QuickBooks support is slim to none.  The majority of that team are inexperienced in accounting and QB software - they all speak a sub par English and are hired out from a third world county.  I never call their support line anymore because has always been a huge waste of my time leaving me more frustrated than when I started.  All of my clients who have contacted the support line have complained about this issue and I advise them not to bother calling their support.  Plus many accountants and bookkeepers that I know agree with this as well.  Unfortunately there is no solution if you are dealing with QuickBooks support.  Even though QuickBooks is one of the leading accounting bookkeeping software's out there.  But because western world is so service focused, I'm sure that with the advancement of technology that this software will be ousted by another at some point in the very near future.