Please forwarded to Sasan Goodarzi CEO, Intuit
I have been using Intuit QuickBooks enterprise now for almost 10 years. I moved from MAS90 to intuit and never look back.
Support has been great; rarely do I ever have to use it. A few weeks ago, after applying the new bank feed update, which is now a requirement in QuickBooks, I started to experience multiple problems.
As a beta tester for many companies, testing a good deal of different software, I automatically went into troubleshooting mode and realized that this indeed was a problem with the new update.
When I first contacted intuit on November 1, even though I was told to do ridiculous things which would not eliminate the problem, I complied. It was only after nothing that was suggested worked, did I get a chance to plead my case. I even let your support team view my screen to prove my findings. I was given a case number, # 1590087073, and I was told this would be escalated to the next level of support.
Since then, I have called into it at least five times, I was reassured that a supervisor would call me back in more than one occasion and yet nothing has been done.
Is this how successful companies grow and keep moving forward, I am so tired of the promises I am so tired of the people on the phone which have no clue on how your software works.
Also, exhausted of being on hold for over 30 minutes only to have the phone disconnected.
As of today, November 11th, not one single call back, not one single element of any understanding that without a happy customer base your company will be doomed to failure. Absolutely no support whatsoever and major disappointments and just flat out lies from support.
Everything should be properly logged and all I'm looking to do is to show the problem, so you could hopefully have a solution soon. Is that so much to ask from a user who has supported your products for many years?
Extremely disappointed in dealing with people that just do not care and think that they are above any form of retribution from their managers.
I find it extremely hard to believe, that I need to post something so negative to get any type of response from intuit shameful!
Shame on support for wasting the people's time that support your product.
-Ray