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

[Scott Gregory, QuickBooks Expert]

Marci:

Thank you for taking the time to post your thoughts about the registration process and your experience with it.

I completely agree with your perspective on this, and have been keeping up the dialogue with my contacts at Intuit so they can eventually see the error of their ways in forcing this whole process upon users.

Hope to have more insights to share soon.

Scott

[MarciDahms]

As a professional bookkeeper & virtual assistant who purchases the new version of QuickBooks each year, I have almost reached my breaking point with Intuit and the ridiculous registration process. It's unbelievably frustrating to waste my valuable time on the phone to get a validation code, and then to have to get angry with the guy from India on the other end who's trying desperately to get my credit card number to sign me up for ongoing support which I don't want. I was forceful enough with him that my call only lasted about 15 or so minutes, but that's unacceptable for registering any software. Add to the mix the fact that previous versions of QuickBooks (that my clients still use) have compatibility issues with Windows 7, and I'm ready to switch to another accounting solution altogether. Of course Intuit will only support the newest version with Windows 7 which completely screws me simply because I got a new computer. I've had it!

[DavidBlizzard]

I can't believe going in to 2010 we still have to call to register. Worse yet, on a 2 license online purchase we had to call for both installs even after logging in with an Intuit account that already had one install registered.
During the first registration call the agent tried to get me to give her a credit card number so she could create a zero charge invoice for 30 days of free support. That was 10 minutes after I purchased QB 2010 from the Intuit website. The following day we activated on the second computer and the rep kept my wife on the phone for 20 minutes with all kinds of questions. She tried to get her to sign up for payroll services claiming it was going to cost $300 to setup but she could give her a 30% discount if she signed up while on the phone. It was not a good experience.

[Ryanshrout]

I also want to say how upset and aggravated with the Quickbooks registration process. Not only did I have to call in to register my copy of Quickbooks Pro 2007 but was harassed by multiple sales pitches before they would give me my registration number. First, I was told that there "problems" with Quickbooks 2007 on Windows 7 and that I would need to upgrade to QB 2010 soon anyway, so why shouldn't I just do it now? Then I was told I needed to get the Quickbooks support program for $40/mo but the first month would be free (wow, gee!) because I wasn't going to get QB 2010.

I'll be looking towards one of the free, online options instead of trusting Intuit ever again.

[Anna Schibrowsky]

Last week I installed QuickBooks for the first time. I wouldn't say I encountered any problems during the registration process. I would say that the registration process IS the problem.

I was on the phone 20 minutes. I was asked to repeat a bunch of information I'd already keyed into the registration screens. There was the attempt to upsell the 1-person office where I work 1 day a week to the business edition. Followed by the even more clumsy attempt to sell the tech support subscription. When you imply it's a shitty, difficult-to-use product requiring extensive tech support, I want to return it, not give you more money.

Luckily for Intuit, this install was for my client, a CPA who's used QB for years. Despite having worked for a CPA firm that required QB-using clients to upgrade to Peachtree, I always had a fair opinion of QB until this year. It was a budget solution for places that couldn't afford something like Peoplesoft or JDA MMS. Between this registration BS and the shortcomings I've seen in another client's retail version, I now know I want nothing to do with QB for my own business.

[Scott Gregory, QuickBooks Expert]

Hi Matt:

Thank you for taking the time to offer your insights on this registration issue.

It's too bad that those who purchase QuickBooks are subjected to both the in-product marketing on a regular basis plus what they get when they have to phone in and register.

Scott Gregory

[Scott Gregory, QuickBooks Expert]

CEA:

Thank you for taking the time to offer your insights on this issue.

I like your approach in mentioning to the CSR that if they had anything to say other than your registration code, the software would go back to the store.

Unfortunately, many people don't understand that they don't have to answer these questions to get their registration code. In many cases, they simply go along to be nice or figuring these responses are required, since that isn't disclosed as part of the dialogue at any time.

Your suggestion about getting a class action attorney involved in this is a very interesting take on the problem.

I know Intuit is following this dialogue, and I truly hope they end this forced phone registration. Hundreds of other software companies can get it all done online. Intuit can do it as well if they choose to.

Scott Gregory

[twitter.com/howardgr]

Hey, Scott, Thanks for publishing this piece. My take on QB Registration: http://howardgreenstein.com/blog/archives/2009/12/if_ever_there_was_a_reson_for_vrm_vendor_relationship_management.html

[Bryan Slatner]

I registered 2010 this morning. I was forced to call the registration desk. It took several minutes to get someone on the phone, and then it wasn't a simple "here's your code, sir" kind of a thing. I was pitched on technical support services ($39.95/month, but your first is free!) and then asked to give me credit card number because "even free orders require a credit card number." I refused, the lady on the phone tried again, I refused again, and finally we were done. The whole process took about 10 minutes.

[Matt]

I'm annoyed about the fact that I am forced to give over my business contact information (name, email, address, phone, etc.) to register the product...and registration is required! I don't want to give out my info because I know Intuit will use it against me; that is, Intuit will market to me using that data. It's none of their damn business.

When I called in to register, I told the CSR this, and he reassured me that none of my data is sold to third parties. BUT he couldn't assure me that my information wouldn't be used internally to market to me.

Look, I bought Quickbooks; the transaction was complete when I paid at the cashier. I shouldn't be required to "pay" with additional personal information to use the product I just bought.

