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More QuickBooks Sunsetting Tricks From Intuit

By Ed Foster, Section UnFairUse
Posted on Sat Jan 31, 2004 at 03:44:01 PM PDT

As we've seen, the sun never sets on Intuit's attempts to force QuickBooks customers to upgrade through its "sunsetting" policies. But while they should be used to it by now, many QuickBooks 2002 customers are nonetheless reacting angrily to an Intuit e-mail that says they must upgrade their software by April 30, 2005 in order to keep using the Do-It-Yourself Payroll service.

"Intuit strikes again," wrote one reader. " I just received an e-mail from Intuit stating that 'on April 30, 2005, your Do-It-Yourself Payroll service will no longer function' unless I upgrade to a newer version. I understand that software can't be supported indefinitely but there are two factors here that make this seem less acceptable than normal. 1) It's too soon. The software will be less than 3 years old. Compare that to Windows 98 which has been supported now for about 5-6 years and which the public has persuaded Microsoft to continue for another couple of years. 2) The payroll service is a profit center for Intuit! This isn't free support they are dropping. They charge a hefty fee for it! Are they saying they have so few QB2002 customers it's no longer profitable? I don't think so! Guess we need to form an open-source group and start writing a replacement! This company has been causing grief long enough!"

The Do-It-Yourself Payroll service costs $169 a year and is the successor to the tax table service we've watched Intuit use to force QuickBooks customers to pay for a former feature of the program. Those who wish to continue to use QB 2002 to generate their payroll will therefore have no choice but to upgrade. Do-It-Yourself Payroll for QuickBooks 2000 and 2001 customers is due to be retired on April 30, 2004.

What is more, according to Intuit's sunset policy, payroll subscribers must upgrade by the sunset date "in order to receive the full 12 months of your Payroll subscription." In other words, even though you've paid for a full year of the payroll service, you must upgrade or lose the remaining months. That is downright nasty.

Even readers who were aware of Intuit's sunset policies expressed resentment over the tone of this latest e-mail. "All this sanctimonious baloney about how 'we are doing this as part of an ongoing effort to provide high-quality support' makes me sick," wrote one offended QuickBooks customer. "How does cutting off all support provide us with better support? Then they have the gall to say that this is their way of saying 'thank you' for being a valued QuickBooks Do-It-Yourself Payroll customer."

Well, this is Intuit's way of saying thank you to its valued QuickBooks customers, and it has been for years. QuickBooks customers, you have a choice. You can see the light, or you can ride off into the sunset.

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More QuickBooks Sunsetting Tricks From Intuit | 58 comments (58 topical) | Post A Comment

And when you do drop them...[ Reply to This ] (none / 0) (#1)
by Anonymous User on Sat Jan 31, 2004 at 07:26:18 PM PDT

...you get an e-mail with the following footer:

Please do not reply to this email. This message was sent to inform you of a critical matter. You will continue to receive notifications that could affect your service or software even if you opted not to receive marketing e-mail from Intuit. You are subscribed as: {my e-mail address}

Jerks.

[ Reply to This ]

intuit ripoff[ Parent | Reply to This ] (none / 0) (#37)
by dbf1120 on Mon Jul 31, 2006 at 07:31:24 AM PDT

I had to upgrade my quickbooks last year. I was using Pro99. I was told that I had to purchase the 2005 & 2006 version. It was a friday & I had to get payroll done. I paid them by check over the phone. Just received an email from them stating that I needed to renew again by Aug. 25th & if I didn't call, they would automaticly deduct it from the acct. they have on file. When I called to raise heck, they said that I was signed up for the enhanced payroll. I am a small company with 3 employees. I do my own payroll & my own taxes. He then stated that I needed to call back before Aug. 25th to switch to basic payroll. I tried to explain this to the stupid customer service last year, but she didn't get it. I'm tired of being ripped off by these crooks. Is there not anyone who controls these software scammers? Could someone please advise. Thank you

[ Parent | Reply to This ]

yes[ Parent | Reply to This ] (none / 0) (#149)
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[ Parent | Reply to This ]

