QuickBooks 2010: Registration Hassles Continue?

Oh boy, this is going to be great! Or so I thought...

When I saw some discussion about QuickBooks 2010 that referenced "an improved registration process", I was hoping that QuickBooks users everywhere would be rejoicing!

I immediately thought - full online registration capabilities and no more need to call the product registration desk in order to get QuickBooks registered. No more annoying sales pitches for other products and services while I was on the phone.

Well, I'm quite disappointed to report that I am 0 for 10 so far in being able to get QuickBooks 2010 registered online without having to call the registration desk.

I have asked Intuit to provide some additional insight into why the "black box" that is used during the software registration process has kicked me over to the registration desk all 10 times. Maybe I'm just unlucky I guess? To date, I haven't received any feedback or insight on my request. I hope to have some additional insight to report to you soon.

What has been your experience with registering QuickBooks 2010? Good? Bad? Really Ugly?

Post a comment and sound off below. The more Intuit hears from end users about their registration experiences, the more likely problems that are being reported will go toward the top of the problem resolution stack!

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Scott Gregory is a specialist with QuickBooks Pro, Premier and Enterprise software. Download his free QuickBooks guides today to help you get more out of QuickBooks!

Comments

[Ted]

I used the lesson I learned from the movie Ghostbusters --> "When someone asks if you are a god, say yes."

I selected YES when asked if I were a Accountant or Intuit Pro Advisor (last question during registration). BAM! Registration completed without having to call and talk with anyone. Awesome.

[Scott Gregory, QuickBooks Expert]

Hi Justin:

Thanks for taking the time to post comments about your experience with registering QuickBooks.

I am hopeful that someone at Intuit will see the error of their ways when it comes to this registration charade and make it a much simpler, completely online experience.

Scott Gregory

[Justin FYI]

Scott - I also posted this comment on your "Intuit Exposed" page.

I just completed registering QuickBooks by phone and couldn't help but Google "quickbooks upselling" to find out how many others out there frustrated by the obvious sales tactics they use. And I found your "Intuit Exposed" page.

Their sales tactics are used to push folks to sign up for various levels of technical support, payroll, etc. And they use the FEAR tactic to make you feel that you're making a big mistake if you don't sign up for the tech support. I think their mandate is to sign up as many people as possible to collect monthly fees.

One at a time, I turned down their offers. The telephone rep then gave me my validation code. Then, she quickly "confirmed" my signing up for the basic tech support which I never agreed to. So I had to repeat that I was not signing up for ANY of their offers. Beware!

Thanks again Scott for revealing QuickBooks' marketing schemes like this.

[Scott Gregory, QuickBooks Expert]

Hi Chris:

Thanks for posting your horror story about the QuickBooks registration process.

Were you ultimately able to get it registered? Or did you just take a hammer to it?

Scott Gregory

[Chris Buchanan]

I just spent over 3 hours (not kidding)

About 1.5 with Level 1 Support, a little over 1.5 with Level 2.

They simply could not get the registration to work on 3 out of 5 PCs.

XP or Vista, same crap, the product registration is simply broken.

[JB]

I just went through this idiotic process and as soon as I got the "call in" prompt from the software I almost thought about tossing the product out of immediate distrust. I informed the rep on the phone that I was not prepared to give out personal information just to get an activation code for a software product I already PAID FOR.

I gave my company name, address and email and am just waiting for the spam.

I wonder if this violates any part of the personal information act since you are basically forced to provide personally identifiable information in order to use a fully purchased product? Didn't sound too voluntary when the rep told me he could not give me an activation code until I gave him the info.

[Deb Laakso]

Why is Intuit the only of many software's that I have installed that holds you hostage and tries to trick you into giving them your credit card number or signing up for their add on services. I see the writing on the wall and I'm sure I will be hounded by their marketing people now telling me I need add on's. Come on Peachtree, please market better to accountants so you become the preferred accounting system! Now that Microsoft Accounting is out of the picture someone needs to step on Intuit's toes. Not happy as a first time user of Intuit!

[Robin]

I am in the group of happy 2007 users with a paid payroll subscription being handcuffed into an upgrade. Well enough... I am presently sitting on my new software because my accountant has an accountant's copy of my company file, and I am going to wait to get that back until I do the upgrade. I just really hope that Intuit simply does the right thing and corrects the problem immediately. There is no need or time for a 'full investigation'. This is a major company with a reputation and customer base at stake. I wasn't thrilled about having to upgrade when my payroll subscription is good until September, but I got over that. I am now informed and ready, and in no mood for a registration experience even close to those described above. I really hope Intuit does the right thing and realizes the value of their customers input and reasonable requests. We understand your desire to get your money every 3 years, Intuit, one way or another... please equally respect our business and our time.

[Scott Gregory, QuickBooks Expert]

Jason:

I appreciate you taking the time to share your story. I feel your pain.

As you'll see in an upcoming post on this issue where I press the gas in trying to get some resolution to this, I ponder...

Do they used punched cards to actually generate this validation code? Sure seems that way.

