DO NOT switch to online!!! Total nightmare. There were so many glitches that they couldn’t even figure out how to fix. It all sounds convenient and simple BUT ITS NOT!
After trying it out for 6 months, I could not wait to switch back to desktop. Sadly, for whatever reason, my data would not transfer back properly. Transactions were either getting messed up (like estimate and invoice numbers were getting changed to random numbers) or not transferring at all. QuickBooks support had to escalate the issue to their “expert level” and that expert was struggling to get data to transfer. He finally contacted me after 2 days to tell me that he’s having issues and is going to have to transfer it manually. it took a week to manually transfer my data, but even then, it was all screwed up. Sadly, 16 years of reconciliations, deposits, bill entries etc were undone. I got my file back totally screwed up. I had to create an entirely new company file from scratch. Stick with desktop. While it’s not great, and customer service is still lousy, the program itself is better. 

Last week, when I called to discuss what I feel is a pretty basic issue, The support person who was helping me had to continuously put me on hold to check with their “back end“ person, who told her to “google it”! 😂 WTAF! She was just as flabbergasted as I was! And because she was actually quite nice, I wasn’t frustrated or upset with her. And I told her she was off the hook, that I would just Google it myself! Yeah this is what I pay annually for! 🤦🏻‍♀️ 

OMG! This is happened to me on so many occasions. At first I thought maybe I had my phone on mute and didn’t realize it. Of course not. Then I thought maybe my Bluetooth was hooked up to my AirPods or headphones and I didn’t realize it, but no that was not the case either. Now whenever I actually do connect I give them my phone number and say “if this call gets disconnected for whatever reason please call me back.” I’ve had a couple support people say OK and take down my number. But, I’ve had others say that they are not allowed to call us back….”ummmmm, even though YOU called me in response to a requested call back?” 😂 🤦🏻‍♀️ 

@natwellman 

If you are still using QBD 2021, consider purchasing a one-time license for QBD 2021 instead of paying for the renewal to upgrade to QBD 2022.

I’m using Pro Plus 2022. I pay for an annual subscription so that I can have access to support. I was told that without it, I would have to pay for each time I reached out for help. I appreciate you trying to appease everybody on here, but I think the consensus is pretty straightforward. Customer service is absolutely 100% lousy. It’s a very rare occasion that I get somebody who A) I can understand and can understand me; B) is actually able to provide assistance; and C) does not involve being on and off hold, reconnecting calls, etc. for an entire day. Nobody has multiple hours to waste just sitting around waiting on hold, reconnecting disconnected calls, etc. only to end up right where they started. Actually worse off then when they started…with no help but a wasted day!!
It’s shameful. Intuit should be ashamed and a little more apologetic, if nothing else! I have been a QuickBooks user for 19 years now. Out of all 19 years, I would say I actually got help (was connected to somebody who truly understood the program and could actually help me) 6 times. This is not a gross exaggeration. This is a sad, ridiculous and horrific reality. But, as far as I know, there is no other program out there that I can use for my business. At least not that I’ve found. Even my CPA, who HATES QuickBooks, says he and his clients are forced into using it because there are virtually no other options. That’s a terrible reputation to have, donchathink? intuit May have a monopoly on accounting software right now, but that’s not gonna last forever. Eventually, hopefully sooner rather than later, something else viable is going to be available and intuit is going to lose a huge portion of its customer base. #truestory

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@natwellman wrote:

Eventually, hopefully sooner rather than later, something else viable is going to be available 

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The problem is that every developer prefers to focus on cloud-based accounting applications. Don't expect to find a real competitor to QBD Pro/Premier. You may have other options to compare with QBD Enterprise.

I know why options like Zero, Freshbooks, Sage don't won't for me.... but what don't they work for others? The MS they use is an issue among other thiings

Same. I can’t get basic answers to questions like how to handle a payment by check for an invoice. I tried the callback today and was routed to five different people and had to provide my credentials every time and not one of them could give me an answer. Any recommendations of alternative accounting software with excellent customer service?  I can’t deal with QuickBooks much longer

I thought it was just me!  Torture is the right word. It has been painful to deal with these people and get routed from one person to another and none of them seem to know anything about basic bookkeeping. They couldn’t even understand the concept of a paper check as payment.   How could a corporation this big neglect customer service 

Same experience here too!  It’s comforting to know that it’s not just me at least. I’m ready to jump ship and go back to my spreadsheets!!!  How are they getting away with this???

