Migration To Cloud Painful. Recent QBE Hosting Change Disables My Business For Three Weeks.https://www.trustradius.com/accountingQuickBooks Desktop EnterpriseUnspecified8.23201012017-08-22T14:34:16.480Z
August 22, 2017
Migration To Cloud Painful. Recent QBE Hosting Change Disables My Business For Three Weeks.
Score 2 out of 101
Overall Satisfaction with QuickBooks Enterprise Solutions
We operate an e-commerce B2B company with 5 employees. We operate in two provinces and have staff in three locations (home based). QuickBooks Enterprise allows us to upgrade from our server based operation to the cloud last year. It's robust enough to handle all of our business needs such as payroll, accounting, job costing, budgeting, reporting and more.
- Quoting and invoicing
- Purchasing and bill payments
- Coud based
- They recently changed hosting providers without any notice. The previous host had excellent telephone support. New host (Summit Hosting) does not. Our books were offline for nearly three weeks. We posted dozens of tickets that never get answered. We had to create quotes in Excel and re-enter them later. Only one user was working so instead of that user doing their job (sales and prospecting) they had to do finance for three weeks. When confronted with the problem, QuickBooks offered no apology or free monthly subscription for the trouble. They suggested we post a comment in the suggestion box. And for this, we pay a few grand a year?
- QuickBooks support has been historically poor in the 15 years I've been with them.
- In theory this product should allow us to work remotely as an organization. However when we needed this feature the most (evacuated from our office 3 weeks due to wildfires) the hosting for the product really let us down. We literally had 6 hours to pack. We didn't have time to bring our office PC with us. There is nobody you can talk to in order to get help or login info. If you don't take your PC with you, you are screwed. There is no toll free number that we can find to get login assistance in case of emergency. Ticket based system with third party host, is terrible. We had to pay our employees late due to this issue during an evacuation when our staff needed the money the most.
- During set up, user/pass combos sent to us do not work and are it's not clear how to assign them. You then have to submit a ticket and wait 1-2 days to get an answer. The answer they give you are so screwy that you can tell they do not read the ticket and you have to keep stating the issue over, and over, and over again. Seen the movie "Groundhog Day"? Summit Hosting's support department is a living manifestation of that movie. I don't know about you, but as an ENTERPRISE user, I need into my quickbooks 10-15 times a day. Not once a week. Quickbooks has really dropped the ball by outsourcing the hosting and support for their product. For the price we are paying to use it, they should be able to provide an in-house, high quality solution. Financial software is the cornerstone of any business and Quickbooks and Summit hosting do not care about your needs as a customer. They have ruined our relationship with this transition.
- Compared to other, newer accounting systems like Zero, there are very few ways to connect this to your CRM. Old server based version integrated with our database so we didn't have to type in client info into Quickbooks. (ie- porting contact info from HubSpot to QBE is not possible) . We set up nearly 80 customers a month so this is a huge time waste for us. The only QB product they can integrate with CRM is the very low functioning Quickbooks online. (QBO is a terrible product imo. Tried it for a year and gave up. ) So you give up a bunch of functionality when you go with QBE.
- Having to work inside the Remote Desktop Environment for QBE is very clunky, slow and challenging to setup. You need two screens otherwise you are forever flipping. I really cannot comprehend why they have selected such an old way of doing business. "Cloud" in my mind means web based. It feels like the thinking for the structure of their cloud platform is 15 years old. I have not used Remote Desktop in over 10 years and yet here we are using it for QBE. You can't use a password wallet within their quirky hosting environment either. So our enterprise level of Dashlane doesn't work so we have to manually generate passwords and write them on a spreadsheet or a sticky note. Software requires constant updates of passwords so this is very challenging to administer as the Admin. I share the admin login with my finance person so if she changes the password and forgets to write it on the spreadhsheet, I can't work. (so much for computer generated and highly secure stored passwords. I now have three users with incredibly weak passwords because the onus is on the user to remember them. ) Copying and pasting data between remote desktop and your PC is spotty at best.
- QuickBooks Enterprise Solutions
I selected QuickBooks Enterprise because I was a QB server-based user and the upgrade path was touted as "smooth". It wasn't. We need the multi currency function (quite rare). Overall it's been the only "real" accounting solution for small business that isn't a glorified cheque book. There really isn't any advantage or improvement to the online product over the server based one.
Three months ago, prior to host move, I would have given them a 9. You simply cannot disable a company's books with third party hosting issues and then leave your customers hanging. This incident has me looking for a new software package for my 2018 year. They just don't seem to care about our needs as a customer. I hope they saved enough money by choosing a low-quality host with terrible support to justify the hoards of customers that are leaving Enterprise right now.