“Effort is underway…” A letter from the Intuit CEO

Dear Customers,

I wanted to reach out to you again after our outage on July 14 that disrupted your online products and services. It is an understatement to say that this outage is not acceptable. It happened after a San Diego power failure blacked out an area that included our data center.  We experienced problems after switching over to backup power, which caused a number of online services to be unavailable for several hours.

I’ve heard your concerns, and I understand your frustration and disappointment.  You depend on us to help you run your businesses and manage your finances. We know we’re not where you expect us to be, nor where we need to be.

Our Online Transition

Intuit built its reputation by inventing and delivering software products that revolutionized the way people and businesses manage their money. Over the past few years, more and more customers desire online connectivity, giving them access to our products and services anywhere, at any time. We have been transforming the way we deliver our services to meet these needs in an online world: the way we build our products, the way we offer them, and the way we host and support our customers.

While we still offer easy-to-use, shrink-wrapped software, it’s increasingly available in online versions. In fact, we currently generate 60 percent of our revenue from our online, software-as-a-service offerings.

Our goal is to be a world-class provider of highly available online services. But as events of the past month have shown, we still have work to do. We are on a continuous journey to re-architect our products, modernize our technology to host them, and build or lease state-of-the-art data centers to house our online services. 

What We’re Doing

That effort is already underway:

• Many of our new online products are architected and designed with 24/7, high-availability and disaster recovery in mind.
• We’ve already invested more than $300 million in new facilities, including two state-of-the-art data centers in Quincy, Wash. and Las Vegas.
• We are aggressively migrating our existing applications to these data centers.
• While in this migration, we are strengthening our infrastructure and constantly evaluating all our internal practices to ensure that we get it right whenever we perform critical maintenance or repair procedures.

Succeeding in an Online World

Our future depends on meeting your needs in an online world. We’ve seen where we’re not meeting the standard that you – nor we – expect, and have already made many corrections. But we’re not stopping. Our mindset is we’ll never be done. Because of that, we’ll get better. That’s how we’ll earn your trust and support. And I hope you’ll continue to let us know how we’re doing.

Sincerely,

Brad Smith
CEO, Intuit Inc.

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115 Comments on ““Effort is underway…” A letter from the Intuit CEO”

  1. Scott Hunter Says:

    Thank you for this post, which clarifies what’s happening with the company and your future direction.

    I live near Quincy and so was aware of the new data center. I was worried that you had already made the transition there, and that this is what we could expect from now on. I am relieved to read that the new data centers are to be part of the solution and are not part of the problem.


  2. That is all well and good, Brad. But, really, the bottom line is accountibility. And, frankly, your company has not been accountable at all. It would be nice to do something rather than to just talk about it, as when my Vonage system goes down or is unreliable, I am given a credit the month’s fees because I got no service that month.

    It is all well and good that you can spend $300 million in new facilities — and your service and reputation for being reliable goes downhill in a very big way. Most of us are trying to build a business and keep our businesses going. Maybe you should give all us QuickBooks Online folks a month’s credit for your unreliable service. I have lost business because of your failings, and that is just not acceptable. Sometimes to earn our trust and support you have to lose a little something yourself

    • Derek Clontz Says:

      The convenience factor of Intuit online products is great. My complaint is and has been honesty and forthrightness. From the beginning, these products should have been labeled as “beta.” I would have bought in anyway, and been less disappointed with your frequent glitches and outages, which have been extraordinary and cost time and money, not just for Intuit, but for Intuit customers. That said, I’m keeping the faith. But, one more thing to the Intuit team – stop making excuses … admit that you, and we, your customers, are on experimental and uncertain turf, at least for the short term. Don’t tell us how much money you’ve spent – tell us when you’re going to reach the level of professionalism and performance we expect of Intuit and pay Intuit to deliver … complete with timetable. We want you to succeed. Best of luck.

    • Kim Says:

      Well said! During the last outage I was outraged and infuriated. I wrote to him and requested a free month in exchange for the major inconvenience that the outage caused. To that I did not receive a response at all!
      I guess we are wasting our time and dreaming if we think they will ever compensate us in any way.
      It just proves that his words are just words and he has no intention on doing “the right thing”.


    • I agree with Jeannie. This was just one of your many “issues” that I am fed up with and am looking at alternatives to QuickBooks

    • Richard Says:

      Agreed. A service discount or credit for a quarter of service is the least the QBO could do to mitigate the losses to their clients.

      I also agree, the QBO’s marketing of years past was a bit shady…they fail to disclose that you cannot migrate data off of QBO to QB desktop or another software, nor have they developed that over the past 6 years. Obvoiously, not just an oversight.

      Additionally, there are many desireable features that are not available on QBO and the actual availability of new features has changed very little over the last 6 years, so my general sentiment is that QBO is much more concerned with earnings than with re-investment into product development.

      That is an opinion and I may be wrong, but as a long time customer and a previous QB Desktop user, that is what it seems like.

      BTW, my fateher has been a senior executive in Business Continuity and Disaster Recovery Technologies for the past 25 years including work for Financial, Banking, Telecommunications and Insurance Industries, and I am sure he would agree that the poutages are ‘not acceptable’.


    • I have to agree that compensation of some sort needs to be made. I had 2 employees that I paid a days wages to and they were only able to do a few hours of work on other things because Quickbooks was down. (and not the first time!!) That’s not to mention other problems within the company that this has caused. (like invoicing not being done!!)
      I have a new hire starting this week and one of her very first jobs will be finding some other software for us to change to at years end.
      I will not stay with a company that is not held accountable for it’s actions. We must warranty our parts and services that we offer, why should Quickbooks be any different. This letter that was sent to us is nothing more than words. It means NOTHING!

      • Robyn Says:

        I did get 2 months of service charges waived! I have a small business that has strict invoicing dates and payments on these invoices are due upon receipt. So after the previous outage, which prevented me from doing all my invoicing and collecting payments, it really affected my business.
        I wrote 2 emails requesting some type of credited and got immediate responses. I received 2 months credit on my monthly fees!

        • elefantz Says:

          I’m with you Robyn. After the first outage, which affected business, I emailed customer service online and within 30 minutes received a phone call at my office and received 2 months of service charges waived.

          I do agree that we, as consumers, don’t want to hear how much a company is spending; I just want to hear acknowledgment that they are taking responsibility and doing what they can to correct these frequent problems.

          Tina L.

  3. Glass Haunt Says:

    ROFL @ wanting a month’s reimbursement for an outage lasting less than 24 hours. Hmmm 29 times the value of the product for a little outage inconvenience. I really, really should try that next time I return something to Walmart. Can I have 29 times what it’s worth please for my disappointment. Heck I may even ask them to throw in my gas money too for the return trip! This is America dammit and I am an injured party needing money to ease my pain and suffering here!!!

    Let’s face it if you were a multimillion dollar company losing that much business you wouldn’t be using or even have a use for Quickbooks Online in the first place LOL.

    Hopefully your customers are more understanding of your growth teething problems otherwise you won’t be needing Quickbooks much longer!

    And while we are on the subject how many companies you know even bother to send out an apology letter. I don’t recall ever getting one from any of my utility companies for a start.

    Outages are a fact of life. Stuff happens. It isn’t a perfect world. If this is the most your business has to worry about in any given week then your certainly not growing as a business.

    How about a more positive response. Thanks for being up 99% of the time and filling a definite need in the small business marketplace at a very reasonable monthly price. And thanks for taking the time and server power to inform all your customers in a timely manner of the causes and ongoing process to rectify.