Shocking[ Reply to This ] (none / 0) (#2)
by Anonymous User on Sun Feb 01, 2004 at 01:06:10 AM PDT

Okay, the subject is a bit mislead. There is nothing shocking about what Intuit is doing. They have, hands down, the worst customer support I have ever encountered. In this industry, where customer service and support aren't even brought up to the level of and after thought, that is saying a lot. I had experienced repeated data corruption with Quicken 2003 for the Mac. It is a known problem, complained about in many newsgroups and forums. When Quicken wiped out over $3,000 in transactions, I called to complain. I was told that I would need to pay to get someone knowledgable to talk to me -- yes pay, for a known bug -- but that I would be told to simply upgrade. Upgrade? When a financial product that I am supposed to trust with my data corrupts it, I am supposed to upgrade to a newer version? Are these people serious? Unfortunately, yes they are. I tried to call up through the main office to see if I could get a hold of someone with authority, but had not luck. I also wrote them a couple of lettes (very cordial, explaining the situation and my frustration, but no name calling). To date (months later), I have yet to receive a single response. All this, plus the numerous other tales of horrible service from Intuit, has led me to believe that Intuit does not care one bit about its customers. So, I am no longer a customer. What's more is I am the guy who, when I see someone pick up an Intuit product in a store, immediately dash over to explain why they should consider using a competitor's product instead. So far I've been very successful at this. Still waiting to hear back from Intuit. I gave up holding my breath as soon as I finished my first phone call with them.

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I agree totally (and I'm a shareholder)[ Parent | Reply to This ] (none / 0) (#3)
by IanC on Wed Feb 04, 2004 at 12:04:09 PM PDT

My gripe is with thier Turbotax software (Mac version). Every year, I get the federal and two states. Every year, I get a deal where I get one free state download and one state on CD. Every year, I ask if I can download both the states since the CD doesn't show up until the end of February and I want to do all my taxes at once. Every year they blow me off. It's vitrtually impossible to get hold of anyone at the comapny and when you do, they just spout the party line. Why even both having a customer service department?

[ Parent | Reply to This ]

You're a shareholder?[ Parent | Reply to This ] (none / 0) (#4)
by kamnet on Thu Feb 05, 2004 at 09:09:34 AM PDT

Why bother continuing to invest in a company which CLEARLY has not just apathy towards its customers, but open hostility?

Put your money where your mouth is, invest in something better.

[ Parent | Reply to This ]

Investor vs. Customer[ Parent | Reply to This ] (none / 0) (#5)
by dliesse on Thu Feb 05, 2004 at 09:42:36 AM PDT

This is mixing apples and oranges. Intuit doesn't get a dime from someone buying its stock. Being a good company and being a good investment are, unfortunately, two different things. As an example, I refuse to fly Southwest Airlines because I don't like their service model, but other people do and I'm glad to have the stock in my portfolio.

[ Parent | Reply to This ]

Huh?[ Parent | Reply to This ] (none / 0) (#6)
by kamnet on Thu Feb 05, 2004 at 11:48:46 AM PDT

If Intuit has no financial gain from selling stocks, then why sell stocks? That's why it is called an investment. :-)

Perhaps its just the simple, naieve farm boy in me, but I've learned since I was a child that you don't sow your seed in the weeds where it will be choked out, you sow it in good, clean and fertile soil where it will not only grow, but produce a harvest for everybody to share.

I refuse to provide any sort of support to companies who fail to do right by their customers. If you want to make a choice of good investment over good business, I can't stop you but I certainly cannot applaud you for it, either. You may not think yourself a hypocrit for doing so, but consider what your investment in this company really stands for.

[ Parent | Reply to This ]

Just to clarify[ Parent | Reply to This ] (none / 0) (#7)
by dliesse on Tue Feb 10, 2004 at 11:31:01 AM PDT

A clarification, and then I'll drop it since we're getting off the technical track here. When a company originally issues its stock, yes, it gets the money. From then on, all trades are among investors and the company doesn't see a dime of what changes hands (unless, of course, the company is buying or selling its own stock). You and I may both buy at the IPO, but if I sell to you later the company won't see any of what you pay me.

