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This company is staffed by poorly trained people who cannot provide the basics

Original review updated by user Apr 12, 2022
Intuit has changed its offerings. I am a Quickbooks Desktop Pro 2019 user. I have been a customer since the 1990s. Today I called to determined what my options are. So far, I have spoken to eight people. I have been transferred from wrong department to wring...
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#2166149

This is a review I filed yesterday. Today, I tried calling Intuit to get a honest answer.

Between yesterday and today, I spoke with more than a dozen people an Intuit. My question was simple. Intuit is ending support of my licensed product (QuickBooks Pro 2019 Desktop) on May 31, 2022. I wanted to know whether the product was just losing support or whether it would not work after that date.

That is a very simple question. Yesterday, I got conflicting answers, vague answers, and a few of Intuit's support staff hung up on my when I asked to have the call escalated to a supervisor. (I suspect that staff gets poor ratings if they escalate calls, which is exactly what a competent management does NOT want to do to serve its customers well.) Today, I was told -- with great clarity and certainty -- that my product will continue to work if I do not use functionality that requires it to connect to elsewhere online. In other words, for entirely internal accounts with all backups stored on my own computer, the product will work as it has in the past.

If there are bugs, they won't be corrected. Previously, several people at Intuit assured me that all sorts of problems would arise if I didn't pay for one of several alternative expensive upgrades. THAT IS FRAUD ATTEMPTING TO INDUCE ME TO PURCHASE SOMETHING I DO NOT NEED. I will be reported this attempted fraud to the appropriate federal authorities.

To illustrate the amount of money that Intuit's staff tried to take from me fraudulently, I will give this example: 1. I use this products to keep books for three different businesses. 2. The first proposal from Intuit was to sign up for their ANNUALLY RENEWABLE online subscription service for $300 per year FOR EACH OF THE THREE COMPANIES.

That would cost me $900 the first year. That is a discounted rate. After that, the cost would double to $1800 PER YEAR for three companies. 3.

When I pushed harder, Intuit said I could get their ANNUALLY RENEWABLE subscription for desktop software for $349 per year that would cover all three companies. I don't know what the cost to renew for subsequent years is, but $349 per year is much less than the $900 (first year) / $1800 (subsequent year) proposal. However, even $349 per year is far more than ZERO which is the cost of continuing what I have already bought. Telling customers that software will fail when it will NOT fail to induce customers to pay huge amounts of money for annual subscriptions is an unethical if not fraudulent business practice.

The fact that at least five (5) different people at Intuit told me that my software would not work after May 31 tells me that Intuit has told their staff this is the case. That means that this is intentional. This is what Intuit wrote in an email they sent to me: ------------------------------- We're letting you know that your QuickBooks Desktop 2019 software will be discontinued after May 31, 2022. To avoid service interruption and get the latest features and security updates, please upgrade your QuickBooks by May 31, 2022.

We thank you for being a valued QuickBooks customer, and we appreciate your commitment to your business and our products. As a company, we've committed to creating financial tools that help you succeed today and grow with you tomorrow. But it's a balancing act—making QuickBooks better means that we can't support older versions forever. After May 31, 2022, you won’t be able to access Online Banking or sign up for other QuickBooks services such as Payroll, Payments, and Support unless you upgrade your product.

Also, you will no longer receive updates for security patches that help protect you from cyber attacks and data theft. The good news? We also have the following 2 popular upgrade options for you to avoid service interruptions, get automatic security updates, and access free support by upgrading to QuickBooks Online for 50% off for 12 months.** QuickBooks Online Essentials Get automatic data backup and keep your desktop data for reference when you make the switch to online accounting. Includes anytime, anywhere access for up to 3 users.1 QuickBooks Online Plus Take advantage of all the features of Essentials and more.

Save time and stay organized with tools for inventory management and project profitability tracking. Includes anytime, anywhere access for up to 5 users.2 Click here to find out more or call an expert at 800-766-****. ---------------------------------------------------- This is why I called Intuit to make sure that how I used this product won't be affected. It was in response to my questions that I was told that my software would fail AND I COULD NOT ACCESS MY CUSTOMER DATA after May 31.

That last part is an outright lie. Note, that Intuit's email above does not even mention the annual desktop subscription which is less expensive for anyone with multiple companies. This is what I will be reporting to the federal government.

This sort of behavior should be penalized. No customer should have to speak to more than a dozen people to get an honest, complete answer to a relatively simple question

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ID
#3481559 Review #3481559 is a subjective opinion of poster.
Pros
  • When it works it works
Cons
  • Repeated transfers to the wrong deoartment
  • Unable to answer basic product questions
  • Unable to locate competent people to answer questions
Preferred solution
I would like the promised to phone call from a supervisor in the sales department for Quickbooks Desktop to happen soon.

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New Reviewer

I need a copy of my 2020 tax return

My accountant Bryan S., who prepared my 2020 taxes used this system for the first time when filing this tax return. He said that I need to contact you to get a copy of it, however, I have attempted about 5 times. My original email is ----- I cannot receive emails from...
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ID
#3982362 Review #3982362 is a subjective opinion of poster.
Preferred solution
I want to get a copy of my 2020 tax return.

Billing Department doesn't exist

If I could give negative stars I would. They bill you and take your money but when you try to talk to ANYONE about your subscriptions and whether or not discounts are available you get major run around! They have a monopoly! What can one do? Absolutely the worst business practices ever.

User's recommendation: Damned if you do, damned if you don't.

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ID
#3723175 Review #3723175 is a subjective opinion of poster.
Location
San Luis Obispo, California
New Reviewer

Dishonesty, No Tech Support, Emails Saying we never upgraded when we did

They changed how their software works instead of upgrading every 3 years you now have to pay for a yearly upgrade 2 users almost $600.00 add their annual Payroll subscription to get the tax forms and tax tables another almost $600.00 plus a monthly fee of close to...
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ID
#3632335 Review #3632335 is a subjective opinion of poster.
Location
Kent, Washington
Preferred solution
Price reduction

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

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New Reviewer

Really?

So I have been trying to get in contact with someone from intuit for over a month. I have no idea what is wrong with your company. I have finally stumbled across this email address and hopefully it doesnt fall on deft ears. I just want to say that if I were anyone...
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1 comment
#2165651

I have emailed every intuit email, tried calling, and over a week later not even a breath blown in my direction. Then today they are asking me to buy more products. This is unbelievable.

ID
#3472173 Review #3472173 is a subjective opinion of poster.
Location
Longmont, Colorado
New Reviewer

Garbage Customer Support

When you have to talk to multiple people for the same problem, because none of them listen or know how to do their jobs, there is an issue. I specifically request Payroll Support and it takes 3 to 4 transfers to get me there. When I actually get a Payroll Support specialist there is nothing special about them. 95% of these "specialists" cannot solve a payroll problem even when I am telling them exactly what they need to do. If only QBO would let their clients adjust things manually, I wouldn't have to waste hours of my work day on someone who barely made a passing grade in highschool.

User's recommendation: Don't use QB for Payroll.

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ID
#3463515 Review #3463515 is a subjective opinion of poster.
Preferred solution
Train your specialists better. I am not here for a friend, I am here for a solution.
New Reviewer

Password fiasco