Is Quickbooks support always this poor?

Is Quickbooks support always this poor?

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I have two clients where I have recommended implementation of Quickbooks for specific features around job costing and reporting.
Working with the local specialist we have come up against an issue that seems fundamental - I cannot believe that the software will not cope with it and wanted to talk with a pre-sales specialist at Quickbooks to get their suggestions.

It took two minutes last Friday afternoon to get a human being on the pre-sales number - who promptly said that for any information on the product I needed to talk with customer support but there was a two minute wait.
No problem with that, but after another thiry minutes of 'Do not hang up - you are moving up the queue....' I gave up.

I will pose the technical question as another thread here but am left with a concern. Do I want to continue to recommend use of Quickbooks if this is typical of their support?
The website FAQs were very sparse and I could see no email address where I could send a summary of the question.
What experiences with Quickbooks do others have?
Was I just unfortunate on a busy Friday afternoon or is this normal?

Do other software vendors provide a better support function or are they all as poor as each other?
Profitfinder

Replies (6)

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By carnmores
18th Oct 2004 12:25

Lossadjuster
sage's helpline is pretty good, even after all the damning commments i have made about them in the past ( see also the farce of exporting to excel from sage) mind you a lot of sages profit comes from annual support plans so it should be good


I understand that intuit are aware of the helpline problems, did you use the dedicated professional advisers helpine or queue as normal? it will get better .. ? see my other answer re job costing

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By AnonymousUser
19th Oct 2004 08:17

Quickbooks vs Sage
Day to day I much prefer Quickbooks over Sage. But I too have put the phone down on quickbooks support, they can take ages. Though I have noticed it depends what time of day you call, though I can't remember which time is best now!

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By David160
18th Oct 2004 22:01

Write to M.D.
I suggest that you write to the M.D. This should bring them knocking at your door. More importantly, the M.D. himself will become aware of the problem. The problem may be resolved.

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By User deleted
18th Oct 2004 10:37

Advantage Sage - Hurrah!
Having been critical of Sage on a variety of issues I am happy to recommend their SageCover support. Not only are they generally very quick to identify any problem, they convey it with a friendly professionalism. I have been kept waiting for up to 10 minutes but very helpfully, they keep you informed along the way with regular 'your call will be answered in 'x' minutes'.

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By User deleted
20th Oct 2004 09:53

support via MSN Messenger
Quickbooks can provide support via MSN Messenger, their user name is [email protected] & when I've used it, they have responded instantly. Any problems, contact customer support. I have contacted them by phone and wasn't on hold for too long, but feel their MSN support is better.

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By Mick Eaton
21st Oct 2004 14:46

MSN Support is good
I have used support via MSN and found it to be very responsive. I had a payroll issue a couple of days ago and got a response in 2 minutes and an answer within 5 without hanging on the phone forever.

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