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@Daggy  wrote:

Any recommendations of alternative accounting software with excellent customer service?  

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@Daggy  

How much budget do you have? We may recommend one app to compare with QB Desktop Enterprise or QB Online Advanced.

I’m using Pro Plus 2022. I pay for an annual subscription so that I can have access to support. I was told that without it, I would have to pay for each time I reached out for help. I appreciate you trying to appease everybody on here, but I think the consensus is pretty straightforward. Customer service is absolutely 100% lousy. It’s a very rare occasion that I get somebody who A) I can understand and can understand me; B) is actually able to provide assistance; and C) does not involve being on and off hold, reconnecting calls, etc. for an entire day. Nobody has multiple hours to waste just sitting around waiting on hold, reconnecting disconnected calls, etc. only to end up right where they started. Actually worse off then when they started…with no help but a wasted day!!
It’s shameful. Intuit should be ashamed and a little more apologetic, if nothing else! I have been a QuickBooks user for 19 years now. Out of all 19 years, I would say I actually got help (was connected to somebody who truly understood the program and could actually help me) 6 times. This is not a gross exaggeration. This is a sad, ridiculous and horrific reality. But, as far as I know, there is no other program out there that I can use for my business. At least not that I’ve found. Even my CPA, who HATES QuickBooks, says he and his clients are forced into using it because there are virtually no other options. That’s a terrible reputation to have, donchathink? intuit May have a monopoly on accounting software right now, but that’s not gonna last forever. Eventually, hopefully sooner rather than later, something else viable is going to be available and intuit is going to lose a huge portion of its customer base. #truestory

I can probably help you.  I seem to know much more than the average QB support person.  I've been using QB for 18 years now.  Thankfully, I've figured most issues out on my own despite paying an annual subscription fee so that I have access to QB "help"!  

Have you figured out the sales taxes issue? The asinine coding they have in QB online that won't let you remove it if you accidentally turn it on??? NOBODY has a clue on that one. 

No, I have not gotten that far but I'm sure it won't be pleasant.  I'm going to cancel.  I have been exploring Patriot Software.  I'm going to try for free and if I like it, cancel my QuickBooks online.  

No but I'm sure the experience won't be pleasant.  I'm going to do a free trial of Patriot Software.  I just need basic invoice and expense tracking and the support service is all in house so I'm hopeful that this will be a good fit for my business.  If it is, I'll happily cancel my QB online subscription.  I'm still on the 3 month lower price and will be happy to not have to pay $80 a month for bad service.

For a 2022 update, I can say that I too am going to start to look for a different accounting system.

I have an issue with the chart of accounts where 4 times I had to work with different agents and had to over and over again check for data errors and rebuild the database. FINALLY they got me to data services who found the problem and fixed it. However, in fixing the chart of accounts and sending me back the file in alphabetical order, we realized that we needed to assign account numbers to 2800 accounts. Thus we needed to delay the fix and redo it once we assigned the account numbers so that they could fix the problem, but then send us the chart of account back in account sequence. I had the original case number assigned by Data Services, and explained to the agent that the issue was found and could only be fixed by Data Services, who now knew the problem. But, alas, would they get me to them. NO. I again had to go through all the same insane checks yesterday. And then, again, today, when speaking with another agent. I explained that I had already done the steps a 5th time yesterday with NO errors showing up, and that all I needed was to send the current database to them and upload it so they could now fix it. But, NO. They won't do that without me wasting hours of my time doing the same checks all over again. What is it with you folks. It's insane. I've wasted days of my time over and over again, when we already know the problem, and Data Services has the solution with a known case number. If anyone knows a great accounting software package to replace this one, where customer service has COMMON SENSE, please let me know!

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@CNL2 wrote:

If anyone knows a great accounting software package to replace this one, where customer service has COMMON SENSE, please let me know!

