We recently signed on to work with a small production company, setting up the books for their upcoming docudrama.
The decision to utilize Quickbooks for this project was an easy one, as the production company's producing partner has very specific report requirements, most of which follow a Quickbooks specific format.
The setup was going smoothly - we created the chart of accounts and journaled in all activity to date. But that's when we noticed that our reports were reflecting different account numbers than the ones we'd setup in Quickbooks!
Unable to figure out how or why this very odd glitch was happening, we began the very lengthy process of calling Quickbooks customer service. We'll spare you most of the excruciating details of this 1 hour, 40 minute call, but here's a quick recap:
- Quickbooks customer support requires a customer to be on the phone while they attempt to fix the problem. If you disconnect they simply close the case.
- They will not research the problem / glitch on their own time and get back to you with a solution.
- They do not provide case numbers or ticket numbers for you to refer to in the future.
- If they are unable to fix your problem (which was our situation) they have no way to escalate it and so you are basically out of luck.
Unable to stay on the phone indefinitely, especially when the agent had no idea what was causing the issue, we had to disconnect with the representative with no solution and nearly 1.5 hours of wasted time.
There is no doubt that we are committed to finding a work around for our customer. There is also no doubt that we've lost our faith in Quickbooks customer support and will be rethinking our commitment to their software. After all, if they can't support their customer, I'm not sure their customer should support them.