    Hush up trying to always get something for nothing. And how could you possibly lose business since QB doesn’t generate business for you its just an accounting service? One assumes your not stupid enough to not keep back up hard copies of all your customers and accounting. Stop exaggerating and trying to make money off someone else’s troubles. It isn’t like they are ignoring us and not trying. Sure the CEO didn’t wake up this morning and flip the off switch just for the fun of it. Wonder how many people already had to get paid overtime to work late and fix the issues. Where is that money coming from?

    Trust me, their problems were bigger than yours yesterday.

    You know of a better company out there with better service than QB then go for it. If not, then support them during their time of growth and stop trying to leech. You want a day’s reimbursement back for loss of service for that day fine. A month is greedy.


    • I am very frustrated with this service. True, QB is and has been a great service most of the time. However, I am getting a little tired of getting apologies. I hate dealing with people trying to get something for nothing because I have to deal with that all the time with the services we provide with our business…. But, it does affect my business when I can’t send an estimate or an invoice or when I can’t get to my customer base when I am on the road. If they are spending $300 million dollars updating their infrastructure and they are still having these problems then someone needs to be held accountable. I’m not wanting anyone to get fired but something needs to be done and someone needs to understand that this is not acceptable.

    • KKLLCT Says:

      Hey Glass,

      what you fail to realize or account for is the lost productivity and the cost of paying an employee to do nothing for 2 days. Maybe you are a sole proprietor or someone without employees and only need to worry about yourself so not having QB for two days allowed you to focus on other things important to your business. Many of us do have other employees we have to pay and believe me, a one month credit does not come close to repaying the lost time. I am not asking for something for nothing. I am asking for fair and reasonable compensation and for the loss at no fault of my own to be repaid. Mull that over before getting on your this is America Dammit horse.

      • Debra Says:

        Hey Glass,

        While you make some valid points, but you should not assume you know everything about everyone’s business. I am a sole proprietor who only works on the weekends and at night (I have another full time job during the day. One of the outages lasted for most of one of the weekend days that I usually work. I don’t’ have a lot of extra time seeing as I am working two jobs so I was pretty peeved that I wasn’t able to work for most of one of my normal working days. Since I bill hourly that was lost revenue. I feel that some financial token of appreciation for the inconvenience caused by Intuit would have been nice and certainly would have been good public relations. I think the company made a big mistake by not giving their customers some type of credit, even if it was a nominal amount. Words are great but money speaks volumes especially from a company the size of Intuit.

    • Stained Plastic Says:

      First of all Glass Haunt…who are you? Is Brad Smith your uncle? What in the world makes you think you have any right to comment on others dilemmas? No one was talking to you. Maybe if you spent more time on your business you’d be more successful and an outage of your accounting system would matter more.

      Actually, QB online has been down before. Many times before, for days at a time. Allow me to explain a few things to you. When you’re in the trucking and transportation business, having access to your account information can be very important. It is not just our business that depends on our accounting information, but many, many other companies do as well. Please consider that a large tractor trailer carrying 45,000 pounds gets 5 miles to a gallon.. For a trip of 800 miles a day, 5 days a week at $3.25/ gallon of diesel, you’ll spend almost $2600.00 in fuel alone in one week. And as I’m sure you know, without fuel, the truck won’t run. So often times with truckers out on the road for weeks at a time, they need fuel advances, pay advances or “quick pays”, just to have enough cash to continue to pay for fuel so they can continue to work. Having access to your accounting system with accurate information allows you to be able to authorize, ACH, Western Union, or wire transfers ASAP which is very important. Without access to your accounts, none of those things can be done. If they aren’t done, the truck doesn’t move. Driver isn’t earning money, stores don’t have their merchandise, and the dominoes continue to fall.

      Your example of returning a cheap item to WalMart is absurd and not even remotely similar to this situation. First of all, we don’t shop at Walmart. Apparently you do. 2nd of all, purchasing an item for your own personal use is much different than QBO…a multimillion dollar company in which hundreds of thousands of OTHER BUSINESSES depend on. Businesses are in business to make money. Without access to your financial information, even for a few short hours, for some, could be disastrous, Walmart doesn’t sell its products with the intention of supporting thousands of other business’ core resources. Quick Books does. A better example might have been, if you owned an ice cream parlor and you hired an electrician to come and wire your new freezer units into a power source. They come do the job, and at some point later that night, their workmanship, their service fails. You lose all the electrical power to your freezer units and your ice cream melts. It was only down for less than 24 hrs, and yet did significant damage. Would the ice cream store be justified to want some sort of compensation? We would all agree yes. In our case, we did lose business. Without knowing an accurate accounting of our finances we were limited in who we could hire for what job. How much money the company makes is totally irrelevant. What type of accounting system they use, is also irrelevant. And for your information, we are a multimillion dollar company. We consistently gross well over 2 million per year. And yes, we use QBO. We have several offices and have several employees that need certain access to certain registers in an easy to use format. Again, please speak when you are educated on a subject. Otherwise you just look like a hole.

      You said to QBO….
      “Thank you for the time and server power to inform all your customers you have failed them?” Gee thanks so much for the minute amount of server power it takes to simply be turned on. Since nothing else was working, their server simply needed enough electricity to turn on and hold a small letter.Simply posting an apology on a website is next to nothing in my opinion. In reality, the service failure did cost us money. So it wasn’t asking for something for nothing. Frankly, we shouldn’t even have to ask. A lot of times it’s the thought that counts. The gesture. the show of good faith. Similar to Apple computers giving away free phone bumpers to those who bought the New Iphone G4. They had no legal obligation to do so. Their phone worked. But they did it anyways, as a sign of good faith, and Apple bared the expense.

      Ms Haunt, wouldn’t one assume that a multimillion dollar company in which thousands of others rely on wouldn’t be stupid enough to NOT have backups that work? Or even backups to those backups? Funny you attack Jeannie for that, but not QBO? Not only did QBO back up power supply not work properly, but neither did their online services once power was returned. So it was a 2 for 1. And that happened to a company that just spent 300 million on new state of the art data centers. And you hope Jeannie isn’t too stupid to not back things up. Do you back up your QBO? How exactly would you do that? Isn’t that the whole point of doing it online? A safe, secure place to keep your information. You also think we should have sympathy for QuickBooks because they had to pay a few engineers to work overtime to fix their own problem? Are you for real? What about the people we had to pay to do nothing? In business, when you agree to full fill your responsibility of providing a service, it is up to you to do so. If you have to pay overtime or not. Even if you have to lose some money to full fill your responsibility to your customers. You’d know if you had any customers. Let’s face it, it’s obvious you don’t.

      You want to know where the money to pay for all that is coming from? It’s very simple, it’s coming from the QBO customers they are still being charged without receiving the service they paid for. You It’s like you charging someone to attend your stained plastic class, and not actually teaching the class, or teaching the class all except for a few hrs of it. Now you understand don’t you?

      For you to judge whose problem is bigger than whose shows your ignorance.
      What problems did QBO have? They still got paid. They gave no discount. Their revenue never changed. If anything they saved on electricity and learned some valuable lessons, at our expense. To many other companies, their business may have been on hold. What about all the companies out there that were due to pay their employees their paycheck? With no accounting system, it can’t be done. So not only does the company suffers, but so do their employees.

      So QuickBooks is still experiencing growing pains? Do you actually fact check anything or just speak out without knowing what you are talking about? QuickBooks was founded in 1983. QBO online has been around for at least the 6 years I’ve been using it. They have had enough time to generate 300 million to build 3 new data centers. They are well past growing pains and should have been better prepared. Thanks for your concern about a huge company and your disregard for the small businesses that run this country and pay the most taxes. When so many people depend on you, you should have backups to your backups to your backups.