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@CNL2 

Are you using QBD Enterprise? We may recommend another program to compare. But if you are using QBD Pro/Premier, consider buying a 3rd party file repair service to fix your problem.

QuickBooks customer service is TERRIBLE. I am looking to changing Accounting Software just because of how bad and unhelpful the customer service reps are. They don't know what they are talking about, work so slowly, and will literally just end sessions if they don't know how to resolve the issue. I am telling everyone I know to avoid QuickBooks and look for a quality Accounting Software that actually helps the people they take money from every month. 

Quickbooks payroll customer care are the worst with handling other companies money, you can't speak to a manager when you call, and when you request the agent says they will have someone call you back and no does, they take my hard earn $700+ a month and all i get is snotty customer car who cancel service request to fix a small issue change my federal tax form from a 941 to a 944 I've been calling them since Mid January 2021 and today is Feb 10th 2022 and my issue is still not resolve. the left hand doesn't know what the right hand is doing every agent I speak to tells me a different story. It's like they hire people from the street with no training and let them lose it's like a Zoo. I regret not listing to the ADP repetitive when they warned me about QuickBooks payroll. I call open a case to fix a form an agent opens a case 7 days later I call to ask they tell my case is closed, I open another case I call and they tell me nothing has happened I start getting upset not at the agent but at the process with no yelling or disrespecting, they can hear my recording and the agent got but hurt I think and canceled my case I call again to ask for a supervisor they take my information and today is day 5 no call back. I can't believe how they still have customers for QuickBook Payroll. they are the absolute worse company I had to deal with as from 2021 and until now. I hate doing business with them and I can't wait to find another payroll company who actually has support. 

I had a VERY responsible person on the phone a few days ago.  Today I got an email saying the issue was fixed.  Guess what?  It still does not work.  The email is "no-reply", there is no phone number or anything on the email, just "reach out to your support team."  If Intuit truly wanted to provide ANY level of customer service, they would specify one or more ways to reach the team.  Many of the agents who work there do the best jobs they can.  However, as a company, Intuit would rather spam you constantly with marketing than take care of you once you are on the acquired list. 

I want to ensure this will be taken care of, @ckhgta.

You can easily reach out to our phone support team within or outside the QuickBooks product. I'd be happy to guide you how.

Contact our Customer Care team inside QuickBooks product:

If you're using QuickBooks Online (QBO)

1. Go to the Help button.
2. Click the Assistant tab and enter a brief description of your concern.
3. Then, type Talk to a Human.
4. Next, choose either Get a callback or Start a chat.

If you're using QuickBooks Desktop (QBDT)

1. Select the Help menu, then, click QuickBooks Desktop Help.
2. Next, click Contact Us.
3. Give a brief description of your issue.
4. Then, select Let's talk.
5. From there, choose either Get a callback or Start a chat.

To contact them using a web browser, feel free to open these links:

• For QuickBooks Online
• For QuickBooks Desktop

Also, I'd like to provide you with the time and day when our support team is available. This is to ensure you'll be assisted immediately. The phone support operating hours is from Monday to Friday 6 AM to 6 PM PT. For more details, check out our support hour's page. 

You can also visit our QuickBooks Help article page if in case you need articles and guides in doing your QuickBooks tasks. 

I'm just here if there's anything else you need. Don't hesitate to post a reply below. Have a one.

Last year, when I was *** forced *** to update Quickbooks desktop yet again, it once again blew up and wasn't able to open my company file.   Once again, I spent an entire day trying to get customer support to fix the problem.   For years I also purchased Ez CreditCard Import because Quickbooks interface was just so time consuming and awful.   I'm a software engineer.  I can see what Quickbooks Desktop is.  Its an organically grown monster that is slow and buggy.  The company file structure is at the point where QB can't manage it well or support it well.   I'm done.   The cost and poor product performance and poor customer support are finally at the point where as a small business, the cost of switching is less.   I cancelled my subscription today, and it felt really good.  (I've used QB for 20 years).   I feel like I just left an abusive relationship.   I guess I did, an abusive business relationship.

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@RossEliason wrote:

I cancelled my subscription today, and it felt really good.  

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@RossEliason 

You can migrate to QB Online or another cloud based accounting app, and purchase a 3rd party conversion service.