They are CLEARLY trained to give this response--which worked ONCE with me--after the first time, the jig was up ("fool me once...").  My life has pretty much been spent, I'm OLD.  Time is precious to me and it took me years to figure out that when I deal with a customer service department who regularly treats my time and intelligence with dismissal, that I save myself a great deal of aggravation by giving them ONE chance to listen and address the problem with which I present them, and then I simply take a shortcut to my rage act.  I don't want to explain the same problem six times.  I want to explain it once, give them the opportunity to fix or help me fix the problem, and be done with it.  If this doesn't take place, they are not doing their job--and if they are not capable of doing their job, they should readily and quickly admit it and immediately escalate it to the person who can.  My lesson has been that either I can play along with their game, and slowly build my blood pressure to the boiling point, investing hours of my life in this nonsense, or, I can just put on the furious act and shortcut the whole process--NOT raising my blood pressure, not wasting my time, and honestly, not being all that upset:  it is, as I said, an act.  Just a time saver, and it gets me where I needed to go.  That's all.  QBO is an exception to this rule in every instance that I have had the misfortune to experience.  If we on this string sound angry, it isn't because QBO hasn't been informed, or given plenty of time to fix what's buggered up the works.  Their indifference to THIS problem alone, in this string alone, clearly demonstrates why the respect level is what it is and why the posters are angry.  Being heard is the beginning.  Working out the fix is the solution.  But we can't even get to first base with this inept customer service, so please understand we are being, if anything, kinder than they deserve at this point.  

Double AMEN!!

I really want to avoid any misunderstanding - I agree with you that they are trained to "help" and "steer" in very specific ways, but I just wanted to remind everyone that, as frustrating as a lot of this is, none of the QBO Cares Team made any of the decisions that caused the need to create this thread. They aren't trained to think like we do and so they can easily misunderstand us when we are asking for help. There is a reason there is an entirely different presentation of the same data by QBO called "Business View" vs, "Accountant View." News Flash: Most people DON'T see this stuff the same way that we do!

I have seen customer service call centers take the heat for the fall-out in many decisions (think Apple removing the headphone jack) but none of the people answering those phones made these kinds of decisions.

Don't take it out on them, that's all I came back to say.

Also, enjoy your summer guys, we bust our butts to get here, don't waste too much of it on this, just tell your clients on QBO that when stuff like this happens, you have to charge them more.

I have tried 5 times over three days to click on the gear to leave feedback.

EVERY time the screen freezes and I have to close my browser.

The feedback is this:

I have no use for Modern View.

When I arrive at this Modern View it is because I wanted to drill down into detailed line items, but everytime I get the Modern View Summary and have to switch back to Classic to find the information I am looking for.

Please, please, please make a setting to remain in Classic View.

This isn't the experience we want you to have, baabcorp2016.

I understand that keeping the report settings in classic view makes it much easier for you to review the data. I also see you've posted twice with the same issue you encounter when sending feedback.

My colleague AbegailS_ already responded to it. You can view the details by visiting this link: https://quickbooks.intuit.com/learn-support/en-us/reports-and-accounting/re-how-do-i-disable-modern-....

If you have further questions or concerns about QuickBooks, let us know. We're always here to help you.

This isn't the experience ANY of us wants to have, and indeed has to pay for, monthly!!  Please read the entire string, Giovann_G, and you will find post after post from users who have done the clear-your-cache routine and followed all instructions offered, to no avail.  It DOESN'T work.  Seriously, I'd suggest you and all your customer service folks and moderators read EVERY post in this string before you make any suggestions.   The problem is far to extensive for the answers that have been offered.  Nothing gets rid of the Modern View, permanently, which has been set as the default, and that is the problem.  

With all due respect Giovann....G  - Intuit is obviously not here to help in this matter.  NO ONE at intuit has responded with a correct answer, or honest answer.  HOW DO WE TURN OFF MODERN VIEW or MAKE CLASSIC VIEW THE DEFAULT?  Your colleague Abegale DID NOT read the question and give us an answer.  She told us how to run more reports.  NOT THE PROBLEM!!  At this point, it's laughable.

This extremely frustrating chain is only made more maddening by the type of response Giovann..G made (although it is very typical of Intuit's approach to "customer service"). Not only did we not ask for modern view, but it DOESNT PROVIDE ANY USEFUL REPORTS. It is flawed, buggy, broken. TURN IT OFF!!

Oh my goodness. With all due respect, administrator, are you scolding a paying subscriber for posting feedback more than once? Well, I'll be, what a consequence-free life you must have led up until this point.

Hello, @jamozuna , with all due respect, if there is a disconnect between customer service and the department (developers, probably) who created this mess, what IS the customer service role?  To blow smoke up our skirts and find ways of placating us?  If they aren't here to provide actual SERVICE to actual CUSTOMERS, what is their raison d'etre?  I'm fine with not talking to a professional customer service person (and I use the word "professional" with my tongue in my cheek), but connect me to someone who actually can answer and fix and progress past the problem that THEY created.  If we don't rock the customer service boat, how do we get solutions?  Offering us non-solutions that do nothing but extend the waste of our time doesn't seem like a great way to win friends and influence people, who pay good money every month for the service we expect and are not getting.  

