* QuickBooks Support Callback Fails On Day One

You can have your software – but not your support – on day one.

I just upgraded to QuickBooks 2007, which comes with 30 days of free technical support. During the purchase-registration cycle, Intuit sent email to an old email address, one which I did not use while purchasing or registering QuickBooks. Neither the software nor the QuickBooks support website provided a way for me update my email address. Both the confirmation emails and a recorded phone message (I tried calling support first) told me to try QuickBooks Support Callback. So I did. Except that after entering my information, I was informed that I was not eligible for support (which I am) or that my business phone number was wrong (which is wasn’t).

I just spent 99 minutes on the phone with four different people at Intuit before support person number four told me that the 30-day free support doesn’t work in the first 24 hours because Intuit’s servers have to update. So the time that QuickBooks users are most likely to have support issues – the day they are installing the software – is the time that support (at least call-back support) is not available from Intuit. Good plan.

I think I got Intuit to update my email address as well, but I think I’ll wait until tomorrow to check.

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