Top critical review
Decent Product but Dreadful, Dreadful Support
on 4 December 2014
Decent Product on the whole. Quite intuitive for non-accountants. Well laid out and easy to get going. The reporting suite is useful as well. The problems start when you hit a small problem or exception. All of a sudden your VAT is out of balance maybe or you try and edit an entry and the product doesn't work. I have an accountant who is very skilled at software & reporting packages and he would agree with the above. Good on the surface but oh so frustrating when things go wrong.
Budget - Rogue line items kept appearing which I deleted, copy across to empty and then "save" and "ok" and open budget again. The Budget wont save with these lines empty. I spent 4hrs with support in Mexico/Phillipines on this explaining it each day. Absolutely mind numbingly tedious.
Bills Due - I accidentally paid a supplier £800 twice as QB keeps showing amounts due in Pay Bills - I go to a Quickreport to review transactions and do a reconciliation and it all balances to zero £800 Invoice & £800 Payment but I go to "Pay Bills" and there the amount is waiting to be paid. Even if I "pay" it in QB it still appears. QB Fillipines helpline - 2 hrs to not resolve it.
VAT - QB has amassed a legacy £15k difference in the VAT account and neither my accountant nor QB can work out what has happened (4hrs on the phone in 6 different calls - no resolution).
The call centre staff in Mexico/Phillipines are trained at quite a low level and they have a shared "subject matter expert" between a large group of them who dips in and out on remote desktop. This means you spend long periods on hold awaiting your call handlers turn with the "expert" . So what should be a 5 or 10 minute call with a person dedicated to your call turns in to a 1 or even 2 hour battle of wits and patience jousting with the call handler who guesses at the problem try and conclude the call by getting you of the phone one way or another (they will call it "resolved" but its really not).