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What would you do?

I have had no access to Quickbooks for 47 days now due to an ongoing issue

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I wrote about this a couple of weeks ago and never thought it would go on for this long. Quickbooks have still not fixed an issue which has left myself and my clients unable to access the software for 47 days now. i have already sent, by recorded delivery 2 Letters Before Claims to the CEO's, one of which has left Intuit's employ since the letter landed on his desk. I have used twitter, and made hours and hours of emails and phone calls. I am at the asking for compensation stage and would like to know how much you feel is a fair amount based on 6 businesses being unable to access their data, unable to submit VAT, unable to invoice thier clients, unable to prepare for their year end which infact nearly compromised his ability to maintain his UK visa status, unable to reconcile their bank accounts, the far reaching list goes on and on. I am beyond tired of this and seriously considering a career change after I have resolved this for my clients. Thank you

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By David Ex
16th Aug 2021 10:03

ClareH wrote:

I am at the asking for compensation stage and would like to know how much you feel is a fair amount based on 6 businesses being unable to access their data, unable to submit VAT, unable to invoice thier clients, unable to prepare for their year end which infact nearly compromised his ability to maintain his UK visa status, unable to reconcile their bank accounts, the far reaching list goes on and on.

I’m not sure how it works with personal injury claims but the usual claim for damages is for financial loss. You sound to have suffered grief, stress and inconvenience but are you out of pocket? I doubt you can claim on behalf of clients.

What does the contract/licence agreement say about non-availability?

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By David Ex
16th Aug 2021 10:06

Duplicate

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By paulwakefield1
16th Aug 2021 10:11

I don't particularly like QB anyway but I read about your experiences in the previous thread and that has completely put me off. (Mind you I have been a bit disillusioned with Xero as well after their recent outages).

I would think it is time for legal advice from an appropriately experienced solicitor. They should be able to tell you whether a claim has legs.

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By Matrix
16th Aug 2021 11:29

Maybe get AWeb involved? Intuit is a sponsor/partner.

https://www.accountingweb.co.uk/contact-us

I would have gone to the press weeks ago. I would charge for your time in sorting it and any losses suffered by you or your clients.

Doesn’t bode well for MTD! Don’t leave the profession, although it sounds a nightmare.

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By Hazel Accounts
16th Aug 2021 12:21

I'm sorry that you find yourself in this situation, which must be very frustrating.

I am not a legal expert, but I think you have to be able to show that you have tried to mitigate any damages, so the instant thing that springs to mind is you say clients can't invoice their clients - well they can, manually or somehow I'm sure (after 47 days I'd have been typing and emailing the sales invoices if necessary!). Yes it's inconvenient and will still need data entry later but you need to try and show what you have done to minimise the impacts. There will be some things you can't do (probably year end accounts), and others that can be attempted eg file VAT from a spreadsheet (using VT for example if MTD) - any extra costs of getting such software being part of your potential claim.

If i were in your shoes I would start up the accounts on another platform (eg Sage, Freeagent, Xero etc) as after that long (over 6 weeks can't just be blamed on covid delays even though HMRC do!) I'd be leaving QB - may not help with historic info for now but at least you can keep up your client's up to date and then add brought forwards later once you regain access to QB (hoefully - there is always a possibility you may have to reconstruct from source records depending what's gone wrong at QB).

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By I'msorryIhaven'taclue
16th Aug 2021 12:37

Have you tried giving them a one-star review? See
https://uk.trustpilot.com/review/quickbooks.intuit.com

There are a number of one-start reviews which, by and large, elicit a response from Intuit from Emma at the Social Media and Community Team purporting to want to fix the problem (I'd like to believe Emma isn't a bot). I guess the idea is to get you to reassess and award them 5 starts once your problem is fixed.

Many of the one-star reviews seem to come from the poor unfortunates who've bought into QB's advertising (I particularly liked: "We thought the software would submit accounts and VAT for us but this is not straight forward and their advice is simply to get an accountant rendering their service useless.") However, a review from a pro-user accountant or bookkeeper would naturally carry more weight, and ought to at least get Intuit to parle with you.

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By sarahg
17th Aug 2021 11:38

This is bizarre, I just can't understand why this has been allowed to go on so long

Have your clients contacted QB's?

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By PERMON
01st Sep 2021 13:38

@ClareH - did you ever get this matter resolved ?

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