We use Intuit Company’s “Quickbooks” accounting software and are buying the tech support plan at $25 a month. I have used it twice- people are in India and they ask you to rate the call after the call, on a scale of 1 to 7. I gave them a 3 both times – should have given them a 0 on one of the calls- spent 10 minutes and the guy (poor english) kept asking me do you see the button on the right of the screen over and over-I kept saying no button on my screen- I finally asked HIM what version he was using – he said 2006 – it was in January 06- I was using 2005 version as 06 had just come out. Seems they would train them to ask what version as a first question.
Really sucky tech support from Quickbooks in my opinion.
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It isn't just Quickbooks. Many companies have outsourced their support services and there's a growing backlash from customers regarding poor communication. Even if the support person speaks excellent english, cultural differences often cause difficulty.
A couple of years ago, I had a problem with my bank and wound up talking to someone in India. We weren't communicating and I asked to speak to her supervisor. A couple of minutes later, I was talking to some guy in Ireland!!
It probably won't help much, but I would try writing a snail mail letter to Intuit's corporate office. For what we pay for their program, we deserve useful support.
You would be surprised how little companies care about customer service. It cost the company too much and cuts into their quarterly bonuses. Besides that guy in India works for $1000 a year and they don't have to pay any benefits.Just my 2 cents....
It wouldn't surprise me at all, Timby. What's really surprising is their resistance to the complaints they get. People absolutely loath those phone menus but they just keep adding more and more levels.
I've seen some TV ads for a credit card (Citi?) that seems to claim that you can immediately reach a real person if you call. I'd sure like to see how well that works - lol.
I don't care where the person lives that I'm calling as long as they are knowledgable AND I can understand what they are saying. How much would it cost them to have one person work with them on their pronunciation?
Edited 2/16/2006 2:20 pm ET by Soultrain
I have used various versions of quickbooks for 3 different companies over the past 15 years or so. In the beginning they would take support calls with no fees charged, but I guess once Intuit grew substantially I would guess that the number of calls they were getting from folks became unwieldy, and far too costly. I think it is perfectly logical that they charge people for the support calls (although they should be qualified enough to be helpful). Otherwise people will call with all kinds of simpleton questions that take up crazy amount of time, which just makes it difficult for the folks with legitimate issues. I have actually had very good experiences with Intuit support calls over the years. The India/English language barrier has been a bit challenging at moments but honestly I have found them to be helpful. Perhaps you just ran into a particularly weak support person.
I have called twice both times were bad.
Can't change it, but you can laugh at it.
Go to: http://www.illwillpress.com/vault.html
& click on "Tech Support", or "Tech Support II"
You might feel better...........
There is a free forum with good help. The people are all normal folks like us, and the folks that answer are QB nerds that know what they are talking about. It makes good general info if you use QB, and can be searched and posted easily. It has bailed me out many times in the last few years. I have used QB for 7 years, and only called them once. For what the tech help costs, I can find answers faster, better, cheaper.
Here is the link:
http://66.70.248.104/.forums/index.php3?s=259be071a0f8d43508a7007f0262f2ae
Thanks acornw!
For the record, I hate Intuit!
A story about India: My son in law does Catia design work. He almost went over to India to train them to do Catia design. Anyways, the Indians are big into this type of design. Unfortunatly, they are charging per day, what our Americans are getting paid per hour!
As you might expect, the design industry is experienceing significant wage rollbacks. My SIL says he has about two more years tops at decent pay. By then, the Indians will have enough people trained in the latest version to undercut everyone in America.
blue
There is also a forum over at at JLC.
Hang up. Tell them why first then hang up. Everybody needs to do that.
Ugha Chaka! Ugha Chaka! Ugha, Ugha, Ugha, Chaka!
I've been trying to get a $100 piece of equipment (no sign-offs required) since early November. Our purchasing is now outsourced to India. The order finally went through in early January, but somehow it then fell off the edge of the earth. So they had to start all over.
At my "burdened" rate they've probably wasted $1000 of my time with this thing.
happy?