      Furthermore, this isn’t the first time its happened either. It happened for nearly 3 days a few weeks ago. You probably don’t remember since you were playing solitaire on your Windows 95 machine, or waiting for my truck to make your delivery of retail items for you to sell. Because you depend on another’s service in order to provide your own don’t you? So when they fail, you fail. Now you get it?

      In closing, I would just like to remind you to mind your own business. You have no right to trivialize other people’s problems or situations. Worry about yourself, let us adults worry about the real responsibilities of competing in the business world. Why does your opinion about our business deserve to be broadcasted?? Who are you to say how we should react or feel or think. Who are you? And the next time a truck makes a delivery to your store, remember had that truck not been paid so he could afford fuel, your delivery wouldn’t have been made. If you don’t have any merchandise delivered, you have nothing to sell. No sales, no profit. Now you are losing money — all because QBO went down for a few hours.

      • Ron Says:

        Ever experienced any outages with your ISP, Power supplier or telephone company being down for hours. Has happened to us several times in So Cal. Do you honestly think your going to get any compensation from any of them?

        LIfe’s too short to get all stressed over something already passed! Just hope and pray Intuit is doing everything possible to avoid any future recurrence.

        I certainly agree, things happen and it is a serious inconvenience but QUIT MOANING AND GROANING ABOUT IT – IT AIN’T GONNA DO YA NO GOOD! MOVE ON !

        • Jimmy J Johnson Jr Says:

          You are comparing apples to oranges. First of all, yes, we are often offered a months discount if not more. 2nd of all those companies dont go down very often. Noone complained the first 3 times QBO went down either. Noone blames QBO for having their power interrupted. We blame them for not having an adequate backup system in place. And when power was restored, QBO still wasnt available to be online. Its amazing how many other websites dont have failures like QBO. Even silly little game websites dont go down. Please stop worrying about other people. If you arent affected or dont care about the interruptions then why are you even here? Just to voice your 2 bits about how others should act? Please dont.

        • DR T Says:

          When a service I pay for fails you bet your bottom dollar I will request some form of compensation for the inconvenience. I’m paying for reliable service, that’s what I expect. You seem to suggest that if a business fails to deliver on what an agreement or contract states then everyone should just get over it…stop crying over spilled milk…and move on. Okay, so let’s say you take your car to a brake specialist who “fixes” your brakes but as you drive off the lot you find the brakes don’t appear to be operating properly and you are unable to stop the car and so you hit a utility pole and total your car. With your logic you should just tow your car right back into the brake specialists shop and let him have another go at it and of course, pay him for the pleasure. Why get all worked up over something already passed? Do you not believe that when you pay for service there is an implied agreement to deliver as promised? QBO failed and for several days left many business high and dry with nothing but a letter from the CEO which only serves to cover his butt with the finest of gauze. They should have given all their customers the service fee for each day they were out – at least that way none of its customers are expected to pay for undelivered service. And if businesses that use QBO can prove their losses I recommend submitting an invoice and reducing the monthly payment by that amount.

        • Shawn Says:

          Hey Ron the moron, they asked for our comments or can you only read what you want to understand. My company invoices everyday, it is a big deal.

      • rick0757 Says:

        I keep hearing about the complaints of the outage. I have to agree it is a problem and cost everone money. but being in business is arisk. We run across problems all the time, our faulty or not. But the point is we are in a free enterprise system. If the company you are dealing with does not give you the product you want at the value you deem exceptable you are fee to go somewhere else. That is what keeps this country going. If the value is not there in your opinion then find something else.


      • I agree. The worst part is that i contacted customer service via feedback link and her reply was:

        We were online and available today. Any login troubles you may have had, would be easily fixed by clearing your browser cache, and/or typing in the URL qbo.intuit.com. Instead of using a favorites link.

        I understand this may not be the answer you were hoping for, but I hope that it does help answer your question.

        Thanks and have a great day,

        Jennifer Horton
        QuickBooks Online, Account Management team

        Lovely,

        Freshbooks anyone?


      • I switched to Freshbooks. They have a simple and clean website that also works well with my iPad. I got sick and tired of the outages and was prompted to go looking for another service. So far I am so happy that I made the switch. Try them out! I even get notified when a client views there estimate or invoice.

    • Kitty Says:

      Bravo! Well said, Glass Haunt. QB is an accounting service so I’d also like to know how they lost business???????????

      • Stained Plastic Says:

        feel free to read many of the other posts here if youd like to know how many of us lost business and/or money. perhaps you should have done that first prior to your own post

    • Karl Sexton Says:

      Glass Hunt-
      It is not a ‘pro-rata’ reimbursement but rather a ‘value subtracted’ credit that is fair in this case. It is a Jennie Bernard says: enough talk about accountability..provide tangible evidence that you take these outages (2nd major in less than 30 days) as serious.

      In business, nothing speaks more sincerely than the money. If Brad is sincere, he will hurt in his pocketbook top make right by us.

    • Eric Says:

      I own a very small company, and cash flow is a major issue. Wednesday’s outage kept me from invoicing my one big, regular customer – a government agency that pays on a strict schedule. If I don’t invoice on the right day, I have to wait until the following week. I missed the chance to invoice over a month’s revenue on time, and will not be able to make payroll, gas up the trucks, or pay some critical bills on time. For those of us on the edge, having QBO go down for one day is a make-or-break situation. ROFL at that. Without this company, I go on the unemployment line, give up my home, and can’t pay child support. Letters like your will only alienate more of Intuit’s customers. I DEFINITELY expect compensation for this, and I am NOT asking “something for nothing”.

      • Charles Says:

        Why didn’t you have a backup plan for invoicing your big client if that is mission critical? Sounds to me like the problem lies with your system more than with QB.

      • PhxValleyGirl Says:

        Online might not be right for you under your circumstances. You should probably go back to the desktop version…but that’s your business decision that you have to make. Not every business is tailor-made for the online version.

        And, oh-my-freaking-god, people…what if we have solar flares (CME’S) or EMP’s? Data will be all gone? Who will we blame, then?

    • Charles Says:

      I totally agree with this viewpoint. Stuff happens in business. If you don’t like QB then go somewhere else, but be a mature businessperson and don’t whine for a few dollars.

    • Sharon Says:

      Well said!! There is no better company out there with better service than QB. Believe me I have researched a lot.

    • Richard Says:

      Our outage lasted almost 3 full business days the first time and more recntly another half day. We subcribe to 24/7 services and that is what we should receive…..

    • PhxValleyGirl Says:

      I would like a refund of what I paid…like a month’s service fee. Oops, I used the basic until I had 20 client and I’m still in the three free months period.

      Seems like I’ve been getting a lot of FREEBIES for awhile now. You know, I could go back to the regular desktop software, but I’m trying this out and knew it was beta.

      If you have real damages, then sue at law. Otherwise, stop whining so that you get a free month of service. That doesn’t make up for the losses…it just satisfies a petty demand for a pound of flesh. Again, if you sustained real losses, go to court! (It won’t stick, because of terms of service…what we contracted for!)

      Glass Haunt said…

      “You know of a better company out there with better service than QB then go for it. If not, then support them during their time of growth and stop trying to leech. You want a day’s reimbursement back for loss of service for that day fine. A month is greedy.”

      • Jimmy J Johnson Jr Says:

        @ Phoenix….
        You just dont get it just like Glass doesnt i see Phoenix. Its not about making up for our losses, its about a show of sincerity not about recovering loses. If it was about restitution QBO would now be out of business. And just like Glass, noone was talking to you. Youre not the judge to determine if people should whine or not. Frankly i dont see it as whining, I see it as voicing an opinion. And since you are new here, you dont realize that this isnt the first time. Its not the second time. Is it the 3rd? No. What should people do? Just accept it every time? At what point will you allow peoples frustration to be voiced? Its obvious your business does not depend on “24/7 high availability” that is promised by QBO.

