QuickBooks 2012

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  • 1.0 stars

    "POOR CUSTOMER SERVICE!"

    March 7, 2012  |   By reubL

    Pros

    Decent Production Online - Purchased the Mac version 2012 and terrible customer service. Would not recommend if you care about support and service at all!
    Current Intuit Products I own or services I use:
    Intuit Quickbooks Online - 2 accounts @ $39.95/month (over a year and previous accounts in past years as well)
    Intuit Efile services x 3 @ $39.95/year
    Quickbooks for Mac 2012 @ $183.96 (you can get it cheaper on Amazon at $138 and you don't have to deal with their terrible customer service)
    Intuit Mac support free for one month and $19.95/month thereafter. I'm canceling my free month as a 35 minute hold actually costs me more then the value of the free month!!!!

    Cons

    I have been a loyal Quickbooks Online customer for my businesses for a few years. Just dealing with their support teams for Mac has convinced me that Quickbooks and Intuit does not care about their customers or their experience. They sell you on their pro support plan at $19.95 a month but the first time I called that line I was put on hold for 35 minutes only to have the supervisor on the call unable to help. They arranged a call back for the next day with customer support which I received later then promised and the customer support rep who called me said she couldn't help me either. YES, they called to tell me they couldn't help. Another rep confirmed they only have support teams in India and Philippines on all of their outward facing numbers. No support from the US! The same Indian rep who told me that finally gave me the number and email for customer issues and I contacted the Office of the President. That office said I had to wait up to 2 days for top tier support! 2 Days?

    Summary

    Overall I like their products for my businesses but I can't stomach a company that cares so little about their customer's experience.

    Contact info I was given for the Office of the President (the only US contact info I could find)
    Intuit - Office of the President
    President: Brad Smith
    (520) 901-3280
    oop_tuscon@intuit.com
    wecare@intuit.com

    Good luck if you decide to still deal with Intuit. I'm trying my best to find other options.

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