And, for the record, I am not an accountant.  I do the daily stuff on QBO for my son's contracting business, and I cannot pass the extra time along to customers...although, if I were the customer of a QBO accountant, and I was getting surcharges for the extra time required to deal with this ridiculous Modern View issue, I don't think I would be a happy camper.  

They need to fix the issue.  Period.  There is only one goal in giving the customer service department heat:  motivate them to elevate the issue to someone who cares and has the authority to make the change happen.  Nobody comes on the message board with the goal of hurting a customer service rep's feelings.  Once they take care of business, we'll joyfully get out of their hair!

@camanosawchickThe QBO Care Team is there, as I said, to help with basic functionality and minor disconnections between the core code and the modules/plug-ins.

Modern View vs. Classic View is the same as calling Netflix customer support to tell them that some older format of preview rows is preferred, and to switch it back.

I was only trying to remind my fellow professionals (bookkeepers and accountants) who rely on the QBO care team (in my case with almost 200 QBO accounts that I oversee) many many times a month that this is beyond their purview, but by all means, vent away.

As I said, numerous times, "I don't want to be misunderstood," but it seems that your reply, directed @ me is a result of a misunderstanding. I hope it helped you feel better though.

@jamozuna , I respectfully disagree that this Modern View issue with QBO is even remotely the same thing as a Netflix screen format change.  One affects hours of daily work imposed unilaterally on us, and the other is a frivolous entertainment adjustment.

I cannot grasp the concept that this issue (or others--it's not like this is the first time QBO has rolled out changes that were less than stellar in concept or execution) is simply beyond fixing and that we should all roll over and play dead and not bother the customer service folks.

At what point is it okay for QBO to simply steal our time and sanity and we sit by silently?

If I misunderstood you, I apologize.  You are not the problem.  My emphatic responses are intended to be viewed by someone far enough up the food chain, sooner or later, as clear and abundant evidence, along with all the many other users posting on this message board, that customer service, while probably performing the job as they have been instructed, is totally inadequate to deal with the problems that the developers dumped on us, the paying users.

Hi, let me try and make this even more simple for you.

Complaining to the QBO Care Team is like complaining to Netflix customer support.

In the fact that neither of them can fix it

Do you see now?

Do you understand what I am saying?

You really should slow down when you read things.

The point of my post was to remind people who deal with this QBO care staff for issues that they CAN fix more regularly that what we say here is a permanent part of our "recorded discourse" and "contact account" on file. 

I don't know about you, but I am less likely to be inclined to help someone in the future who has, in the past, mistreated me for things that are beyond my control.

As I have said so many countless times, please do not misunderstand me. 

I am going to work now, and any future reply to or @ me that you do attempting to commiserate with me will be read, though I have very little time left for replying, but if it makes you feel better, go for it. 

Good day.

Well said!  You took the words right out of my mouth. 

I have always been a proponent of Intuit Corp.  I even worked as a Tax Pro for Intuit, recommended my investment club purchase their stock, recommended the software to my peers, etc.... Now I hide my face in embarrasment when I referred QB payroll services to a new client and to this day, the 941 tax payments have still not been made nor addressed by customer service.  I must have sent 25 emails/chats/phone calls until I finally gave up and advised my client to cancel QB service and just pay the interest and penalties to the state and IRS.  I now have decided to NEVER refer another client to QB Payroll services.  I am also recommending that my investment club sell all of our shares before the company goes belly up from years of abusing their best customers.  I have had to accept QBO because Intuit stopped focusing on the Desktop software that was actually made for accountants, not for small business owners but to this day, I still have to type a period to show dollars and cents (another pesky "click".)

How can this issue be compared to a frivolous Netflix view of movies?  This issue is causing an extra irritating click for all of us.  I guess it could be said that an extra click shouldn't be very frustrating.  Only a true accountant who has to click hundreds of times per day already now has to click 10 more times, it's very frustrating.  I actually TRIED VERY HARD to get used to this change because I thought if I gave it a chance, even though it would slow me down in the short-term on my deadlines that it would actually be better in the long-term.  When I found that the much needed MEMO/DESCRIPTION notes couldn't be viewed AT ALL.  I immediately learned just to click on "Switch to Classic View" and wondered why this change would be FORCED upon paying customers when it doesn't even work properly??

@AnniJerome It's really the crux of the issue. The "user experience" team really got this one wrong, thrusting new layouts and features on us during filing season (when we are clocking the most billable hours to clients.)