        Funny you should speak about being greedy. Most are asking for a show of good faith… a free month..which QBO wouldnt be out of pocket one dime. Maybe not make the revenue, but not out of pocket. Yet you suggest to sue at law…wait sue at law? haha ok… you suggest to take them to court and actually take money out of their pocket. Now who is greedy.

        Stop worrying about other people. Noone cares if you agree with them or not. If you have something to say to QBO then say it to them, otherwise keep your infantile comments to yourself and stop your own whining about other people’s whining.

    • Maggie Says:

      Well, it was a little more than a few hours and in my business, all the employees use the time sheet to report what they did and times worked and since the outage happened on the last day of the pay period and they know if they have logged they don’t get paid, YES, it was a BIG DEAL for my little company of 40 people. It caused many phone calls, emails and even people thinking they haD GOTTEN FIRED BECAUSE THEIR LOGIN DIDN’T WORK. NO, I’

    • Drew Says:

      Very simply, if I do not provide a service to my customers for which that have already paid, I am going to reimburse them and perhaps comp them next time. (I’ve traditionally run restaurants.) If you came in, prepaid me for a meal, then I took your money, said I’m terribly sorry, but come back tomorrow I and might have food for you then… for which you’ll have to pay again. Well, I’d be out of business in a hurry.

      Qbooks online is a great concept, and I’ve been fortunate in that the outage times have only occurred during relatively slow times for me – where it’s been a headache rather than a billing nightmare (if I don’t get invoices to clients on time, I am likely not to get paid), I might have to stop the service simply because of the fear that one day the backlash from my primary customers due to my inability to keep up with their invoicing/accounting demands will drive them away from to a different vendor.

      Sure, some compensation for lost time would be nice, but really, this is about trusting the service’s reliability so that I know my customers can continue to rely on me.

    • Chris Says:

      Glass Haunt obviously doesn’t have a payroll to meet, or clients he must bill on certain days in order to be paid, have money to pay QBO it’s substantial fee, and possibly see a profit. This is the second “outage” in about a month which caused us to miss billing clients on a deadline. That means we won’t be paid for those jobs next month. However, QBO will still want it’s subscription paid. The only way for QBO to have incentive to correct problems is to have financial consequences, by either crediting current customers for service, losing customers, or declining sales.

      I suspect Glass Haunt gets his paycheck from Intuit.

    • Bonnie Webb Says:

      The 99% is o.k. attitude is exactly why BP, the Big Three and Toyota are in trouble. Imagine after your plane goes down that Amercican Airlines came to your family members with a “woops” speech that included, “well, we are in the air 99% of the time”. I don’t know about the rest of QB users, but in my small business, we strive for 100% customer satisfaction and find ways to make it happen. In the world we live in, it doesn’t matter what business you find yourself in, there is a competitor in the same business ready to replace you without notice.

      And just so you will know, QB’s business model is exclusive of small business where every dime and penny is watched closely. Their recent outages are very costly, and while the system cannot be accessed, the customer moves down the road to the competitor. The cost to win them back or replace a customer is huge. To ask for a refund of services does not begin to cover the amount of damages…but given some time, an attorney might be able to place a dollar figure on it just as BP and Toyota are experiencing.

      Bottom line is, every computer and software company knows there will be power outages. My suggestion to QB, is to beef up your disaster plan quickly and get it right once and for all. Enough excuses, strive for 100% and make it happen. Anything short of that, you are not trying hard enough!

    • JK Says:

      Amen Glass Haunt. Even though is was an inconvenience with the system being down, I do have other things that occupy my time so my wages weren’t wasted on sitting around. I just wish my satellite company gave me credit everytime it rained and I lost my signal. It was a power outage, not someone playing with a button in their office and killed the system. Thats what happens when power goes out. Do you think your customers would be getting credit if your power was out and you couldn’t fulfill their requirements? I doubt it. Come on people, if you don’t like relying on some unknown far away source, go to QB desktop. Than you control your daily time.

      • Shawn Says:

        JK,If I didn’t have to network with another office in another town, I would still be using QB desktop, Stupid! Wake up, why would someone be using it if the desktop version would accommodate their business. Why would anyone being paying for a service they didn’t need. That is like you, Stupid.

  4. Linda Cline Says:

    This disruption was unfortunate and is aggravating at best, but I do see that it was unforseeable. My only comment is that I am grateful for an explanation when these occurances do happen. That way I know it is not with our system. At least you give us more consideration than our online credit card company does, they never tell us anything until we call them and ask.

    Thank you for the updates.

  5. Michael Benjamin Says:

    Brad –

    Outages are a reality of life on the Internet. No reasonable person can expect perfect service all the time.

    Intuit does, however, have control over the handling of an outage, especially in terms of accountability and communications with customers.

    My grade for your handling of the outage is a D.

    You essentially dodged accountability and left your customers in the dark. The last outage cost me lots of time and some money.

    I’m sure that if your company had a policy of compensating customers for outages things would be different. How about this: For every hour QBO is down, you credit the customer five day’s worth of fees?

    This policy might motivate Intuit to perform at a top level of service and accountability. It will also convey, in no uncertain terms, that you care about your customers.

    Cheers!
    MB


  6. If you could give us a way to back up our own company database locally, and access it in times of need (read: future outages), the outages would not be such a big deal. We could just import our changes to the online database when the “outage” is fixed. I’m sure there’s a million reasons why you wouldn’t want or be able to do this; on the other hand there’s probably about 300 million reasons you should.

    • Kathleen McCallum Says:

      I totally agree with Steve Nicholson. If I could back up my books locally and automatically each time I logged out and when Quickbooks Online opened it synched with my local copy, I would not care if the big system went down here and there. As long as I can keep working and access my data, as well as have the knowledge that 99% of the time the most recent data is stored offsite, I would be fine. Plus, I would have all the benefits of the things I do enjoy about Quickbooks Online.

      It’s not being able to continue working that is so frustrating. Since you are obviously having intense internal meetings about this unreliability issue, please consider the effect on small businesses and maybe less on how to make it difficult to keep a copy of our own information.

    • Al Foley Says:

      I agree with Steve. I know computers go down, server go down, power goes out….we get it. A company like Intuit should have as close to fail safe measures. If they want to cultivate happy customers they should apologize with something substantial. Consider the time and money lost to Intuit customers and how that compares to the time and money lost by Intuit. It’s a relative blip to them, but it’s a big dent to a small business like ours.

  7. Barb Young Says:

    Yet another annoying experience with QB online. I use QB to track my time for each client – in a typical day I make 12-15 detailed entries over multiple clients. No access for even an hour is a huge inconvenience!

    I’m still waiting (5 days and counting) for them to fix a bug to populate my Invoices with detail. I’ve requested that my help ticket be escalated or else I’ll find another vendor, but they haven’t even responded to that email!

    Hello? Is anyone there?

    • Justin Klarich Says:

      Minute7.com is what I use. You can continue to keep track of your time that exports (synchronizes) with QBO during an outtage.

      • Barb Young Says:

        Thanks for the referral, Justin. I’ve also heard good things about FreshBooks from a colleague, and am wondering if anyone can recommend that product/service?

        Even without this outage, I’m so fed up with QB’s lack of support – no or very slow response time, and NO support on the weekends when I do much of my admin “catch-up” work.


