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anyone recommending quickbooks? I wouldn't

accountant access issues, terrible, terrible service

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Ok, so like many others I'm always quite happy if a client says they will be using quickbooks or xero and the like.  Normally my advice is to see which they prefer, providing none has a clear advantage over the other in terms of their business.

I've now been on the phone for 50 minutes to quickbooks.  We were sent an invite by the client, followed the usual process but the final step isn't working and we can't gain access. Client spends all her time in meetings or in court (also not that tech minded) so we can't simply use her login as this stupid extra step of sending a code means it's expired before she gives it to me. for those who say, cookies, cache, incognito window and every other workaround, tried them, intuit logged in on my screen and tried them too. I've been told it's been escalated to tier 2 but they can't give me any sort of timeframe at all. They won't even agree that they can get it resolved by the 31st January. They have said the issue is all at their end, and I'm awaiting an e-mail to confirm that, but I just thought I'd put it out there that this firm is dire in terms of customer service, and so I for one will never, ever recommend them again.  I just thought I'd throw that out there in case anyone else is currently recommending this to new clients.  It appears to be a known issue, customer service did explain that my query may end up going to the states as she thinks it may be an issue they are working on.  

 

Replies (25)

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By Matrix
16th Jan 2020 15:39

Can she set you up as a User instead?

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Replying to Matrix:
By scrasey
16th Jan 2020 15:46

unfortunately not, but in any event, still shocking service. I'm asked to recommend them, and as I said to them today, on what basis? what has been good about how we've been looked after today. got the answer "yeah, see your point".

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By ireallyshouldknowthisbut
16th Jan 2020 15:50

Out of your control, I wouldn't worry about it.

it might focus the mind of your client to not be such a lazy so and so as to come to you ridiculously late in Jan for a tax return as sometimes stuff happens and you can do it.

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Replying to ireallyshouldknowthisbut:
By scrasey
16th Jan 2020 16:10

oh I certainly agree. just seems a nonsense that Quickbooks spend so much on advertising and then don't want to help the guys and gals that will put dozens of clients their way.

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Replying to ireallyshouldknowthisbut:
By scrasey
16th Jan 2020 16:10

oh I certainly agree. just seems a nonsense that Quickbooks spend so much on advertising and then don't want to help the guys and gals that will put dozens of clients their way.

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Replying to scrasey:
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By lincolnartist
17th Jan 2020 21:00

Their adverts border on false advertising. Take a quick snap, send any old crap to HMRC, job's a good-un

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By Tim Vane
16th Jan 2020 16:08

Well I will still recommend them. What you are describing is not poor service since their customer support team seem to be trying their best to help you. It looks like just an authentication issue. If you want to compare it to actual bad service wait until you have a login or access issue with HMRC. That will be a whole different level of pain.

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Replying to Tim Vane:
By scrasey
16th Jan 2020 16:11

oh I agree that HMRC are in a league of their own when it comes to that! :-)

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By Cloudcounter
17th Jan 2020 08:39

Irrespective of service, I wouldn't recommend it. How they have the nerve to keep calling it Quickbooks is beyond me. Most clients using it are fairly small but there are a couple of reasonably sized ones using it on up to date IT systems and my experience is that it is closer to Deadslowbooks.

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By eteb3
17th Jan 2020 09:09

My OH uses for self-employment. Beyond terrible: wrong invoices sent, no trace of what was sent or to whom, so you rely on calling the customer and saying, 'So what exactly have I sent you?'.

Zero customer service from QB. I'd advise anyone to look at QB subs rates, then add costs to their business of a day (minimum) of their time. Then choose accordingly.

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By Manchester_man
17th Jan 2020 12:29

I have a few clients who unfortunately chose Quickbooks (or as I call it (and as has already been alluded to); Slowbooks)

I absolutely detest it personally. I could (and have done in previous threads a couple of years ago) list so many flaws with it.

The one good thing is the price, but Xero (for me) is so much cleaner, quicker, functional and easier to navigate.

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By scrasey
17th Jan 2020 13:44

just a quick update. those really helpful people at slowbooks (sorry loved it and had to nick it) have now suggested going through the process on my phone. really helpful. of course it didn't work, they tried it on 4 different browsers already for goodness sake.

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By carnmores
17th Jan 2020 20:53

i dispute most of the comments on here , there are thousands of satisfied users . the reason it is slow is most likely the internet connection.

as regards having to hang on for 50 minutes i never have to wait more than 1 as i have a pro advisers subscription.

i suspect that the problem is at your client end.

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Replying to carnmores:
By scrasey
18th Jan 2020 10:28

I wasn't on hold for 50 minutes. I was talking to them for 50 minutes. nothing to do with the subscription. and no, QB have confirmed it is entirely a problem their end.

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Replying to scrasey:
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By carnmores
18th Jan 2020 10:53

Fair enough

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Replying to carnmores:
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By Cloudcounter
23rd Jan 2020 15:23

carnmores wrote:

i dispute most of the comments on here , there are thousands of satisfied users . the reason it is slow is most likely the internet connection.

as regards having to hang on for 50 minutes i never have to wait more than 1 as i have a pro advisers subscription.

i suspect that the problem is at your client end.

Only just seen this, but I'd be interested to know how the internet connection has an adverse affect on my client's desktop version of the program.

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Replying to Cloudcounter:
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By carnmores
23rd Jan 2020 16:47

what! the desktop version is pretty much instantaneous i do not recognise what you say at all, which QBD version is being used and what is its spec.

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Replying to carnmores:
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By Cloudcounter
23rd Jan 2020 22:09

They are on subscription (of course) so it's the latest version and the hardware was updated in the last 18 months.

Instantaneous - I don't recognise that at all.

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Replying to Cloudcounter:
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By carnmores
24th Jan 2020 13:19

The desktop version has no delay whatsoever so clearly something is wrong i also have the latest version. I suggest you go back and check with your client again.

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Replying to Cloudcounter:
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By carnmores
24th Jan 2020 15:55

Duplicate

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By Copycat
17th Jan 2020 21:30

I have QuickBooks and am using it for the first time this year. If I decide to leave them, will I be able to access this year’s accounts in the future?

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Replying to Copycat:
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By lincolnartist
17th Jan 2020 21:53

No they cut you off as soon as you stop paying

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Replying to lincolnartist:
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By carnmores
17th Jan 2020 22:02

an incomplete answer

simply download the general ledger from quickbooks to excel

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Replying to carnmores:
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By lincolnartist
17th Jan 2020 22:17

I know you worship them, but the answer was in full and correct. You can't download the ledger after the event

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Replying to lincolnartist:
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By carnmores
18th Jan 2020 09:51

thats a bit strong but lets say

https://www.accountingweb.co.uk/any-answers/the-microsoft-edge-released-...

i dont think that there are many online accounting providers that keep clients data on line for a long time after payment ceases it may even be illegal to do so

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