Yes I just did. My 2020 Desktop Pro ceased working. It will not open and if by chance it does it has no functionality. It can take 1/2 hour to register such an event as entering a date. I worked on this problem two days - used Intuits fixit programs, uninstalled and reinstalled software. Finally, at the end of the second day I had it working. I saved a backup and closed. I returned today to do payroll and the problem was back. I worked on it until 3pm at which time I called intuit. I spoke to an agent and she spent 3 hours repeating all that I had already done. At the end she said it was not something she was able to handle and it needed to go to Tier 2, which I would have to pay for. She offered me the plans and said that they would fix this 1 time for approx $75m or I could by a longer plan, i've been using QB for 20 years and never encountered a need for support so took the 1 time plan. I waited on hold for 45 minutes until the agent was available. I explained I didn't have functionality- couldn't operate the program. He asked what I was trying to do . I told him payroll. He said payroll was not his issue. I tried to tell him payroll was not the issue but he ignored me and said he would find a payroll specialist.
The payroll specialist came on line. I explained the problem. He said that is not a payroll problem. He apologized took my phone number and said someone would call me back in 5 minutes. It took 20 minutes but someone called back. I explained I was supposed to be talking to tier 2. She put me on hold. The connection broke.
I called intuit back. The agent I spoke with Ryka B from technical support listened to my situation and then informed me that I had purchased the 1 time support fee that entitled me to talk to one agent on one phone call and since I had already talked to 2 agents I used my support program. Tjhat after 5 1/2 hours. I refused to accept that and she then informed she couldn't get me an agent anyway because they were closing.
She took my number downand said she will call me tomorrow at 2:30 - which I'll be surprised if she does and if she does I'm not expecting it to be a smooth experience based on today's inability to get anyone the program doesn't work.