  8. Short of saying you are hiring away the CTO of Salesforce.com, speeches from Tony Hayward or Steve Jobs could have been cut and pasted into this blog post and have been just as effective.

    Not everyone realized computers go down – I do as this is what I do for a living, and running my books on QBO. You build a system and infrastructure to whatever level of service you want to provide. When I see the word “free” in the title tag and have to scroll down to the bottom of the page to see the word “secure” this speaks loudly. From your own admission, QBO was not architected to be a truly secure, redundant, foolproof system. With people who know their stuff, you can architect such a system, and it is clearly obvious you don’t have them on your payroll.

    But you do know the pain of leaving a service like QBO – most users don’t have the time or resources to commit to it, and unfortunately we’ll continue to type out login with our fingers crossed, hoping to get access to our books.

    As yet another CEO sending an apology, you need to make your response real. Look to your heart and the right technology staff, not the marketing department.

    mp/m

  9. Ted Ventre Says:

    Dear Brad and all others responsible for anticipating, managing and learning from situations like this;

    Don’t tell me you are sorry. Show me that you’ve learned by not letting it happen again.

  10. Heath Says:

    I just want to say one more outage and we will have to move to another solution. We use QB online for time entry for billing to clients. When this type of outage happens I stand to lose thousands of dollars! The previous outage forced me to train my engineers to use paper, and submit time when the system is back online, but I know we missed on 10 – 20 hours of billable time.

    Now this! While I understand what occured, we have data centers that are on gas generators, to prevent this exact problem, and my company is 1000% smaller than Intuit… how can this be the reason for the failure? If it is the true reason, I would be looking to replace someone on your team in very short order…

  11. Deborah Druey Says:

    Bottom line, money talks, and you know what walks. I am a new quickbooks online user, and won’t be switching my merchant services any time soon. Good luck, I hope you can fix this.

  12. Russell Mc Says:

    Brad,

    The memory of the last multi-day outage had almost faded when the latest incident brought it back to the forefront. Your communication last time said you guys had identified the problem and wouldn’t let it happen again. Lo and behold, another power glitch and the whole thing blows up. Granted you did get this one fixed in a timely manner – thank you.

    Service outages create a lot of uncertainty in the minds of 60% of your revenue stream. That uncertainty is going to take a lot longer to fade in the memory of your current customers.

  13. Cathy Iconis Says:

    Thanks for the heads-up. My only concern is that it sounds a little risky for you guys to get into the data center business. I’d focus more on improving your product rather than re-creating the wheel. That’s just my business opinion.

    The other issue is what exactly went wrong when going to back-up power? Most data centers run on generators and are testing those systems constantly, so this shouldn’t have been an issue.

    Again, it sounds like you are investing in the wrong areas.

  14. Joe A Says:

    What is the big deal. Why would you want a months credit for a few hours of limited service. When you have a hardware problem are you asking for some of your purchase price back. Programs whether they are online or out of the box have glitches every once in a while. We live with it in todays world of technology. Have been using your products for more than 10 years. Keep up the good work. I am not asking for a credit just asking you to keep up the good work.

  15. Himan Garg Says:

    I have been using Intuit products for 10 years now, but I have never been so dissapointed! When Intuit launches a product that is such a vital part of business operations, they should do more to ensure that this sort of outages do not occur. I lost an entire day of shipping just because I couldn’t make invoices, which was an equivalent of approximately $7000 business. The excuses that CEO provides are pathetic, because who is supposed to reimburse me for the loss I suffer due to their negligence.

    I don’t Intuit realizes the extent of damage that their negligence causes their customers. I have always recommended Quickbooks to all of my friends and associates, but I now know never to do it again. I believe it is the worst mistake I have ever made to switch my accounting to oline.

  16. Justin Klarich Says:

    Intuit, backup power supplies are very ‘low tech’ for a large business to fail it’s customers due to this kind of idiocy is frankly inexcusable. Furthermore, your ‘apology’ letter is so similar to the last one that it doesn’t even look like it was written by a human. Guys, if you’re in the online service business, you like everyone else will strive to be ‘online’ 100% of the time. I subscribe to MANY online services and without a doubt in my mind you are the most unreliable as of now. FIX IT. Your backup power systems should NEVER fail. I have Virtual Office servers that NEVER fail. No, it is not the case in this day and age that one should EXPECT these power outages – conversely – we EXPECT reliability and consistancy.

    I suggest going to GREEN servers with backup generators and solar panels in the southwestern region. NM, AZ, Southern CA…Good luck and please end this embarrasing string of power outtage blunders!


  17. I am a software professional who builds mission critical applications.
    It does not require great planning to use two data centers in two different locations with two different network providers. Database management systems can easily replicate data between two or more locations. Sounds like Intuit was just being lazy. If not lazy, then they simply have inexperienced staff who have never built mission critical software before. It seems to mean that the CEO needs to have an outside audit done for him, and make changes to the corporate culture. Two outages within months is unforgivable. A good defense contractor would never, ever, let something like that happen. I work for General Dynamics. I know.

  18. Brian Says:

    I use both Quickbooks Online and Intuit Complete Payroll with web entry. Both services have gone down in the past month. As you can imagine, when I am up against the 3:30 PM PST Wednesday deadline to submit Friday’s payroll, it is unnerving to be locked out of payroll. Both times, someone over the phone was able to assist me, but with a company wide outage the phone lines were swamped and I waited over an hour to speak with someone. Just with payroll this has happened twice in the recent past, once on July 14th and the last time was on June 16, so practically every other time I go to process payroll there is BIG problem. This is not to mention the major outage of Quickbooks online in May, June and July, where the systems were down for virtually the entire day. While Quickbooks Online represents a terrific value for a smaller business, our business comes to a standstill when we do not have access to the systems we RELY UPON.

    I am generally an understanding person, so the first time I encountered an outage that was due to “maintenance” I gave Intuit a pass and hoped nothing of the sort would happen again and put off printing checks until the next day. Since the outages are now happening on a consistent basis, I am now wondering if my data is safe on Intuit’s servers and if my business can afford to be without its systems when the Intuit servers randomly go down. I’ve come to a conclusion, that despite the virtues of Quickbooks Online, that I need to look into alternative accounting and payroll solutions, and that even though ADP charges double what Intuit payroll does, it would be worth it, if I could count on ADP’s service to be reliable.

  19. Michael S Says:

    In reading the comments here concerning the last outage, the only question I have is, if having minute-by-minute access to your data is SO critical to your business operations, WHY are you trusting it to a $29.95 per month service? Do you expect Hilton service at the Holiday Inn, too?

    Yes, it is frustrating when you’re trying to work and your service is down. But so is having your power go off, your water off, the cable TV go out, or your Internet service down — and we put up with these frustrations on a daily basis. It’s called LIFE. It’s not perfect.

    If I were on a respirator, my power service would be CRITICAL, not just an inconvenience if it goes out. You can bet that I’d have a backup plan in place and ready, even if I had never had a power failure, because I’d know the consequences if I didn’t, and I couldn’t put the blame on the power company.

    So perhaps you should look at how you’re running your business and ask yourself what is CRITICAL, and what are YOU going to do about it? If you loose $7,000 worth of business because you can’t access your data, maybe you should spend $7,000 on a different solution. You do the math.

    • Jimmy J Johnson Jr Says:

      Im sorry but your logic makes no sense. The reason we trust and expect to have 24/7 (with the exceptions of scheduled shutdowns) is because that sort dependability is marketed as a selling point with Quick Books. If you had read the CEOs letter you would have seen this…

      ” Many of our new online products are architected and designed with 24/7, high-availability and disaster recovery in mind.”