[ Parent | Reply to This ]

missing one point about sin stocks[ Parent | Reply to This ] (none / 0) (#12)
by Anonymous User on Tue Mar 02, 2004 at 03:10:21 PM PDT

you also have the choice of investing in a company and running the risk that it will create above-average returns, at least in the short term, while mistreating its customers, versus other companies with potentially lower returns and better customer treatment. in theory, treating customers better yields better long-term returns, but there has also been a lot of money made in "sin stocks" over the decades. selling a stock because it treats its customers poorly may be cutting off one's nose to spite one's face. in the end, it's your choice, either way......

[ Parent | Reply to This ]

Intuit[ Reply to This ] (none / 0) (#8)
by Anonymous User on Tue Feb 17, 2004 at 12:18:59 PM PDT

Kinda funny: Next to an article that would discourage consumers from buying any Intuit products are sponsored ads for buying Quicken and Quickbooks. :)

[ Reply to This ]

yes[ Parent | Reply to This ] (none / 0) (#144)
by maderikapapa on Fri Jun 27, 2008 at 07:51:22 PM PDT

Small Ironies[ Reply to This ] (none / 0) (#9)
by mdschaal on Tue Mar 02, 2004 at 01:10:04 PM PDT

Not to get too far off the topic, but I did find it a little ironic that PC Mag ("Da mouthpiece of da industry") selected Intuit's founder, Scott Cook, for their Lifetime Achievement award, and HP's Carly Fiorina as their Person of the Year for 2003.

I have no desire to detract from either person's achievements. However, given the problems reported in your columns, I did find just a smidge of irony in their selection...

[ Reply to This ]

yes[ Parent | Reply to This ] (none / 0) (#141)
by maderikapapa on Fri Jun 27, 2008 at 07:02:33 PM PDT

When will people learn?[ Reply to This ] (none / 0) (#10)
by n0vyy on Tue Mar 02, 2004 at 01:19:31 PM PDT

I got fed up last year with a combination of Intuit's "phone home" tax software and the unwillingness to provide the unlock code for a paid-for, fully licensed, copy of QuickBooks which was "no longer supported" when a re-install was needed. This last year I bought the competitor's tax software, and guess what? It read the data from last year's Intuit program. Intuit users should either quit complaining, or spend their money elsewhere. Loren

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Intuit Upgrade Policies[ Reply to This ] (none / 0) (#11)
by Anonymous User on Tue Mar 02, 2004 at 02:05:58 PM PDT

I've used Quicken, Quickbooks, QB Pro, and TurboTax for many years, and have recommended the products to my friends and customers all that time. I've have been watching this trend for some time now, and my relationship with the company ends as of now. There will never be another recommendation from me, nor will I ever buy another of their products myself. I still recall the Lotus requirement that I start 1,2,3 with the original disk installed, and I've never purchased another Lotus product since - I won't forget Intuit's arrogance any sooner.

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cute ads accompany the article on Intuit...[ Reply to This ] (none / 0) (#13)
by Anonymous User on Tue Mar 02, 2004 at 03:13:47 PM PDT

Ads by Google Intuit Quickbooks Pro Compare Prices at 40,000 Stores. Find the Best Deals on Software! BizRate.com Same Day Shipping Check out our prices on all of your Quickbooks Pro 2003 needs www.geminicomputers.com QuickBooks University Free Training and Tutorials. Learn QuickBooks Fast. Get Certified here www.QuickBooks-University.org Intuit Quickbooks Find the Best Prices on Software Compare Products & Stores to Save www.pricegrabber.com ROTFLOL!

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intuie[ Parent | Reply to This ] (none / 0) (#14)
by Anonymous User on Tue Mar 02, 2004 at 10:55:48 PM PDT

I almost peed myself reading this. thx for the laugh!!!

