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.