No surprise at all.  I have been an Enterprise customer for over a decade.  I've spent hours upon hours on support phones calls with them, in addition to at least trying to provide polite, insightful feedback and feature requests via their recommended channels over the years.  I don't even bother anymore, other than my venting this last time on this particular thread.

I am quite sure Intuit's MASSIVE umbrella of products and services has an incredibly inadequate support back end.  They're "too big for their britches" as my grandparents would say.  They monopolize the small business accounting software arena, have no real competition.  We all know the effect that has on innovation and product improvement; it's non-existent.

If I stepped in as CEO of Intuit tomorrow, the first thing I'd do is quadruple the support staff, followed by actually consolidating and streamlining the product pathways for all of their product lines so that one hand knows what the other is doing.  Have some cohesion, consistency, and deliberate design across their product lines, from Desktop to Online to Payroll Services to Payment Solutions.  Instead, what you really have are like 10 completely separate, and vastly differently-functioning, companies that simply all share a common brand and ownership.  Other than that, much of their support and experience is a dumpster fire.  There's been no REAL attention given to authentic product innovation on the Desktop side of their product line for years and years.  I understand that their baby...their marketing focus for SMBs...is in their QB Online platform, but they've got THOUSANDS of customers out there who are power users needing an Enterprise-level product like their Desktop versions with a far more robust feature set than their QB Online product offers.  If they want to leave us all out in the dark while they focus primarily on their QB Online platform, there will come a day where that bites them in the rear end....HARD.