@parkeast007 @BigRedConsulting 

You are spot on.  It is surprising how many of the issues posted on this forum would fail to exist if members were using local bookkeeping and payroll services.

Intuit has seen a 42% increase in revenue, a 32% increase in net income, and shareholders have seen a 26% increase in dividends over the past two years according to their 2021 10-K filing.  You're likely to see that increase even more with subscription-based QBD beginning in 2022.  When management sees those types of increases, it's natural to think everything is fine.  The expression "You can't manage what you can't measure." is apt here.  It's impossible to measure the negative impact of poor customer service when all indications point to strong growth for the company and increased shareholder return. 

The end result of this poor customer service is an increasingly dissatisfied customer base.  Unless there is a wave of defectors, the downward trend of poor customer service will likely continue.  I assume that we all feel that the overall level of customer support, across most industries, has been on a steady decline.  Blame it on the pandemic or whatever else, but the bottom line is that the world will continue trending toward more of a self-support model where "help" is posted online instead of in real-time and the customer shoulders more of the burden for fixing their issue.  That's where your suggestion about using a local bookkeeping service comes in - you have an actual person to talk to, in real-time.