Stay tuned to the blog for the new post on this issue...

Scott Gregory

[Scott Gregory, QuickBooks Expert]

CKBH:

I appreciate you sharing your registration story with my readers. The good news is that you are not alone here. The bad news is that you had to endure this hassle for no good reason.

This business about the credit card is simply deceptive marketing in my opinion. You are right - someone who doesn't know better is going to get sucked into that trap quickly.

I am about to press the gas on this issue. Watch my blog for an update soon.

Scott Gregory

[Scott Gregory, QuickBooks Expert]

Bal:

I don't believe Intuit responds to e-mails for the codes.

You have to call in order to receive one.

Good luck!

Scott Gregory

[Jason Lautzenheiser]

When I called for registration, I actually got a rep that spoke English fairly well. However, it wasn't long before the sales pitch began. The rep was actually pretty good and picked up on little things that I said in response to his questions, that yes were already answered during installation, and changed his sales pitch accordingly. When I said no I wasn't interested, the pitch stopped and the sales guy moved on so I was happy with that. One problem I had was once code was generated, he gave me an incorrect code, which he had to regenerate (again taking a few minutes and time enough for another pitch of something else)

What bothered my so much is that I don't understand why I had to do this in the first place. I'm a software developer and I know they could easily generate the code automatically and everything could be done online. Also, the statement of "The code will take a few minutes to generate so let me tell you about some other things we offer", is complete crap. Intuit, don't insult my intelligence like that.

I like the product and it does it's job well. However, the registration process is enough to make me look elsewhere in the future to see if I can do better.

[ckbh]

When I called to register, I was met by a lady who could hardly speak english, and she told me she needed my credit card to register quickbooks. I was very confused, as I have used Quickbooks for years and was never required to give my credit card number to anyone in the past. After a lengthy and EXTREMELY frustrating, confusing dialogue, I finally just asked her if I could have the activation code without giving her my credit card number, as I had never done it that way in the past... and she gave me my code. She was initially telling me I had to give her the credit card number to get customer support, or my activation code would not work... if I had been a first time user, I would have bought into this pitch, and been royally ripped off. It is borderline illegal what they are doing, and it MUST stop. Nevermind the fact that Quickbooks has outsourced ALL customer service to India at a greatly reduced rate while North Americans are suffering through a major recession, and also add to that the myriad of software glitches in the 2010 version... I am so unimpressed with Quickbooks. To top that all off, they will not bring out a Canadian version for the Mac, so I am forced to partition a Mac hard drive and run Windows just for this program. AAARGHHHH!

[Bal Persaud]

I sent several emails to Intuit for a Validation Code that QuickBooks is asking me for but never got a response.
I am living in South America

[Scott Gregory, QuickBooks Expert]

Mike:

I appreciate you taking the time to share your registration story with our readers.

That is a lot of typing for a BlackBerry :-)

Apparently, QuickBooks has just changed their registration process to allow accountants to use online registration, but that is it. Not sure why non-accountants are being treated differently and I invite Intuit to post a comment here to that issue.

Scott Gregory

[Mike Rowland]

I upgraded from 2007 to 2010 today. What a headache! I have four complaints.

1. When I updated my QB 2003 to 2007 the installer worked smoothly and did its job quickly. Today going to 2010 the installer failed after 20 minutes or so it said even though the install was completed correctly.

2. Why did I have to register using the online form when I already have a registered 2007 version which could be used with the product key? Then after all the fields are completed with far too many being for future marketing not really for registration, you make me call you and spend another eleven minutes of my time to get your sales messages before you give me my code? Shame on you.

3. Don't force register me for your online community. I am the president of an online community consultancy and moderation company. Forced registration into a community is bad form and will make your customers angry. No wonder several of your community team left Intuit late in 2009.

4. I just spent money with you Intuit because my perfectly functioning product is being orphaned in terms of my using your PAID payroll service. So I'm not feeling like a happy customer ready to buy more. I want my code to register asap without the upsell.

I hope that QB2010 is as good as 2007 because if not, this experience has encouraged me to consider buying a different software platform for my companies.

Know how frustrated I am by this? I typed my comment on my blackberry...

[Scott Gregory, QuickBooks Expert]

BJ:

Great work on your post regarding your experience with the registration process.

Your observation is spot on about the "please wait while..."

Someone commented earlier "what are they using, a 286 computer to generate the code"? and I chuckled a lot about that.

Glad to see that you do not agree that this process was "highly satisfactory" toas I have been told it is to many others based on Intuit research.

Scott

[BJSebastian]

Hey Scott,

I posted an entire blog article about my QuickBooks registration experience at http://bit.ly/bog1Jc which is rather lengthly (like my registration experience itself).

However, my biggest problem is when, during the registration process, the representative lets you know that he is generating an activation key and it will take a few minutes. The representative then says "While we wait, let me tell you about some other products we offer...".

I really think they need to skip the "it is going to take a several minutes to generate your activation key". I have to believe most people know that is not true, so it is condescending. It is really bad taste to play tricks on your customers in order to keep them on the line. If it really takes that long to generate a key, Intuit needs to hire new programmers.