[CEA]

Rich, how about "working on an update to the registration process" for _all_ of your customers? I have in mind a process where, say, we can walk into Office Depot, pay a few hundred bucks for your software, take it back to our offices, and use it--without having to participate in the lengthy, cumbersome, barely-disguised pretext for harvesting marketing information which you call a "phone registration process." I have no objection to registration processes with legitimate aims such as reducing software piracy, but Intuit wanting to know how many employees we have or whether or not we have a web site clearly has no basis other than the obvious: targeting spam. And there's absolutely no basis for requiring a phone call either, other than requiring your more gullible customers to sit through an upselling pitch for other Intuit services. In my case, the several minutes of "waiting to generate the validation code" (i.e., the delay designed to give your CSRs time to pull out the upsell script) were a rather awkward silence after I told him that if he had anything for me other than the registration code, the product was going back to the store.

Based on my satisfaction with past versions I've never thought about looking for an alternative to QuickBooks, but given the contempt for your customers which your registration process seems to indicate, I'm far more likely to do so in the future. An enterprising class-action attorney would be doing the financial community a favor by bringing suit to require that you prominently label your retail boxes to indicate that a minimum of 15 minutes' live participation in Intuit's internal marketing efforts, including the provision of confidential corporate data such as employee headcount, is a condition of licensing the software.

[Scott Gregory, QuickBooks Expert]

Hi Ryan:

Thanks for taking the time to report your experience on this issue.

I am considering putting together a letter to the CEO of Intuit on this specific issue, letting him know that what one part of his company is working so hard to build up (reputation), the other part of his company is tearing down with great speed.

Scott Gregory

[Scott Gregory, QuickBooks Expert]

Jesse:

Thanks very much for taking the time to comment on this issue.

Just to check on something – were the 10 copies all purchased under the same license? If so, the same validation code would apply across all 10 installs. If they were all single copies, forget the idea above - you then have just entered the validation code game that is stacked against you as you have discovered.

Curious – if not QuickBooks next year, what will your firm turn to?

Scott Gregory

[Ryan Smith]

I had a terrible experience registering Quickbooks, I don't mind that I had to call, it's because I've reinstalled Windows 3 times recently so that is understandable. If I have to call Microsoft it's a quick automated process to register. When I called Intuit I was kept on the phone for an extremely long period of time being sold credit card processing, online backup etc. I kept saying I'm not interested but it didn't make any difference. You could tell the rep had a script he had to read. I couldn't get my registration code until I listened to the whole thing.

[jesse]

It's nearly 2010 and you STILL have to call a rep to register/activate your product? That is unacceptable. I have 10 copies to install and I'm having to call, wait on hold, then wait for the validation code for each install, which is a HUGE waste of my valuable time.

When it's time to get next year's accounting products, my firm (50+ accountants) will NOT be getting QuickBooks.

[Scott Gregory, QuickBooks Expert]

Ben:

Sorry to hear about your experience with registering your new QB. I haven't had any instances yet where I was able to register it directly online. I have more installations coming up in the next few weeks. We'll see how they go.

Believe it or not, their installation time has improved. It's the time to register it that hasn't, and that is indeed a shame.

Scott Gregory

[Ben Anderson]

Just registered Premier NonProfit 2010. We have two copies in a multi-user setup with Server 2003 and both installations required me to call for registration. I don't think I've ever had to call a help line to get registered for any software the first time. And then, after we've already paid nearly $600 for the new software, customer service tries to sell us Payroll, Credit Card and other services. So much for "faster installation time." Between this and the 3-year planned obsolescence, I'm keeping an eye out for an alternative.

[pony1946]

PS Rich Walker says they're working on an update for "accounting professionals" - what about the rest of us?

[pony1946]

I eventually got onto Intuit with my second call. I hung up on the first one after more than an hour. The second one answered after 10 minutes and it took about 20 minutes to solve the problem. The solution was, in Quickbooks,to go to Help, About QuickBooks Pro2010, Ctrl RP. This brought up a registration window that allowed me to enter the activation code I was given when I purchased the Upgrade over the phone.
I must say, for someone living outside the US, the necessity to call by phone for an activation code when you've downloaded the program online, is a real disincentive for using this particular program. The need to do this isn't made clear on any of the information or packaging I read.There is also no Skype number given for the activation call. In my case this was particularly expensive because my call was initially to get a new activation code for a reinstalled Pro 2007.
The subsequent problem I encountered with the registration also was a real pain in the neck and took an hour and a half of waiting just to get someone.
If I hadn't been using QB for the last three years and had all my data in QB, I wouldn't have renewed. I certainly won't be recommending QB to any of my colleagues living outside the US.

[Scott Gregory, QuickBooks Expert]

Pony1946:

I have to believe that Intuit is working on their first "service pack"/product update for QuickBooks 2010 to try and fix some of the annoyances like these that have surfaced. Past history has shown they usually release the first "service pack" about a month or two after the release of the new product - not sure what their timetable is for this year.

I took a look around and couldn't find anything to assist you on this issue - sorry. My guess is you have tried the usual uninstall/reinstall steps for when software misbehaves like this?

Scott Gregory

[pony1946]

I've tried to register my Pro2010 online and it comes up with an Unrecoverable Error Code 19758 63847 and the program closes. I called the help number on Skype (fortunately - I'm in Australia) and listened to awful music for 70 minutes before having to hang up and go out. I'm about to try again this morning. I've seen other comments about others having the same problem - you'd think Intuit would post a standard solution to this pretty quickly so people could get registered.

[Rich Walker, Intuit]

Scott,

We're working on an update to the registration process for accounting professionals, which should be live in the next week or so. I apologize for the headches the registration process has caused you.

Regards,
Rich Walker, CPA
Intuit Inc.
Accounting Professionals Division