      So Michael, when i purchase a service that sells itself as 24/7, then i would expect them to be 24/7, regardless of the price. do you often pay 235 times more than you need to just in case what they say isnt true? what does the price of quickbooks online have to do with anything? are you saying that because its only 30 bucks that we should expect it to fail multiple times and be undependable? Perhaps if they would have been more honest and revealed that its a beta product or their service isnt always available 24/7 many of us would look elsewhere. My cable company nor my electrical company have nearly as many outages or quickbooks. And furthermore, if my business internet provider had these kinds of multiple outages, they would discount my bill or give a free month. “Sorry” only works so long. The real reason they wont give any sort of rebate is because they know they dont have to. It is incredibly difficult, time consuming and expensive to change accounting programs, especially one such as QB. They have all the information. Ever wonder why there isnt an option to be able to download, back up or export ALL of your information? They know this, they designed it as such, and we are trapped so to speak. Dont be so ignorant and obtuse Michael.

      • Jimmy J Johnson Jr Says:

        One more thing… Where in the world do you live that your water is turned off? Paying your bill?

        Make that 2 more things… If i was in a hospital and on a respirator, are you suggesting i should bring in my own power generator? Maybe store it under my bed in the event of a power outage? Or should it be more reasonable to assume that the hospital would have some sort of backup in place? Just like quickbooks “apparently” does. Or so they say.

      • Lori Says:

        Thats what im talkin about!!!! gettem Jimmy *_~

  20. Scott P. Says:

    This all goes both ways, business should have their own backup for critical services. The end user could be just as easily held-up by a internet outage or a power failure unless they have redundant systems and contingency plans. That said, this is financial data and QBO needs to be more fault tolerant. It’s absurd how often the service has been down over the past for months, and seemingly for power reasons every time.

    The frequency of issues makes it seem like Intuit should have invested in a partnership with a top-tier hosting company, instead of attempting to build out infrastructure. In essence Intuit should focus on core strengths like their services, instead of being distracted by learning how to run a data center as they go.


  21. We are almost done moving away from Intuit & expect to be done in a month & we can not wait. Good riddance. This multiple day total outage was the icing on the cake for us. (which by the way, I read at the top of this page as “lasting several hours”. Hell, the guy still cant spit it out accurately. Seriously, youre going to try to spin in your apology letter?!)

    The products barely work in the first place. Has any one ever, ever, ever, heard of an accounting system that does not have “account numbers” (ie: 45332 kind of thing) for each of our clients? (go ahead, I dare you, check me on this, QBOE). We can not sync’ your data with CRM or other systems. We cant even sync’ it with QuickBase. And, on top all of that off, the system is not written by nor supported by accountants.

    With all that being said, we’re spending a trainload more for its replacement, but, at least it will work.

    Good day.

    • Shawn Says:

      Jason, where did you go, I would be interested in knowing. It would be worth spending more, if need be. The price doesn’t matter if it is not delivering. I want something that is more reliable.

    • Patty Says:

      I’d like to know too, the other option you found – please post if possible ~

  22. Amir Kashfi Says:

    Great , but that still does not help the damage you guys caused twice. Its unbelivable that a company your size can be shooting themselves in the foot so much. We pay a premium for the online subscription. Also you have raised the price of my subscription and taken away my discounts and on top of that you are not deliveraing.

    I am extemely frustrated with you guys and I am looking for another program to use.

    Good Day !!!

  23. Nick Says:

    Hey Brad

    Stop wasting time with your “Sorry letters” and fixed the damn problem!

  24. Ysabel Says:

    I don’t know if it is my frustration with your product, your lack of integrity, or the service that ranks the highest. I’ve been a QB user since the late 90′s and, once again, I find that the lack of integrity in your company remains consistent.

    This “apology” insults me; my lack of confidence in your product and the people you hire to “maintain or fix” such issues is reinforced by your excuse that you guys are not smart enough to think ahead or hire the right technology crew is reinforced; and my faith in Intuit is now gone….Peachtree, here I come!

  25. Cindy Says:

    First of all. Glass and Kitty… you need to meet eachother. Bet you’d have a lot in common. Charles, whose job is it to have the back-up plan????? I experienced the same problem as many of you. Had specific quickbooks tasks that needed to be done the day of the LAST outage. In fact I was going to train someone to assume the billing responsibilities for me. Anyway I am over it. I will do the same thing I do for every business that does not meet my expectations. I will find a replacement. I think many others will be doing the same.

  26. Mike seyler Says:

    I would like to know how many times this has happened in the last few years? Also, at my office if this happened, heads would roll. I came to QBO because of Issues with Accounting 2008 and a data failure. So far i am pleased. I also believe that heads allready rolled at this company for sure. If this happens again? Best Intuit just gets out of the business. I certainly don’t think i should get a refund. Heck….. I voted for McCain and Palin!

  27. Matthew Says:

    Brad, as a newcomer to the QBO product I was a bit disappointed with the outage. We had just moved off the desktop version which we have been using since 2006.

    Our company runs a managed support business, your QBO product is not actually used to manage the day to day operations, instead we have integrated it with our other products to complete a complete billing, support, and managerial accounting platform.

    For most of you who are using QBO as your primary tool to manage your operations I could see how this would be a huge problem. But, at th same time when you move to a cloud based solution you have to take these things in mind. We also resell the Google Apps Email platform to our client and yes even the mighty Google with all of their ultra tech DC’s have had outage, some lasting almost a day.

    I like to put this in perspective for me, while there was downtime there was no data loss. The time that the QBO online product saves us each month is easily paid for by no longer having to import banking, credit card, invoice, and payment information. Where we used to spend up to 40 hours per month we now will spend 10 in accounting related activities thanks to this product.

    Thanks for the letter, and I would suggest in the future a path of more openness. Create and maintain a status blog, let us know about problems as they happen instead of after.

    Thanks again for the note and the QBO offering.


  28. Mr. Smith,

    Thank you for your statements. I am a new business owner and that day I was at a client’s home. I said to the client let me create your invoice right here in front of you, I could not logon. I reset my password, requested username, nothing worked. The event was an embarrassment to me and especially since I provide an IT service. The event was par for the course, when I went to open my business account with PNC bank, they couldn’t due to a network outage. I understand network issues which is why I have decided to remain a customer.

    Thanks,
    Brad Hoffmaster

  29. SysAdmin Says:

    Maybe QB should let google host their services. Google’s cloud is far superior uptime wise.. They’d actually save money and have a much better web presence..

  30. Christian H Says:

    The web product is good. It needs to get better. Two down times in one month means someone is not doing their job. You would not have had to invest $300MM in data centers if you had used Rackspace. They rock.

  31. Meoip Says:

    I’ve used 3 types of QuickBooks, locally installed, remote hosted and online. There were times I couldn’t accesses each. My local installed were the most stable, occasionally the office would loose power, or my computer would go on the fritz. While it is stable it has risks including the need for offsite backup. Remote hosted was great but relied on someones else to keep a server up and running this wasn’t always the case. We lost connectivity about once a month. Online is the same as remote hosted occasionally you loose connectivity and sometimes it’s Intuits fault sometimes it’s not. I see no point in demanding money back for the down time it would be prorated and $1 or $2 which is hardly worth the time. I’d rather see my $2′s dumped into a better iphone app and more stability.

  32. Jerry Says:

    This is sounding too much like the current administration – “not my fault” – as soon as we find another option, we’re gone. When “they” get your problem fixed – maybe we’ll come back, but don’t hold your breath.

    • Jimmy J Johnson Jr Says:

      Surprising that a right winger conservative isnt supporting the large coporation over the little guy… like they do with the oil companies, insurance companies, finnacial companies, etc etc etc.