[ Parent | Reply to This ]

yes[ Parent | Reply to This ] (none / 0) (#140)
by maderikapapa on Fri Jun 27, 2008 at 07:01:34 PM PDT

Thanks Ed, and others who've warned about Intuit[ Reply to This ] (none / 0) (#15)
by Anonymous User on Wed Mar 03, 2004 at 09:21:34 AM PDT

I got my Quicken 2003 for FREE! I had been using Managing Your Money (DOS version) and CheckFree for years when suddenly CheckFree pulled the plug, sent me a free CD and suggested I start using Quicken and Quicken Bill Pay. I have been unable to successfully install the free software, and am not going to pay Quicken to talk to me. Now that I've read the other comments I'm happy I haven't spent money with Intuit and don't intend to in the future. Thanks for the lessons learned.

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yes[ Parent | Reply to This ] (none / 0) (#142)
by maderikapapa on Fri Jun 27, 2008 at 07:02:40 PM PDT

QuickBooks Stranglehold[ Reply to This ] (none / 0) (#16)
by dpolsen on Tue Mar 30, 2004 at 05:57:26 PM PDT

I've been a user of QB since version 4. (and Quicken before that). I wouldn't mind paying Intuit for their software if they fixed the problems and added features. The only features they seem to add are the ones which generate on-going revenue for Intuit and minimal value to QB customers. I've threatened to write my own version of QB because of the problems that they've never addressed (or maybe they've included it in the $500 professional services edition). The payroll "service" gripes me. I took a couple of hours to write an Excel spreadsheet that performs all the payroll calculations for my company. When the new Schedule 'E' arrives, it takes me less than 15 minutes to update all the new tax tables that Intuit charges $169 for. (I always wanted to be paid over $600 per hour!). Point me to the anti-Intuit stronghold and I'll join the jihad!

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yes[ Parent | Reply to This ] (none / 0) (#145)
by maderikapapa on Fri Jun 27, 2008 at 07:57:33 PM PDT

Quickbooks 2002 Sunsetting[ Reply to This ] (none / 0) (#17)
by Anonymous User on Wed May 05, 2004 at 12:41:52 PM PDT

Well after reading all of the grips and posts about Intuits sunset polocies I guess none of your readers ever have been a support tech in a call center. I personaly worked as a support tech for years while I was getting my BS in Information Technology. I understand the point that in order to provide to quality support to those customers who have newer versions of Quickbooks, Intuit must sunset older products. Then there was the statment that we have to purchase our DIY Payroll wait a minute, So you want to use 3 year old software to keep accurate financial information. That to me, being a buisness owner, doesnt sound to good. Thats like telling me that there was such an outrage that MS decided to keep supporting Windows 98. Well if your still using windows 98 then your business isnt doing very well or your not keeping up with technology. When I call technical support for quickbooks, I dont want to wait on hold for 3 hours because someone who purchased QB 2001 four years ago is calling in for an antiquated product to be supported when I just spent money on upgrading to 2004 pro and a support agreement. No matter what you think, Intuit is in the same market you are in, to make a profit. And I for one understand that those who buy a product once and then never buy a product again will not keep a company in business and people employed.

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Sorry, I simply don't agree.[ Parent | Reply to This ] (none / 0) (#18)
by kamnet on Fri May 07, 2004 at 03:18:09 PM PDT

Well after reading all of the grips and posts about Intuits sunset polocies I guess none of your readers ever have been a support tech in a call center.

Please don't make assumptions. All the crow it causes you to ingest is bad for your gullet. :-)

So you want to use 3 year old software to keep accurate financial information. That to me, being a buisness owner, doesnt sound to good.

If it ain't broke, why replace it? As a business owner myself, the less I have to spend on an item, the happier I am. The longer an item works, the happier I am. We're dealing with software code that, for the most part, rarely changes. And if it does change, it should change for the better of the consumer. Intuit is not claiming that all these copies of their old software no longer function proplerly - it either functions or it does not, and if it didn't then it would have failed 3 years ago and not on this sunset date. The only changes being made here is that Intuit is reneging on services that work perfectly fine in order to generate more income for themselves.

Well if your still using windows 98 then your business isnt doing very well or your not keeping up with technology.

My business is doing just fine and I have no need to keep up with upgrades and technology just for the sake of doing so. Again, as long as the software WORKS, there should be no reason you ever have to upgrade it or replace it if you're satisfied with it.