Since any future "fix" of this core issue will not have been implemented in time to mitigate the subsequent additional time spent doing work during our most busy time; My advice to the professional user community at large is to include language on signed engagements with clients that sets an expectation for possible increases in billed time when dealing with QBO as a result of this possibility occurring in the future.

It isn't a mere possibility that this type of issue will happen again, it is assured that it will. 

Intuit continues to pull these types of things in the guise of 'improvement'.  

I am also currently also dealing with an AMEX sync that worked for years, now no longer pulls in our purchases from AMEX. Same type of issue. An improvement (security in this case) not asked for but forced on users.

Since I have been called to task by another poster who has threatened to report me if I reply again, polite as I was, I will, with your permission, use your stated issue as a perfect example of what we are all up against.  I understand that the QBO Cares Team--the customer service group--is incapable of "fixing" the problem, it MUST come from the developers who installed it in the first place.  I get that.  What I don't understand, and what I want to see from some administrator or executive (or anyone with clout) is TO WHOM WE SHOULD BE PRESENTING OUR ISSUE?  If the Cares Team isn't the correct avenue for a remedy, please tell us who/what is.  The idea that paying customers have no recourse at all just because the customer service team didn't cause the problem in the first place, is absurd.    Tell me, anyone, please, how to get this issue on the table for discussion with those of us USING it, and I will happily depart this message board.  

DITTO DITTO DITTO!!!

Please don't leave on my account. I am terribly sorry that you've somehow identified me as a person with any kind of clout with intuit. 

I am but a humble accountant, with some experience dealing with the QBO cares team. This forum is the perfect place to vent your grievances about issues with QBO.

I was only simply, and very pointedly reminding everyone that, when they are able to help, the people who work at QBO Care Team are wonderful, very joyful and eager support personelle.

I don't want their inability to deal with this issue (their hands are tied here) to cause them to be villainized by the user base. I don't want the focus of the collective ire to be redirected away from the people for whom it is deserved:

The User Experience Developers.

"This forum is the perfect place to vent your grievances about issues with QBO."  Your words.

That's exactly what has been happening for the last 5 pages on this message board.

All we want is someone at QBO to respond with a willingness to help.

The Cares Team is the only phone number we have.  Even the Office of the President's phone calls are routed to the same customer service number at which we contact QBO Cares Team.  You can't get there from here.

The Cares Team is, by your own words,   "inability [unable] to deal with this issue (their hands are tied here".

All we want, is a solution.  If the Cares Team cannot provide it, so be it.  But they should come equipped with a means to escalate the issue promptly, and that's not asking much.  They haven't done so, and thus, this string on a message board trying to reach ears connected to actual help.

What you've presented is a fine case for treating customer service reps on the phone with courtesy.  In person, I have done so.  I would guess that everyone on this message board has done the same.  But what we're looking for is a solution to the Modern View issue:  we're frustrated and they have given us zero -- ZERO in the way of an actual solution.  I don't think any of us are comfortable with giving QBO a pass until the problem(s) are addressed, and venting here is how we are handling it thus far.  

Picture if you will, a little first grader, waving his hand wildly, asking to use the restroom.  The teacher says no.  Waving hand some more.  Teacher still says no.  Frantic waving, now wiggling furiously up and down in his seat.  "No, Johnny, I told you NO." and she proceeds to ignore him.  The fact is that the need is NOT going to go away and Johnny has every right to politely follow the rules for asking to go, escalating until his call to Nature is acknowledged.  Saying "no" is not a reasonable response.  We are still waving our hands and wiggling furiously.

As soon as QBO respects my time and efforts to clarify the Modern View issue, and sends any of us through to the person(s) who can fix the problem, they'll also have my respect.

[BTW, the person with clout that I referred to would be the person who can motivate or order the developers to fix this mess.  Unfortunately, that person has not entered the conversation yet.]

Excellent! This thread is now about the fact that QBO Care team cannot escalate the issue rather than the issue itself "Classic view vs. Modern view on reports."

My attempt to save it from derailing is getting me @ 'ed, and the perpetrators of the actual unfair treatment will avoid public scrutiny.

I'd say job well done internet!

camanosachick:

So articulate and so spot on.

I have to add a new spin. When I was first having this issue with the "Modern" report, I couldn't get it to come out with any data. Today, it basically has the same info as classic view. Lipstick on a pig. Basically the same report, just laid out differently.

I don't know if this is due to improvements caused by this discussion (?seems unlikely to me), or if the "upgrade" to "modern" was simply rolled out with no testing and was therefore crap (most logical scenario).

QB/Intuit has been successful selling a really third rate accounting product. They see no real reason to change, and until revenues are impacted, they won't. 

The top of my browser pane only has one phone number "for sales..." (see my attachment)

We all know where Intuit's head is at.

Good grief.  YOU are the one who said their hands are tied.  We're just asking for a solution.

I have no idea what the @'d business is or what it means, so I can't address it.  If it means you can't post any more, that seems one more level of unfair.  You are entitled to your opinion as is everyone.