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My Quickbooks Thanksgiving Nightmare

On the morning of November 21, 2012, I called Quickbooks to gain assistance with a supposedly “simple” Quickbooks update from my 2012 version to the newer 2013 version. I felt confident about the transfer—as a QB’s representative remoted into our system and assisted me in installing version 13 on our server as well as at 8 other work stations. All seemed to be going well, until my boss noted that his name was missing from the employee list.

At this point, I called back and after repeating my story to several representatives and waiting for them to try many different “fixes”, I was finally told that my version 12 must have been corrupted. This being the case, since we put the new 13 version over a corrupted 12, we now had a problem which could only be fixed by reinstalling my damaged version 12 and uploading it for a Data Services manual repair. I was told that the general turn-around time is usually two days. By this time, it was about 7:00pm Thanksgiving eve. However, I was assured that since Quickbooks Data Services employees were actually working on Thanksgiving Day as well as the Friday after, that the file would be ready for downloading by Friday, the 23rd.

Although I did not really expect the file until Monday, the 27th, I made a status call from home on Friday using the voice mail method they recommend but was unable to gain a status. By the way, although the representatives often offer a direct phone number [(866) 340-7237], there is no direct line to anyone at Quickbooks and the only way to contact Data Services is by leaving a voice mail and or sending an e-mail in which the response time is supposed to be within two hours.

By Monday, the 27th no one had contacted me so I tried to contact them both by voice mail and e-mail. In response I received one voice mail which informed me that I should upload my file—as data services had not received it. While on hold with Quickbooks to check on this strange voice mail, I decided to check my e-mail and found an e-mail that had been sent from Data Services at 6:47am that same day (11/27/12), which informed me that they had received my file and were working on it. The e-mail promised that it would be ready for download by the 23rd (strange since it was already the 27th). Anyway, after being placed on hold and speaking with numerous representatives both on Monday and Tuesday (the 26th and the 27th), I received a Data Services e-mail on Tuesday the 27th at 12:56pm which advised that the file was fixed and ready for download. This became somewhat confusing—as they had actually sent the “Upload” and not the “Download”.

Finally, at about 3:00pm the download was available. I worked with a representative to update our file only to find that the newly repaired file which had been converted to version 13 was running very slow and taking over 25 minutes to complete an export. At that point, I called support again and was told by a representative that my file was, in fact, corrupt and should be sent back to data services. Since we needed to run payroll, I refused to send the file back to data services without first attempting to enlist management support—as the idea of going without our company file for several more days with no communication from data services regarding the status of the file was not very tempting. While I may be thankful for Quickbooks, I am not very appreciative of their Customer Service to say the least.

1. Why is there no number for Data Services? If they are going to repair customer files, they should have a direct contact number.

2. I have been told there is a “trick” to reaching the proper department. Apparently, one must be sure to hit the prompt for customer service, and then use the proper prompt for technical/and or business applications support. However, this time-consuming “trick” is not working for me. Besides, once someone does come on the line, I had to go through 30 minutes of screening and more holding before getting to the proper department. Getting the customer to the right department should not be a “trick”, but a simple and speedy process.

3. What is the point of offering the case reference number—as I found the employee would ask for a case number and continue to ask me to detail the problem before transferring me to someone else. What is the purpose of offering the case number if I still have to discuss the entire issue before being transferred to the correct party?

4. Most technical support people I have reached have sounded far away and have been difficult to understand. Customers deserve support people who are able to properly communicate with the customer.

5. In addition to heavy accents and poor phone lines, these individuals always seem to feel the need to say, “Don’t worry ma’am” sometime during the conversation. When coming from someone I can barely understand, this line actually worries me a lot.


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