I sure do resent the torture that one now must go through to register QB2009
Having used QuickBooks since QB 4.0, it sure is annoying to now have to call
in to register QB2009, and then to have to fight off the mandatory
double-talk sales pitch where they try to get users to purchase additional
services. Aside from having to call in in the first place, what I really
dislike is the deceptive way that they word their pitch when trying to get
people to do things like upgrade their level of payroll service
subscription. They use terms like the standard payroll is "outdated" for
QB2009, and that they "no longer support" standard payroll and therefore --
for QB2009 -- you need to upgrade to "enhanced payroll".
I could go on, but I think I'll stop here before I start getting into
thoughts of unfair and deceptive acts and practices, etc.
If it is really blatant (probably deliberately not given the size of
Intuit and the number of corporate leagle beagles they've bound to have
had review marketing ploys), one could always file a complaint w/ your
State AG office for consumer affairs, wherever that may be in a
particular State's bureaucracy.
Of course can't ever hurt to cc: Intuit Corporate on a copy of a such a
notification; the worst they can do is ignore it... :)
For what it's worth, I've sent a link to this thread directly to a
program manager at Intuit.
Thanks for doing this!
I've been finding more and more complaining about this on various forums and
else where on the Internet.
Here's an example of just one from an Amazon.com buyer's review of
"Registration Scam May 20, 2009
Knight (Metairie, LA)
1 out of 1 found this review helpful
My how the mighty have fallen. QuickBooks has instituted a registration
scam. You are required to call in to a foreign call center to get an
activation code. What you must endure to get the code is endless questioning
about the confidential information on your business accompanied by horrible
high pressure sales pitches for every conceivable useless product.
QuickBooks has systematically increased prices and broken out core pieces of
its software to make them subscription services. This is the last time I
will deploy QuickBooks. Will start looking for a reasonable competing
One other thing I want to suggest: go in to QuickBooks (once you
registered) and under Help, choose Give Product Feedback. People can
then let Intuit know what they thought of the registration experience,
this is then QUANTIFIED by a really smart database on the back end.
I hope this helps!
I will do that. Thanks. Ordinarily, I would skip something like that
because I don't trust them and their motivation. But, since you said they
do collect the data, I'll definitely do it.
No, the problem is they just won't take no for an answer. I just did an
enterprise version upgrade the other day and the business manager is
quite sensible and has the patience of a saint.
I did the mandatory call and they refused to allow the software that was
purchased to function because they "must talk to the business owner"
even though it is the standard practice of every other software vendor I
have ever dealt with to provide whatever authorization is necessary to
use the software that was purchased to me with at most asking a question
or two to verify. I replied that I was the only one available and would
you just allow the end user to use the software they purchased. The
answer was that they must talk to the business owner.
I put the business manager on and she said very politely "no thank you,
we purchased the software please provide the authorization information"
they kept badgering her and she repeated herself, they still kept
badgering her and she repeated herself again. She realized she was going
nowhere and couldn't simply have the ability to use the software they
purchased so she fed them a pile of bogus information. After that she
said "what is wrong with these people?"
I my case, I had to go through that nonsense when calling in to register our
company's QB2009. I am in charge of the company, but we have our in-house
person who actually uses the QuickBooks software listed as the contact for
our payroll service subscription etc. The guy on the phone kept insisting
that he speak with her. She wasn't there and I told him that. I also told
him that all I want to to is register our company's copy of QB2009. They do
the scripted routine of saying that while they are waiting for the
validation code to be generated, they need to ask a few questions. I said
that I don't want to answer any questions or give out any information about
our company, and I don't want to be sold anything -- I just want to register
the QB2009 that we purchased. He said he is not a sales person and he is
not going to try to sell anything -- he is "customer service". Then he
proceeded to tell me that the standard payroll service that we already have
is "outdated", and that Intuit no loner supports standard payroll. He said
that now that we have QB2009 (we had QB2006 before), we need to get
"enhanced payroll" and that -- while we are waiting for the validation code
to be generated -- he is going to go ahead and enter the service code for
the enhanced payroll and we'll be able to begin using it immediately. He
said the cost is just about the same as the standard payroll that we were
(are) using --- just about $10 more a year total. That was a lie. And, he
said the good news was that he was going to credit me for the standard
payroll service we already have, so instead of having to pay something like
$350 now, we would only have to pay $95 now and we could begin using the
payroll system right away. Total crap.
I said we already have standard payroll and it is working and I asked, are
you saying we can no longer use that? And I said, why can't I just register
the software that we bought and then we can always look at the various
payroll options later on and decide what we want on our own without having
to do it over the phone. He said he is not a salesperson, and he is just
doing this now so we won't have to be bothered by them calling us later to
tell us about the enhanced payroll. I said that we don't want them calling
us about anything -- we just want to register the software we purchased.
I am generally a QB fanboy too. The software does a lot and it does it for
a reasonable price.
Unfotunately, they have an almost 100% share of the market for their type of
product. So, I guess they think they can just do whatever they want since
users have no where else to go. I wouldn't even mind so much if while they
had me on the phone they said they have some other program or service
options that may interest me and asked if I wanted to hear what they were.
But, instead, they make it as though you have no choice but to give them
information about your company, and then they relentlessly use double-talk
and deception to up-sell products that people do not need. And, by forcing
a call-in to register the product, one's product registration is held
hostage while they do this. And, in my view, it doesn't help that the
shipped those so-called "customer service" jobs overseas to underpaid
workers with heavy accents that make the communication process even more
difficult to comprehend.
It doesn't look like Microsoft Office Accounting is caught up yet in terms
of features etc., but it looks like they are trying to get there. Right
now, it costs roughly the same as QuickBooks, but with less features.
Meanwhile, QB has been pushing QB2009 with one-day discounts, and even
one-day "free" deals (after mail-in rebate) stores like Staples. So, maybe
they feel Microsoft chasing them.
I think that Microsoft should offer their Microsoft Office Accounting either
for free, or for like $25, or maybe for free with any paid add-on service
such as payroll. That way, they would build up a huge customer base, and
then as they improve the software, they will be able to compete with
Haskel LaPort wrote:
"A September 5, 2005 Business Week article said that QuickBooks had 74%
of the market. A June 19, 2008 Intuit Press Release said that as of
March 2008, QuickBooks' share of retail units in the business accounting
category reached 94.2 percent, according to NPD Group."
According to <http://en.wikipedia.org/wiki/QuickBooks
That they have the lion's share is unquestioned; it seems they have
increasingly begun to utilize that circumstance since they achieved a
user and lucrative to Intuit. They obviously have to remain in business
but there's much of what they've done that seems to me to have no
justification _except_ to generate revenue.
I doubt anyone is saying they shouldn't be able to generate revenue.
What folks resent is the inability to use the product they purchased
without a mandatory muscling session. I can't think of anything else
sold that way where you just can't politely refuse and be able to use
what you purchased.
Imagine going to the "intuit hotel". You make a reservation and pay with
your credit card you have stayed there before and they know you. Its a
long day and you walk up to the desk. Instead of being given your room
key/card you are told that it is mandatory for you to spend ten minutes
providing additional information about your travel habits, additional
personal information and you must listen to multiple sales pitches
before they hand you the room key. Would that work for you?
It's been quite some time since that occurred... :)
The problem generally isn't initial but recurring and upgrade costs.
Hey, it's usenet--ain't that the spot for hyperbole????
Sure, forget about service, etc. :)
I don't have a problem w/ Intuit making a profit; I have a problem w/
deliberately breaking a product's previous functionality removing
components in order to increase revenue...
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