This is not personal MARK, you wrote this in your recent reply, in THIS THREAD. "We haven't received any reported issues about opening a saved PDF file that is attached to a transaction. Let's run some troubleshooting steps to get this resolved."
I seriously couldn't believe I read that response. Who is we???? You? Your team? Anybody on any customer service team? Are the people we chat with not on a team? ANY????
I am gob-smacked. Unbelievable! The issue is that opening a pdf attachment does not work in the same manner that we were used to is the core of the real problem in this thread. I'm now trying to find out the official QB answer. Was it intentional to change that behaviour and if so, I'd actually like to know if it was intentional to not advise users?
I didn't want to get into this, but now I am going to show my correspondence resulting from my case number. In fairness, I did get quick responses, but I'll let you decide for yourselves exactly whether I've been answered properly within the context of this entire thread.
Their first immediate email for the case simply asked me to screen share to help solve this. I did not include that first e-mail for the community to read as it was simple enough to understand.BTW, I did not screen share as I had tried to on the original chat.
So, MY RESPONSE TO THEIR FIRST E-MAIL....
Thanks for getting back to me.
After our chat, I went to the QB community. I searched in the Canadian side and found zero information. I was totally disappointed. However, I found information on my issue on the US side on a thread. It appears that the feature of having an attachment show in a separate browser has been taken away from us in what appears to have been a QB online update somewhere around the date of Nov 6th? However, I have seen nothing official on this.
I have several issues with this thread information. I am going to provide a link to the question that was asked in the thread. I want you to read the questions, comments and more importantly, the responses from employees or so-called …experts. Then get back to me and report as to why, and how, that thread hasn’t been taken more seriously? Why are your cohorts not aware of this issue? Why can’t anyone provide PRECISELY, what is going on with this issue?
It is very apparent, that your company is severely lacking in customer care. From what I can see from this thread is a lot of useless advice that has been spewed out from chats with people like yourselves. What the most glaring thing, in my mind, is that “you”, or others that are currently fielding these chats, are still not aware that what I was trying to solve, has perhaps been taken away from us? At least according to this thread.
A screen share is not important at all. You don’t need to discover the problem. The problem is to answer the question whether there is a plan to fix the issue? The important thing for the community to know is whether this was a planned change, and if so, why does it appear to be a secret? Is the company embarrassed to advise of downgrades?
In many minds of customers, this is a downgrade. Perhaps asking the marketing and code people the rational for doing this is more important, especially if this is going to be permanent? Customers need full transparency.
I look forward to hearing your replies to these questions. You might actually come out of this looking like a great rep if you rattle the right chains to get to the bottom of the questions and perhaps, the most important one, is why don’t you know, even today before sending this response to me now, about the correct answer from those on your team above you?
I may add the text of this email, without names, to the thread. The community needs to know what is being asked of you. I will base that decision on your response and what if any corrective actions have been taken.
This is the thread!
This is all in the interests of improving customer support.
Please read it before you respond, because as far as I can tell, another rep did not do so during this thread which is not a good reflection on customer service. You sound like you’d like to solve this at this time whereas, a refusal to at least read the thread wouldn't give that impression. BTW, if I were you, I wouldn’t be taking the responses received in the thread as definitive and I would be seeking the correct answers.
We would like to see someone with authority provide correct answers.
Thanks for getting back to me.
Awaiting your response.
THE REPS SECOND RESPONSE WAS REALLY QUICK...IT IS AS FOLLOWS...
First of all, I just wanted to apologize for the inconvenience. I have read the article link provided to the thread. We acknowledge that this is an issue either to the software itself or the browser set up. However, I just wanted to get it straight that there were no changes made regarding the attachment feature and functionality.
Please bear with me as we figure out this together. It can be done by doing a screen share to document the behaviors and click path.
MY E-MAIL TO THEIR SECOND E-MAIL IS AS FOLLOWS.....
There were two pages with over 30 postings in that thread.A screen share is not necessary. A screen share will show that when I try to open an attachment, the attachment does not open in a readable form as it used to. The only thing available is to save the attachment back onto your desktop. Does that not sound stupid to you? Did you not read that in the thread? Why are we attaching a document that can’t be easily read? We could just click on the attachment. Now we have to re-download from the link provided by the attachment.
What is there to understand?
Your system does save an attachment. Your system opened an attachment in a new tab. Your system now opens a new tab, where we now need to download it back onto our desktop to be able to view it. How truly dumb is that?
One more opportunity to answer before I post to the community my findings.
Thanks
THEIR RESPONSE TO THE E-MAIL I SENT DIRECTLY ABOVE.....
Thank for responding to my email..
Again, we need to check the browser preferences. We need to rule out the possibilities why this issue has occurred.
MY FINAL E-MAIL IN RESPONSE TO THE LAST EMAIL
I provided all that is necessary. The thread presented the problem. The browser settings have nothing to do with this. I am going to add the responses(edited to conceal names) from you to the thread.
In the meantime, perhaps, if you have access to a fake QB Online test account, you might be able to find an old expense entry attachment made before Nov 6th and open it to see what you’d have as normal viewing behaviour. Then, you can make a new transaction and add a pdf to it, then open it. Knock yourself out.
My point now is that nobody knows what the other person is doing. Very frustrated.
FINAL THOUGHTS
. I tried. I led the horse to the water, but I still could not make it drink. I still can't believe Mark's response above came out the way it did, especially within the context of this thread.
Moderators with the official authority to speak on behalf of QB, please feel free to address the attachment feature's current inability to display without a download back onto our desktops. If I've missed something, please correct me.
Tell us when you did it, why you did it, why there has been no heads up so far that I've found.or missed, other than this thread, why the help team mostly still knows nothing about it to this day….or best yet….are you planning on putting it back?
Sincerely awaiting a knowledgeable response and communication on the app.