      Good job throwing in a political jab bashing obama….NOT. and by the way please contact me if youd like an educational review of what kind of shape the last administration left for the current one.

      • Jeannie Bernard Says:

        4Js,

        You are my hero. I just knew this would degenerate into some sort of political slurs — it always does. Good for you for taking Jerry on. I love the way your posts are phrased — a little humor and a high degree of intelligence.

  33. Scott Says:

    QB Online is a fairly good product but due to the unbelievable number of outages and the unacceptable length (days) of these outages we will be leaving QB Online to bring all of our bookkeeping in house. We will also stop referring this service to any of our customers and friends. It simply is a matter of service and without out access to financials we cannot do business and not being able to access our accounting system makes our company look incompetent.

    I truly do hope you can solve the problems.

  34. Denny Says:

    Why do these outages always happen on the Wednesday when I need to process payroll?

    I guess it’s just bad luck. Fortunately, I’ve been able to piece-meal the payroll and only made a few mistakes. But the timing of theses outages could not be any worse.

  35. Susan Baron Says:

    Why don’t you move to Omaha? We don’t have severe power outages here and it’s a great place to raise a family and housing is very reasonable and of good quality. We don’t have mountains or oceans, but it’s an easy place to live. No hassle communiting either. California and the whole west coast is so over-rated. The weather may be great, but when you have to stand in line for everything, who cares!

    • DR T Says:

      Omaha? Are you kidding? I have to catch my breath from rolling on the floor holding my belly with tears running down my face because of the fit of laughter your post caused…Omaha. Right.

  36. Kevin Says:

    Brad,
    Thanks for the honest explanation.
    I own a CPA firm and we a perform lot of bookkeeping for our clients and unfortuntely, I cannot get away with telling them there was an outage without them expecting a credit from me. Not only did the two outages cost me TIME, but now it’s costing me money as well. I said nothing after the first outage becauuse, quite frankly, I’ve had mishaps as well and hoped for the loyalty of my client base to not make a big deal out of it. Now however I have shaken the confidence of my clients by encouraging them to go online only to have outrages. This makes me look bad all around.
    I buy QBs for PC AND MAC as well as ProSeries every year for my practice and trust in Intuit’s products. But now I am left holding the bag on many levels.

    Please do the right thing – at least for your QBs Advisors who sell the products on your behalf.


  37. Why should we ALL have to make a request for a credit since we are ALL affected? When our company screws up, we always make it right at our cost!

  38. Roger Printz Says:

    I just started using the QBO, I still use my old desktop version and my accountant still accepts my disks. That said, I only wanted the basic version and was disappointed that I am unable to upload my data from the desktop version.
    I actually thought that cloud computing was supposed to be safe from outages because the whole concept was to have many smaller computer centers with fail over protection , when one site has an issue with power or whatever, the site could fail over its processes to another site with no loss of service. At Least that’s the theory.
    I’m sure Washington state is fine, but isn’t Las Vegas listed as #3 on the terrorist hit list? Perhaps not such a great choice as a safe site location. I was in the WTC and many companies never recovered… All those computing companies that offer backup and recovery services. It’s like airline seat reservations , all over booked.
    From what I’ve read I might be sticking with my desktop version.

  39. Casey Pope Says:

    My lively hood is bookkeeping. I just recently made all of my clients switch over to the Online QuickBooks and it has been a huge headache ever since. You schedule updates during business hours and the outage last week was also the end of the quarter which made things even more difficult. When you go down, I can’t provide any service to ANY of my clients. I am aware that the last outage was due to a power outage but please schedule your updates after normal working hours!!!

  40. Stuart McClain Says:

    I have been very frustrated with the frequency of outages – 3 times so far since February for QBO – but this goes well beyond just QBO – merchant servcies etc.

    Not only do these outages affect our businesses operating, but for those of us that are ProAdvisors it affects are relationships with OUR clients.

    I lost significant actual $$ and client business due to errors from Intuit services. They screwed up my client’s and then my clients refused to pay me and told me to get it fom Intuit. Orders shipped incorrectly for years…. etc. etc. etc.

    However, the top companies I see do NOT experience these issues as visibly as Intuit has.

    Once in a while Bank of America has a server not available – but most have fail-over systems so when one data center goes down, another takes over. Intuit keeps blaming these problems on Power Outages. It takes hours and hours to even get a page up saying there is any problem – I do not find this acceptible.

    I think 1 month free service IS a reasonable request. A business can lose a lot more than that cost in just a few hours outage.

  41. John Mendoza Says:

    Our main goal is customer service & revenue,when my staff cannot process invoices or charge a credit card for a customer and the rest that goes with it,cause of your “glitches” and takes several hours or days to repair the problem its a total lost of revenue and the day , for my company to soak it up not acceptable.My company will give a credit or a percentage off when we don’t come through for our customers.I know all computers have issues and a glitch once a year I’m okay with but this year 2010 your company had too many of them.$300 million not well spent.

  42. Patty Says:

    ability to work offline please… Many web-based programs have the ability to work offline – this would at least allow people to get work done until things are back online.

  43. Kenneth S. Says:

    This is really frustrating ! With this new upgrade PLEASE TELL ME
    CUSTOMER PHONE NUMBER, FAX NUMBER, AND EMAIL ADDRESS WILL APPEAR ON THE INVOICE ! THIS IS THE MOST BASIC INFORMATION OF THE INVOICE AND I HAVE TOO KEEP SURFING THROUGH THE CUSTOMER LIST FOR THIS BASIC DATA. It would also be great if you could list more than one email address ! Some companies have more than 1 employee and I don’t want to keep forwarding mail that is not mine and battling other personel for email address supremacy, some QB mail is for my eyes only ! Wake the drones in the programming department or replace them !

  44. marc jensen Says:

    All i can say is this is not good enough, you guys failed again……… it costs your customers probably millions of lost dollars, shame on you. Where’s the compensation ?

    m jensen

  45. Maureen Says:

    to all the people taking the time to write these dissertations…probably on company time…now that is a waste of valuable time! When QBO goes down…yes it is frustrating…but move on to your next task…who doesn’t have something else to do??!!

    • Shawn Says:

      I don’t know Maureen, why don’t you tell us since you are doing the same thing we are. You are very bright.

  46. Matt Says:

    Honestly, this is ridiculous. To blame both of your issues on a data center power failure is a joke. How can you honestly tell us that qb online is hosted in such a crappy facility that backup power doesn’t work.

  47. Lynn Says:

    I just think it is funny that with all of these posts slamming Intuit that there is no response from Brad Smith or anyone else from Intuit. Either they don’t care or they don’t pay any attention to their own posts.

    • Barb Young Says:

      You’ve got it – they don’t care SO they don’t bother tending to their reputation on these posts. Their head of PR should be fired.

  48. Jimmy J Johnson Jr Says:

    Its is very easy for every single person to have a back up power source for their own personal pc in the event your electric company goes down. You can go to office depot and buy one yourself for 100 bucks. Problem solved. Dont you find it odd even a little bit that a company that just invested 300 million in a new data center, doesnt have a dependable back up power supply? Even after the last outage, they still havent corrected the same problem? This is not the second time either. its the most basic thing you can have. Especially when you offer “24/7 high visibility” as one of your main marketing tools. More accurately they should have said they offer “18/7 and sometimes 24/5 semi- high visability”. When fed-ex doesnt deliver your package on time, they give a discount or even free. Even the USPS does, as sad as they are.

