I have been an Intuit customer for years and years - both personally (Quicken) and as a business owner (Quickbooks). I never call or require help as I am well familiar with the products.
I just upgraded to the latest version of Quickbooks (which they charged $200 for!) and a couple of the features didn't work properly.
I called them and they would not help without my either (a) paying $60 one time fee, or (2) buying some sort of customer service help program. I returned the program (lucky it was within their time frame) and requested a refund.