When I call technical support for quickbooks, I dont want to wait on hold for 3 hours because someone who purchased QB 2001 four years ago is calling in for an antiquated product to be supported when I just spent money on upgrading to 2004 pro and a support agreement.

Would you like some more cheese with your whine, buddy, 'ol pal? If I've paid for tech support, then I should be treated the same as you. If I'm paying *extra* for tech support because the support that initially came with my product expired, you better believe I won't put up with being shafted just because you want to throw a hissyfit. Now granted, if it is an older product that the company wants to provide technical support for, I can understand having to wait a little bit longer on hold. However, having worked in technical support where I was providing support for older and non-warrantied products, you're not going to be waiting in the same queue as somebody who is waiting for QB2001 support. And if you are, then Intuit has bigger problems.

[ Parent | Reply to This ]

Just sending email invoices for quickbooks 2001[ Parent | Reply to This ] (none / 0) (#19)
by melloman on Thu May 27, 2004 at 10:20:41 AM PDT

When Quickbooks pro 2001 came out, I could email an invoice right through my servers, no problem. Now.... I can't do anything with emailing an invoice. Intuit decided that we needed "business services" to handle a simple email to a customer. Now with the product sunsetted, I can't get the old way of doing things to work without paying for some service I will never recoup the money from. I don't send loads of invoices out, I am a one man show here, and the price of the service is way out of line with the benefit. I don't do paypal invoices, take plastic, or many other things. I just need the damn thing to send invoices via email, and print the rest.

[ Parent | Reply to This ]

Yep it's offical Intuit hates their customers[ Parent | Reply to This ] (none / 0) (#20)
by spocko on Thu May 27, 2004 at 09:42:50 PM PDT

1)Yeah it's true Intuit hates their customers. I heard they call them "users" just like people who do drugs. 2)When a company starts isolating themselves from the customers with fewer and fewer methods for the customers to reach anyone but the poor tech support people they are in a decline. 3)When they have some sad sack employee post anonymous support for their lame policies on Ed's Grip line board. You know they are in sad shape. But luckily they have a huge monolopy and people don't really know how easy it is to switch or what to switch too. I'm thinking that QB2003 will be my last Intuit product.
Spocko. Author of www.spockosbrain.com the blog that is sweeping the nation! Now with 19 readers!
[ Parent | Reply to This ]

yes[ Parent | Reply to This ] (none / 0) (#143)
by maderikapapa on Fri Jun 27, 2008 at 07:51:19 PM PDT

yes[ Parent | Reply to This ] (none / 0) (#148)
by maderikapapa on Fri Jun 27, 2008 at 08:16:48 PM PDT

Why upgrade? Have accounting principles changed?[ Parent | Reply to This ] (none / 0) (#21)
by pfaut on Thu Jun 03, 2004 at 08:25:07 AM PDT

So you want to use 3 year old software to keep accurate financial information.

There comes a time in the life of most software applications where the product should be considered "mature". At this point, it has all of the features most users would want in the product. There's no reason to upgrade from this point because there no new functionality to be gained by doing so.

Unfortunately, software vendors make money by selling new product. They can't sell a new version unless it has significant new features. At the point of maturity, their products can't be enhanced by adding new features so new bells and whistles are added and disguised as new features to make the product look new and attractive. People who understand the disciplines that the program implements can see through this and realize there's no real need to upgrade.

Accounting principles don't change too often. Quickbooks already implemented most of what small businesses needed from an accounting package years ago. It is a "mature" product.

At this point, Intuit is either adding bells and whistles or pulling out functionality so they can sell it separately on a subscription basis. Where's the value in upgrading here?

[ Parent | Reply to This ]

not antiquated[ Parent | Reply to This ] (none / 0) (#28)
by Anonymous User on Wed Apr 12, 2006 at 08:51:19 PM PDT

the thing is, it's not "antiquated". The rules of accounting don't change every time Quickbooks makes one of it's stupid updates.

[ Parent | Reply to This ]

yes[ Parent | Reply to This ] (none / 0) (#139)
by maderikapapa on Fri Jun 27, 2008 at 06:38:13 PM PDT

yes[ Parent |