@25 yrs and now thisExactly. I've been trying my best to get through to them (management) over the last 14-15 months or so. You may as well request a audience with the Pope, you'll have more chance of getting one.
They are delusional if they think QBO is any kind of replacement for Desktop.I've never seen any kind of engagment other than the USA based support team on and here, oh and their army or reply bots posting the same thing over and over again.

I moved both my businesses early last year and ran them both side by side because I couldn't trust QBO. Now that has ended I feel exposed to be frank. No ability to regularly download a backup is scary.
All these missing basics, which are pretty much all easy fixes, missing logos, extra fields etc. Up to about 18 months ago you could do all the custom field using XML template, but they dropped it in favour of going back to fixed templates. Obviously was too hard to invest money into the platform.