Intuit Support is Hitting Rock Bottom

Posted by W on January 29, 2009, 8:32 pm

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I purchased a monthly support plan for Quickbooks yesterday and opened a
ticket. Today I get a call back from support and the agent was a sales
person trying to get me to upgrade instead of solving my problem. They
then switched to the support issue and said they would send me a knowledge
base article.

Four hours later there was no knowledge base article in my email. So I
called back and:

1) They had closed the ticket even though they never solved the problem and
never sent me any information as promised.

2) They couldn't locate my support plan purchase based on the ticket (we
later found it).

3) When they transfer me to a support rep, he says the support plan was
never setup and I have to go through hassle of giving credit card
information again. They then cancelled the original order and set up a new
one.

4) When I login to my Intuit account, there is no information there about
open tickets, support plans, or anything else that helps me to give numbers
to the reps when they ask for those things.

All-in-all, this was a bloody mess. Every year I try to call Intuit these
experiences just continue a trend in a downhill direction. I expect a lot
better from a company the size of Intuit, and I think things have gotten
much worse.

Maybe they should offer two different support plans: including one for more
money that let's you get to a US-based support person. I remember when
Intuit had support in Idaho or somewhere in the Western US, and those people
were great.

--
W

Posted by Laura on January 29, 2009, 9:39 pm

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>I purchased a monthly support plan for Quickbooks yesterday and opened a

>ticket. Today I get a call back from support and the agent was a sales

>person trying to get me to upgrade instead of solving my problem. They

>then switched to the support issue and said they would send me a knowledge

>base article.

> Four hours later there was no knowledge base article in my email. So I

> called back and:

> 1) They had closed the ticket even though they never solved the problem

> and never sent me any information as promised.

> 2) They couldn't locate my support plan purchase based on the ticket (we

> later found it).

> 3) When they transfer me to a support rep, he says the support plan was

> never setup and I have to go through hassle of giving credit card

> information again. They then cancelled the original order and set up a

> new one.

> 4) When I login to my Intuit account, there is no information there about

> open tickets, support plans, or anything else that helps me to give

> numbers to the reps when they ask for those things.

> All-in-all, this was a bloody mess. Every year I try to call Intuit

> these experiences just continue a trend in a downhill direction. I

> expect a lot better from a company the size of Intuit, and I think things

> have gotten much worse.

> Maybe they should offer two different support plans: including one for

> more money that let's you get to a US-based support person. I remember

> when Intuit had support in Idaho or somewhere in the Western US, and those

> people were great.

They have a plan for more money that gets you to a US based support plan. It
is called the Intuit Pro Advisor Program. We get the latest software
(Premier and Enterprise) each year plus free unlimited support plus lots of
training.
http://proadvisor.intuit.com/