Beware of using their "support" anyway.
I requested a call from the Help menu last week to ask about upgrading to the new 2022 desktop subscription. I purchased payroll for the year in January, but have to upgrade the accounting software by May 31st. I found the new 2022 subscription version including payroll from a national 3rd party seller. I wanted to know if I could get a pro-rated refund for the payroll I purchased in Jan if I purchased the software that includes payroll. Or if I should purchase it without Payroll this year and upgrade next year to the including Payroll version. ( I believe you can get a pro-rated refund...)
The rep kept telling me if I purchased from the 3rd party I would get no product support from QB at all, zero, zip, zilch. I kept asking questions and he kept saying over and over no support on software purchased through a 3rd party. Then would try to get me to purchase the upgrade from him, right then. Which would have cost me an additional $800+ over what I've already spent this year on PR. I got stuck on the no support, it just didn't sound right. There are so many 3rd party sellers, I couldn't understand why Quickbooks would allow them to sell it if they were not going to "support" it. Finally I asked him "if I request another call and get a different rep are they going to tell me the same thing, or are you just trying to make a sale?"....he hung up on me.
I requested another call, I did not mention the previous conversation as I didn't want to influence what I would get told. She told me the complete opposite. She told me that I could get a pro-rated refund on my current payroll subscription and that the software purchased from any 3rd party seller is indeed supported the same as if I purchased it directly from Intuit. I would have spent around $800 more than necessary if I would have listened to the first rep. I am going to request a call again today and speak to a 3rd person, I feel I need to verify before I purchase anywhere, since when purchasing downloadable software you can not get a refund.
It is absolutely ridiculous that we have to go to these lengths to get "support", especially for a product that has tripled in cost in one year.
I'll update after my 3rd call.