I also love how they packaged this up as "improved", when it is clearly more of a hassle to the customer.

[Scott Gregory, QuickBooks Expert]

Susan:

Thank you for sharing your comments and feedback on your experience with the QuickBooks registration process.

I have been pressing Intuit to abandon this forced phone registration and documented user experiences like yours will help build the case.

As I mentioned in our Twitter posts, I have been told directly that QuickBooks users "have a high degree of satisfaction" with the registration process.

Really? All of those who posted here must have missed out on that...

Scott Gregory

[Scott Gregory, QuickBooks Expert]

Bryan:

Wow, I couldn't have said it better myself!

Thank you for taking the time to post your candid feedback on this issue.

Over the last several days, I have seen a number of tweets from the director of product registration at Intuit apologizing for the users experience during the registration process. You are absolutely correct - it doesn't take a rocket scientist to know how to solve this problem.

I know you are going to find this very hard to believe, but I have been told that upper management within Intuit believes users have a "high satisfaction rate" with the product registration process. I was actually stunned to learn that.

I can only imagine what Intuit might do if some news agency got a hold of your stories and others about this "deceptive marketing" and called them on the carpet for it. My guess is that we'd see some extensive changes a LOT sooner.

Scott

[Bryan Alexander]

Hi Scott. There is no need for me to repeat what everyone else has stated already. Just know I have encountered the exact same issue and the frustration Intuit has caused and I find the tact disturbing. Please STOP saying you are sorry on behalf of Intuit. Saying the company is sorry is akin to saying that a door is sorry that it cut your finger when it was slammed upon it. A company is not a person. This issue needs to be taken to Intuit's marketing department immediately. By offering your apologies on behalf of the company, you are miming the problem itself in that no solutions are being offered and we are all still being told to wait. Wait for what? It doesn't take a rocket scientist nor months to review this problem and to instruct Intuit's marketing department to halt all sales related harassment. Those to whom are pandered are paying customers and deserve to be respected, not put off with promises of investigation and possible changes in the future. Customers deserve, no, need to be heard when there is a problem of this magnitude and more importantly, immediate changes need to be made. In this case, changes should been made long ago.

I will be happy to join or start a facebook page to not only warn potential customers of the nightmare they face in choosing Quickbooks, but I will also suggest to those currently using Intuit's product to take back their power and choose a different program when upgrading next. We have power collectively and when anger is this strong and deewp, things will change regardless of Intuit's choices. I hope that this and all other posts are being passed on to Intuit's marketing department. The decision makers in the department should be ashamed of themselves. Their employment of beyond-pushy sales tactics may provide incoming revenue short-term (albeit deceptively obtained) but they should have thought of the long-term CONSEQUENCES of their quick profit turning into an even bigger loss long-term. The QB registration process is absolutely despicable, downright dishonest, cruel to the customer service employees who are subjected to the anger, and downright un-American.

To Intuit's marketing peeps I say, "Best of luck, but you are too late. The train has already left the station."

[Susan Taliaferro]

Scott,

Wow! Just read through these comments. I have a similar registration story. Pushy guy from who knows where threatening me with potential problems requiring expensive tech support unless I give my credit card number for 30 days of free help...

I finally just asked if he had the registration number for me...

I have used Turbo Tax for years now and absolutely love it. I had used Quicken a long time ago and also thought it was a good product. So, when I decided to get serious about turning a hobby into a business I immediately thought of QuickBooks for my accounting needs. It didn't even occur to me that there were other accounting solutions out there (I tend to be a loyal consumer).

Had I seen these beforehand I would have done more research into other possibilities. As it is, I plan on getting to know and using the QuickBooks software that I have gone through the hassle of registering. If, however, this type of nonsense is something I can continue to expect than I will give my money to a more deserving corporation.

It is almost unbelievable that the same company produces TurboTax and QuickBooks. If they cared about their customers at all they would enable the online registration and stop pissing off and/or chasing away their own customers. In this economy what company can willingly afford to do that?

Thanks again for giving us a place to vent. I'll check out the rest of your site for other good information.

Sue (@fearlessknitter)

[John T]

Glad I found this page. I'm an IT consultant, and have just finished installing Quickbooks 2010 on 3 workstations for a client. The Activation process has actually gotten worse than in previous versions, unbelievably. It took about 15 minutes for one activation code and the rep kept pushing the support package until I told her to stop (for about the 5th time) and she gave me the code. Now I'm discovering that I can't register the other workstations using the same Activation code. Unbelievable. What is wrong with Intuit??

[Drew Miller]

@DMillerMpls -- just off the phone with Intuit. Had to change computers due to a power supply failure, now QB2007 won't register (counting down from 15 uses). Mac OS 10.5.8 -- and the app had been running just fine before the hardware change. Two hours wasted on the phone, and all they can do is try to upsell me to QB2009. Any advice?

[Roy Stucky]

January 2010 and the above mentioned update for accounting professionals is still promiseware.