    And no Maureen, like yourself, I dont have anything else to do. I would if only QBO was available

  49. Gregory Says:

    I was beginning to worry that quickbooks online was hosted on a machine in someone’s bedroom. Don’t most data centers have many layers of power backups? Grid – to battery – to diesel generators. This is California, we will have earthquake big enough to knock the grid out for weeks at a time… what is the backup plan then?

    What really scares the hell out of me is not downtime, but losing my data. The process of making an independent backup of my data is not easy on the quickbooks site. I would at least sleep better knowing that I had the ability to backup my own data in case something happened and the backups failed at quickbooks online.

  50. JB Says:

    We run a small data center and have redundant power, communications, and hardware. All Co-Located All that for a small 3 million business. It is INSANE to think that a company like Intuit does not have that level of service. I do not know how many TB they have online, nor do I care. All I know is that I have an online service that I expect to be “online” 100% of the time. That is what I am paying for every month. I have my own small business and critical access is not necessary, but I expect to be able to use the service when I want to use it. Simple enough.

  51. William Says:

    I like the service and will “take it as it comes”. I’ll just meditate when the service is down. Try this next time:
    http://www.tm.org/blog/

  52. Patty Says:

    “ouch” people – we’re all in this together! What is all this bickering and quarreling? QB is having issues and I’m searching for alternatives but for now I’m going to focus on working while it’s up and running today :>

  53. Office Manager, CA Says:

    I get that the outages are frustrating. But, really????? Do people think that outages online aren’t EVER going to happen. It would be IMPOSSIBLE to for this company or any other to promise to never have an outage online, espeically one with this many customers. It’s the internet people!!!! give them a break. Find something else to be miserable about!

  54. Glass Haunt Says:

    Well shoot, Twitter is down too today. Probably Obama’s fault too, or Lincoln’s or somebody’s cat. Now I can’t get the word out about our time sensitive product and will lose thousands of dollars and have to send all the employees home.

    Another hour of this and I might have to file bankruptcy.

    Nope, wait it’s okay I found a pen and a piece of paper and if I think long and hard I might recall how to do things the good old fashioned way.

    Personally I would never trust my entire livlihood and business reputation to any computer or third party online service. We have back up hard copies of everything. So for us it was just a case of whipping the customer’s info out of the filing cabinet and old Rolodex system and business as usual until we could update that day’s trading online. Sure it took longer, that’s why we use QB in the first place, to save time but it didn’t destroy our business, or reputation. We had it handled.

    Online accounting software is a nice feature to have in a business to allow you to streamline stuff most of the time but it wouldn’t be wise to leave yourself so vunerable when it comes to money matters. The larger the business, the bigger the risk. It’s the internet, it goes down. What are you going to do if it goes down for a week instead of a day?

    If an outage gives you a business coronary maybe an online service isn’t right for your company needs. No point in complaining about it and demanding things get better or else. Pick up your marbles and find a better suited program before it happens again, because one thing is for absolute certain, it will. Could happen in the next 10 minutes or the next 10 years, who knows but what is your plan of action if it does? To demand someone else make it right because you too have no back up plan?

    Better service cost more money. I always think of QB as getting what you pay for. Mediocre service for a mediocre price. It’s a dollar a day service. The McDonald’s of accounting software. Garbage in, garbage out. I’m still impressed they send an email LOL.

    • Stained Plastic Says:

      To all those who keep talking about how the internet goes down, and there are power outages, and how its unavoidable… you are missing the entire point. Noone is mad at Quckbooks because the power went down. We are mad that when the power went down, quickbooks didnt have any kind of working backup plan…especially after all that 300 million they brag about.In fact, even after power was restored, they STILL werent back online. I assure you san diego wasnt without power for almost 3 days like quickbooks was. you see, its the fact that quickbooks didnt have anything in place to protect us and our businesses. and then to tell us the same song and dance as a few weeks ago about how they are working towards resolving things…yet nothing gets resolved. noone blames them for their power going off. we blame them for not have a workable contingency plan. the first and most important thing they should be doing is having a backup…just like you all keep telling everyone else…”why do you trust quickbooks, you should have a backup plan”. amazingly how none of you feel quickbooks should have a backup plan…just their customers should right??

      If there was an earthquake and their building collapsed and they lost everything… i wouldnt blame them for the earthquake, id blame them for not have a redundant back up at a different location.

      NONE of my porn sites EVER go down, power outage or not, yet quickbooks with all their hundreds of millions goes down multiple times in a short period. its lack of respect for their customers is the bottom line. And yes, we will be finding another accounting solution, even if it means whipping out my old rolodex.

      And Ms Haunt. pleeeease stop telling people what they should do or not do. Its none of your gd danm business what i do with my marbles.

      • Mr. Marbles Says:

        Hahaha Stained Plastic! Maybe you should melt those marbles down and become a glass window! Seriously, folks — this is a Forum where people are free to discuss and state their opinions.

        Glass Hut — stop with the lecturing. No one wants to hear your opinions because you have nothing to say of any value accept to critisize others. You better watch it before we all start throwing Plastic’s marbles at your glass windows!


  55. It’s really funny that people come on this forum to vent their frustrations about the substandard service that we have gotten from QBO and there are these idiots on here attacking other business owners that have lost business and revenues. It makes me wonder if they are Intuit employees or plants. I think it is time that some jobs are lost, starting with the “CEO” Brad Smith. There is no telling how many millions of dollars that was collectively lost over all these outages. How about instead of posting all these apology letters, tell me what you are going to do about all the money you cost us? All these people on here that are trying to give advice about how we should be running our businesses just worry about your own business. What does being Republican or Democrat have to do with this forum? It is obvious that you are new to business and/or only have a handful of customers and this didn’t cost you anything. Intuit has marketed themselves as a World Class Business providing World Class Software and now we know the truth.

    • Barb Young Says:

      Correct you are Randy. After posting a request 8 days ago to help with an issue I’m having (daily entries missing from my invoices) and providing screenshots of the proof, I get a reply 2 minutes ago saying “I’m unable to duplicate this problem”. Gaaahhh!!!!! World Class Service – NOT!

      I have 24 clients, and to have to send them screenshots of their Invoices because the software isn’t working properly (no, it’s not “user error” – I’ve been a QB power user for 2 years), is unacceptable. I’ve given them 24 hours, then I go elsewhere…

  56. Paul Brenner Says:

    And we’re back to square one again, quickbase is down. Intuit has become a joke.


  57. [...] on this – see the article from Brad Smith, CEO of Intuit, at the QuickBooks Online blog: http://blog.quickbooksonline.com/2010/07/16/effort-is-underway-a-letter-from-the-intuit-ceo/. Sounds good, but there are still a lot of questions. We know there are multiple sites, but we [...]

  58. Link Says:

    Have been trying to log in since 7:10 AM EST this AM 10/9/2010 – All I see is QB unavaialble. We are a small volunteer fire department with limited time and resources.

    If any QB employees called 911 and we did not answer I am sure we would catch hell from them. Will be calling Great Palins on Monday for a quote.

    • Rodney Says:

      I have been trying to get on QBO this Saturday morning since 8:00 AM central time. No one at the support number. Weekends is when I do most of my work online. Another outage? I have been a customer for over 7 years with five accounts but that may be changing soon. How can you be a quality service peovider and not have weekend support?

  59. Bob Says:

    I have been a customer for 15 plus years. This latest payroll change is the worst effort I have ever experienced with intuit. The “new” payroll system reminds me of Obama Care for the following reasons:

    1. It is going to cost small Business more money.
    2. Small business gets less of a product for more money.
    3. If you have questions………Good luck getting support.
    4. Intuit has added more hours to my work week, which is already 60 to 70 hrs
    per week.

    I would suggest that the individuals at intuit who made this decision be drug tested and terminated.


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